Serenova Determined a Challenger in Gartner Magic Quadrant

Serenova Determined a Challenger in Gartner Magic Quadrant
Serenova Determined a Challenger in Gartner Magic Quadrant2018-05-10T09:26:08+11:00

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Gartner has recently recognised Serenova within the top half of the Gartner quadrants as a challenger to the legacy incumbents within the industry. Gartner sites Serenova strengths as including:

  • Direct Telco routing with good call quality at a reduced cost
  • Included CSP service bundling – enabling fast activation and supporting significant bursts in call volume

CloudWave foresees that Serenova will continue to be increasingly recognised for its offering by Gartner, and has aligned itself as a partner that addresses the weaknesses highlighted in the Gartner report.  Gartner highlights that Serenova has a reliance on technology partners to deliver functionality, and lacks a global sales and support presence.

By engaging with CloudWave, both these weaknesses are eliminated ensuring that you are on the platform that is disrupting the cloud contact centre solution space.

The experts at CloudWave are here to skillfully guide you on your journey to the cloud contact centre of the future. We use industry-leading products to help you begin your digital transformation, so you can elevate customer engagement intelligently and efficiently across multiple channels. Serenova is a solution that ticks many important boxes for our clients: rapid access to new capabilities, cost reduction, flexibility and scalability, CRM integration and reporting and analytics.
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CloudWave is holding a workshop to help customers overcome the 5 Challenges that inhibit adoption of world class cloud contact centre solutions.

Register your interest in attending our workshop in June 2018 where we will showcase solutions to some of the toughest challenges. In this workshop we will walk you through real-world scenarios and the technology, services and modern best practices that not only overcame the challenges but also the tangible results that were achieved in surprisingly short time-frames.
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Serenova’s CxExchange is designed to enable exceptional customer experiences anytime, anywhere – which includes a flexible, high-quality multi-channel experience for external customers and efficient, integrated, user-friendly internal experiences for agents, IT and stakeholders.

According to Gartner, providing good call quality while reducing telco costs is a key strength. Serenova’s acclaimed ease of deployment lets clients quickly transition from traditional contact centres to the cloud. With its own platform supported on AWS, service is truly scalable, reliable and secure. Innovation updates and bursts in call volume are managed effortlessly.

Flow Designer is a central, user-friendly visual process builder that helps create sophisticated interaction flows without complex programming. Based on individualised criteria and intelligence, businesses can easily define and establish their optimal customer journey and agent experience.

Seamless CRM integration maximises the ability to skillfully focus on customer interactions and leverage contact centre intelligence. Salesforce uses Serenova in its own business, which is a terrific indication of how well the products work together.

Custom reporting and analytics put actionable insights at fingertips. By linking real-time and historical data to applications, clients have enhanced abilities to measure performance, identify and capture opportunities.

To learn more about how Serenova and CloudWave can help you deliver a great customer experience and achieve operational excellence, contact us via the form below.
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