SER Releases Call Processing System 7.0; Newest Release of Flagship Telephony Product Offers SmartStat and Addresses Zero Abandonment Legislation.Business Editors/Hi-Tech Writers SER Ser serine. Ser abbr. serine SER smooth endoplasmic reticulum. Ser serine. Solutions, Inc., the leading provider of knowledge-enabled software solutions today announced the launch of the company's latest telephony product, Call Processing In telecommunication, the term call processing has the following meanings:
SER's CPS combines workhorse work·horse n. 1. Something, such as a machine, that performs dependably under heavy or prolonged use: "the 50-year-old DC-3 ... predictive dialing with sophisticated inbound and call blending capabilities, adapting from as few as 8 agents to as many as 144 agents. Setting the standard for emerging call center requirements, CPS 7.0 combines a unique combination of features. Two of the most significant features of the new CPS 7.0 are SmartStat(TM) and how the product addresses current and pending zero abandonment legislation. SmartStat provides real-time data Real-time data denotes information that is delivered immediately after collection. There is no delay in the timeliness of the information provided. Some uses of this term confuse it with the term dynamic data. on agent performance, campaigns and overall dialing results in a variety of customized graphical formats. The flexibility of SmartStat allows contact center managers to display any combination of statistics in one or multiple formats simultaneously. A critical tool for telemarketers and managers, SmartStat offers data in the form of grids, chart, alerts and screens, presenting vital telemarketing telemarketing, the practice of selling goods or services to customers by means of the telephone or of surveying consumer preferences in telephone conversations. data for strategic campaign planning The process whereby combatant commanders and subordinate joint force commanders translate national or theater strategic and operational concepts through the development of campaign plans. . In addition, record and playback options are available for sections of data to analyze and compare information at a later time. The new CPS 7.0 also addresses a critical issue for the call center industry - zero abandonment rates. A requirement in pending California legislation, "the two second rule," prohibits a person operating automatic calling equipment from making phone calls without having an agent or telemarketer available after two seconds to talk with the person called. While the specific time frame for answering a call may evolve in new legislation (ex: from two to one second), the requirement prompted SER to develop and include a special Zero Abandon Rates by Area Codes feature. In response to this change, an option has been added to the Call Processor 12000 and telephony services platform (TSP) that will force a priority dial to connect immediately upon receipt of an answered call. The feature selectively replaces the predictive dialing method for outbound campaigns with either the preview dialing or priority dialing method. Other SER telephony products that offer address pending abandon rate legislation are Centenium(R) XL 3.1, a call management system; and Gateway(TM) 3.1 CTI (Computer Telephone Integration) Combining data with voice systems in order to enhance telephone services. For example, automatic number identification (ANI) allows a caller's records to be retrieved from the database while the call is routed to the appropriate party. , middleware Software that functions as a conversion or translation layer. It is also a consolidator and integrator. Custom-programmed middleware solutions have been developed for decades to enable one application to communicate with another that either runs on a different platform or comes from a that seamlessly incorporates the benefits of predictive dialing with existing applications. "With thirteen of the top fifteen outbound teleservices centers in the United States United States, officially United States of America, republic (2005 est. pop. 295,734,000), 3,539,227 sq mi (9,166,598 sq km), North America. The United States is the world's third largest country in population and the fourth largest country in area. using SER's CPS, our customers look to us to provide the best of breed in telephony products," said Jim Shackelford, Vice President, Sales-Contact Center, SER Solutions, Inc. "It makes a difference to our customers to be able to purchase the latest version of CPS and know that it will meet the 2 second abandonment rate legislation." Other important CPS 7.0 features include: -- Datahooks Error Recovery In the event of a communication failure, such as a network outage A network outage is an interruption in availability of a system due to the communication failure of the network. Network outages cost money directly to the organisation (for example Banks, Airlines, Online Transaction companies); or cost money indirectly to customers ISP, , Datahooks Error Recovery allows data between the Datahooks clients and a CPS server to be recovered. -- Campaign Import CPS count fields, such as RNAs and busies, are imported into a campaign through the Campaign Import feature. -- Discreet Monitoring This Discreet Monitoring feature allows supervisors to more efficiently monitor calls and better control agent conversations. 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), SERiMail(TM), SERglobalBrain(TM), SERsynergy(TM), eDM(TM) and SER's Call Processing System(TM). Over 3,000 organizations worldwide use SER's 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, SERiMail, SERglobalBrain, SERsynergy and Call Processing System (CPS) are trademarks of SER Solutions, Inc. |
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