Products

• Overview
• Contact Management
  • CPS
  • CPS E²
  • ENSERCLE
  • Gateway
• Quality Management
  • Encore
  • CenterPlus
• Speech Analytics
  • SERTAINTY

Products: Contact Management - CPS E²

The next-generation of call management.

CPS Enterprise Edition (CPS E²) ushers in a new-generation of call management solutions with patented predictive dialing and ACD, integrated inbound, call recording and speech analytics, and advanced functionality.

With CPS E², your interactions are transformed into strong customer-centric relationships that breed loyalty, satisfaction, and increased revenue. Your business processes now drive the functionality of your technology, instead of the other way around. And, you finally have the flexible options necessary to adapt, change, and evolve your business to meet current and emerging market demands.

Radically shift the focus of your campaigns.

SER’s Real-Time Portfolio Management™ (RTPM) lets you manage your calling records, agent workflow, and campaign strategies as a holistic business portfolio, automating processes according to your specifications for peak productivity. Armed with campaign-specific information like who to call, when to call, and the best agent for the call, CPS E² improves the outcomes of interactions, optimizes resources, and minimizes idle time.

Call Tactics™ lets you treat each record individually so you can automate strategies for each individual call based on various attributes. Plus, you can execute multiple concurrent strategies throughout the life of a campaign, optimizing agent productivity and the customer experience.

Seamlessly and easily manage outbound and inbound campaigns.

CPS E²'s Universal Campaign Management allows you to apply RTPM, Call Tactics, call disposition strategies and unified reporting to all calls, whether they’re outbound or inbound. In addition, you use a single client record for both outbound and inbound interactions, consolidating customer information in one location.

With CPS E² you’ll have the capabilities you need to put the right agent on the right call, optimizing agent uptime, providing better service to customers, and increasing satisfaction among both customers and agents.

Key Features	Benefits
Integrated recording and speech analytics	Minimize compliance risks, ensure call quality, monitor calls in real-time, and easily collect powerful business intelligence you can use to increase customer loyalty.
WebAgent™ with Visual Scriptor	Simplify scripting through an intuitive, browser-based interface that allows you to easily customize the text, graphics and layout of agent screens.
Agent-free campaigns with outbound IVR	Increase right-party contacts without increasing headcount. Run concurrently with agent-staffed campaigns or after hours for optimal productivity.
Text-to-Speech	Deliver name and customized message to called party and collect information before transferring callers to an available agent.
Enterprise Stats™	Access a constant stream of real-time performance data presented in colorful, easy-to-read pie charts graphs.

Awards for CPS E²

• 2006 Top 100 Collection Technology Products - Collection Advisor Magazine
• 2006 CRM Excellence Award - Customer Interaction Solutions Magazine
• 2005 Product Differentiation Innovation - Frost & Sullivan
• TMC Labs 2005 Innovation Award - Customer Interaction Solutions Magazine
• 2005 ICCM Best of Show
• 2005 Call Center Demo & Conference Dallas

"We knew we made the right decision, when, within the first few weeks of its use, CPS E² was proving to be easier and more adaptable than our existing dialer and was helping us reach our sales goals." Dial-a-Phone