Serenova Positioned Again as a Challenger in the 2019 Gartner Magic Quadrant for Contact Center as a Service, North America

October 18, 2019

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Serenova, CCaaS & WFO Provider, One of Nine Vendors Evaluated Based on Ability to Execute and Completeness of Vision


Serenova, a leading contact center-as-a-service (CCaaS) and workforce optimization (WFO) provider, today announced that it has been named to the Challengers quadrant in the Gartner Magic Quadrant for Contact Center as a Service, North America for the fifth consecutive year*.

“The contact center landscape is not only a very crowded one but is constantly changing. For us, to continue to be positioned in this Gartner Magic Quadrant is a testament to our long history, knowledge and innovation in the contact center space,” said John Lynch, CEO of Serenova. “At Serenova, we remain focused every day on driving continuous improvement and delivering greater value for our customers. We believe our placement in this report further validates our ability to compete with larger players, dedication to innovation and growing leadership in the industry.”

Introduced in 2016, Serenova’s CxEngage was built from the ground up to transform and simplify how contact centers deliver memorable customer experience in the enterprise. Through CxEngage’s unified cloud architecture, organizations realize immediate value from their contact centers by providing agents with the most meaningful and actionable information to enable better customer experiences on the channel of their choice – anytime, anywhere. At the same time, CxEngage empowers supervisors to provide value to the business through one, single view of critical metrics with real-time KPIs to enable managers to know what is happening at any time in the contact center.

Extending the unified platform, Serenova has fully embedded quality management into CxEngage through CxEngage Quality Management (CxQM). This additional functionality captures the agent and customer experience across the contact center to allow supervisors to monitor, evaluate and improve the quality of customer experience—all backed by the flexibility of the cloud.

The report evaluated nine vendor solutions in the CCaaS market in North America. Based on detailed evaluation of each vendor’s ability to execute and completeness of vision, we believe the Magic Quadrant is a definitive source of objective and independent evaluations of enterprise CCaaS solutions. A complimentary copy of the research is available for download on the Serenova website at

* Gartner, Magic Quadrant for Contact Center as a Service, North America,  Drew Kraus, Steve Blood, Simon Harrison, 15 October 2019.

Gartner Disclaimer

Gartner does not endorse any vendor, product or service depicted in its research publications, and does not advise technology users to select only those vendors with the highest ratings or other designation. Gartner research publications consist of the opinions of Gartner’s research organization and should not be construed as statements of fact. Gartner disclaims all warranties, expressed or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose.

About Serenova

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. Serenova is committed to building on an 18-year legacy leading the way in cloud-based contact center innovations. To learn more, visit For live updates, follow @SerenovaShine.

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