Serenova Wins Product of the Year

Serenova has announced that TMC – a global, integrated media company – has named its CCaaS solution, CxEngage, a 2018 Product of the Year.

Presented by Cloud Computing Magazine, the award honours vendors with the most innovative, useful, and beneficial cloud products and services in the communications industry.

“As changing consumer behaviour drives demand for a more flexible approach to the contact centre, we’ve seen a tremendous surge of organisations turning to cloud-based solutions,” said John Lynch, CEO of Serenova.

“Moving to the cloud with CxEngage enables businesses to be much more responsive to their customers, provides the ability to scale up and down based on seasonal need, and reduces the overall total cost of ownership.”

“Industry recognition such as this honour from TMC is validation of the work we’ve put into creating a disruptive approach in the contact centre market via the cloud.”

“Congratulations to Serenova being honoured with a Cloud Computing Product of the Year Award,” said Rich Tehrani, CEO of TMC.

“CxEngage is truly an innovative product and is amongst the best solutions available within the past twelve months that facilitates business-transforming cloud computing and communications.”

“I look forward to continued excellence from Serenova in 2018 and beyond.”

Serenova releases new features and updates weekly to all CxEngage customers, with no downtime.

As major updates to CxEngage within the last six months, Serenova released Skylight for CRM and Scoreboard – both designed to provide customers flexibility and freedom of choice in how they design their contact centre.

Skylight for CRM

Skylight for CRM embeds omnichannel interaction and routing capabilities directly into the customer relation management solution (CRM) to provide agents with a single workspace for supporting customer interactions.

By combining the advanced CRM functionality and data exchange between Serenova and leading CRM platforms such as Salesforce and Zendesk, agents gain the ability to respond to customers based on their full history in any channel – or change from one to another, as needed, to improve the customer experience.

CxEngage Scoreboard

CxEngage Scoreboard, powered by Clearview, aggregates agent data from disparate systems to enable supervisors’ insight into contact centre operations while empowering agents with the tools they need for self-improvement.

By delivering real-time, custom data to every agent and automating supervisor activities, Serenova customers can help create a culture of continuous development that is a useful tool to help achieve business success.

CxEngage was built from the ground up to completely change and simplify how the contact centre is delivered in the enterprise and redefine the customer experience.

Built to run on cloud providers such as Amazon Web Services (AWS), CxEngage provides unparalleled scalability for complex global deployments, and its command and control architecture is a truly disruptive technological advantage that is unavailable anywhere else in the market.