Serenova, a contact center-as-a-service (CCaaS) and workforce optimization (WFO) provider, has acquired the ProScheduler platform from Loxysoft.
ProScheduler will immediately become part of Serenova's contact center portfolio and will be integrated into the CxEngage platform in the first half of 2020. Users will also be able to advantage of a data-driven optimization engine that integrates seamlessly into existing customer experience programs.
"With this acquisition, Serenova is once again redefining the evolution of the contact center market to help our customers keep pace with evolving consumer demands," said John Lynch, CEO of Serenova, in a statement. "By providing tools that deepen the capabilities of supervisors to manage their organizations, we are expanding the meaning and scope of what a cloud contact center platform should be capable of managing."
"We've long believed that the most important next step for the contact center to deliver on their promises of superior customer experiences is to provide the technology and tools that transform the contact center from both the operations and human resource perspective," said Leslie Blanke, senior vice president of product at Serenova, in a statement. "After careful consideration of all the solutions in the market, ProScheduler was the obvious next step in that vision. This acquisition is another critical milestone in our promise of delivering a global, cloud-based platform to improve agent performance and, in turn, build better customer experiences."
This is Serenova's second acquisition to build out its WFO line. It first acquired TelStrat in 2017 and subsequently released its first product on that technology that is integrated into CxEngage with CxEngage Quality Management (CxQM).