SER Solutions, Inc.-CIS-2005

SER understands that to run a first-class call center, companies need technologies that promote excellence at the most important level: that of the agent. All the analytics and optimization software in the world won't help a company improve its customer service if it's not aimed at improving agent performance and quality where and when they need it most. SER is also well known and highly respected by its customers for its first-class product support.

SER Solutions, Inc.
21680 Ridgetop Circle
Dulles, VA, 20166, United States

http://www.ser.com

Product Name: SERTAINTY™ Version 3.0

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		SERTAINTY is an agent performance optimization solution that enables contact centers to obtain real-time analysis on agent and team performance. SERTAINTY eliminates tedious and time-consuming manual monitoring activities by using speech recognition technology to perform highly accurate, automated evaluations of all customer interactions. SERTAINTY scores each call against a set of KPIs and flags only calls that actually need to be reviewed by a supervisor. The latest SERTAINTY release offers the following enhancements: a new, browser-based business intelligence dashboard; expanded reporting and statistical analysis; and an easy-to-use KPI Definition Wizard. SERTAINTY analyzes and scores recorded calls to quickly identify issues and provide immediate, meaningful feedback to individual agents and teams when they deviate from the script, miss required KPIs or use inappropriate language.