Every interaction is an opportunity – a moment of truth − for your brand to deliver an outstanding customer experience. We help you achieve better results by delivering insight-rich customer experiences on the world’s most reliable, easy-to-use, and intelligent cloud contact center solution, CxEngage.
Interactions can be unpredictable in a contact center – customers may be calling, texting, or emailing to place an order, ask a question, or solve a problem. Every time a customer contacts you, it’s a chance to make or break your company’s reputation. With Serenova, you’ll look forward to every interaction, because you’ll have the confidence CxEngage can deliver on that moment of truth. And regardless of how your contact center pivots, our next-generation technology will be right there with you.
Our cloud contact center software was built with the everyday challenges that contact centers face in mind. Learn how our solution helps contact centers deliver the fundamentals needed to power seamless customer experiences.
Eliminate Data Silos
The cloud is the foundation for CxEngage’s unified architecture which marries all your systems, data, and processes. This is in sharp contrast to on-premises and siloed systems which are often nightmares of inefficiency due to lack of integration and their inability to share data.
One of CxEngage’s core building blocks is stability. You need to trust that your contact center solution will be up and running when you need it. We use Amazon Web Services (AWS) as our infrastructure backbone, which gives us outstanding reliability.
Say goodbye to relying on a team to pull reports from multiple systems and wrangle data so it makes sense. Since CxEngage is a unified platform, data is gathered from disparate systems (like your CRM) so you can easily create your own reports, view trends, make decisions, and have an impact. You’ll finally have a single source of truth you can trust.
Omnichannel Customer Experience
A true omnichannel strategy refers to delivering a unified experience across all channels. For example, if a customer texts your contact center and later switches to phone, any agent that helps the customer will have the full context of the text session and can pick up where the last agent left off. Essentially, customers can switch channels as they please without starting the conversation over, and agents have the information at their fingertips to easily service customers regardless of the channel.
Change Contact Center Interaction Flows Easily
It’s frustrating when your team needs a simple system update made, but you have to hire expensive Professional Services or wait for months on technical resources to do it. We’ve designed CxEngage so your team can define the optimal customer journey and deploy it on-the-fly themselves– no programming expertise or special skills are needed.
Workforce Optimization Software
With 81% of companies recognizing customer experience as a competitive differentiator, it’s important to do all you can to positively impact customer retention and satisfaction. Implementing a workforce optimization program can be a powerful tool for consistently delivering excellent customer experiences.
A Solution Built For You
One of our core tenets is fitting into your ecosystem. To that end, you have a choice when it comes to workforce optimization: you can choose to use our native workforce optimization/quality management solution, which is unified with our cloud-based solution, CxEngage, or if you already have a preferred workforce optimization solution, we offer pre-built integrations with popular solutions from Verint, Teleopti, and Calabrio.
Quality management is a key factor in boosting the customer experience, because it pinpoints where your team is doing well in delivering outstanding service and areas for improvement.
CxEngage Quality Management monitors and evaluates agents’ interactions with customers by recording calls, capturing agents’ desktop screens and facilitating the evaluation of agents’ performance.
With this critical information, you can identify exactly where each agent is delivering great service while uncovering opportunities for additional training and coaching. CxEngage Quality Management is unified with the larger CxEngage platform, which creates one powerful solution for delivering outstanding customer experiences. CxEngage also supports workforce optimization/quality management solutions from Verint, Teleopti, and Calabrio.
CxEngage Quality Management Process
Agent Recording Record both voice and screen interactions
Recording Selection Select which recording(s) to evaluate by Quality Manager
Recording Evaluation Review and score agents against customizable criteria
Coaching Recommendations Receive recommendations from CxEngage for agents to coach on particular skills
Agent Coaching and Learning Management Share feedback and action/learning plans with agent
Workforce management optimizes staffing and increases forecast accuracy so you always have the right number of agents available to achieve your service levels. Workforce management minimizes administrative effort, improves agent engagement and schedule adherence, and optimizes headcount requirements which, in turn, reduces labor costs.
Serenova partners with leading third-party workforce management solutions from Verint, Teleopti, and Calabrio so you can choose the system that best fits your requirements. All are fully integrated with the CxEngage platform.
TelStrat WFO Software
Engaging and managing your teams well is essential to optimizing your biggest investment and exceeding customer expectations. A workforce optimization program – supported by the right software – is the answer. And Serenova offers that solution through on-premises and cloud WFO software.
TelStrat WFO provides world-class workforce optimization functionality via an easy-to-use interface.
Record your agents’ screens and monitor them live with synchronized audio playback.
Optimize agent-customer interactions with targeted evaluation, coaching and training.
Get a view into your agent desktops and call recordings with desktop and speech analytics.
Schedule the right team with the right skills for the right time.
Scalable Solutions Built for You
No matter the size of your business, WFO TelStrat delivers the solutions you need when you need them. Whether you are a small, mid-sized, or enterprise company, take advantage of a complete WFO solution that improves agent performance and the customer experience. Capture intelligence and ensure compliance while boosting efficiency, quality and customer satisfaction.
Contact Center CRM Integrations
Make CxEngage even more powerful by integrating with other CRM Contact Center Solutions. Our ability to integrate with future systems allows us to grow as you grow.
Seamless IntegrationCxEngage, our cloud contact center solution, is designed to fit into your ecosystem by offering pre-built integrations to the most preferred CRM providers, Engagement solutions, and Workforce Optimization/Quality Management solutions. You can also build your own custom integration using our APIs.
Pre-Built CRM Integrations
By integrating your CRM’s valuable customer data with CxEngage, you’ll have an even more powerful platform for delivering insight-rich customer experiences. We offer pre-built integration to the two most popular CRMs: Salesforce and Zendesk.
Payment Collection Solution
Protect your contact center and your customers with a secured payment solution. Serenova’s pre-built integration with Key IVR fosters a PCI-DSS Level 1 compliant cloud platform. Deliver seamless customer experiences and ensure your agents are never exposed to sensitive payment and cardholder data.
Give your voice callers an outstanding customer experience while improving self-service and reducing call volumes by 10% or more. Visual IVR lets callers navigate IVR options visually, on a mobile app, rather than using a traditional phone-based IVR. It increases self-service capabilities by reducing the number of expensive calls your contact center takes and appeals to a broad audience including satisfying younger generations’ preferences for using a mobile app versus a phone tree.
Build Your Own Integration with Serenova APIs
Have a CRM or other application you’d like to integrate with CxEngage that’s not listed above? Not to worry – you can build a custom integration to other applications using our REST APIs. You’ll be able to extend the CxEngage platform and compose your own solutions any way you wish.
CxEngage Workforce Management Process
Shift dynamically as events occur
Leverage rules based architecture
Adjust to skill level
Work where you need with mobile capabilities
Enable easy shift-trading
Accommodate for intraday scheduling
Track adherence in real-time
Receive alerts and notifications
Forecast long-term needs accurately, taking availability and attrition into account
Understand and analyze budget, capacity and hiring requirements
Align schedules with budget targets
Accommodate for capacity needs
Hire for targeted schedules
Enable and optimize for vacation requests
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