Serenova Strengths, Domain Expertise, and Key Differentiators
Serenova envisions a world where customer experiences are so fluid and effortless that they're simply taken for granted. Serenova is building that world with software that connects data, people, and brands for brighter interactions, deeper insights, and more meaningful outcomes. Serenova introduced new performance management, gamification, and agent engagement solution designed for the contact center.
CxEngage Scoreboard, powered by Clearview, aggregates agent data from disparate systems to provide supervisors insight into contact center operations while empowering agents with the tools they need for self-improvement. By delivering real-time, custom data to every agent and automating supervisor activities, Serenova customers can help create a culture of continuous development that is essential to achieving business success.
Serenova Recent Developments
In October 2019, Serenova launched the Contact Center Maturity Assessment, a free tool to help organizations assess the state of their customer service programs. The Contact Center Maturity Assessment is designed to uncover areas of strengths and weakness for customer service readiness as well as provide prescriptive guidance to elevate a contact center’s current state based on individual results.
Serenova Mergers and Acquisitions (M&A) Activities
In March 2020 Lifesize and Serenova merged, creating a contact center communications and workplace collaboration company. Marlin Equity Partners, a global investment firm with over $6.7 billion of capital under management, is the financial sponsor of the merger and will continue to invest and support the growth of the combined business to address the $60 billion unified communications-as-a-service (UCaaS) market.
In November 2019, Serenova has acquired the technology and hired the team behind the ProScheduler platform from Swedish company Loxysoft. ProScheduler WFM is a user-friendly, enterprise-class, workforce management system designed for the contact center industry to build optimized schedules within minutes, saving time and resources while ensuring efficient customer experience. The platform also aims to produce a work-life balance for contact center employees, which is important, as more engaged employees create more engaged customers.
With the addition of ProScheduler, Serenova will be in a position to offer customers of all sizes the ability to fully leverage their workforce investments through advanced and accurate scheduling, reducing staffing costs and improving return on investment. The goal is to significantly improve users’ key performance indicators (KPIs) by enhancing employee engagement, efficiency, and satisfaction—a critical component to the contact center’s ability to drive business growth.
In October 2017, Serenova completed the acquisition of TelStrat, a provider of call recording, quality, analytics, and workforce management (WFM) solutions. The acquisition plays a pivotal role in Serenova’s mission of enabling simpler, brighter customer experiences that drive revenue, retention, and loyalty.
Serenova Customers in ARTW Customer Database
Leveraging a rigorous data-centric research methodology, APPS RUN THE WORLD asks the simple question: Who’s buying Serenova applications and why? And we provide the answers – supported by decades of research – to our clients around the world. Our Customer database has over 100 data fields that detail company usage of Serenova and other enterprise apps by function, customer size, industry, location, implementation status, partner involvement, Line of Business Key Stakeholders and IT decision makers contact details. List of Verified CxEngage, LiveOps Engage, LiveOps Voice, LiveOps Chat, LiveOps Email, LiveOps Social, LiveOps SMS, LiveOps Insight, LiveOps Authoring, customers.
Ownership: - x
Number of Employees: 673
Functional Markets: Customer Relationship Management,
Key Verticals: Aerospace and Defense, Automotive, Banking and Financial Services, Communication, Construction, Real Estate, Consumer Packaged Goods, Distribution, K12, Higher Education, Federal Government, State and Local Government, Public Safety, Healthcare, Life Insurance, P&C Insurance, Specialty Insurance, Leisure and Recreation, Hospitality, Life Sciences, Manufacturing, Media, Faith Based Nonprofit, Youth and Elderly Care Nonprofit, Special Cause Nonprofit, Oil and Gas, Professional Services, Retail, Transportation, Utilities,
Serenova Key Enterprise and Cloud Applications
CxEngage, LiveOps Engage, LiveOps Voice, LiveOps Chat, LiveOps Email, LiveOps Social, LiveOps SMS, LiveOps Insight, LiveOps Authoring,
Serenova Revenues, $M:
|Type/Year||2018||2019||YoY Growth, %|
|Total Revenues, $M||Subscribe||Subscribe||Subscribe|
|Enterprise Applications Revenues, $M||Subscribe||Subscribe||Subscribe|
|Cloud Applications Revenues, $M||Subscribe||Subscribe||Subscribe|
* Enterprise Applications Revenues = License + Support & Maintenance + SaaS
** All revenue figures are estimates based on public records, Cloud and Non-Cloud business models in Apps Run The World's vendor database, and annual survey results including vendor feedback.
