Products

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

Products: Contact Management - CPS

The most proven call management solution available.

For nearly 20 years, SER's Call Processing System™ (CPS™) has proven itself as one of the most reliable and recognized solutions in the industry. CPS's superior predictive dialing, inbound, and call blending capabilities are unrivaled for enhancing productivity and customer relationships.

Flexibility is a key differentiator of CPS.

Our solution allows you to have your way on everything from scripting options and agent screen appearance to choosing whether you want your agents to work on outbound, inbound, or blended campaigns at any given moment on any given day. Furthermore, CPS allows you to use VoIP to distribute information, agents, and technology across multiple centers; seamlessly move voice and data between outsourced locations; and manage any number of remote agents.

Every call counts with CPS's proven capabilities.

Your agents are your most expensive resource. Therefore, it's vital for them to achieve their highest levels of productivity. Our patented dialing algorithm and automatic answering machine detection capabilities are proven best in class to maximize the number of live connects and optimize your agents' time. Our patented voice recognition ensures your agents hear the first "hello", supporting a natural call flow and a better call experience all around.

Key Features	Benefits
Synchronized call management, switching the call and delivering customer data to agent at the same time.	Give agents the information they need to improve customer interactions and increase overall campaign effectiveness.
CPS SmartStat™	Access real-time data on agent performance, campaign effectiveness, and dialing results.
WebAgent scripting	Define scripts, agent screen layouts, text, graphics, and screen flow to support your unique requirements.
CPS SmartSup™	Manage campaigns and agents from a central location, and copy and paste campaign parameter information across multiple systems.
CPS WebMonitoring	Enable supervisors to view an agent's screen and listen to the voice conversation in real-time.
Automated message delivery	Record, store and download voice messages. Play messages to callers when agents are unavailable on outbound or standard inbound campaigns.