CxEngage Quality Management recognized for exceptional innovation in the transformation of cloud computing and customer experience
Serenova, a leading contact center-as-a-service (CCaaS) and workforce optimization (WFO) provider, announced today that CxEngage Quality Management (CxQM), its cloud-based quality management solution, was named a 2019 Cloud Computing Product of the Year. Presented by TMC, a global, integrated media company, and Cloud Computing Magazine, the award honors vendors with most innovative, valuable, and beneficial cloud products and services deployed within the past year. With the release of CxQM, Serenova unified CCaaS with Quality Management (QM) and eliminated the challenges created by siloed solutions with a consolidated, 360-view of customer and agent interactions.
“Customer experience is only as good as the agent that provides the service, which is why quality management has become one of the most important tools in delivering better customer experiences,” said John Lynch, CEO of Serenova. “We designed CxQM to deliver accurate, actionable data so our customers can measure agent performance, provide feedback, and enable one-on-one coaching – all to enhance the overall performance of their contact center. We’re thrilled with the traction we’re seeing with CxQM since its release a year ago, and we’re honored to accept this recognition. Awards such as these validate that we have raised the bar across the contact center market by combining a proven, enterprise-grade cloud contact center platform with native quality management.”
Fully embedded in Serenova’s CCaaS solution, CxEngage, CxQM captures the agent and customer experience across the contact center to allow supervisors to monitor, evaluate and improve the quality of customer interactions – all backed by the flexibility of the cloud. Serenova designed CxQM to provide supervisors with a single platform to ensure agents adhere to internal policies and procedures and deliver the level of customer service that aligns with the vision and expectations of the business. Now, organizations can truly and fully support the entire quality assessment and skills management lifecycle to ensure delivery of a superior customer experience.
For more information on CxQM, visit: www.serenova.com/products/workforce-optimization. To understand how leveraging solutions such as Quality Management can pinpoint areas for improvement and position your organization to deliver outstanding customer experiences, download the whitepaper Quality Management and Your Contact Center.
“Congratulations to Serenova for being honored with a Cloud Computing Product of the Year Award,” said Rich Tehrani, CEO, TMC. “CxEngage Quality Management is truly an innovative product and is amongst the best solutions available within the past twelve months that facilitates business-transforming cloud computing and communications. I look forward to continued excellence from Serenova in 2019 and beyond.”
For more than 20 years, TMC has been honoring technology companies with awards in various categories. These awards are regarded as some of the most prestigious and respected honors in the communications and technology sector worldwide. Winners represent prominent players in the market who consistently demonstrate the advancement of technologies. Each recipient is a verifiable leader in the marketplace.
About Cloud Computing Magazine
Cloud Computing magazine is the industry’s definitive source for all things cloud – from public, community, hybrid and private cloud to security and business continuity, and everything in between. This quarterly magazine published by TMC assesses the most important developments in cloud computing not only as they relate to IT, but to the business landscape as a whole.
Through education, industry news, live events and social influence, global buyers rely on TMC’s content-driven marketplaces to make purchase decisions and navigate markets. As a result, leading technology vendors turn to TMC for unparalleled branding, thought leadership and lead generation opportunities. Our in-person and online events deliver unmatched visibility and sales prospects for all participants. Through our custom lead generation programs, we provide clients with an ongoing stream of leads that turn into sales opportunities and build databases. Additionally, we bolster brand reputations with the millions of impressions from display advertising on our news sites and newsletters. Making TMC a 360-degree marketing solution, we offer comprehensive event and road show management services and custom content creation with expertly ghost-crafted blogs, press releases, articles and marketing collateral to help with SEO, branding, and overall marketing efforts. For more information about TMC and to learn how we can help you reach your marketing goals, please visit www.tmcnet.com and follow us on Facebook, LinkedIn and Twitter, @tmcnet .
Serenova has transformed the customer experience. Over a decade ago, the company realized technology didn’t exist that could deliver immediate, consistent, and exceptional service. So, it created a true cloud contact center solution that could. The result is the ability to unify everything from customer engagement to quality management to analytics. This single source of truth provides global brands insights about customer information and experiences as they pivot between channels such as SMS, voice, or Facebook messenger.
Whether it’s technology, healthcare, or retail, brands from all industries come to Serenova for its global coverage and deep integrations into the business systems used every day. Why is this important? It creates the opportunity to keep pace with customers by quickly scaling up across the enterprise or out geographically. Recognized by analysts such as Gartner, Serenova is committed to building on an 18-year legacy leading the way in cloud-based contact center innovations. To learn more, visit www.serenova.com. For live updates, follow @SerenovaShine.