SER Announces Release of CPS 7.1 With Powerful Agent and Campaign Management Capabilities for Greater Ease of Use.
DULLES, Va.--(BUSINESS WIRE)--April 16, 2003
Latest Release Provides Contact Center Operators Enhanced FTC
Compliance Reporting Capabilities
SER Solutions, Inc., the leading provider of contact center solutions, formerly EIS International, Inc., today announced the new release of its industry leading Call Processing System(TM). The latest release delivers robust new features such as WebAgent, a web-based agent control interface; SmartSup(TM), a sophisticated campaign and user management application; and detailed reporting capabilities to address recent Federal Trade Commission compliance requirements. Used by eight of the top ten outbound teleservice centers in the United States, CPS is a complete, turnkey 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 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 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 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 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, 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.