Contact Management

SER offers four contact management solutions, each designed to meet your specific needs. CPS provides patented predictive dialing and blending capabilities for outbound-intensive campaigns. CPS Enterprise Edition (CPS E²) extends the power of CPS for enterprise implementations with more sophisticated list management, CTI blending, and flexible contact features, allowing customers to maximize their current infrastructure investments. ENSERCLE is a complete customer interaction suite that delivers integrated inbound, outbound, IVR, email, scripting, recording, and skills-based routing capabilities. And for those organizations that simply want to integrate our legendary predictive dialing capabilities seamlessly into their existing system, Gateway is the perfect choice. 

Regardless of which solution you choose, SER will help you:

• Optimize agent productivity
• Lower operational costs
• Generate revenue
• Build stronger customer relationships
• Increase the effectiveness of every interaction

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Quality Management

SER offers comprehensive quality management by incorporating Encore™ voice and data recording into your solution. CenterPlus™ adds even greater value by delivering agent evaluation, coaching, training, and analytics capabilities. Integrating quality management into your contact center solution will help you:

• Comply with regulations and standards
• Analyze agent quality and consistency
• Evaluate, score, and coach agents effectively
• Leverage flexible recording strategies to evaluate contact center operations

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Speech Analytics

SERTAINTY is pioneering the use of speech recognition technology to automate call analysis and help you:

• Gain more value from every call
• Improve agent and contact center performance
• Evaluate customer behavior and market trends
• Gather competitive intelligence
• Pinpoint customer issues
• Save time and resources on data analysis

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