Most contact centers unprepared to handle call surge and remote work required for coronavirus response
Approximately 90 percent of global organizations currently use an on-premise solution for their contact centers*, leaving them ill-equipped to manage the rapid scaling and remote work requirements necessitated by the spread of the coronavirus (COVID-19). In response to global demand and unprecedented contact center call volumes, Serenova, a leading contact center-as-a-service (CCaaS) and workforce optimization (WFO) company, today announced CxEngage Rapid Response, a program to help large organizations immediately scale their contact centers into the cloud within 48 hours. With CxEngage Rapid Response, organizations can quickly implement flexible remote work policies while maintaining continuity for both agents and customers during the global health crisis.
Preparing Global Contact Centers to Rapidly Deploy Work-from-Home Agents
Through its globally available cloud contact center platform, a defined rapid deployment process and a readily available global partner network, Serenova provides an unencumbered pathway to the cloud that can be implemented in 48 hours or less.
During the last week, Serenova set up the following CxEngage Rapid Response deployments:
- A 500-plus remote agent contact center for a large government agency to respond to the outbreak, which has already handled more than 150,000 calls.
- A 1000-plus remote agent contact center for a top healthcare provider currently using legacy on-premise technology.
- A health insurance provider’s same-day move to 100 percent work-from-home agents, keeping its employees safe while maintaining support continuity for hundreds of thousands of customers and members.
“Contact centers are on the front lines of organizations’ response to the coronavirus, and we’ve heard from many organizations that they are stretched too thin to meet demand,” said Craig Malloy, CEO of Serenova and Lifesize. “Whether a contact center is on-premise, in the cloud or hybrid, access to CxEngage is easy, as it scales quickly and is always ready to use – anytime, anywhere. We remain committed to deploying our solutions to keep the world working during this unprecedented time.”
“Many Serenova customers are already experiencing exponential growth in contact center call volume, with accelerated demand expected in the coming weeks,” said Michael Helmbrecht, chief operating officer of Serenova and Lifesize. “Backed by Amazon Web Services, we have the technology and professional services network to get organizations to the cloud and support work-from-home agents in 48 hours or less. Right now, this is a vital need for large contact centers.”
Keep the World Working
Built on AWS, CxEngage empowers organizations to rapidly onboard and enable distributed or remote agents without requiring anything more than access to a browser. Agents simply log into the CxEngage toolbar, access via the CRM or dial in on a mobile phone to begin taking calls immediately. Once enabled, organizations can more easily designate agents to work from home, either entirely or on a rotating basis, to complement onsite contact center staff during peak times and to augment capacity.
Following its recent merger with Lifesize, Serenova is enhancing the joint company’s commitment to keep the world working by unlocking new models for enterprise collaboration and customer engagement. Last week, Lifesize unveiled an offer making all organizations impacted by the coronavirus worldwide immediately eligible for an unlimited number of free licenses to use the company’s cloud-based video collaboration platform for six months.
To learn more about the CxEngage Rapid Response program, visit http://www.serenova.com/rapidresponse. For updates on how Serenova and Lifesize are supporting businesses through the coronavirus pandemic, follow #KeepTheWorldWorking on Twitter and LinkedIn.
*Gartner, “Magic Quadrant for Contact Center as a Service, North America.” Drew Kraus, Steve Blood, and Simon Harrison. Gartner, Inc. October 15, 2019.
Serenova is a leading provider of cloud-based, multichannel contact center software to global enterprises and BPO service providers. The company’s comprehensive SaaS software suite enables captive and outsourced customer service organizations to manage and optimize their inbound and outbound customer communication strategy across voice, email, chat, social and mobile channels. Serenova’s award-winning platform has processed more than three billion customer interactions and has over 100,000 users globally. Headquartered in Austin, Texas, Serenova supports a wide range of industries, including financial, healthcare, insurance, retail and technology. For more information, please visit www.serenova.com.
Lifesize is a global business communications company that helps organizations improve collaboration, increase customer engagement and elevate employee productivity. Combining best-in-class, cloud-based video conferencing solutions with integrated meeting room systems, Lifesize makes it possible to connect face to face with anyone, anywhere and from any device. To see why organizations like Yelp, Salvation Army, Yale University and NASA rely on Lifesize for their mission-critical team communication, visit www.lifesize.com or follow the company @Lifesize on Twitter.
Lifesize and the Lifesize logo are trademarks of Lifesize, Inc. All other trademarks are the property of their respective owners.