We understand that a customer’s experience with a brand is among the most important elements in any transaction.


Serenova, a leading contact center-as-a-service (CCaaS) and workforce optimization (WFO) provider, announced today that TMC, a global, integrated media company, has named CxEngage a 2018 Contact Center Technology Award winner. Presented by CUSTOMER Magazine, the Contact Center Technology Award honors vendors and technologies that have embraced technology as a key tool for customer service excellence. This award distinguishes Serenova’s success as an innovator, thought leader, and market mover in the contact center and customer care industries.

“We understand that a customer’s experience with a brand is among the most important elements in any transaction,” said John Lynch, CEO of Serenova. “That said, the contact center is often the frontline of that customer experience, which means it needs reliable technology that not only empowers the agents to work smarter but provides the always-on reliability that simply works. The 2018 Contact Center Technology is recognition that CxEngage sets the standard for technology that creates positive, personalized customer experiences. We look forward to continuing to raise the bar with our innovative approach to CCaaS.”

In the past year alone, Serenova has released several key features as part of continued innovation and development of CxEngage, including:

  • CxEngage Quality Management – captures the agent and customer experience across the contact center to allow supervisors to monitor, evaluate, and improve the quality of customer experience – all natively embedded in CxEngage.
  • CxEngage Scoreboard – aggregates agent data from disparate systems to provide supervisors insight into contact centers operations while empowering agents with the tools they need for self-improvement.
  • Skylight for CRM – embeds omnichannel interaction and routing capabilities directly into the customer relation management solution (CRM) – including Salesforce and Zendesk – to provide agents a single workspace for supporting customer interactions.

“Congratulations to Serenova for being awarded a 2018 CUSTOMER Magazine Contact Center
Technology Award. CxEngage has been selected for demonstrating innovation, quality and unique features which have had a positive impact on the customer experience,” said Rich Tehrani, CEO, TMC. “We’re pleased to recognize their achievement.”

To find out more about Serenova’s CxEngage, please visit: http://www.serenova.com/cxengage.

Since 1982, CUSTOMER magazine (formerly Customer Interaction Solutions) has been the voice of the call/contact center, CRM and teleservices industries. CUSTOMER has helped the industry germinate, grow, mature and prosper, and has served as the leading publication in helping these industries that have had such a positive impact on the world economy to continue to thrive. Through a combination of outstanding and cutting-edge original editorial, industry voices, in-depth lab reviews and the recognition of the innovative leaders in management and technology through our highly valued awards, CUSTOMER strives to continue to be the publication that holds the quality bar high for the industry. Please visit http://www.customer.tmcnet.com.

About TMC
Through education, industry news, live events and social influence, global buyers rely on TMC’s content-driven marketplaces to make purchase decisions and navigate markets. As a result, leading technology vendors turn to TMC for unparalleled branding, thought leadership and lead generation opportunities. Our in-person and online events deliver unmatched visibility and sales prospects for all percipients. Through our custom lead generation programs, we provide clients with an ongoing stream of leads that turn into sales opportunities and build databases. Additionally, we bolster brand reputations with the millions of impressions from display advertising on our news sites and newsletters. Making TMC a 360-degree marketing solution, we offer comprehensive event and road show management services and custom content creation with expertly ghost-crafted blogs, press releases, articles and marketing collateral to help with SEO, branding, and overall marketing efforts. For more information about TMC, please visit http://www.tmcnet.com and follow us on Facebook, LinkedIn and Twitter, @tmcnet.

About Serenova
Serenova simplifies every aspect of the customer experience to make life easier for contact center executives, their customers and employees. The world’s most passionate, customer-focused brands achieve better interactions, deeper insights, and more meaningful outcomes with Serenova’s contact center solutions. Headquartered in Austin, Texas, Serenova has operations in California, Canada, the United Kingdom and Australia. Learn more at http://www.serenova.com. For live updates, follow @SerenovaShine.

Powered by WPeMatico