Serenova, a leading contact center-as-a-service (CCaaS) provider, continues to see significant industry adoption across the globe of its latest CCaaS offering, CxEngage. Today the company announced that a leading online accounting and payroll software vendor based in the United Kingdom selected CxEngage due to its broad range of contact center capabilities along with its flexibility, scalability and global footprint, which will improve the company’s ability to address customer needs anytime, anywhere.
In addition to helping its customer service program, the software vendor is committed to outpacing competitors by adopting a cloud-first transformation with innovative, true cloud solutions like CxEngage.
The leading online accounting and payroll software vendor provides the world’s entrepreneurs and business builders with accounting, payroll and payment systems to help advance their businesses. With more than 6,000 agents supporting those customers across 23 countries, the company needed to replace its outdated and inflexible on-premises call center product due to limitations in reporting capabilities and an inability to support global operations. By selecting CxEngage, Serenova’s new customer will see immediate benefits from a robust CCaaS solution that is easy to use and provides unparalleled scalability to solve for complex global deployments. CxEngage’s command and control architecture will improve the customer’s costs across its contact center, advance operational agility, and help deliver exceptional customer experiences. Importantly, CxEngage allows the company to move from disparate, on-premises contact center solutions to a unified solution based in the cloud, supporting the organization’s company-wide initiative for a cloud-first transformation.
“In making the evolution to a cloud-first approach, a critical step for our customer was to adopt a contact center solution that delivers the cost savings, flexibility and ease of use of a SaaS application,” said Baker Johnson, SVP of Marketing, Serenova. “While the CCaaS model was important to our customer, they also realized the importance of finding a solution that could handle the complex and global use cases they are faced with daily. In their due diligence, our new customer found CxEngage to be the only CCaaS solution that provided the breadth and depth of coverage to offer their own customers a comprehensive range of resources to help, as well as a solution with the ability to scale as their business grows. CxEngage met all of the requirements and was the logical choice for our customer.”
Serenova CxEngage: Providing Brighter Insight, Interactions and Outcomes
In introducing CxEngage, Serenova wanted to offer the market a comprehensive, scalable contact center solutions, couple with the benefits of SaaS – including faster time to value, ease of use, and lower operational and upgrade costs. With Serenova’s history and experience solving complex customer experience challenges for the world’s largest organizations, the company is uniquely positioned to provide an enterprise-wide CCaaS solution to completely change and simplify how the contact center is delivered in the enterprise. Customers are quickly seeing CxEngage as a simple-to-deploy, cost-effective SaaS solution that provides immediate value to business and IT users with services that are fast to set up and easy to use.
Run on Amazon Web Services (AWS), CxEngage provides unparalleled scalability to solve for complex global deployments, and its command and control architecture is a truly disruptive technological advantage that is unavailable anywhere else in the market. Designed so that calls never leave the PBX, CxEngage allows businesses to realize a significant reduction in call latency, improved call quality and up to a 50% savings in telco fees through the elimination of the A and B legs.