SER Releases Latest Version of CPS Enterprise Edition
DULLES, Va. - SER Solutions, Inc. released CPS Enterprise Edition 2.0 (CPS E2™), the latest version of its next-generation outbound call management solution.
CPS E2's open architecture supports Microsoft platforms (Windows, SQL, and .NET) and XML standards. It provides a business intelligence dashboard with Enterprise Stats™ and an approach to call record management that facilitates, organizes, and orchestrates call records into an actionable customer datamart.
CPS E2 Release 2.0's new features include:
- Call Tactics™ - With Call Tactics, center managers are able to execute multiple concurrent strategies throughout the life of a call as well as a campaign, such as connecting to agents, playing messages, initiating IVR sessions, transferring to third parties, data-directed call routing, and more.
- Text-to-Talk Announcer™ - A component of Call Tactics, Text-to-Talk Announcer enables delivery of personalized, system-generated messages. A Text-to-Talk Announcer message generates a .wav file and can be a combination of a pre-recorded message (from a voice talent) and a Text-to-Talk Announcer synthesized voice (based on user-defined fixed text or data contained in any available portfolio record field). Text-to-Talk Announcer can be used at any point during the call including as the sole message, at the end of the agent's call, or at other points during the call.
- AgentFree™ Manager - A way to create and run automated, agent-free outbound campaigns.
- Visual Scriptor™ - A browser-based, script development environment powered by Macromedia's Dreamweaver that allows for development and customization of text, graphics, and on-screen displays.
CPS E2 2.0 has been deployed at Dial-A-Phone and CCS Medical, a supplier of medical supplies and medication headquartered in Clearwater, Florida.