Serenova Named by Gartner as a Challenger in the 2018 Magic Quadrant for Contact Center as a Service, North America

Serenova, a leading CCaaS and WFO provider, has been positioned in the Challengers quadrant of the October 2018 Gartner Magic Quadrant for Contact Center as a Service, North America. Based on detailed evaluation of vendors’ ability to execute and completeness of vision, the Magic Quadrant is a definitive source of objective and independent evaluations of enterprise CCaaS solutions.

Contact Centre CLUB

This is Serenova’s fourth consecutive year to be included in the report by Gartner.* A complimentary copy of the research is available for download on the Serenova website at Serenova.com/Gartner-Magic-Quadrant.

“Being a top-notch vendor in the CCaaS market is about more than just having a proven product – it’s about providing guidance and innovation to customers at a time when complexity, consolidation and expectations are at a record high,” said John Lynch, CEO of Serenova. “To us, our continued placement in the Gartner Magic Quadrant for Contact Center as a Service reflects our commitment to delivering solutions that enable contact centres to run more efficiently and seamlessly as they pursue first rate customer service. I believe that Gartner’s assessment of Serenova’s strengths aligns with the value we add to our customers and the returns they achieve on their investment.”

Serenova developed CxEngage as the world’s most reliable, easy-to-use and intelligent CCaaS solution to help its customers achieve better results by delivering insight-rich customer experiences. CxEngage is a true omnichannel contact centre solution built on a multi-tenant architecture. Through a continuous delivery model, Serenova is committed to delivering innovation to the market and its customers. Most recently, Serenova delivered a fully embedded Quality Management solution for CxEngage – CxEngage Quality Management (CxQM). CxQM fully automates the QM process to empower supervisors with a single platform to ensure agents adhere to internal policies and procedures and deliver the level of customer service that aligns with the vision and expectations of the business.

Additionally, over the past year, Serenova continued to deliver innovative functionality to address the increasing challenges faced by agents and supervisors alike in order to increase operational efficiency in the contact centre. Serenova added CxEngage Scoreboard, a performance management, gamification, and agent engagement solution that delivers real-time, custom data to every agent and automating supervisor activities. Further, Serenova released key integrations to Salesforce and Zendesk that embeds omnichannel interaction and routing capabilities directly into the customer relation management solution (CRM). By providing a single, unified workspace to support customer interactions, contact centre agents have what they need to do their job without having to switch back and forth between applications.

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Gartner does not endorse any vendor, product or service depicted in its research publications, and does not advise technology users to select only those vendors with the highest ratings or other designation. Gartner research publications consist of the opinions of Gartner’s research organization and should not be construed as statements of fact. Gartner disclaims all warranties, expressed or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose.

*Positioned in the 2015 report as LiveOps.

About Serenova

Serenova simplifies every aspect of the customer experience, from front office to back, to make life easier for you, your customers and your employees. The world’s most passionate, customer-focused brands achieve brighter interactions, deeper insights, and more meaningful outcomes with Serenova’s always-on, highly secure, true multi-tenant and instantly scalable Contact Center as a Service (CCaaS) platform, CxEngage. Headquartered in Austin, Texas, Serenova also has operations in California, Canada, the United Kingdom and Australia.

Learn more at www.serenova.com