Approximately 90 percent of global organizations currently use an on-premise solution for their contact centers, leaving them ill-equipped to manage the rapid scaling and remote work requirements necessitated by the spread of the coronavirus (COVID-19). In response to global demand and unprecedented contact center call volumes, Serenova, a leading contact center-as-a-service (CCaaS) and workforce optimization (WFO) company, announced CxEngage Rapid Response, a program to help large organizations immediately scale their contact centers into the cloud within 48 hours. With CxEngage Rapid Response, organizations can quickly implement flexible remote work policies while maintaining continuity for both agents and customers during the global health crisis.
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“Contact centers are on the front lines of organizations’ response to the coronavirus, and we’ve heard from many organizations that they are stretched too thin to meet demand”
Preparing Global Contact Centers to Rapidly Deploy Work-from-Home Agents
Through its globally available cloud contact center platform, a defined rapid deployment process and a readily available global partner network, Serenova provides an unencumbered pathway to the cloud that can be implemented in 48 hours or less.
During the last week, Serenova set up the following CxEngage Rapid Response deployments:
- A 500-plus remote agent contact center for a large government agency to respond to the outbreak, which has already handled more than 150,000 calls.
- A 1000-plus remote agent contact center for a top healthcare provider currently using legacy on-premise technology.
- A health insurance provider’s same-day move to 100 percent work-from-home agents, keeping its employees safe while maintaining support continuity for hundreds of thousands of customers and members.
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“Contact centers are on the front lines of organizations’ response to the coronavirus, and we’ve heard from many organizations that they are stretched too thin to meet demand,” said Craig Malloy, CEO of Serenova and Lifesize. “Whether a contact center is on-premise, in the cloud or hybrid, access to CxEngage is easy, as it scales quickly and is always ready to use – anytime, anywhere. We remain committed to deploying our solutions to keep the world working during this unprecedented time.”
“Many Serenova customers are already experiencing exponential growth in contact center call volume, with accelerated demand expected in the coming weeks,” said Michael Helmbrecht, chief operating officer of Serenova and Lifesize. “Backed by Amazon Web Services, we have the technology and professional services network to get organizations to the cloud and support work-from-home agents in 48 hours or less. Right now, this is a vital need for large contact centers.”
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