Serenova CxEngage: Contact Centre as a Service (CCaaS)

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Take command of your customer experience with Serenova’s cloud contact centre platform: CxEngage. Supporting voice, email, chat, SMS, social – and integrating with the CRM for truly seamless experiences – it's a highly scalable, true multi-tenant contact centre solution. Reduce training requirements and simplify stakeholder engagement with the intuitive interface and ensure rapid deployment with a future ready model delivering automatic and continuous updates.

Delivering communications for the modern workforce, Serenova’s complementary suite of award-winning cloud video conferencing and cloud contact centre solutions empower organisations to elevate workforce collaboration, boost employee productivity and improve CX from anywhere – and across any device.

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Contact centre software designed to help your agents succeed. 

  • Single workspace to talk, chat and message customers.
  • Journey mapping, scripting, performance statistics and contact management embedded within the desktop.
  • No software to install or hardware to manage - agents access everything they need through an online portal. 
  • Flexible and intuitive: support agents anytime, anywhere. 
  • Simplified interaction controls keep the focus on the customer
  • Multi-tenancy capability removes the need for agents to log in and out to access multiple departments. 

Omnichannel capability.

  • Voice
    Inbound and outbound calls can be made via webRTC, PSTN, or SIP. Use agent skills, real-time and historical event data, agent availability, messaging keywords, and CRM data to ensure each call is managed in a way that provides the best customer interaction and experience.
  • Chat
    A rich Messaging SDK enables quick and easy deployment of interactive chat on your website for customers to instantly reach out to agents. Reduce call volumes, give customers a more immediate channel to engage, and improve customer satisfaction and conversion rates.
  • Email
    Increase email efficiency with email templates, transcripts, intelligent keyword routing, a rich text editor, integrated reporting, and zero setup needed by an agent.
  • Text Messaging
    Engage with mobile customers to maintain constant communication and quickly respond to inbound SMS requests, or send outbound SMS reminders and communications individually or in bulk to save time and money.
  • Facebook Messenger
    More than 1 Billion people use Facebook Messenger. Get in touch with your customers and chat one-on-one where they’re most likely to share their customer experience with the rest of the world.
  • 3rd Party Work
    Queue and route work-items such as CRM email, service requests, cases, faxes, and trouble-tickets to the best skilled and available agent to fulfill front and back-office requests and realize a significant reduction in both response and resolution times.
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Serenova integrations

Unified agent experience

 

Siloed solutions are inefficient, expensive, and frustrating. CxEngage is a Contact Centre as a Service (CCaaS) solution with unified Workforce Optimization and pre-built integrations to the world’s largest CRM providers. Get a consolidated view of all your data for more powerful insights, boost agents’ productivity by eliminating switching between screens, and eradicate repetitive administrative tasks.

 

Outstanding voice quality that's cost effective

Poor call quality can negatively impact the customer experience. With Serenova, interactions are local and in-region which means you get far better call quality, even internationally, at a cost-effective and predictable price.


Reporting made effortless.

A cloud contact centre platform that supports your decision making with real-time and historical data. No more trying to make sense of reports run from disparate systems. Gather all your data - even if it's in multiple systems - so you have one source of truth you can trust. You'll have all the information you need before you need it. 

Access current and actionable data across all tenants – think real-time statistics, KPIs and business analytics. With this CCaaS platform, you benefit from a single data pipeline.

With the ability to create custom widgets to visualise your data in columns, bar charts, donuts, bubbles, lines, tables or as a plain value, you can drag and drop to design your own custom reporting dashboard. Keep Key Performance Indicators front and centre – without running individual reports.

 

Configure it your way.

With the advanced flow designer, you’re able to perform administration effortlessly.

Intuitive drag and drop interfaces create sophisticated interaction flows without complicated programming. Use re-usable templates available within the platform or create your own for copy & paste-like functionality. Use intelligent routing to transform the customer journey and leverage event data or messaging keywords to prioritise routing paths.

As the contact centre platform is 100% browser based, it’s easy to support remote workers or a fully virtualized workforce. Integrating into an existing infrastructure? Not a problem: the platform is fully compatible with PSTN, SIP and webRTC technologies.


Serenova is trusted by some of the biggest brands to maintain contact centre continuity.


Transform the customer journey

Deliver exceptional customer experiences with Serenova CxEngage.

Make it simple for your customers to contact you whenever, wherever.

Intelligent routing can help get your customers to the right agent at the right time, whilst the adaptive system improves the experience for both customers and agents. Develop a more responsive, customer centric service and gain efficiency across all channels without sacrificing the customer experience. Enabling self-service for your contact centre customers, you can increase call deflection and ultimately help your customers to find the answers they need, faster.

With a unified agent desktop, agents have visibility of the full interaction history, and channel pivot capabilities mean delivering exceptional experiences across all channels has never been this simple (or this good).


Rock solid stability

The industry leaders for customer satisfaction with a world class NPS score of 84, Lifesize (Serenova’s parent company) has an industry-leading uptime service level agreement. No more worries about downtime or outages with an always-on solution backed up with an SLA guarantee. Handle any type of interaction whenever and wherever you need to.

With a platform built on Amazon Web Services (AWS), customers benefit from rock-solid reliability, enormous global reach, and the ability to scale up and down on demand.


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