SER receives two U.S. patents for audio data monitoring and mining.

SER Solutions, Inc., a provider of call management and speech analytics solutions, has received two U.S. patents for methods and apparatus using speech recognition technology. The first patent is for audio data monitoring and evaluation; the second patent is for audio data analysis and data mining. SER's inventions use natural speech recognition combined with business rules to analyze customer conversations, transforming the spoken word to retrievable data. The invention enhances call monitoring by automatically evaluating conversations and initiating actionable events. The use of a computer program to automate this process makes it economically feasible to review 100 percent of recorded calls, not just a select few. This patented technology forms the foundation for SER's speech analytics solution, SERTAINTY, which performs accurate, automated evaluations of all customer interactions. SERTAINTY enables companies to unlock the information stored in call recordings to identify key trends such as an increase or decrease in customer satisfaction levels, competitive mentions and product receptivity. SERTAINTY also analyzes and scores recorded calls for overall call quality, script adherence and fraud detection.

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