Serenova and Calabrio Announce Strategic Partnership to Offer Contact Center Management and Workforce Optimization Together in AWS

Serenova, the most globally scalable contact center-as-a-service (CCaaS) provider, and Calabrio, a leading provider of customer engagement and analytics software announced a strategic partnership in which Serenova will resell Calabrio’s Workforce Optimization (WFO) software offering.

The partnership streamlines the entire customer engagement center by tightly integrating Serenova’s CxEngage contact center platform with the Calabrio ONE WFO suite — including call recording, quality management, workforce management and voice-of-the-customer (VoC) analytics offerings — to elevate the customer experience and drive strategic business growth.

Organizations across every major industry are making the shift to refocus and prioritize customer experience as a competitive differentiator. Contact centers that leverage tools and insights to optimize staffing levels and provide agents with continuous coaching and real-time feedback will realize substantial gains in overall customer satisfaction. Combining CxEngage with Calabrio ONE provides customers with an integrated CCaaS and WFO cloud solution in Amazon Web Services (AWS). The partnership provides a complete, unified view of all contact center activity at anytime, anywhere to make informed decisions about their people, processes and performance.

“A contact center’s most valuable asset is its people, and yet, if not properly managed, can be one of the biggest drains on the customer experience,” said Vasili Triant, CEO of Serenova. “The integrated solution provided by Serenova and Calabrio gives our joint customers the insights and capabilities needed to effectively manage agent performance and maximize their customer experience.”

As the most scalable CCaaS and WFO solution integrated in AWS, the partnership offers a simple to use contact center tool with unparalleled scalability, redundancy, and performance, along with built-in support for global compliance, data privacy, and residency requirements. This always-on, true multi-tenant approach from Serenova and Calabrio supports seasonal staffing through an instantly scalable, pay-as-you-go model.

“With the ever-evolving customer demand for instant access to customer service by any means possible, today’s organizations must leverage a technology stack that brings together the needed contact center data – from the customer experience to the individual agent results – into a flexible, scalable solution,” said Tom Goodmanson, president and CEO of Calabrio. “With CCaaS and WFO aligned, our joint customers will quickly realize benefits to their bottom line through the reduction of employee and customer churn, improved contact efficiency, and increased customer satisfaction.”

Together, Serenova and Calabrio will focus on improving the customer and employee experience while promoting productivity and efficiency gains in the contact center with key features including:

o An intuitive, unified interface with tight integrations across modules

o Customizable dashboards and seamless access to data and reporting

o Integrated speech, desktop and text analytics in a single, unified offering

o Highly scalable solutions that let organizations react quickly to changes in staffing needs, global expansion, and seasonal fluctuations

o Smart staffing tools like Dynamic Scheduling—a unique approach to shift-bidding that lightens the scheduling burden and empowers agents