Your Contact Center in The Cloud
Your Contact Center in The Cloud
Serenova, formerly LiveOps, provides the flexibility needed to manage any size of call center. Serenova’s paired with CISCO provides you with intelligent multichannel routing, real-time reporting and interaction recording across every channel. All while delivering the highest cloud standards.
Intelligent Multichannel Routing offers the ability to route every customer interaction to the right agent regardless of their location – quickly and easily.
Channel Pivot provides your agents with a no nonsense way of responding and engaging to important conversations across different channels – both public and private
Simple and Rapid Deployment gives users the power to make critical adjustments in a matter of minutes, not days or weeks like others with non-cloud solutions.
Powerful Integrations that leverage an open framework yielding greater flexibility and quality. Now integrate with your CRM and Work Force Management solutions – effortlessly.
Making It Your Own
Serenova offers a multitude of applications that may be added as your call center grows and as your needs change.
Have complete control over call routing and ensure each call is managed in the best way possible
Now you can have complete control over call routing and ensure each call is managed in a way that provides the best interaction and expericne. Route calls to any agent, anywhere, regardless of transport method (PSTN or VoIP) Outbound: Its time to leverage on-demand functionality that is rapid to configure and deploy. Easily manage outbound telemarketing, surveys, telesales and other campaigns Interactive Voice Response (IVR): Deploy a self service, customer segmented personalized and user-friendly IVR. Options are available to support speech-enabled applications, touch-tone call routing and surveys. Integrations: Easily integrate with third party desktops and telephony infrastructure. For agents working with CRM platforms, the CTI Adapter provides virtually identical functionality or offers an API for proprietary platforms to build custom integration points.
Use the chat API to build proactive chat into your website that engages with your customers immediately
You can now use Serenova chat API to build proactive chat into your website to engage immediately with your customers. Chat is a proven way to reduce call volumes and gives your customers more immediate help. This improves client satisfaction and conversion rates. Email: Easily increase email efficiently with a easy to setup, control that manages intelligent inbound email and integrated reports.
Listen, analyze and quick respond to your customers via various social channels
In today’s world if you’re not participating socially customers discount your relevance and need for your products and services. Listen, analyze and respond quickly to customers in Twitter and Facebook. Or, pivot the conversations to more private channels such as voice and email when needed. Serenova offers your agents greater flexibility to meet the needs of your customers.
Manage contact center performance with live monitoring controls
Serenova allows you to manage contact center performance with live monitoring and superior controls. With visibility across every contact center function and the ability to listen to live calls your team can gain control over day to day operations and improve even the longest term performance Basic Reporting: A set of powerful reporting tools provide critical information to users with a few simple clicks. Live Dashboards: Gives users at all levels immediate visibility in to critical operational issues
No matter where your agents are located they now have a front row seat to customer interactions
Whether your agents are part of a large distributed workforce or sitting down the hall, Serenova Recording offers managers a front row seat into what’s happening on each and every call. Basic Call Recording: Record every interaction with 100% 8-bit call recording and address performance. Manage issues before they start to affect service levels and damage business relationships. High Quality: Serenova offers 16-bit recording for superior clarity Cloud Based Screen Recording: Get even better performance and compliance coverage by combining call recording with video of the agent’s desktop activity without any additional hardware or software
Create new avenues of revenue through customized
Serenova offers a way to generate additional revenue for your contact center through customized programs. Live Revenue: You can now quickly and easily customized partner offers to drive additional revenue for sales transactions Live Transfer: Monetize your non-order service and support interaction by transferring live leads internally or to third parties. LiveWeb: Integrate your online marketing and custom websites to maximize revenue.