Serenova Launches Contact Center Maturity Assessment

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Free tool evaluates and identifies areas of opportunities to strengthen customer experience delivery.

As the frontline to the customer, a contact center can either make or break a brand’s reputation.

Serenova, a leading contact center-as-a-service (CCaaS) and workforce optimization (WFO) provider, today unveiled a free tool to help organizations assess the state of their customer service programs. The Contact Center Maturity Assessment is designed to uncover areas of strengths and weakness for customer service readiness as well as provide prescriptive guidance to elevate a contact center’s current state based on individual results.

Customer experience has become the critical competitive differentiator across industries. However, organizations are still striving to get it right. In fact, according to Vanson Bourne research, The State of the Brand Experience, 77% of survey respondents reported having had a bad customer experience within the last year when interacting with a brand. To combat this, many organizations want to better understand how the employee experiences at their own organizations stack up against companies across industries and geographies. The Contact Center Maturity Assessment tool enables organizations to benchmark their current contact center processes and tools against their peers to understand how they can create better customer experiences.

“As the frontline to the customer, a contact center can either make or break a brand’s reputation. However, each contact center is only as good as the strategy and processes they have in place,” said Michelle Burrows, CMO of Serenova. “Our goal with the Contact Center Maturity Assessment is to provide contact center leaders an opportunity to baseline their programs against their peers. We’re then providing the insights and resources to systematically improve their customer experience programs. Organizations that set their sights on and deliver on these expectations differentiate themselves from the competition and become market leaders.”

In partnership with Nemertes Research, the Contact Center Maturity Assessment leverages data and research from the leading analyst firm in three critical areas for contact center success: leadership and staffing; contact center technology; and agent analytics. Users of the assessment tool will answer a series of questions in each focused area to determine their organization’s effectiveness across these categories. Based on responses, users will have access to additional, free resources to gain a better understanding of customer experiences in order to create a stronger strategy for future success.

For access to the Contact Center Maturity Assessment, please visit:

About Serenova
Serenova has transformed the customer experience. Over a decade ago, the company realized technology didn’t exist that could deliver immediate, consistent, and exceptional service. So, it created a true cloud contact center solution that could. The result is the ability to unify everything from customer engagement to quality management to analytics. This single source of truth provides global brands insights about customer information and experiences as they pivot between channels such as SMS, voice, or Facebook Messenger.

Whether it’s technology, healthcare, or retail, brands from all industries come to Serenova for its global coverage and deep integrations into the business systems used every day. Why is this important? It creates the opportunity to keep pace with customers by quickly scaling up across the enterprise or out geographically. Recognized by analysts such as Gartner, Serenova is committed to building on an 18-year legacy leading the way in cloud-based contact center innovations. To learn more, visit For live updates, follow @SerenovaShine.

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Erin Hanley
Serenova, LLC
+1 5123542814
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