Gartner Recognises Serenova for Contact Centre as a Service

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Serenova has been positioned in the Challengers quadrant of the October 2018 Gartner Magic Quadrant for Contact Centre as a Service, North America.

Based on detailed evaluation of vendors’ ability to execute and completeness of vision, the Magic Quadrant is a definitive source of objective and independent evaluations of enterprise CCaaS solutions.

This is Serenova’s fourth consecutive year to be included in the report by Gartner. A complimentary copy of the research is available for download on the Serenova website.

“Being a top-notch vendor in the CCaaS market is about more than just having a proven product – it’s about providing guidance and innovation to customers at a time when complexity, consolidation and expectations are at a record high,” said John Lynch, CEO of Serenova.

“To us, our continued placement in the Gartner Magic Quadrant for Contact Centre as a Service reflects our commitment to delivering solutions that enable contact centres to run more efficiently and seamlessly as they pursue first-rate customer service.”

“I believe that Gartner’s assessment of Serenova’s strengths aligns with the value we add to our customers and the returns they achieve on their investment.”

Serenova developed CxEngage as the world’s most reliable, easy-to-use and intelligent CCaaS solution to help its customers achieve better results by delivering insight-rich customer experiences.

CxEngage is a true omnichannel contact centre solution built on a multi-tenant architecture. Through a continuous delivery model, Serenova is committed to delivering innovation to the market and its customers.

Most recently, Serenova delivered a fully embedded Quality Management solution for CxEngage – CxEngage Quality Management (CxQM). This fully automates the QM process to empower 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.

Serenova added CxEngage Scoreboard, a performance management, gamification, and agent engagement solution that delivers real-time, custom data to every agent and automating supervisor activities.

Further, Serenova released key integrations to Salesforce and Zendesk that embed omnichannel interaction and routing capabilities directly into the customer relation management solution (CRM). Providing a single unified workspace to support customer interactions means that contact centre agents have what they need to do their job without having to switch back and forth between applications.

This news story has been re-published by kind permission of Serenova– View the original post

Author: Robyn Coppell

Published On: 30th Oct 2018 - Last modified: 18th Mar 2024
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