SER Announces Release of CPS 7.1 With Powerful Agent and Campaign Management Capabilities for Greater Ease of Use.
Business Editors/High-Tech Writers
DULLES, Va.--(BUSINESS WIRE)--April 16, 2003
Latest Release Provides Contact Center Operators Enhanced FTC FTC
See Federal Trade Commission (FTC).
Compliance Reporting Capabilities
SER Ser serine.
smooth endoplasmic reticulum.
serine. Solutions, Inc., the leading provider of contact center solutions, formerly EIS (1) (Executive Information System) An information system that consolidates and summarizes ongoing transactions within the organization. It provides top management with all the information it requires at all times from internal and external sources. International, Inc., today announced the new release of its industry leading Call Processing In telecommunication, the term call processing has the following meanings:
A Turnkey Video System that combines sophisticated predictive dialing with inbound and call blending capabilities.
Offering a new standard of flexibility and control, CPS WebAgent provides a browser-based alternative to the standard character-based CPS agent interface and utilizes the type of graphical and navigational characteristics typically found on web sites. The WebAgent screen enables agents to view and enter call-related information within a web browser The program that serves as your front end to the Web on the Internet. In order to view a site, you type its address (URL) into the browser's Location field; for example, www.computerlanguage.com, and the home page of that site is downloaded to you. running on a personal computer. Using the special CPS Scriptor capability, script writers can also customize the text, graphics and layout of the CPS WebAgent screen. Additionally, the WebMonitoring feature provides contact centers with a browser-based agent performance tool, enabling supervisors to view an agent's screen and listen to the voice conversation while the call is taking place.
A focal point focal point
See focus. of information about a campaign, the WebAgent screen displays all of the following:
-- Call record information, such as customer name, which an agent
can view and update
-- Script text that instructs an agent what to say to a customer
-- Interactive components that allow agents to enter transaction
information, make selections from a group of options and
display additional screens
-- Buttons that an agent clicks to perform call-related
functions, such as placing a customer on hold and transferring
CPS 7.1's SmartSup offers a flexible campaign and user profile management capability designed to increase supervisor and system administrator productivity. Providing greater accessibility and visibility with the system, SmartSup enables a supervisor to easily manage campaigns and agents, copy and paste To copy files from one location to another or to copy text and images from one document to another. All modern operating systems and applications have a copy and paste capability that is typically selected from an Edit menu. See cut and paste and Win Copy between windows. campaign parameter information, and activate third-party conferencing and time zone parameters. In addition, SmartSup's unique BrainSearch feature, powered by SERbrainware(TM), allows supervisors to search critical CPS documentation in seconds.
In order to assist customers in responding to recently mandated government regulations, CPS 7.1 also offers comprehensive compliance reporting capabilities. Now, contact center operators have the ability to report on the specific progress points of a predictive dial to show conformance with the guidelines specified by the FTC and other governing bodies. Some of these compliance-related items include detection of a live voice, transfer or connection to an agent, playing a message and reporting on abandoned call rates.
"One of the most critical challenges facing contact center operators is how to cost-effectively capitalize on Cap´i`tal`ize on`
v. t. 1. To turn (an opportunity) to one's advantage; to take advantage of (a situation); to profit from; as, to capitalize on an opponent's mistakes s>. today's technology," said Sandra A. Wade, Vice President, Product Management and Marketing, SER Solutions, Inc. "This latest release of CPS helps solve this problem by providing customers with increased functionality designed to maximize productivity while leveraging their current technology investment."
Providing quality predictive dialers since 1989, SER's contact center solutions are developed to maintain the highest level of system reliability. SER was recently designated as a "best-in-breed outbound dialing vendor" with the "best pacing algorithm in the industry" in recent reports released by the META Group.
About SER Solutions, Inc.
SER Solutions, Inc., headquartered in Dulles, Virginia Dulles, Virginia is an unincorporated census-designated place located in Loudoun County, Virginia, part of the Washington Metropolitan Area. The headquarters of AOL, Orbital Sciences Corporation and ODIN technologies and the former headquarters of MCI Inc. are located in Dulles. , is leading the world into The Knowledge Age. The company's core learning technology, SERbrainware(TM), analyzes, understands, and responds to information with human-like intelligence, empowering people and businesses with the knowledge required to make fast and informed decisions. This unique, invented technology forms the foundation for SER's award-winning knowledge-enabled software suite, including SERdistiller(TM), SERsynergy(TM), SERglobalBrain(TM), SER's Call Processing System(TM) (CPS), eDM(TM) and SERprocess(TM). Over 3,000 organizations worldwide use SER' software to maximize workplace productivity, improve business efficiency, and enhance customer service. Additional information on SER Solutions, Inc. is available at www.ser.com
SER is a registered trademark and SERbrainware, SERdistiller(TM), SERsynergy(TM), SERglobalBrain(TM), SER's Call Processing System(TM) (CPS), SmartSup(TM), eDM(TM) and SERprocess(TM) are trademarks of SER Solutions, Inc. All other marks are trademarks of their respective owners.