Inbound Contact Center Software

Serenova provides a powerful inbound call center solution with ACD, IVR, CTI, and more, plus optional integration with outbound dialing and integrated multichannel functionality. Our cloud-based inbound contact center software is preferred by hundreds of retail, financial services, government, and technology organizations across the globe, from startups to worldwide enterprises.

With smart queueing, intelligent routing, and the most powerful agent and admin reporting in the business, we give you the tools to delight customers while driving business growth.

Inbound Features

ACD

Route calls to the right agent every time according to your business rules, via cloud or local PBX, to softphones or hardphones. 

IVR

Our powerful, drag and drop flow designer helps you help your customers find the right agent and self-serve with ease over the phone.

CTI

Deep telephony and CRM integrations “pop” customer information so agents are always ready to speak to the customer and their needs.

Intelligent Routing

Blend skills-based routing with other routing considerations including service level, time of day, customer data, location, agent capacity and more.

Smart Queueing

Define queues by department, region, call center and more, with parameters like max queue size, virtual queuing, and queue to voicemail.

CRM Integration

With an open API and out-of-the-box Salesforce and Zendesk integrations, you can empower your call center technology with your customer data.

Real-Time Metrics

With customizable in-dashboard metrics, agents can always see the most important data on their performance, front and center.

Powerful Reporting

Managers and other leaders have access to powerful yet elegant reporting and pre-made and custom dashboards so they always have their finger on the contact center’s pulse.

Plus:

  • Silent Monitoring
  • Call Recording
  • Enhanced Caller ID
  • Team and Individual Voicemail
  • International Numbers
  • Toll-Free Numbers
  • Priority Routing
  • Self-Service
  • Home Agent Capabilities
  • Post-Call Surveys
  • Personalized Greetings
  • Ring Groups
  • Data Import and Sync
  • Forward to External Number
  • Unlimited Concurrent Calling
  • Dedicated Agent Phone Numbers
  • Contact Database

The Benefits of CxEngage for Inbound Contact Centers

Scalability

The Most Scalable Contact Center Platform

CxEngage’s Command and Control architecture lets you scale up in size and out geographically without limitations. Scale up and down to account for bursts in traffic, scale up with growth, or scale out to new global locations with ease while keeping unified reporting at the parent tenant level. 

Superior Voice Quality

Higher Voice Quality and Reduced Latency

Our AWS-based architecture has access to 84 global data centers. Along with our ability to queue and route calls remotely in the PBX via API, reducing call routing legs, we provide the highest voice quality in the cloud. This helps you provide a refreshingly clear contact center experience to your customers.

Reduced Cost

Reduced Telco Fees 

Our architecture performs all queueing and routing functions while leaving calls in the PBX, reducing telco fees by cutting out two legs of the call journey. With no need to route calls into and out of the platform, we save your business money on every single call you receive and make on the platform.

Powerful Reporting

Global and Granular Metrics

Empower managers with out-of-the-box and custom dashboards. Show agents the critical metrics that matter to your business and their success, right where they do their work. CxEngage shines a light on your contact center’s performance to help you exceed expectations and deliver positive ROI.

Ease of Use

Simple but Powerful for Agents and Admins

With our embedded agent toolbar and elegant admin tools, we make it even faster and easier to deploy contact centers to match the unique demands of even the most complex global businesses. Build inbound flows with self-service, agent service, or a mix without sacrificing customer satisfaction.

Cloud Infrastructure

Untethered Power from the Cloud Experts

Serenova has more than 15 years of experience in cloud contact center software, realized in our latest, omnichannel platform. CxEngage’s Command and Control architecture is the most powerful, global, true cloud contact center available for businesses from startup to enterprise.

CxEngage™

The World's Most Cutting-Edge Cloud-Based Contact Center

CxEngage™

The World's Most Cutting-Edge Cloud-Based Contact Center

Experience our built-from-the-ground-up contact center solution. CxEngage is the always-on, highly secure, true multi-tenant, and instantly scalable Contact Center as a Service (CCaaS) platform designed to enable exceptional customer experiences anywhere anytime.

Simple. Smart. Agile.