Products: Speech Analytics - SERTAINTY

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The data you need to optimize performance.

SER pioneered call management solutions two decades ago and now we're helping introduce the industry to groundbreaking speech analytics with SERTAINTY. Using sophisticated speech recognition technology, our award-winning SERTAINTY solution analyzes live and recorded calls, extracting valuable data you can use to optimize agent and contact center performance.

Now recorded voice conversations are easier to analyze.

SERTAINTY integrates with Wygant's Encore call recording solution or other major recording vendors on the market to analyze live or recorded calls for keywords and phrases based on required, forbidden, or other necessary words you define. This helps immediately identify problem agents, problem calls, customer trends, areas for improvement, and other key issues affecting the quality and success of your calls.

Your return on investment comes quickly.

Traditional call analysis took weeks and countless man-hours to complete, only to deliver old data. SERTAINTY automates that process, eliminating time lags and reducing analysis costs, while increasing the amount of data that can be analyzed at any given time. The result is more value from your calls and an immediate impact on your ROI.

Key Features	Benefits
Script adherence tracking	Access a safeguard to ensure scripts are read verbatim.
Rules wizard	Define new KPIs and their acceptable phrases quickly, then package multiple KPIs into a Quality Profile.
Call alert	Eliminate the �hit or miss� approach to random call review. Alert a reviewer by providing the exact location in the call requiring attention.
Call reviewer interface	Manage and review interactions, plus play back recorded calls, escalate calls for further review, and save calls for coaching and training purposes.
Business intelligence mining	Increase the value of every customer interaction by providing insight into what was said on every call.

SERTAINTY is protected by copyrights and one or more of the following United States and international patents: U.S. Patent Number 7,076,427 and U.S. Patent Number 7,133,828.

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