Serenova Acquires Workforce Management Technology from Loxysoft
Addition of ProScheduler Strengthens Serenova’s Robust Portfolio of Contact Centre Solutions to Improve Agent and Operational Efficiency
Serenova, a leading contact centre-as-a-service (CCaaS) and workforce optimization (WFO) provider, have announced it acquired the technology and hired the team behind the ProScheduler platform from Loxysoft. With this new, sophisticated technology added to its portfolio, Serenova will offer customers of all sizes the ability to fully leverage their workforce investments through advanced and accurate scheduling, reducing staffing costs and improving ROI.
ProScheduler will immediately become part of Serenova’s contact centre portfolio and will be integrated into the CxEngage platform in the first half of 2020. Once the integration is complete, organizations of all sizes will have access to a new approach to managing their agent workforce, one that takes advantage of a powerful, data-driven optimization engine and integrates seamlessly into existing customer experience programmes.
John Lynch, CEO of Serenova said,
“With this acquisition, Serenova is once again redefining the evolution of the contact centre market to help our customers keep pace with evolving consumer demands,”. “By providing tools that deepen the capabilities of supervisors to manage their organizations, we are expanding the meaning and scope of what a cloud contact centre platform should be capable of managing.”
Serenova’s integrated solution will enable organizations to significantly improve upon their key performance indicators (KPIs) by enhancing employee engagement, efficiency and satisfaction—a critical component to the contact centre’s ability to drive business growth. In fact, the most recent Forrester Wave™: Cloud Contact Centres stated that “Forrester believes that natively integrated WFO technologies—such as workforce management (WFM), quality monitoring, call recording, performance management, and text and speech analytics—provide immediate benefits and lay the groundwork for contact centres to evolve strategically.”
Leslie Blanke, SVP of Product at Serenova commented,
“We’ve long believed that the most important next step for the contact centre to deliver on their promises of superior customer experiences is to provide the technology and tools that transform the contact centre from both the operations and human resource perspective,”
“After careful consideration of all the solutions in the market, ProScheduler was the obvious next step in that vision. This acquisition is another critical milestone in our promise of delivering a global, cloud-based platform to improve agent performance and, in turn, build better customer experiences.”
Workforce Optimization Portfolio
This is Serenova’s second acquisition to build out its WFO line. It first acquired TelStrat in 2017 and subsequently released its first product on that technology that is integrated into CxEngage with CxEngage Quality Management (CxQM). Already an award-winning product, CxQM unifies Quality Management (QM) with CCaaS to eliminate the challenges created by siloed solutions through a consolidated, 360-view of customer and agent interactions.
Serenova has transformed the customer experience. Over a decade ago, the company realized technology didn’t exist that could deliver immediate, consistent, and exceptional service. So, it created a true cloud contact centre solution that could. The result is the ability to unify everything from customer engagement to quality management to analytics. This single source of truth provides global brands insights about customer information and experiences as they pivot between channels such as SMS, voice, or Facebook Messenger.
Whether it’s technology, healthcare, or retail, brands from all industries come to Serenova for its global coverage and deep integrations into the business systems used every day. Why is this important? It creates the opportunity to keep pace with customers by quickly scaling up across the enterprise or out geographically. Serenova is committed to building on an 18-year legacy leading the way in cloud-based contact centre innovations.
