List of Serenova CxEngage Customers
Lifesize
1601 S. MoPac ExpySte 100,
Austin, 78746, TX,
United States
Austin, 78746, TX,
United States
1 512-347-9300
Communications
550
$100M
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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Ping Identity Corporation | Professional Services | 1247 | $299M | United States | Lifesize | Serenova CxEngage | Call Center | 2017 | n/a |
In 2017, Ping Identity Corporation implemented Serenova CxEngage as a Call Center platform to support its Support Operations team. The engagement targeted alignment of operational tools across support workflows, centered on requirement gathering and structured user acceptance testing for agent workflows and case handling.
Configuration work focused on cloud contact routing, queue management, and an integrated agent desktop experience consistent with Call Center deployments, with targeted scripting for session handling and escalation. Functional workstreams included defining routing logic, authoring agent scripts, and building UAT scenarios that mirrored support case lifecycles and multistep escalations.
Serenova CxEngage was integrated with Salesforce, Slack, and JIRA to unify case context, agent presence, and ticket tracking across voice and digital channels. Requirement gathering and UAT were driven by the Support Operations team to validate end to end workflows, synchronization of records between Serenova CxEngage and Salesforce, and notification and ticket creation flows into Slack and JIRA. Governance emphasized role based access, change control for routing rules, and staged UAT sign offs prior to production activation.
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West Marine | Retail | 5000 | $700M | United States | Lifesize | Serenova CxEngage | Call Center | 2015 | x |
In 2015, West Marine implemented Serenova CxEngage as its Call Center platform. West Marine is North America’s largest specialty retailer of boating supplies and accessories, operating over 350 stores in 38 states, Puerto Rico, and Canada, and selling more than 50,000 products, which positioned the contact center as an essential lifeline for customer service and sales prospect engagement.
The deployment used Serenova On-Demand to establish a cloud-hosted contact center architecture, with agents working from home as the primary agent topology. Serenova CxEngage was configured to provide core Call Center capabilities including automated call distribution, interactive voice response, agent desktop routing, and centralized reporting, enabling distributed agent connectivity through the cloud.
Operational scope centered on customer service and sales support for store, catalog, and e-commerce channels across North America, with the contact center handling inbound customer inquiries and order support to protect revenue and brand experience. The implementation shifted telephony access and call routing to a cloud delivery model that supported remote agent staffing while preserving continuous customer access.
Rollout and governance emphasized operational continuity for a contact center environment that had relied on an on-premise telephony infrastructure for a decade, with process updates to support home-based agents and standardize interaction handling. The program focused on reducing missed calls and normalizing customer interaction workflows to protect the company brand and sales conversion opportunities.
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Buyer Intent: Companies Evaluating Serenova CxEngage
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| Logo | Company | Industry | Employees | Revenue | Country | Evaluated | ||
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FAQ - APPS RUN THE WORLD Serenova CxEngage Coverage
Serenova CxEngage is a Call Center solution from Lifesize.
Companies worldwide use Serenova CxEngage, from small firms to large enterprises across 21+ industries.
Organizations such as Just Eat, Holland & Barrett, West Marine, PHH Corporation and Ping Identity Corporation are recorded users of
Serenova CxEngage for Call Center.
Companies using Serenova CxEngage are most concentrated in Professional Services, Retail and Banking and Financial Services, with adoption spanning over 21 industries.
Companies using Serenova CxEngage are most concentrated in United Kingdom and United States, with adoption tracked across 195 countries worldwide. This global distribution highlights the popularity of Serenova CxEngage across Americas, EMEA, and APAC.
Companies using Serenova CxEngage range from small businesses with 0-100 employees - 0%, to mid-sized firms with 101-1,000 employees - 0%, large organizations with 1,001-10,000 employees - 100%, and global enterprises with 10,000+ employees - 0%.
Customers of Serenova CxEngage include firms across all revenue levels — from $0-100M, to $101M-$1B, $1B-$10B, and $10B+ global corporations.
Contact APPS RUN THE WORLD to access the full verified Serenova CxEngage customer database with detailed Firmographics such as industry, geography, revenue, and employee breakdowns as well as key decision makers in charge of Call Center.