List of Serenova CxEngage Customers
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Since 2010, our global team of researchers has been studying Serenova CxEngage customers around the world, aggregating massive amounts of data points that form the basis of our forecast assumptions and perhaps the rise and fall of certain vendors and their products on a quarterly basis.
Each quarter our research team identifies companies that have purchased Serenova CxEngage for Call Center from public (Press Releases, Customer References, Testimonials, Case Studies and Success Stories) and proprietary sources, including the customer size, industry, location, implementation status, partner involvement, LOB Key Stakeholders and related IT decision-makers contact details.
Companies using Serenova CxEngage for Call Center include: Just Eat, a United Kingdom based Professional Services organisation with 3600 employees and revenues of $1.35 billion, Holland & Barrett, a United Kingdom based Retail organisation with 7800 employees and revenues of $800.0 million, West Marine, a United States based Retail organisation with 5000 employees and revenues of $700.0 million, PHH Corporation, a United States based Banking and Financial Services organisation with 1365 employees and revenues of $417.0 million, Ping Identity Corporation, a United States based Professional Services organisation with 1247 employees and revenues of $299.0 million and many others.
Contact us if you need a completed and verified list of companies using Serenova CxEngage, including the breakdown by industry (21 Verticals), Geography (Region, Country, State, City), Company Size (Revenue, Employees, Asset) and related IT Decision Makers, Key Stakeholders, business and technology executives responsible for the CRM software purchases.
The Serenova CxEngage customer wins are being incorporated in our Enterprise Applications Buyer Insight and Technographics Customer Database which has over 100 data fields that detail company usage of CRM software systems and their digital transformation initiatives. Apps Run The World wants to become your No. 1 technographic data source!
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| Logo | Customer | Industry | Empl. | Revenue | Country | Vendor | Application | Category | When | SI | Insight |
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Holland & Barrett | Retail | 7800 | $800M | United Kingdom | Lifesize | Serenova CxEngage | Call Center | 2017 | n/a |
In 2017 Holland & Barrett deployed Serenova CxEngage as its Call Center platform to embed voice directly into its existing agent workflow. The implementation positioned Serenova CxEngage to provide a native voice channel experience within the agent desktop, aligning contact center voice operations with the retailer’s customer service tooling.
The deployment configured voice services to appear as a native drop down element inside Zendesk, enabling agents to open an additional menu to control inbound and outbound calls without navigating away from the core agent desktop. Serenova CxEngage was instrumented to preserve call controls and session handling inside the Zendesk UI, and the integration surfaced a unified conversation context so voice interactions are visible alongside other customer messages.
The solution used an AWS based voice platform for telephony hosting, reducing latency and improving scalability for an international rollout. Integrations explicitly included the Zendesk agent desktop and the Serenova voice platform, enabling the voice channel to be treated as a first class conversation stream in the same interface used by support agents across sites.
Operationally the implementation centralized customer conversations for Holland & Barrett, impacting contact center and customer support functions by consolidating voice into the single agent desktop workflow. The recorded outcomes include a unified view of customer conversations, and the AWS based architecture addressed latency and scalability concerns, allowing the solution to be rolled out internationally with ease.
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Just Eat | Professional Services | 3600 | $1.4B | United Kingdom | Lifesize | Serenova CxEngage | Call Center | 2017 | n/a |
In 2017, Just Eat implemented Serenova CxEngage as part of its Call Center tooling to centralize customer contact handling and escalation workflows. The deployment established Serenova CxEngage as the primary contact center application, positioning the platform to support voice routing, agent desktops, and real-time monitoring for customer support teams.
Configuration emphasized agent-facing capabilities and contact logging consistent with Call Center best practices, including automatic call distribution, queue management, supervisor monitoring, and interaction recording. Serenova CxEngage was used to manage escalated contact, first contact resolution workflows, and to support voucher processing and account management tasks described in operational roles.
Integrations were implemented with Zendesk and Zendesk Chat for ticket and contact logging, and with Slack for internal communications, enabling case handoffs between channels and synchronization of escalation events with management. Operational coverage included customer support, investigations and escalations, and operations administration functions at Just Eat sites such as Elstree and Borehamwood, supporting restaurant and consumer query handling, menu amendments, and data entry tasks.
Governance and process changes centered on SLA-driven workflows, real-time issue relay to management, agent training and coaching tied to Serenova CxEngage usage, and collaboration with real-time analysts for reporting. The implementation reinforced structured escalation procedures, compliance awareness in contact handling, and standardized reporting and feedback loops between agents and operational managers.
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PHH Corporation | Banking and Financial Services | 1365 | $417M | United States | Lifesize | Serenova CxEngage | Call Center | 2018 | D&M Enterprise Group |
In 2018 PHH Corporation selected Serenova CxEngage for its Call Center platform to support PHH Mortgage customer contact operations. The decision followed an evaluation introduced by D&M Enterprise Group, a Platinum Plus partner of telecom master agent Intelisys, and was driven by Serenova’s cloud CCaaS reliability and rich functionality. Moving to the cloud will enable PHH to streamline operations while enabling call center agents to continue to deliver exceptional customer experiences.
The deployment centered on Serenova CxEngage combined with Serenova workforce optimization capabilities, implementing omnichannel contact routing, an agent desktop for inbound and outbound workflows, real time reporting and analytics, and workforce scheduling and adherence. Configuration emphasized cloud telephony orchestration and centralized queue management to support standard Call Center functional workflows, with profile and skill based routing configured for mortgage servicing use cases.
D&M Enterprise Group served as the introduction and implementation advisor during vendor evaluation and selection, coordinating vendor engagement and deployment planning. Operational scope focused on PHH Mortgage contact center and customer service functions, with governance changes to agent scheduling and contact handling processes to align teams to cloud based WFO and CCaaS operations.
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Professional Services | 1247 | $299M | United States | Lifesize | Serenova CxEngage | Call Center | 2017 | n/a |
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Retail | 5000 | $700M | United States | Lifesize | Serenova CxEngage | Call Center | 2015 | x |
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Buyer Intent: Companies Evaluating Serenova CxEngage
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