Serenova this week announced CxEngage Rapid Response, a program to help large organizations immediately scale their contact centers into the cloud within 48 hours. [related]
With CxEngage Rapid Response, organizations “can quickly implement flexible remote work policies while maintaining continuity for both agents and customers during the global health crisis,” according to the Serenova announcement.
Through its globally available cloud contact center platform, a defined rapid deployment process and a readily available global partner network, Serenova “provides an unencumbered pathway to the cloud that can be implemented in 48 hours or less,” the company announcement says.
“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, in the company announcement.
“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. We remain committed to deploying our solutions to keep the world working during this unprecedented time,” he said.
Following its recent merger with Lifesize, Serenova is enhancing the joint company’s commitment to keep the world working by unlocking new models for enterprise collaboration and customer engagement.
More About Serenova CxEngage
Last week, Lifesize unveiled an offer making all organizations impacted by the coronavirus worldwide immediately eligible for an unlimited number of free licenses to use the company’s cloud-based video collaboration platform for six months.
“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, in the company announcement.
“Backed by Amazon Web Services, 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,” he said.
CxEngage “empowers organizations to rapidly onboard and enable distributed or remote agents without requiring anything more than access to a browser,” according to the Serenova announcement.
Agents log into the CxEngage toolbar, access via the CRM or dial in on a mobile phone to begin taking calls immediately. Once enabled, organizations can designate agents to work from home, either entirely or on a rotating basis, to complement onsite contact center staff during peak times and to augment capacity.
