Troy Parish interview at Contact Center Demo

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Troy Parish interview at Contact Center Demo

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I found the new and renewed in my interview with Troy Parish of Serenova. The Contact Center Demo and Conference (CCDemo) was the first event for the new corporate identity for Serenova. Formerly, LiveOps Cloud, the new brand is said to represent the company’s contact center heritage while also signaling the market’s evolution towards simpler, brighter customer experiences that drive revenue, retention, and loyalty.

As the host of the Fast Leader Show Podcast, I often get to talk with industry experts about moving forward or getting left behind and launching a new brand can be a great signaling for leaping forward.

Watch Troy Parish of Serenova talks contact center technology at Contact Center Demo and Conference with Jim Rembach Click to Tweet

At the CCDemo, there were point solutions, platforms, and services for all areas of a contact center. In this interview with Troy, he shares how Serenova helps organizations transition from premise-based contact center solutions to a true cloud solution.

As a former call center supervisor, and Advisory Board Chair of Call Center Coach, I asked Troy how they help to make life easier for supervisors and he made me reflect on my green bar paper days from my old Rockwell Galaxy switch (anyone remember those). Of course, he shared something better.

What Serenova does

Voice, email, chat, SMS, social, and work items – we support them all and integrate with the CRM for seamless data exchange. Only Serenova lets your business rapidly deploy an always-on, highly secure, true multi-tenant and instantly scalable contact center solution using a pay-as-you-go model. Source: https://www.serenova.com/why-choose-us

What is Multi-Tenancy?

free-report-maximum-agent-performance-250x175Troy mentions multi-tenancy as a way to differentiate Serenova’s solution. But what is multi-tenancy anyway? As I searched for a definition for you I found this one from Gartner.

Multitenancy is a reference to the mode of operation of software where multiple independent instances of one or multiple applications operate in a shared environment. The instances (tenants) are logically isolated, but physically integrated. The degree of logical isolation must be complete, but the degree of physical integration will vary. The more physical integration, the harder it is to preserve the logical isolation. The tenants (application instances) can be representations of organizations that obtained access to the multitenant application (this is the scenario of an ISV offering services of an application to multiple customer organizations). The tenants may also be multiple applications competing for shared underlying resources (this is the scenario of a private or public cloud where multiple applications are offered in a common cloud environment).

If you are like me, you’re scratching your head in confusion about now. I’m an operations guy and this is some foreign language thing going on here. So I kept looking and found something I think explains this a bit better from netsweeper.

Clouds make use of the fundamental technology known as multi tenancy to share IT resources in an affordable and secure manner. If you are looking for a good multi tenancy definition, it can be best explained using a lease agreement laid down by an apartment owner. In an apartment building, tenants share the infrastructure of the building but with walls and doors that provide them privacy from other tenants. In the same way, cloud networking utilizes multi tenancy to share information technology resources among multiple tenants (businesses and organizations).

Now that makes more sense to me. What about you? This definition can be helpful to me if I want to compare different solution offerings too.

What should you do?

Lori Bocklund of Strategic Contact wrote recently that it’s an exciting time for the rapidly maturing market of cloud contact center technology. If you’re a buyer, you can feel confident that you will find a solution that is a good fit, from a trustworthy vendor who will stand behind their solution.

So does Serenova have the ability to meet your needs? You need to talk to Troy and his team. Reach him at: tparish [at] serenova.com.


Join me on the Fast Leader Show Podcast

monitor-fast-leader-showThe Fast Leader Show is a docuedutainment (don’t look it up I made it up) podcast released each Wednesday and hosted by Jim Rembach. Each week, Jim introduces you to real folks (from the call center industry and beyond) with real stories of how they were able to get over the hump and lead themselves or others better…faster. You’ll learn how to become a better leader (faster) through their stories by improving your employee and customer engagement through the power of improving your emotional intelligence. Get more human-centric and move onward and upward…faster.


 

About Jim Rembach

Jim Rembach is a trusted advisor, speaker, and thought leader. He is a certified Emotional Intelligence (EQ) practitioner, contact center auditor and employee retention specialist, and holds a US trademark for the “Servant Teamwork®” leadership and organizational transformation methodology. Jim hosts the long running Fast Leader Show and sits on numerous boards.

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2016-11-10T02:21:53+00:00 By |Customer Experience|0 Comments