We’re Heading to Nashville for Customer Contact Week 2020

By Erin Hanley | January 22, 2020
CCW Nashville

The Serenova team is preparing to kick off a busy 2020 events season. First stop: CCW Nashville January 28 through 31.

We’re joining 550 industry professionals to map out a year of customer experience success through networking, interactive discussion groups, workshops, educational sessions and site tours. CCW attendees will learn from experts and share ideas and experiences with peers.

Serenova and ProScheduler Debut

Importantly, CCW Nashville is the debut of our combined Serenova/ProScheduler team. You might have heard we acquired the ProScheduler WFM technology in late 2019. This was a critical step in our strategy to build out our WFO suite of products, which directly integrates with our leading CCaaS offering, CxEngage.

By combining Serenova’s CCaaS with intelligent, native WFM from ProScheduler, contact centers will have a seamless and innovative way to ensure the right staffing, at the right time, for optimal cost efficiencies and exceptional customer experience.

Our plan is to announce our formal product rollout this spring, but we’ll demo ProScheduler and CxEngage products in Booth 203 at CCW Nashville next week. Come by and we’ll walk you through both solutions.

Meet Our Customer, Gravie, at CCW Nashville’s Meet the Customer Showcase

Serenova customer, Gravie, will join us Friday morning during the Meet the Customer showcase. Gravie was founded in 2013 in the throes of the initial confusion generated by passage of the Affordable Care Act. Working with the Gravie team, a business (or individual) can design, build and execute a custom benefits plan. The goal is to control costs and empower people to make the best choices for themselves.

Fresh off an incredibly busy open enrollment season, Gravie’s customer care managers know how critical it is to be available and have access to complete customer information and interaction history during the often stressful process of making healthcare coverage decisions.

Gravie’s vision is to integrate its customer care system—from contact center to customer relationship management (CRM) platform—so it can be more proactive with clients. To do this, Gravie wants to understand who its customers are and why they are contacting them. The goal is customers don’t have to repeat information and Gravie can resolve issues quickly.

Two Gravie team members will be available at CCW Nashville Friday, January 31, at 9:20 am (CT) to discuss how they’ve used Serenova’s CCaaS solution to ensure customer care agents have the tools to deliver exceptional customer experience, even during their busiest times.

Win a Yeti

When you stop by our booth (203) during the Demo Drive and Meet the Customer portions of the event, you’ll have a chance to win a Yeti cooler. With summer right around the corner, don’t pass up an opportunity to bring this top-of-the-line cooler to your next barbecue.

We’re looking forward to seeing you at CCW Nashville. If you are interested in scheduling time with us in advance, email sales@serenova.com.


Erin Hanley is Sr. Director of Corporate Communications at Serenova.