Serenova Revenue Breakdown By Type, $M:
|Type||License||Services||Hardware||Support & Maintenance||SaaS|
|% of Total Revenues||Subscribe||Subscribe||Subscribe||Subscribe||Subscribe|
Serenova Enterprise Applications Revenues By Functional Markets, $M:
Serenova Enterprise Applications Revenues By Verticals, $M:
Serenova Revenues By Region, $M
|Region||% of Total Revenues||2019 Total Revenues, $M||2019 Enterprise Applications Revenues, $M||2019 Cloud Applications Revenues, $M|
Serenova Direct vs Indirect sales
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Serenova Customers - Breakdown by Geo, Size, Vertical and Product
No. of Serenova Customers: 1300
No. of Serenova Enterprise Applications Customers: 1300
No. of Serenova Cloud Customers: x
No. of Serenova Cloud Subscribers: 350000
With the addition of TelStrat’s team and customers, Serenova now serves more than 1300 customers and is the second-largest independent CCaaS provider worldwide.
Serenova Market Opportunities, M&A and Geo Expansions
Serenova continued to see significant global adoption of its latest CCaaS offering, CxEngage. The company announced that a leading online accounting and payroll software vendor based in the United Kingdom selected CxEngage due to its broad range of contact center capabilities along with its flexibility, scalability, and global footprint, which will improve the company's ability to address customer needs anytime, anywhere. In addition to helping its customer service program, the software vendor is committed to outpacing competitors by adopting a cloud-first transformation with innovative, true cloud solutions like CxEngage.
In June 2018, Serenova unveiled its native, cloud-based, quality management solution CxEngage Quality Management (CxQM). Fully embedded in Serenova’s CCaaS solution, CxEngage, CxQM captures the agent and customer experience across the contact center to allow supervisors to monitor, evaluate, and improve the quality of customer experience – all backed by the flexibility of the cloud.
Serenova Risks and Challenges
During 2018 Serenova changed its leadership team adding a new CMO, CFO, and SVP of Cloud Operations at the beginning of 2019. This could lead to different company goals and strategy.
Serenova Ecosystem, Partners, Resellers and SI
In June 2020 Serenova has entered into a referral partnership with Fuze, a leading cloud-based unified communications (UCaaS) provider for the modern global enterprise. This new partnership with Fuze provides organizations with an end-to-end, cloud-based communication solution that elevates the customer experience across the globe.
As customer expectations evolve to demand a frictionless experience, combining UCaaS and CCaaS provides organizations with the flexibility to meet their customers on their terms and enables organizations to eliminate data and communication silos that stand as obstacles to more unified customer experience—all while reducing total cost of ownership. The Serenova and Fuze partnership bring together the market-leading UCaaS vendor with the most globally scalable CCaaS solution to provide a complete, unified view of all contact center activity anytime, anywhere. The combined solution enables employees across large global organizations to make informed decisions for more seamless and efficient customer experience.
In August 2019, Serenova opened a new office in Salt Lake City, Utah, to better serve existing and future customers and partners in the region. The company also relocated its long-running presence in Fredericton, New Brunswick, Canada with a new office in the area to further development and innovation of its industry-leading, cloud-based contact center solutions. The benefits of the new office in Salt Lake City, along with the move to a new location in Canada, allow Serenova to reinforce and optimize its operations in North America and remain an innovative leader in the contact center industry.
Built on Amazon Web Services (AWS), CxEngage’s open API framework offers organizations with unmatched flexibility for its contact center infrastructure and opens the door to integrating with next-generation service providers like Twilio. By utilizing Twilio, Serenova customers can easily make and take calls directly through their web browser, which reduces costs and improves the agent experience and productivity. Eliminating old, on-premises hardware means organizations no longer must worry about the technology and can simply deliver a great customer experience on the customer’s channel of choice - voice, SMS, chat, email, or social media.
Serenova Cloud Infrastructure Insights
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Data used in research reports are derived from publicly available documents, continuous surveys of applications vendors, customers, resellers, Independent Software Vendors, systems integrators and other verifiable sources.
Vendor shares and market forecast results are based on a combination of existing databases as well as demand side and supply side research conducted throughout the year with validation from vendors, customers, channel partners and documentations such as earnings releases and 10Q and 10K filings, vertical industry studies, regional and country-level statistics from public and private institutions(i.e. colleges, universities, government agencies and trade associations).
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