Serenova Lifesize scorecard

Company Overview

Serenova Lifesize is a BPO company, founded in 2003, with approximately 500-999 employees. They specialize in Finance & Accounting, Customer Support. They serve the E-commerce & Retail industries.

The complete, robust, cloud-native CxEngage contact center platform from Lifesize enables you to develop stronger customer relationships and design a more promising future for your organization. Lifesize’s premier cloud solutions link clients, contact center agents, and workers with digitally-designed solutions. Furthermore, this organization delivers security, scalability, and dependability with integrated capabilities and interoperability on a truly global scale. The capacity to connect with people and consumers from any location and on any device at any time is one of the missions of this organization. The focus remains on delivering consistent service quality and dependable outcomes.

Executive summary

Brand Profile: Voice: enterprise. Voice: solution-oriented. Voice: technology-forward. Client Value Proposition: Summary: Serenova's value proposition centered on helping captive and outsourced customer service teams manage omnichannel interactions in the cloud with routing, reporting, and recording capabilities.. Value Points: Title: Omnichannel customer engagement. Value Points: Description: Unified voice, email, chat, social, and mobile customer communications in one SaaS platform.. Value Points: Title: Operational control. Value Points: Description: Included routing, reporting, recording, workforce optimization, and quality management tools.. Value Points: Title: BPO-friendly deployment. Value Points: Description: Specifically cited as serving BPO service providers and outsourced customer service organizations.. Company Overview: Highlights: Cloud contact center software provider. Highlights: Supported voice, email, chat, social, and mobile channels. Highlights: Headquartered in Austin, Texas. Highlights: Merged with Lifesize in 2020. Description: Serenova was a cloud-based contact center software provider focused on multichannel customer communications for enterprises and BPO service providers; it later merged with Lifesize under the Lifesize brand in 2020.. Competitive Differentiators: Differentiators: Title: Designed for BPO and enterprise contact centers. Differentiators: Description: Serenova explicitly positioned its platform for global enterprises and outsourced customer service organizations.. Differentiators: Title: True multichannel SaaS platform. Differentiators: Description: The platform supported coordinated customer interactions across voice, email, chat, social, and mobile channels.. Differentiators: Title: Scale and usage footprint. Differentiators: Description: Public materials stated the platform had processed more than three billion customer interactions and served over 100,000 users globally.. Differentiators: Title: Industry coverage. Differentiators: Description: The company stated support for financial services, healthcare, insurance, retail, and technology sectors.. Financial Health: Risk Factors: No current public financial statements were located

Strengths

• Brand Profile: Voice: enterprise. Voice: solution-oriented. Voice: technology-forward. (public_web; observed 2026-08-21)
• Client Portfolio: Clients: Segment: enterprise. Clients: Industry: Technology. Clients: Client Name: Yelp. Clients: Segment: enterprise. Clients: Industry: Financial services. Clients: Client Name: RBC. Clients: Segment: enterprise. Clients: Industry: Education. Clients: Client Name: Yale University. Clients: Segment: enterprise. Clients: Industry: Education. Clients: Client Name: Pearson. Clients: Segment: enterprise. Clients: Industry: Nonprofit. Clients: Client Name: Salvation Army. Clients: Segment: enterprise. Clients: Industry: Energy. Clients: Client Name: Shell Energy. Clients: Segment: enterprise. Clients: Industry: Government/space. Clients: Client Name: NASA. Total. (public_web; observed 2020-03-10)
• Client Value Proposition: Summary: Serenova's value proposition centered on helping captive and outsourced customer service teams manage omnichannel interactions in the cloud with routing, reporting, and recording capabilities.. Value Points: Title: Omnichannel customer engagement. Value Points: Description: Unified voice, email, chat, social, and mobile customer communications in one SaaS platform.. Value Points: Title: Operational control. Value Points: Description: Included routing, reporting, recording, workforce optimization, and quality management tools.. Value Points: Title: BPO-friendly deployment. Value Points: Description: Specifically cited. (public_web; observed 2020-03-10)

Gaps

• The reviewed public sources do not establish buyer-specific service levels, staffing commitments, or acceptance criteria for a defined scope. (public_web; observed 2026-08-21)
• The reviewed public sources do not establish a buyer-specific continuity design, recovery objective, security schedule, or named delivery team. (public_web; observed 2026-08-24)
• The reviewed public sources do not provide directly comparable commercial terms and independently verified outcomes for a like-for-like engagement. (public_web; observed 2020-03-10)

Firmographics

GB100 score

Overall score: 50

• egs: 43
• growth: 56.5
• reputation: 49.9
• ai_readiness: 50
• market_footprint: 42
• digital_readiness: 61.2

Scores are calculated from published evidence and the current GB100 methodology; payment does not affect rank.

