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CCaaS Provider Serenova Acquires WFM Technology Platform ProScheduler
Austin, Texas-based Serenova, a contact center-as-a-service (CCaaS) and workforce optimization (WFO) provider that began its life as a business process outsourcer, recently announced that it’s expanding thanks to a new acquisition.
The company has acquired the technology and hired the team behind the ProScheduler platform from Swedish company Loxysoft. ProScheduler WFM is a user-friendly, enterprise-class, workforce management system designed for the contact center industry to build optimized schedules within minutes, saving time and resources while ensuring an efficient customer experience. The platform also aims to produce a work-life balance for contact center employees, which is important, as more engaged employees create more engaged customers.
By the first half of next year, Serenova says it will add the acquired technology to enhance its existing CxEngage cloud-based unified architecture solution for the call center, which was designed to aggregate systems, data, and processes.
Analyst groups such as Forrester Research (News - Alert) have stated that natively integrated workforce optimization 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 centers to evolve strategically.
With the addition of ProScheduler, Serenova will be in a position to offer customers of all sizes the ability to fully leverage their workforce investments through advanced and accurate scheduling, reducing staffing costs and improving return on investment. The goal is to significantly improve users’ key performance indicators (KPIs) by enhancing employee engagement, efficiency and satisfaction—a critical component to the contact center’s ability to drive business growth.
“With this acquisition, Serenova is once again redefining the evolution of the contact center market to help our customers keep pace with evolving consumer demands,” said John Lynch, CEO of Serenova, in a statement. “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 center platform should be capable of managing.”
Edited by Erik Linask
