Serenova Deepens Partnership With Fuze to Raise the Bar on CCaaS for Enterprises

Remote Work: Serenova and Fuze enter into a referral partnership to drive greater customer service; Sensei Labs ‘frees’ new possibilities for remote work collaboration.

The intersection of of UCaaS and CCaaS

One thing is clear about 2020 – it is a year of strengthening the partnership ecosystem. Austin-headquartered Serenova and Boston-headquartered Fuze have paired for a comprehensive, globally-delivered unified communications solution for enterprise contact center, combining respective contact center-as-a-service (CCaaSOpens a new window ) and unified communications-as-a-service (UCaaSOpens a new window ) expertise.

The partnership aims to drive greater customer engagement through seamless communication capabilities that can ultimately result in higher customer satisfaction levels of enterprise customers. It comes at a time when cloud-driven collaboration solutions are not only the trend, but hold an urgent need of the hourOpens a new window .

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A report also deemed the necessity of an integrated UCaaS/CCaaS solution by over 50% respondents. Serenova and Fuze’s referral partnership fuses PBX-driven cloud telephony CCaaS with enterprise communication, which basically means the extension of telephony capabilities across the organization, or in other words, the availability of enterprise-wide subject matter experts for faster, more efficient customer service.

Serenova’s partnership with Fuze is another step forward by the former to intersect CCaaS with UCaaS, which follows their merger with LifesizeOpens a new window , a cloud UCaaS provider, in March 2020.

Sensei Labs Lets Out Work Orchestration Platform Free of Charge

Sensei Labs has taken an altruistic stand to help businesses cope with the disruptions brought about with the outbreak of the novel coronavirus. The company announced that they will offer their work orchestration and collaboration platform, Conductor for COVID-19, for free so as to help them “reevaluate the model of how their teams work”, as noted by a Sensei Labs spokesperson.

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Conductor for COVID-19 will be available to companies for free through ‘at least’ September 2020. We think this might have something to do with the realities of the post-COVID-19 world, or the widely reported new normal. A study by Gartner revealed that nearly 74% companiesOpens a new window would be interested in working remotely as a permanent while three in fiveOpens a new window U.S. workers who have been doing their jobs from home during the coronavirus pandemic would prefer to continue to work remotely as much as possible, once public health restrictions are lifted.

An adaptation of the Sensei Labs’ Conductor platform, Conductor for COVID-19’s work orchestration capabilities include real-time task-based project and portfolio management, information management, transparent remote collaborationOpens a new window et al., pertaining to their efforts in enabling remote work environments.

Eric Hachmer, Partner, Growth Leader at Mercer, one of Sensei Labs’ network of partners said, “We have a shared philosophy about helping organizations in this time do the best work they can and enable their employees. I saw Conductor and the environment Sensei Labs is trying to build is a great way for Mercer to contribute to that.”

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