Serenova Named a Challenger in Gartner 2016 Magic Quadrant

Serenova, formerly LiveOps Cloud, a leading contact center-as-a-service (CCaaS) provider, today took another step forward in its evolution. The company has been positioned by Gartner, Inc. – the world’s leading information technology research and advisory company – as a Challenger in the newly published “Magic Quadrant for Contact Center as a Service, North America” (CCaaS) report. Based on detailed evaluation of vendors’ ability to execute and completeness of vision, the Magic Quadrant is one of the most internationally influential market analyses for the evaluation of enterprise CCaaS solutions.

A complimentary copy of the research is available for download on the Serenova website.

“Being a top-tier 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 confusion are at a record high,” said Vasili Triant, CEO of Serenova. “Serenova already supports more than 78,000 agents across hundreds of multi-national companies running on our CCaaS solutions. We believe our placement in the Gartner CCaaS Magic Quadrant is confirmation of our mission to eliminate call quality and latency issues, reduce costs and provide the ability to scale – all to enable organizations to deliver exceptional customer service and support.”

With the introduction of CxEngage earlier this year, Serenova has made significant achievements in redefining the customer experience. CxEngage is an all-new architecture designed to completely change and simplify how the contact center is delivered in the enterprise. It allows all stakeholders unprecedented access to data and context for improved interactions, insights, and outcomes. Run on Amazon Web Services (AWS), CxEngage provides the flexibility, reliability and scalability multi-national enterprises need to service their customers anywhere, anytime. Through an open API framework, integrations with a broad set of applications such as customer relationship management (CRM), workforce management (WFM), and business intelligence (BI) perpetually improve global service delivery and analytics.

“We’ve dedicated years to developing a platform that would radically simplify and enhance Contact Center operations, especially for large, complex, multinational deployments,” said Jeff Thompson, CTO and SVP of Engineering at Serenova. “I’m so proud of our team. Recognition in analyst reports is validation of the work we’ve put into creating a disruptive approach in the CCaaS market. Further, the traction we are seeing over this past year elevates us as a preferred CCaaS provider and definitely one to watch.”

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