PR - SER Solutions Unveils ENSERCLE at the ATA Annual Convention

 
SER Solutions, Inc., a leading provider of contact management and speech analytics solutions, announced today the unveiling of its latest product offering, ENSERCLE. The solution is being showcased to more than 500 contact center professionals attending the ATA Annual Convention in Scottsdale, Arizona on September 30 – October 2. This announcement follows the company’s acquisition of Strategic Communications Systems (SCS), innovator of this newest generation of technology.

Designed for organizations that have outgrown their PBX capabilities, want to migrate from an older ACD system, or replace manual processes, ENSERCLE delivers a complete customer interaction suite in a single, standards-based solution that scales to meet present and future requirements. ENSERCLE helps contact centers immediately recognize their return on investment by helping to improve customers’ experiences, reducing total contact time and increasing profitability. ENSERCLE offers fully integrated:

• Inbound. Route customers to one or more contact centers using ENSERCLE’s distributed architecture and Voice Over IP capabilities.
• Outbound. Launch predictive, progressive or preview outbound campaigns to proactively provide better customer service, improve collections or reach more potential customers.
• IVR. Offer complete self-service IVR capabilities, including support for advanced technologies like speech recognition or text-to-speech.
• Scripting. Take advantage of industry-leading, intuitive scripting capabilities to rapidly prepare agents for calls and ensure consistent customer service.
• Reporting. Manage real-time and historical inbound, outbound, and e-mail contact data to get a clear, concise picture of entire contact center operations.
• Recording. Monitor and record calls digitally for training and regulatory purposes, whether they’re inbound or outbound.
• Call Flow Management. Build, test, and roll out new campaigns and inbound call treatment capabilities with Strategy Designer, ENSERCLE’s intuitive drag-and-drop call flow builder.

"For over two decades, SER has provided innovative outbound solutions, backed by 30 technology patents, to leading global companies," said Larry Mark, Chief Technology Officer, SER Solutions, Inc. "With the launch of ENSERCLE, SER is now a key provider of inbound and blended solutions in support of our customer’s evolution to a multi-channel customer contact environment. ENSERCLE is the choice for businesses that want a fully integrated customer interaction suite that is simple to install and operate and provides the sophisticated features necessary to compete in today’s competitive environment. ENSERCLE is a key solution for the contact center industry today and into the future."

Additionally, SER is showcasing its award-winning and patented Speech Analytics solution that enables contact centers to improve overall contact center business performance. SERTAINTY automates the entire quality monitoring process and allows contact centers to analyze 100% of inbound and outbound recorded calls.

SERTAINTY pinpoints key aspects of customers’ interactions to:

• Find the root causes of customer attrition
• Learn why customers are calling and address their concerns
• Improve close ratios, cross-sell opportunities, and competitive responsiveness
• Check that disclosures are correctly recited
• Uncover hidden insights and attitudes
• Discover the best motivators to increase sales and/or donations