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LiveOps Cloud Becomes Serenova, Simplifies Customer ExperienceLiveOps Cloud, a leading contact center-as-a-service (CCaaS) provider, today revealed a new corporate identity with the introduction of Serenova. Serenova represents the company’s contact center heritage while also signaling the market’s evolution towards simpler, brighter customer experiences that drive revenue, retention, and loyalty. The corporate rebrand comes as Serenova completes a nearly year-long separation from its former parent company, LiveOps Inc., to focus exclusively on delivering software that connects data, people, and brands for more meaningful interactions, insights, and outcomes. The company’s CCaaS portfolio enhances global queuing, routing and reporting of multichannel customer interactions for better customer experience delivery, anytime, anywhere, worldwide. Serenova represents the company’s steadfast and unwavering commitment to innovation around these core capabilities at a time when complexity, consolidation and confusion are at an all-time high in the marketplace. “This change comes at a critical inflection point in the contact center space and better aligns our vision, energy and commitment with the direction of the global market,” said Vasili Triant, CEO of Serenova. “The contact center is shifting from a cost center perception to become the revenue, retention, and loyalty engine for the enterprise as brands focus on customer experience as a key differentiator. Cloud adoption is essential to this transformation, but companies also need laser-focused expertise to help solve for complex, multinational deployments and siloed digital engagement. Our new name and mission underscore both this turning point in our industry and our commitment to providing that expertise.” The move to Serenova is accompanied by a comprehensive rebrand for the company, which also launched today. Along with this rebrand, the company is working to build the most talented, dedicated team in the space, bringing together known contact center veterans with top talent from other technology markets for a combination of industry experience and fresh perspective that it believes is essential to innovation. “The last decade has seen unprecedented change in consumer technology, preference and behavior that has completely shifted the strategy and expectation for how brands interact with their customers and markets,” said Baker Johnson, SVP of Marketing of Serenova. “But the technology and complexity associated with addressing these changes has left many customer experience leaders feeling overwhelmed and burdened by technical debt. So we ultimately distilled our new brand down to two essential concepts that we felt best align us to the market needs: Simple and Bright. Our new tagline ‘Shine Bright,’ is intentionally emotive and calls to every person involved in customer experience to bring forth the very best in themselves. It speaks to the contact center market as a whole, as a way for brands to differentiate via improved CX, to individual agents, and especially to our own employees, as the key summary of our ethos and how we’ll go about fulfilling our mission in working with customers, partners, and each other.” “The contact center has always been the focal point for customer experience, providing both revenue generation and protection,” said Sheila McGee-Smith, McGee-Smith Analytics. “First as LiveOps Cloud and now as Serenova, this company has played a key role in the evolution and maturation of the CCaaS market. With an all-new product, CxEngage, and now a new revitalized brand, I look forward to seeing what transformative innovation comes next from Serenova.” History of Serenova LiveOps Inc. (Serenova’s former parent company) originally built its CCaaS solution in 2000 to support the home-based agent services/contact center BPO (business process outsourcing) business, which now supports up to 20,000 agents across the US. Serenova (formerly LiveOps Cloud) spun into a SaaS division in 2009 to sell the CCaaS externally. It then completed a divestiture to Marlin Equity Partners in Q4 FY15 to become a stand-alone company. Launched in March 2016, Serenova’s newest solution, CxEngage, was built from the ground-up as an API-first solution leveraging the AWS microservices-based architecture for rapid innovation around complex, multinational deployments. With this technology, agents can engage with a customer via any channel, and pivot to another channel while maintaining context to better handle the inquiry, as required. As a community-building service, TMCnet allows user submitted content which is not always proofed by TMCnet editors. If you feel this entry is of inferior quality or wish to report it for some reason, please forward the URL to "webedit [AT] tmcnet [DOT] com" with your comments. |