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SER and VPI Ink OEM Pact(Wireless News Via Acquire Media NewsEdge) SER, a provider of contact management and speech analytics solutions and VPI (Voice Print International), a supplier of interaction recording and workforce optimization (WFO) solutions, announced an OEM agreement to deliver call recording, quality management, and agent coaching capabilities as part of the SER contact management solution suite. According to company officials, the integrated solution will enable SER customers to use a tightly integrated, modular suite of workforce optimization solutions. The companies noted that the agreement allows for SER to incorporate VPI's WFO capabilities into its portfolio of contact management solutions. SER's suite offers inbound, outbound, and blended solutions designed to meet the specific needs of the contact center. "End users, particularly SMBs, are asking vendors for unified communication (UCC) suites with fully blended inbound and outbound functionality and workforce optimization (WFO) capabilities to address recording, quality assurance, workforce management, coaching, performance management, and more," said Ted Lubowsky, managing director at DMG Consulting LLC. "By partnering with VPI, a provider of workforce optimization solutions, SER will be able to create a unified suite of UCC and WFO solutions for its customers." "After a thorough review of all of the QM vendors, we chose VPI for its proven technology and success in the market," said Joe Licata, president & CEO of SER Solutions, Inc. "As the market continues to evolve, there is a growing need for customers to gather intelligence across all of their interactions and act upon that information to improve operational performance and their overall customer experience. Through our partnership, we will support our corporate direction of integrating superior quality management and workforce optimization capabilities into our product portfolio to create long-term customer value and gain market share. Our decision to work with VPI was validated by customers who ranked them highest in product, leading industry analyst's independent customer survey report. Our customers will appreciate the fact that other end users have put their trust in this solution." "We are very excited that SER has selected VPI as their technology partner," said Chris Morrissey, vice president of sales and marketing at VPI. "SER and VPI are bringing together a new suite of solutions that provides an unprecedented degree of automation and business intelligence across the entire spectrum of customer communications. This combined solution will enable customers to gain insight into their customer interactions and business processes and align contact center metrics with organizational goals for growth, profit and compliance. Our collective expertise ensures customers will benefit from the most comprehensive and superior solutions available. Moreover, our partnership enables us to further expand our product distribution channel globally within the contact center industry." Additionally, VPI noted it is integrating SER's speech analytics technology to provide automation and business intelligence to its full-time recording solution. ((Comments on this story may be sent to [email protected])) ((Distributed on behalf of 10Meters via M2 Communications Ltd - http://www.m2.com)) ((10Meters - http://www.10meters.com)) Copyright ? 2008 Wireless News |