Unify Partner Serenova Named Strong Performer Among Cloud Contact Centres by Forrester

In a report highlighting the global scale and operational excellence of the Serenova platform, independent research firm Forrester have recognised our partner as a Strong Performer.

‘The Forrester Wave: Cloud Contact Centres Q3 2018’ report evaluated 11 of the most significant vendors in the cloud contact centre market, noting that “companies in North America and Europe that require large scale and global voice support, with hundreds to thousands of seats, should considers Serenova CxEngage.”

Examining the current state of the contact centre landscape and its evolution to cloud-based technologies, The Forrester Wave report is based on an exhaustive process of evaluating 32-criteria for each participating vendor. This process included an in-depth product and company evaluation and interviews with Serenova customers. Based on direct customer feedback, Forrester cited that “customers tout Serenova’s ability to scale, support for voice services, strong set of APIs, and security.”

“We believe the results of this report confirm Serenova’s continued commitment to innovate, leading the way in developing a cloud-based contact centre platform that emphasises ease-of-use and always-on reliability for our customers,” said John Lynch, CEO of Serenova. “We’re proud to be recognised as a Strong Performer in this Forrester Wave report. We believe our ranking in the report is validation of our strategy and solution. In our view, the customer feedback is further endorsement of our team’s focus on reliability and stability. It also indicates how critical it is for us to work hand-in-hand with each customer to ensure contact centre success.”

Forrester states that “native WFO for cloud contact centre deployments is increasingly becoming a requirement” within their report. Continuing on, the report explains the benefits of having native WFO functionality in the contact centre solution as it “allows a broader range of contact centre managers, team leaders, and agents to navigate across the contact centre system using a common user interface.” Serenova recently unveiled its own native WFO capabilities with CxEngage Quality Management (CxQM). Fully embedded in CxEngage, CxQM captures the agent and customer experience across the contact centre to allow supervisors to monitor, evaluate, and improve the quality of customer experience – all backed by the flexibility of the cloud.

At Unify, we pride ourselves on ensuring we foster strong partnerships with global, best-of-breed vendors, and this latest report from Forrester is reflective of the quality of our vendor solutions. We are thrilled to see Serenova positioned so strongly and that the scalability and native WFO capabilities have been recognised. If you’d like to discuss our cloud contact centre solutions, please don’t hesitate to get in touch.