Services and operating scope

Serenova Lifesize's structured service taxonomy includes Finance & Accounting, Customer Support. Client Portfolio: Clients: Segment: enterprise. Clients: Industry: Technology. Clients: Client Name: Yelp. Clients: Segment: enterprise. Clients: Industry: Financial services. Clients: Client Name: RBC. Clients: Segment: enterprise. Clients: Industry: Education. Clients: Client Name: Yale University. Clients: Segment: enterprise. Clients: Industry: Education. Clients: Client Name: Pearson. Clients: Segment: enterprise. Clients: Industry: Nonprofit. Clients: Client Name: Salvation Army. Clients: Segment: enterprise. Clients: Industry: Energy. Clients: Client Name: Shell Energy. Clients: Segment: enterprise. Clients: Industry: Government/space. Clients: Client Name: NASA. Total Clients Claimed: 10000. Industry Concentration: financial services. Industry Concentration: healthcare. Industry Concentration: insurance. Industry Concentration: retail. Industry Concentration: technology. Competitive Landscape: Competitors: Name: Five9. Competitors: Relationship: direct. Competitors: Name: Genesys. Competitors: Relationship: direct. Competitors: Name: NICE CXone. Competitors: Relationship: direct. Competitors: Name: Talkdesk. Competitors: Relationship: direct. Positioning: Cloud-based CCaaS and enterprise communications provider serving BPOs and global enterprises. Market Signals: More than 10,000 customers worldwide were cited at merger time. Market Signals: Platform had processed more than three billion customer interactions and over 100,000 users globally at merger time. Differentiators: Multichannel contact center SaaS for captive and outsourced customer service organizations. Differentiators: History of serving BPO service providers. Differentiators: Combined portfolio with video collaboration after merger. Key Firmographics: Founded Year: 2000. Sectors Display: Contact center software. Sectors Display: Cloud applications. Sectors Display: Customer service software. Sectors Display: CCaaS. Headquarters Display: Austin, Texas, United States. Employee Count Display: 201-500 employees (LinkedIn display, 2026-08-21). Ownership Type Display: Privately held. Employee & Client Sentiment: Sentiment Trend: unknown. Employee Satisfaction: unknown. Services & Offerings: Categories: Name: Contact center software. Categories: Services: Multichannel customer communications. Categories: Services: Inbound customer service workflows. Categories: Services: Outbound customer communication support. Categories: Services: Cloud contact center software. Categories: Name: Customer experience operations.

Geography

Countries listed in the structured record include -. Delivery Center Details: Centers: City: Austin. Centers: Country: United States. Centers: City: London. Centers: Country: United Kingdom. Centers: City: Crows Nest, Sydney. Centers: Country: Australia. Recent News: Articles: Date: 2020-03-10. Articles: Title: Lifesize and Serenova merge to create combined contact center and workplace collaboration company. Articles: Source: Business Wire. Articles: Summary: Announced a merger combining Lifesize's collaboration products with Serenova's contact center software.. Articles: Date: 2020-06-18. Articles: Title: Lifesize announces united corporate brand and new executive leaders. Articles: Source: Business Wire. Articles: Summary: Announced that the combined company would operate under the Lifesize brand and named new executives.. Executive Summary: Summary: Serenova was a CCaaS provider serving global enterprises and BPO service providers with SaaS-based multichannel contact center software before being merged into Lifesize's unified brand.. Tech Stack & Tools: Tools: Category: CCaaS. Tools: Confidence: confirmed. Tools: Product Name: Serenova cloud contact center software. Tools: Category: AI. Tools: Confidence: inferred. Tools: Product Name: chatbot. Tools: Category: Other. Tools: Confidence: confirmed. Tools: Product Name: workforce optimization. Tools: Category: Other. Tools: Confidence: confirmed. Tools: Product Name: quality management. Ai Capabilities: multichannel customer communication support. Ai Capabilities: chatbot. Proprietary Tech: cloud-based multichannel contact center software. Proprietary Tech: SaaS software suite for inbound and outbound customer communication. Leadership & Executives: Executives: Bio: Named CEO of the combined Lifesize-Serenova company after the merger announcement.. Executives: Name: Craig Malloy. Executives: Title: CEO of the combined company. Executives: Bio: Moved into the sales leadership role after the merger announcement.. Executives: Name: John Lynch. Executives: Title: Former CEO of Serenova; Senior Vice President of Sales at the combined

Methodology

Serenova Lifesize's BPOIndex scorecard is assembled from public, attributable evidence rather than vendor-submitted marketing claims or a paid-placement package. The research pass reviewed 18 distinct source URLs and retained 20 substantive facts or company sections with direct citations. Each retained observation is tied to the page where it was found and to the date on which that page was observed. Information that could not be traced to a reviewed public source was left out. This distinction matters because a provider's website may describe broad capabilities without publishing buyer-specific service levels, staffing commitments, commercial terms, delivery capacity, or independently comparable outcomes. Collection and publication are separate. Collection discovers public pages, records evidence, and builds structured sections for company background, services, delivery footprint, operating signals, and credentials. Publication includes only substantive observations carrying an HTTP citation. The strengths below identify areas where the provider has published inspectable information; they are not guarantees of quality, price, security, or fit. Evidence gaps are questions the reviewed sources did not answer at a buyer-specific level, not negative claims about the provider. Peer links are navigation aids from other canonical BPOIndex profiles, not a claim that every company is identical in size, geography, specialization, or commercial model. Buyers should compare the underlying service taxonomy, locations, evidence, and current score dimensions. Confirm scope-specific service levels, named delivery sites, staffing assumptions, security controls, continuity plans, pricing units, minimum commitments, and referenceable outcomes directly with the provider. The observed dates show when evidence was collected. Later enrichment can add newly published sources, but unsupported inference, duplicate shells, and generic filler do not qualify a page for indexing.

Read the full GB100 methodology

Coverage gaps

• Insufficient public evidence for headquarters coverage.

Services

• Finance & Accounting
• Customer Support

Industries Served

• E-commerce & Retail

Contact

Website: https://www.lifesize.com

Email: NAsales@lifesize.com

Phone: 1 877-543-3749

LinkedIn: http://www.linkedin.com/company/lifesize

Frequently Asked Questions

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