Gartner Names Serenova as a Challenger in the 2018 Magic Quadrant for Contact Center as a Service

Serenova, a leading contact center-as-a-service (CCaaS) and workforce optimization (WFO) provider, has been positioned in the Challengers quadrant of the October 2018 Gartner Magic Quadrant for Contact Center as a Service, North America

Based on detailed evaluation of vendors’ ability to execute and completeness of vision, the Magic Quadrant is a definitive source of objective and independent evaluations of enterprise CCaaS solutions.

This is Serenova’s fourth consecutive year to be included in the report by Gartner.* A complimentary copy of the research is available for download on the Serenova website.

“Being a top-notch vendor in the CCaaS market is about more than just having a proven product – it’s about providing guidance and innovation to customers at a time when complexity, consolidation and expectations are at a record high.”


– John Lynch, CEO of Serenova.

Serenova developed CxEngage as the world’s most reliable, easy-to-use and intelligent CCaaS solution to help its customers achieve better results by delivering insight-rich customer experiences. CxEngage is a true omnichannel contact center solution built on a multi-tenant architecture. Through a continuous delivery model, Serenova is committed to delivering innovation to the market and its customers.

Most recently, Serenova delivered a fully embedded Quality Management solution for CxEngage – CxEngage Quality Management (CxQM). CxQM fully automates the QM process to empower supervisors with a single platform to ensure agents adhere to internal policies and procedures and deliver the level of customer service that aligns with the vision and expectations of the business.

Additionally, over the past year, Serenova continued to deliver innovative functionality to address the increasing challenges faced by agents and supervisors alike in order to increase operational efficiency in the contact center. Serenova added CxEngage Scoreboard, a performance management, gamification, and agent engagement solution that delivers real-time, custom data to every agent and automating supervisor activities. Further, Serenova released key integrations to Salesforce and Zendesk that embeds omnichannel interaction and routing capabilities directly into the customer relation management solution (CRM). By providing a single, unified workspace to support customer interactions, contact center agents have what they need to do their job without having to switch back and forth between applications.

About Serenova

Serenova simplifies every aspect of the customer experience to make life easier for contact center executives, their customers and employees. The world’s most passionate, customer-focused brands achieve better interactions, deeper insights, and more meaningful outcomes with Serenova’s contact center solutions. Headquartered in Austin, Texas, Serenova has operations in California, Canada, the United Kingdom and Australia.

*Positioned in the 2015 report as LiveOps.

Gartner Disclaimer

Gartner does not endorse any vendor, product or service depicted in its research publications, and does not advise technology users to select only those vendors with the highest ratings or other designation. Gartner research publications consist of the opinions of Gartner’s research organization and should not be construed as statements of fact. Gartner disclaims all warranties, expressed or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose.

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