Products

• Overview
• Contact Management
  • CPS
  • CPS E²
  • ENSERCLE
  • Gateway
• Quality Management
  • Activ! Voice and
    View
  • Activ! IQ
  • Activ! Coaching
• Speech Analytics
  • SERTAINTY

Products: Contact Management - CPS - FAQs

How reliable is CPS?

SER continually measures our reliability and are proud of our 99.87% average uptime. We know how costly it can be to lose even just a few minutes of productivity, so our RAID V servers deliver a fault tolerant redundant platform that helps ensure our high average.

How can CPS help me comply with regulations?

In order to help you comply with Caller ID mandates, we built options into CPS that allow you to configure the telephone number and message of your choice to appear on the screens of called parties. CPS also delivers a do-not-call utility that compares records about to be called against an external DNC list in real-time, ensuring up-to-date compliance.

SER is extremely sensitive to abandon call rates, so our SmartPace dialing algorithm helps maximize the talk time per hour while keeping abandon rates low. In addition, you can change the abandon rate by campaign to conform to specific calling requirements. And, we provide automated message delivery capabilities that allow you to record, store, and download voice messages to play in the unlikely event an agent is not available to answer a call within the mandated 2 second requirements. 

What kind of switch does CPS use?

Our TSP500™ telephony switch is best-of-breed and provides direct T1/E1 ISDN connectivity, where available. With this connectivity, you can customize your caller ID information on a campaign-by-campaign basis. The TSP500 also gathers DNIS and ANI information so inbound calls are routed to the right agents whose screen is instantly populated with caller information.

What kind of information can my agents access through the CPS Call Manager?

As soon as a call connects, your agents’ screens are populated with information from your customer database, which might include name, age, account numbers, purchase or donation history, date of last contact, and other valuable information. Armed with this information, your agents can provide more informed service, improving relationships and campaign effectiveness.

What kind of supervisory tools does CPS support?

Supervisors can monitor overall campaign activity and effectiveness through our SmartStat reporting tools that deliver real-time metrics that can be used to fine-tune campaigns on the fly. Additionally, our WebMonitoring feature allows supervisors to view an agent’s screen and listen to the voice conversation in real-time. CPS SmartSup enables supervisors to easily manage campaigns and agents, and copy and paste campaign parameter information across multiple systems.

How easily does CPS allow you to build scripts?

Through Webagent Scripting, agent screen layouts, text, graphics, and screen flow can be defined. Source script files are created using XML tags and then compiled to HTML. In addition, WebAgent's xSQL feature greatly simplifies complex coding often needed for SQL database access from web scripts.