AUSTIN, Texas (PRWEB) October 04, 2018
Serenova, a leading contact center-as-a-service (CCaaS) and workforce optimization (WFO) provider, today 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 center market. The report noted that “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 center 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 center platform that emphasizes ease-of-use and always-on reliability for our customers,” said John Lynch, CEO of Serenova. “We’re proud to be recognized 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 center success.”
In the report, Forrester states that “native WFO for cloud contact center deployments is increasingly becoming a requirement.” It further explains the benefits of having native WFO functionality in the contact center solution as it “allows a broader range of contact center managers, team leaders, and agents to navigate across the contact center 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 center to allow supervisors to monitor, evaluate, and improve the quality of customer experience - all backed by the flexibility of the cloud.
A complimentary copy of the research is available for download on the Serenova website at: serenova.com/forrester-wave-2018.