Serenova has announced it has received industry analyst recognition as a Strong Performer in the “The Forrester Wave: Cloud Contact Centers, Q3 2018”.
For the report, Forrester Research evaluated 11 of the most significant vendors in the cloud contact centre market.
The report noted: “Companies in North America and Europe that require large scale and global voice support, with hundreds to thousands of seats, should consider Serenova CxEngage.”
The Forrester Wave examines the current state of the contact centre landscape and its evolution to cloud-based technologies.
The report is based on an exhaustive process of evaluating 32 criteria for each participating vendor, which included an in-depth product and company evaluation and interviews with Serenova customers.
Based on direct customer feedback, Forrester cited that “customers tout Serenova’s ability to scale, support for voice services, strong set of APIs, and security.”
“We believe the results of this report confirm Serenova’s continued commitment to innovate, leading the way in developing a cloud-based contact centre platform that emphasises ease of use and always-on reliability for our customers,” said John Lynch, CEO of Serenova.
“We’re proud to be recognised as a Strong Performer in this Forrester Wave report. We believe our ranking in the report is validation of our strategy and solution.”
“In our view, the customer feedback is further endorsement of our team’s focus on reliability and stability. It also indicates how critical it is for us to work hand in hand with each customer to ensure contact centre success.”
In the report, Forrester states: “native WFO for cloud contact centre deployments is increasingly becoming a requirement.”
It further explains the benefits of having native WFO functionality in the contact centre solution, as it “allows a broader range of contact centre managers, team leaders, and agents to navigate across the contact centre system using a common user interface.”
Serenova recently unveiled its own native WFO capabilities with CxEngage Quality Management (CxQM).
Fully embedded in CxEngage, CxQM captures the agent and customer experience across the contact centre to allow supervisors to monitor, evaluate, and improve the quality of customer experience – all backed by the flexibility of the cloud.