Notification - Gartner MQ 17

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

Why Choose Serenova?

Own less, command more

Stop buying and maintaining infrastructure and start tapping the power of a true cloud contact center platform. Voice, email, chat, SMS, social, and work items – we support them all and integrate with the CRM for seamless data exchange.  Only Serenova lets your business rapidly deploy an always-on, highly secure, true multi-tenant and instantly scalable contact center solution using a pay-as-you-go model. Our intuitive interface simplifies engagement for all stakeholders, improving time to production and reducing training requirements. You can easily provision new tenants, add agents, modify flows, and build custom reports and dashboards.  And with automatic and continuous updates, your contact center will be future ready.

Operations

Agents and admins have never had more power at their fingertips.

IT

Global deployment and instant scalability with the click of a mouse.

Finance

Save money over both on-premise and other cloud solutions.

Simple.

Easy to use. Easy to administer. Easy to deploy. Serenova built the platform with simplicity at the fore. We know good customer experience is enabled through a good agent experience. You’ll find sublime simplicity at every step, from purchase, to configuration, to operation, to optimization. Experience CX enlightenment in the cloud.

Operations

  • Simplified agent experience
  • True omnichannel platform in a near-zero footprint
  • Works right within your CRM, including real-time pull of contact records
  • Real-time analytics right in the toolbar
  • Ease of use means less training, faster ramp-up times, greater agent efficiency, and increased productivity

IT

  • Reduced technical complexity vs. on-prem AND other cloud contact centers
  • Eliminates the need for hardware infrastructure
  • As a web based platform, no software is required
  • Automatic updates
  • Works with existing phone equipment
  • Allows contact center user to self-service

Finance

  • Unified platform gives you fewer vendors and contracts to manage
  • Eliminate the need for hardware and other depreciating assets
  • Save money during the transition from on-prem, with our infrastructure buy-back program
  • Professional services are an option, not a requirement

Smart.

Do more with your data. Unlock insights traditionally buried in databases and unintelligible reports. Our platform elevates insights to the surface with pre-built and custom reports and dashboards. System intelligence and machine learning adapt your contact center to user activity based on available resources. We’re here to help you do what you do best – even better.

Operations

  • Intelligent routing gets customers to the right agent at the right time
  • Adaptive system improves experience for customers and agents alike
  • Comprehensive, versatile, real-time analytics and reporting
  • Less time spent on setup, optimization, and tech issues means more time to focus on agent and customer insights
  • Open API and consolidated metrics across systems
  • Integration with WFM and RTA analytics helps you optimize your contact center for KPIs and ROI
  • Gain efficiency across channels without sacrificing customer experience

IT

  • Built on AWS infrastructure for maximum security, reliability, and performance
  • Shift your focus from managing infrastructure to driving operational excellence
  • Cutting-edge, next-gen technology ensures your needs and those of your stakeholders are met and exceeded

Finance

  • Smart reporting features help prove the value of your customer experience investment
  • Modernize your Operating Model by turning Capex into Opex
  • True cloud model means you pay for only what you use, instead of what you plan for and possibly exceed
  • No set up fees
  • Aligns organizational stakeholders and cross-functionalizes spend
  • Tie customer experience to top- and bottom-line growth
  • No supervisor licenses
  • No admin licenses

Agile.

Respond in real time. Scale on demand. We know contact centers can be places of constant flux. Whether dealing with unexpected traffic spikes or deploying new contact centers in regions across the globe, Serenova empowers action at every step.

Operations

  • Realize more responsive, customer-centric service
  • Efficiently meet customers where they are
  • Use and customize pre-built call flows or have existing call flows set up free as part of our startup package

IT

  • Achieve scalability and deployment on the fly
  • Enjoy ease of composability with a suite of RESTful APIs
  • Empower IT with better leveraging of strategic IT resources

Finance

  • No telco lock-in: you can use and switch providers based on who offers the best rates, on the fly
  • Integrate to any current and future systems

Contact Center Operations

IT

Finance