Notification - Gartner MQ 17

The 2017 Gartner Magic Quadrant for Contact Center as a Service is Here Download

Virtual Contact Center Solution

Deploy or scale an omnichannel contact center rapidly, anywhere, anytime, with the Serenova virtual contact center solution with failover protection. 

CxEngage for the Virtual Contact Center

CxEngage cloud contact center platform lets agents work from home or anywhere else in the world, as productively as any premise-based agent. Adopting a virtual call center increases operational agility and delivers cost savings by enabling outsourcing and reducing facilities and infrastructure footprint. CxEngage’s pay-for-what-you use model further optimizes your operation with the ability to increase and decrease capacity to meet real-time demands. 

No Hardware

Our 100% browser-based solution with WebRTC means no hardware is required to get an agent working. All they need is an internet connection.

Elastic Scaling

You can scale up, out, and back down again on demand. No waiting for a response. Just deploy new users when and where you need them. 

CRM-Flexible

Whether you want to integrate with a CRM like Salesforce or Zendesk or want an all-in-one contact center and CRM, CxEngage has the solution.

Unlimited Capacity

There are no caps to the number of agents your tenant or sub-tenants can hold. Deploy as many agents as you need without workarounds or fractured reporting.

Your Anytime, Anywhere Agent Assurance Policy

CxEngage gives your agents browser-based call coverage anywhere across the globe, drastically reducing the cost and complexity of running a virtual contact center. And what happens when your remote agents experience an outage? With CxEngage, Agents can always be available to accept inbound calls, using our Agent Lite feature, by dialing into a dedicated IVR to alert the system to temporarily reroute calls to their landline or mobile phone. 

Virtual Contact Center Features

CxEngage lets agents work from home or anywhere else in the world, as productively as any premise-based agent. Adopting a virtual call center increases operational agility and delivers cost savings by enabling outsourcing and reducing facilities and infrastructure footprint. CxEngage’s pay-for-what-you use model further optimizes your operation with the ability to increase and decrease capacity to meet real-time demands without paying for idle capacity.

In-Toolbar Metrics

Situationally aware agents.

Remote agents can see personal and call center metrics right in the toolbar, to instantly correct course or prepare for an influx of contacts. 

Remote Supervision

Situationally aware managers.

With features like silent monitor and barge-in, contact center managers can stay aware of agent performance and step in where needed to ensure key metrics are always met.

WebRTC

Browser-based telephony.

With several options for WebRTC telephony, CxEngage gives your agents browser-based call coverage anywhere across the globe, drastically reducing the cost and complexity of running a virtual contact center.

Agent Lite

Disaster recovery for agent internet failure.

Agents can always be available to accept inbound calls, even when they lose internet access, simply by alerting the system to temporarily reroute calls to their landline or mobile phone by dialing into a dedicated IVR.  

Skills and Data-Based Routing

Utilize the right agent, every time.

Ensure customers reach the best available agent for their needs and for the requirements and priorities of the business, every time.

CRM Integration with Open CTI

Context and customer-aware agents.

CRM integrations including Salesforce and Zendesk with Open CTI lets agents take contacts right within your system of record for customer history.

  •  Rapidly deploy customer service agents and sales teams in virtual, remote, and hybrid contact centers.
  •  Scale on demand with additional agents who can work productively within complex, global operations.
  •  Streamline customer access to the most appropriate agent, with our intelligent omnichannel routing.

The Most Trusted Virtual Call Center Solution

Serenova knows the realities of operating a complex network of agents. It’s part of our heritage. Our technology founded one of the very first agent outsourcing companies, now with a network of over 20,000 independent, at-home agents. Our largest virtual contact center customers juggle highly varied skillsets, fragmented operations, and multiple team configurations in global contact center environments. Our experience supporting these operations provides unique insight into the link between operational success and the technology that enables it.

We bring experience and awareness of best practices to create software that helps you to deliver outstanding results in deploying complex contact centers utilizing remote and hybrid workforces across multiple locations.