Inbound Call Center Services
Serenova offers a powerful inbound call center solution integrated with outbound call, ACD, IVR capabilities and full integration with Salesforce.com CRM via Open CTI.
A preferred cloud based contact center for hundreds of retail, financial services, government and technology organizations globally, Serenova's CxEngage platform and its LiveOps Classic inbound voice call center feature integrated agent environments which are accessible from inside Salesforce.com.
With the rise of social media customer service such as Facebook and Twitter, email, SMS and chat software, C level executives are redefining their definition and asking call center vendors what is an inbound call center? In addition to inbound call center requirements, Serenova has an integrated customer interaction database to manage multi-channel inbound customer requests.
Intelligent Routing is a critical feature for inbound call center solutions. With agents distributed in various locations, the CxEngage and LiveOps Voice solutions route calls to the most appropriate agent in North America, Europe, or Asia via PSTN, VOIP or WebRTC.
If you have deployed Salesforce.com CRM across your organization, our solutions work seamlessly within Salesforce.com on any operating system and browser. With Serenova, agents can view customer details calling inbound to the call center. Serenova also enables agents to take both inbound calls during high volume periods and dial outbound calls during off peak call times using state-of-the-art click-to-call, preview and progressive dialing along with screen/voice recording and management dashboards to ensure quality-of-service.