Serenova Workforce Optimization

Improve Agent Performance, Improve Customer Experience

Combine Your Cloud Contact Center with WFO and Improve Your Customer Experience

  • Get a consolidated view into your plan vs. actual performance
  • Rationalize applications across your contact center
  • Integrate your reporting and analytics
  • Eliminate time-consuming data consolidation efforts

Quality Management

Capture, Assess, Improve, Repeat

Quality Management is often the starting point for contact centers who are seeking to improve agent performance. With CxEngage QM, contact centers can:

  • Improve compliance & mitigate regulatory risks
  • Capture & record voice and non-voice interactions
  • Analyze overall performance across the organization
  • Deliver coaching with integrated learning & skill enhancement
  • Increase customer experience & loyalty
  • Provide consistent evaluation frameworks
  • Deliver timely & insightful performance feedback
  • Calibrate evaluators to ensure fair and consistent feedback

CxEngage Quality Management Process

  1. Agent Recording
    Record both voice and screen interactions
  2. Recording Selection
    Select which recording(s) to evaluate by Quality Manager
  3. Recording Evaluation
    Review and score agents against customizable criteria
  4. Coaching Recommendations
    Receive recommendations from CxEngage for agents to coach on particular skills
  5. Agent Coaching and Learning Management
    Share feedback and action/learning plans with agents
The CxEngage Quality Management process

Workforce Management

Optimize staffing and increase forecasting accuracy

If you’re managing scheduling, you know better than anyone how important it is to get it right. A missed forecast means a related fall in service level achievement, increases wait time for your customers and can lead to high customer dissatisfaction. WFM enables you to:

  • Simplify scheduling and administrative activities
  • Improve morale by enabling shift bidding and trading
  • Receive alerts and notifications at the individual or the aggregate level
  • Improve agent utilization with more accurate insights
  • Utilize real-time operational data for improved forecasts, plans & schedules

CxEngage Workforce Management Process

  1. Plan
    • Shift dynamically as events occur
    • Leverage rules-based architecture
    • Adjust to skill level
  2. Administer
    • Work where you need with mobile capabilities
    • Enable easy shift-trading
    • Accommodate for intraday scheduling
    • Track adherence in real-time
    • Receive alerts and notifications
  1. Forecast
    • Forecast long-term needs accurately, taking availability and attrition into account
    • Understand and analyze budget, capacity and hiring requirements
  2. Schedule
    • Align schedules with budget targets
    • Accommodate for capacity needs
    • Hire for targeted schedules
    • Enable and optimize for vacation requests
The CxEngage Workforce Management process flow

Performance Management

Improve Performance, Improve Morale

No agent wants to fail. But all too often, coaching is the first item cut when contact centers get busy and priorities shift. With targeted performance management via CxEngage QM, you can:  

  • Improve agent performance
  • Increase agent productivity
  • Reduce average handle time 
  • Reduce after-call work
  • Improve motivation, engagement and morale
The CxEngage Scoreboard performance management software interface

The combination of WFO, Performance Management, and the most stable cloud contact center solution gives you the framework to provide the customer experience you need to deliver.

CxEngage Quality Management logo
  • Capture and record customer and agent interactions
  • Provide assessments on interaction quality
  • Deliver timely feedback to agents
  • Safely store and recall interactions for ongoing training and regulatory compliance
CxEngage Scoreboard logo
  • Receive enterprise-wide visibility into agent performance
  • Have access to real-time customizable performance dashboards
  • Gamify goals and objectives to motivate contact center staff
  • Create and deliver “Voice of the Agent” surveys to engage and develop staff
  • Leverage wallboards to highlight goals and performance

Our Integrated WFO and WFM Partner Solutions

Clients and prospects can select any of the ecosystem partners below to best fit their requirements with the assurance of a fully integrated, supported and highly scalable WFO solution with full interoperability with Serenova’s Contact Center as a Service - CxEngage.

Teleopti logo

Teleopti WFM is a world-class Workforce Management solution that encompasses all that you need to optimize the staffing and customer service across your enterprise. Our complete solution supports optimization of your contact center, back office and even your branches and stores.

Calabrio WFM logo

Calabrio ONE is a unified workforce optimization (WFO) software suite – including call recording, quality management, workforce management and voice-of-the-customer (VoC) analytics – that transforms the contact center into a customer engagement center and a valuable source of customer insight.

Verint logo

Verint® is a global leader in Actionable Intelligence® solutions with a focus on customer engagement optimization, security intelligence, and fraud, risk and compliance. Today, more than 10,000 organizations in 180 countries — including over 80 percent of the Fortune 100 — count on Verint solutions to make more informed, effective, and timely decisions.