As changing consumer behavior drives demand for a more flexible approach to the contact center, we’ve seen a tremendous surge of organizations turning to cloud-based solutions.
AUSTIN, Texas (PRWEB) June 08, 2018
Serenova, a leading contact center-as-a-service (CCaaS) and workforce optimization (WFO) provider, announced today that TMC, a global, integrated media company, has named its CCaaS solution, CxEngage, a 2018 Products of the Year. Presented by Cloud Computing Magazine, the award honors vendors with the most innovative, useful, and beneficial cloud products and services in the communications industry.
“As changing consumer behavior drives demand for a more flexible approach to the contact center, we’ve seen a tremendous surge of organizations 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 honor from TMC is validation of the work we’ve put into creating a disruptive approach in the contact center market via the cloud.”
“Congratulations to Serenova being honored with a Cloud Computing Product of the Year Award,” said Rich Tehrani, CEO, 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.”
As a true-cloud, multi-tenant solution, 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 best contact center:
- Skylight for CRM embeds omnichannel interaction and routing capabilities directly into the customer relation management solution (CRM) to provide agents 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 pivot seamlessly from one to another, as needed, to improve the customer experience.
- CxEngage Scoreboard, powered by Clearview, aggregates agent data from disparate systems to enable supervisors insight into contact centers 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 essential to achieving business success.
CxEngage was built from the ground up to completely change and simplify how the contact center 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 to solve for complex global deployments, and its command and control architecture is a truly disruptive technological advantage that is unavailable anywhere else in the market.
About Cloud Computing Magazine
Cloud Computing magazine is the industry's definitive source for all things cloud - from public, community, hybrid and private cloud to security and business continuity, and everything in between. This quarterly magazine published by TMC assesses the most important developments in cloud computing not only as they relate to IT, but to the business landscape as a whole.
TMC is a global, integrated media company that supports clients' goals by building communities in print, online, and face to face. TMC publishes multiple magazines including Cloud Computing, IoT Evolution, Customer, and Internet Telephony. TMCnet is the leading source of news and articles for the communications and technology industries, and is read by 1.5 million unique visitors monthly. TMC produces a variety of trade events, including ITEXPO, the world's leading business technology event, as well as industry events: 2015 Connecticut Mobile Summit; Asterisk World; AstriCon; ChannelVision (CVx) Expo; DevCon5 - HTML5 & Mobile App Developer Conference; Drone Zone 360; IoT Evolution Conference & Expo; IoT Evolution Developers Conference; IoT Evolution Fog, Analytics & Data Conference; IoT Evolution Connected Transportation Conference; IoT Evolution Connected Home & Building Conference; MSP Expo; NFV Expo; SIP Trunking, Unified Communications & WebRTC Seminars; Wearable Tech Conference & Expo featuring Fitness and Sports Wearable Technology (FAST) Expo; WebRTC Conference & Expo; and more. For more information about TMC, visit http://www.tmcnet.com.
Serenova simplifies every aspect of the customer experience to make life easier for contact center executives, their customers and employees. The world’s most passionate, customer-focused brands achieve better interactions, deeper insights, and more meaningful outcomes with Serenova’s contact center solutions. 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.