Partners
Enterprise Partners
Oracle Corporation is a leading provider of business applications software. Together with its subsidiaries, Oracle engages in the development, manufacture, distribution, servicing, and marketing of database, middleware, and application software. Serene is a certified Oracle CRM solutions partner.
InQuira provides software applications for web self-service, collaboration, knowledge management, and agent-assisted support. Its products include InQuira Intelligent Search that provides semantic search capabilities for understanding and responding to user inquiries; InQuira Information Manager, a knowledge management product for identifying, developing, organizing, and sharing enterprise information; and InQuira Analytics, a reporting package that enables organizations to manage the user experience on the web and in contact centers, refine self-service and online marketing interactions, and enhance the ongoing capture, organization, and retrieval of content. The company also provides implementation, support, monitoring, and education services.
Serene and InQuira have entered into a strategic partnership to deliver effective Knowledge Management solutions to mutual customers in the customer service and call center space. Using the InQuira Connector for Siebel, Serene can enable Siebel users to search, acquire, preprocess, and index critical CRM data and supporting documents, greatly expanding the user's ability to leverage both Siebel data and external content in responding to sales and service requests from customers.
Genesys Telecommunications Laboratories, an Alcatel-Lucent company, is the only company that focuses 100% on software to manage customer interactions over the phone, web, and e-mail. The Genesys software suite dynamically connects customers with the right self-service or assisted-service resources to fulfill customer requests, optimize customer care goals, and efficiently use resources. Genesys software directs more than 100 million customer interactions every day for 4,000 companies and government agencies in 80 countries. These companies and agencies can leverage their entire organization, from the contact center to the back office, to improve the overall customer experience. As a result, Genesys helps stop customer frustration, drives efficiency, and accelerates business innovation.
Serene has developed a strategic partnership with Genesys to deliver business process routing capabilities into Siebel CRM using the Genesys intelligent routing platform. Serene is also poised to deliver multi-channel call-center solutions into the Siebel CRM space using the Genesys G+ framework. With the sophisticated Genesys solutions suite, Serene can provide Siebel customers with more insight into and control over their call-center operations.
Knoa Software is leading the performance management industry with end-user experience management solutions that reach beyond infrastructure and application performance to monitor, measure, and manage how end users are utilizing an application to optimize business process execution. Knoa solutions help to control costs and drive ROI in some of the world's largest and most complex software deployments.
In Serene and Knoa’s equal partnership, Serene is leading the effort to resolve Siebel performance-related issues and Knoa is leading the effort to identify the performance issue from an end-user perspective. Serene utilizes its expertise in Siebel applications to pinpoint performance issues within the architecture stack and resolve the performance issues that Knoa identifies.
Empirix helps organizations adopt complex communications solutions with confidence. Empirix combines the industry’s deepest knowledge of telecommunications and self-service applications with award-winning testing and monitoring solutions. The Empirix eTEST Suite technology integrates seamlessly with Siebel Test Automation, which includes both Siebel Client Automation Services (CAS) for functional testing and the Siebel Correlation Library for load testing.
Serene has had a strong partnership with Empirix for several years and is one of the early adopters of Empirix eTEST Suite for Siebel applications. We have successfully used Empirix to load test the latest versions of Oracle/Siebel eBusiness applications, including 7.5, 7.8 and 8.x. Serene is a premier expert in using eTester for testing Siebel applications, particularly in light of the Oracle acquisition of the Empirix eTEST Suite. We offer load testing for all current versions and configurations of Siebel applications, and a one-day customer training on using Oracle eTEST for Siebel applications.
Envox Worldwide (acquired by Syntellect) is a leading global provider of IP-based voice self-service and contact center solutions. The company’s standards-based software solutions dramatically reduce customer service costs, optimize contact center performance, and improve customer satisfaction. More than 1.25 million ports of Envox’s hosted and premise-based IVR solutions have been deployed globally and over one million contact center agents benefit from the intelligent routing, screen pop and call monitoring functionality provided by Envox’s award-winning CTI software. Envox’s development tools and software platforms are also used to streamline enterprise-wide communications through unified communications solutions and to generate new revenue streams for service providers through multimedia carrier communications services.
Serene entered into a strategic partnership with Envox as the preferred systems integrator in North America to take its PhoneLink products to Siebel CRM customers. PhoneLink provides built-in integration with Siebel CRM and significantly enhances the efficiency and performance of service and support groups by providing agents with click-to-dial and screen-pop capabilities that can reduce call time and help personalize customer service.
Trillium Software, a business of Harte-Hanks, Inc. (NYSE: HHS) and a leading enabler of Total Data Quality™ solutions, is the only global company exclusively focused on data-quality applications. The Trillium Software System® is an integrated, unified platform for data quality across every data source and business function. Trillium Software is a Serene strategic partner and the Trillium system is at the core of our CRM and MDM solutions from a data-quality perspective. Serene and Trillium have partnered on several successful CRM and MDM implementations.