SER Solutions, Inc.
Since 1989, SER Solutions, Inc. (SER) has led the contact center industry in delivering products that significantly improve operational efficiencies and agent productivity.  SER’s flagship outbound product, Call Processing System™ (CPS), is one of the most widely used outbound call management systems in the world.  Known for its reliability, quality, and ability to generate more contacts per hour – even when operating within the FTC/FCC mandated 3% abandon rate, this industry award-winning system is used today at 11 of the top 15 outbound teleservices companies in the U.S. and at several leading credit collection agencies.  SER has received numerous industry accolades including “best-in-breed outbound dialing vendor” and “best pacing dialing algorithm in the industry”.

SER’s depth and breadth of experience in the outbound teleservices industry is unparalleled.  With 28 U.S. and 8 internationally issued patents, SER continues to deliver new technologies and functionality to the market.  Most recently, SER has received industry awards for its next-generation predictive dialer, the TSP500™, and automated quality assurance solution, SERTAINTY™.

Working in conjunction with third party call recording systems, SERTAINTY combines advanced speech recognition technology with user-defined business rules to deliver fully automated quality assurance.  SERTAINTY enables contact centers to listen to 100% of their calls and analyze every customer interaction.  Rather than listening to an entire call or monitoring only a small fraction of all the calls made in the contact center, SERTAINTY performs highly accurate, automated evaluations of all customer interactions and only flags calls that actually need to be reviewed by a supervisor. 

SERTAINTY provides a cost efficient way to analyze 100% of recorded calls to provide a true measurement of quality assurance by scoring calls against a set of key performance indicators—ensuring agents follow required scripts, do not use inappropriate language, and deliver professional and courteous customer service.

Contact: info@ser.com