Premier Animal Health Provider Moves its Contact Center to the Cloud with Serenova

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AWS-based CxEngage delivers scale and real-time insights required for agile, personalized service across the company’s global customer base.

Underserved by an outdated and high-maintenance on-premises system, our new customer turned to Serenova for the global scalability we can offer, coupled with our deep knowledge of the contact center.

Serenova, a leading contact center-as-a-service (CCaaS) provider, today announced that the world’s largest animal health company has chosen to switch from its outdated, inflexible on-premises contact center to Serenova’s all-new, built from the ground up CCaaS solution, CxEngage. Serving customers in more than 100 countries, the company’s on-premises system struggled to keep pace with their rapid global expansion and a growing reliance by their end users on digital services. The transition to CxEngage provides the company a single solution to support a dispersed customer base as well as the flexibility to scale up and out to meet the individual requirements of each local market.

Having served the veterinary community for more than six decades, this animal health company is laser focused on staying ahead of the curve through their use of technology not only in the development of their products, but also in how they serve their customers. The company’s cloud-first approach across the organization led them to look for a contact center solution that delivered the cost savings, flexibility and ease of use of a SaaS application. The selection of CxEngage gives the company a single, global solution that reduces operational costs and enhances overall efficiency across their contact center. Based on Amazon Web Services (AWS), the solution enables a transformational change for both the business and customers – all with enterprise-grade reliability and security.

“When it comes to something as important as our pet’s and livestock’s health, it is critical to have an always-on, reliable connection,” said Vasili Triant, CEO of Serenova. “Underserved by an outdated and high-maintenance on-premises system, our new customer turned to Serenova for the global scalability we can offer, coupled with our deep knowledge of the contact center. We will be their partner at every turn, helping them to extend their leading position in the space through world-class customer service.”

Having repeatedly faced call latency issues, the animal health company also understood the value of CxEngage’s command and control architecture as a unique technical advantage. Designed so that calls never leave the PBX, CxEngage will allow Serenova’s new customer to realize a significant reduction in call latency, improved call quality and up to a 50 percent savings in telco fees by controlling the interaction with API calls to the PBX rather than routing them back and forth through the contact center.

About Serenova
Serenova simplifies every aspect of the customer experience, from front office to back, to make life easier for you, your customers and your employees. The world’s most passionate, customer-focused brands achieve brighter interactions, deeper insights, and more meaningful outcomes with Serenova’s always-on, highly secure, true multi-tenant and instantly scalable Contact Center as a Service (CCaaS) platform, CxEngage. Headquartered in Austin, Texas, Serenova has operations in California, Canada, the United Kingdom and Australia. Learn more at http://www.serenova.com. For live updates, follow @SerenovaShine.

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Erin Hanley
Serenova, LLC
+1 5123542814
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