Voice, email, SMS, social & webchat interactions in one place

No matter how people get in touch, provide them with a seamless experience by utilising our multimedia contact centre solution. Managing all key interactions from one place, it dramatically streamlines your operations making it far easier for your agents to deliver a standard of customer service that’ll make you proud.

A true cloud solution

Our multimedia contact centre solution is ‘truly cloud’ meaning it’s highly scalable, reliable, secure and very efficient. Thanks to how flexible it is, you can adapt instantly no matter the size of your business, location or the number of channels that you use. On top of all of the other benefits this means that you only ever pay for what you use, making it cost-effective with a huge return on investment.

Why chose the CloudWave Serenova Cloud Contact Centre platform?

There are so many reasons why, in this day and age, cloud is the way to go. Here’s some information on just a few of them:

Rapid Deployment

With no hardware or software hosted on-premise, you can be up and running in as little as days. Deploying a cloud-based solution is a lot cheaper, too! In addition, our platform is so easy to use that it requires much less training than an average solution – another time and money saver.

Instant Scalability

Scale up or down to support changes in demand or unforeseen circumstances in just minutes. You’ll be able to make most changes yourselves given how easy it is to configure – and given that you can get access anytime, anywhere and in an instant you don’t even have to be at your desk!

Powerful Innovation

Every user of the platform is on the same version, and this version can be automatically updated from the supplier’s side without disruption. This means that every customer instantly gains access to the latest features, most advanced technologies and security enhancements as they’re released, so you benefit from huge amounts of innovation.

Accessibility & Availability

Our partner’s multi-tenant cloud architecture runs to strict SLAs based on call availability with no scheduled downtime (24×7, 99.9% availability…!). There’s round-the-clock monitoring to ensure the security and integrity of customer data, protect against security threats and prevent any nasties from ever getting close to your data.

Very Low-Maintenance

How this is the case has pretty much already been covered by the previous points; no expensive hardware to maintain on-premise, no updates to run in order to access new features and so on. We’re experts in our field, so save yourself the headache and put those responsibilities in a trusted partner’s hands by moving to the cloud!

Incredible Value For Money

Thanks to the lack of hardware, ease of use/lack of training required and scalability, you’ll very quickly get a return on your investment when you implement one of our cloud solutions. You’ll also never spend a penny more than you need to, so your valuable budget will go that bit further.

Given these benefits, and many more that we haven’t been able to list here we do recommend a ‘move to the cloud’ wherever possible. We understand however that for some businesses that isn’t possible, so we’ve got a great on-premise multimedia contact centre solution on offer too. To establish which would be the way to go for your business, have a chat with one of our specialists who will learn about your organisation and make an informed recommendation.

Simplifying your contact centre

By managing all interactions through one platform you can hugely simplify key processes, improve the efficiency and effectiveness of your staff and keep your customers happy with ease. Changes in channel traffic volumes can be easily catered for, a customer’s full history is always visible to the agent dealing with them and it’s far easier for people to multitask.

Get integrated

Integrate with your CRM system, WFM solution and use APIs to satisfy any additional requirements. This completely joined-up approach ensures that your back and front-office operations are always perfectly aligned, unlocks more great features for you to make use of and ensures that you always get a 360° view from one place.

Success story: DHL: Supply Chain

We have been happily utilising the best of breed CloudWave Serenova contact centre for 4 years. It has kept us well ahead of our competitors. Through advanced reporting and native 2 way Salesforce integration we were able to turn our contact centre into a proactive customer service force.” – Todd Brogan Head of IT innovation Asia Pacific.

DHL were tired of their expensive, inflexible and poorly featured contact centre. They made the switch to Serenova due to the ability to easily scale up and down over multiple locations which mirrored the way they managed their customers. Speed to install and the comprehensive detailed reporting and disaster recovery options made Serenova the unquestionable winning option.

Empowering your agents

Interacting across all channels from a single workspace, embedded in your CRM or as a standalone toolbar makes your agent’s lives so much easier. Suddenly, every engagement instantly has context and they’re able to satisfy requests much more quickly; benefiting you with a new and improved level of productivity, and giving them more job satisfaction.

Informed decision making

Thanks to all of the above, plus the platform’s own great reporting functionality it’s easy to gain real and actionable insights whenever you need them. Both real-time and historical data are readily available, so whether it’s an important decision that you’re facing or you just want to do a routine review of your KPIs you can access the information in seconds.