Combination of Native WFO and CCaaS Becoming Critical to Acceleration of Contact Center Operations
Serenova, a leading contact center-as-a-service (CCaaS) and workforce optimization (WFO) provider, is experiencing significant industry adoption for its native quality management offering, CxEngage Quality Management (CxQM). Serenova’s unification of CCaaS with Quality Management overcomes the limitations of siloed solutions through a consolidated, 360-view of customer and agent interactions. Now, organizations can truly and fully support the entire quality assessment and skills management lifecycle to ensure delivery of a superior customer experience. As a result, Serenova experienced an attach rate of 90% of its customer deals in Q4 2018 alone.
With a truly integrated QM and CCaaS solution, Serenova’s diverse customers base – including Gravie, provider of a reinvented health benefits marketplace – is taking a proactive approach to uncovering opportunities for coaching and training to ensure their agents are always delivering a top-notch customer experience. This is a critical component to the contact center’s ability to drive business growth. In fact, the Forrester Wave™: Cloud Contact Centers, Q3 2018 stated that “Forrester believes that natively integrated WFO technologies — such as workforce management (WFM), quality monitoring, call recording, performance management, and text and speech analytics — provide immediate benefits and lay the groundwork for contact centers to evolve strategically.”
“The landscape of the contact center market has changed dramatically over the last several years–first with the move to the cloud and now with technologies like integrated quality management. Having an integrated solution enables organizations to take a more proactive approach to how they deliver on their promise of customer experience,” said John Lynch, CEO of Serenova. “The rate at which we’ve seen the adoption of CxEngage Quality Management in such a short time has far exceeded my expectations. Our take rate is an indication that Serenova is providing the innovation leading organizations have long needed. We’re committed to helping our customers reduce costs and drive increased customer satisfaction by centralizing and streamlining their contact center operations to more effectively engage with their agents and customers.”
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.
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.
Serenova at Enterprise Connect 2019
Serenova is demonstrating CxEngage and CxEngage Quality Management next week at Enterprise Connect in Orlando. Stop by booth #1013 to experience how Serenova creates one powerful solution for delivering outstanding customer experiences. For more on Enterprise Connect visit: http://www.enterpriseconnect.com/orlando/. Follow the activity at Enterprise Connect on Twitter at #EC19.
Serenova simplifies every aspect of the customer experience to make life easier for contact center executives, their customers and employees. The world’s most passionate, customer-focused brands achieve better interactions, deeper insights, and more meaningful outcomes with Serenova’s contact center solutions. Headquartered in Austin, Texas, Serenova has operations in California, Canada, the United Kingdom and Australia. Learn more at www.serenova.com. For live updates, follow @SerenovaShine.