Serenova Acquires TelStrat

Serenova, a contact center-as-a-service (CCaaS) provider, has completed the acquisition of TelStrat, a provider of call recording, quality, analytics, and workforce management (WFM) solutions.

By adding TelStrat's Engage Workforce Optimization (WFO) product line to the Serenova portfolio, customers now have access to native WFO capabilities.

"Combining the power of CCaaS and WFO allows Serenova customers to quickly realize benefits to their bottom line through the reduction of employee and customer churn, enhanced contact efficiency, and increased customer satisfaction," said Tom Schollmeyer, CEO of Serenova, in a statement. "Our acquisition of TelStrat's technology and expertise allows Serenova the opportunity to provide its customers with a natively integrated solution for CCaaS and WFO, and to accelerate its own revenue growth through cross-sell and channel synergies. And, because we believe strongly in offering an open, flexible platform to our customers and the market, we remain firmly committed to our existing WFO and WFM partnerships with Verint, Calabrio, and Teleopti as well."

TelStrat's Engage WFO delivers tools for compliance and disaster recovery recording, service quality assurance, agent performance improvement and workforce management, as well as analytics and reporting.

"Joining forces with Serenova, an industry leader and trailblazer in the contact center industry, is an immensely positive outcome for TelStrat and our customers," said Bob Carroll, CEO of TelStrat, in a statement. "We're thrilled to be a part of Serenova's mission to simplify every aspect of the customer experience from front office to back, and I'm confident that our team and technology will help to achieve that goal."