Workforce Management Featured Article
New Serenova Program Helps Call Centers Quickly Support Remote Agents
Contact centers throughout the world are being overwhelmed by unprecedented call volumes in response to the coronavirus pandemic. And roughly 90 percent of them employ on-premises solutions that are not able to easily scale and support the remote workers necessitated by the global health crisis. In response, Serenova has announced a new program designed to help large organizations rapidly scale their contact centers into the cloud.
Serenova, a provider of contact center-as-a-service (CCaaS) and workforce optimization solutions, has unveiled its CxEngage Rapid Response program. The offering is designed to help large companies scale their contact centers to the cloud within 48 hours. It is also designed to facilitate flexible remote work policies and help establish continuity for both agents and customers during the COVID-19 pandemic.
“Contact centers are on the front lines of organizations’ response to the coronavirus, and we’ve heard from many organizations that they are stretched too thin to meet demand,” said Craig Malloy, CEO of Serenova and Lifesize, a company focused on helping businesses improve collaboration, increase customer engagement and elevate employee productivity. The companies recently merged and are focused on unlocking new models for enterprise collaboration and customer engagement.
“Whether a contact center is on-premise, in the cloud or hybrid, access to CxEngage is easy, as it scales quickly and is always ready to use -- anytime, anywhere," added Malloy. We remain committed to deploying our solutions to keep the world working during this unprecedented time.”
Serenova is dedicated to offering an unobstructed migration to the cloud for organizations that need to rapidly scale. The company offers a globally available contact center platform as well as a global partner network. CxEngage is built an AWS and is designed to rapidly onboard and enable distributed and remote agents. The program requires nothing beyond an internet connection and browser.
Throughout the past week, Serenova helped a 500-plus remote agent contact center for a large government agency scale in response to the coronavirus. The agency had already handled 150,000 calls. The company also assisted a 1,000-plus remote agent center for a healthcare provider scale to the cloud. The contact center had been using legacy, on-premises technology.
And Serenova helped a health insurance provider make a same-day move to migrate 100 percent of its agents to remote work. The company ensured employees were home safe during the cloud migration, while also maintaining business continuity and support for hundreds of thousands of the provider's customers and members.
“Many Serenova customers are already experiencing exponential growth in contact center call volume, with accelerated demand expected in the coming weeks,” said Michael Helmbrecht, chief operating officer of Serenova and Lifesize. “Backed by Amazon Web Services (News - Alert), we have the technology and professional services network to get organizations to the cloud and support work-from-home agents in 48 hours or less. Right now, this is a vital need for large contact centers.”
Edited by Maurice Nagle
