Supplier Spotlight: Serenova

September 16, 2019 By CM Group

Not Your Typical Omnichannel Contact Center Solution 

It’s a little-known fact, but Serenova started out as a business process outsourcer, meaning they actually were a contact center before evolving into a cloud contact center solution company. They built their own cloud solution because they deeply understood the technology challenges that customers needed to solve.

Serenova’s solution continued to evolve based on lessons learned after developing contact center software for 15 years. The result – CxEngage, a unified cloud contact center platform that was built from the ground up for contact centers by a contact center. They didn’t inherit another company’s architecture or force-fit an acquisition’s technology into their platform. Rather, Serenova intimately understands contact centers’ challenges and built cloud technology from scratch to best support them.

Fundamentals First

The Serenova approach is to really understand core problems and build solutions that solve them. To that end, the team works hard to knock it out of the park when it comes to solving contact centers’ biggest concerns such as:

  • Stability: “Will it work when I need it?”
  • Reliability: “Can I trust it will always be up and running?”
  • Scalability: “Can it expand or shrink to fit my needs (and not the other way around)?”

These are the core fundamentals every contact center needs to run their business. Serenova believes these three building blocks are critical for contact centers to be successful and that’s where they focus development efforts.

Laser Focus on Making Customers Successful

Serenova has one focus: helping customers take advantage of the cloud and achieving outstanding results by reducing costs, boosting efficiency, and improving the customer experience. They are tightly focused on helping contact centers of all sizes easily move to the cloud so they can harness its advantages, too. 

Quick Facts

Headquarters: Austin, TX

Company size: 201-501 employees

Year founded: 2000

Specialties: contact center software, cloud applications, cloud technology, direct response marketing, customer service software and applications, multichannel contact center, social customer service, mobile marketing and customer support, customer experience, chatbot, workforce optimization, quality management, and CCaaS

Website: http://www.serenova.com/

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