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The 2018 Forrester Wave™ Analysis of Cloud Contact Center Solutions is Here Read the Report

Contact Center Administration Made Simple

Align the customer and agent experiences

At Serenova, we understand that administration for your contact center needs to be easy. If you need to change a call flow, modify the agent experience or quickly re-route calls, you can’t wait for IT to make the changes. That’s why we’ve designed our contact center solution to be easy to manage and administer.

Advanced Flow Designer

Leverage an intuitive drag-and-drop interface to create sophisticated interaction flows without complex programming. Visually define the customer and agent experiences within the same process mapping. Quickly develop interaction flows using re-usable templates provided by CxEngage or create flow templates unique to your business with drag and drop capabilities and copy and paste-like functionality.

Global & Remote Workforce Ready

Our cloud contact center solution is 100% browser-based with no software or equipment to install. This makes it easy to support remote workers or a fully virtualized workforce. Our platform is compatible with PSTN, SIP, or WebRTC technologies for ease of integration into existing infrastructure and rapid scalability – to increase capacity and scale geographically.

Intelligent Routing

Create teams with specialized knowledge or skills to ensure customers are routed to agents best suited to address their needs. Further improve service levels on every channel by using real-time and historical event data or messaging keywords to prioritize routing paths.

Reduced IT Footprint

Integrate with your own CRM for data exchange and enhanced self-service capabilities or use the integrated customer contact management solution with complete interaction history for powerful CRM functionality, without the CRM cost.

  • Build & view the customer experience
  • Build & view the agent experience