SER Solutions Inc. announced today that it’s signed a reseller/OEM agreement with Nortel (News - Alert) to integrate its CPS Enterprise Edition solution to the Nortel Contact Center Suite.

 

Company officials say features of the integrated solution include a unified agent desktop, single administration of the system, real-time inbound and outbound statistics and unified historical reporting, as well as predictive calling campaigns that designed to offer a personalized customer experience. The customer interaction management, workforce optimization and speech analytics solutions provided by SER are designed to help organizations provide quality customer service, execute effective telemarketing, collections, market research, fundraising and proactive customer care programs.

 

Once Nortel’s Contact Center is combined with SER’s outbound calling functionality, company officials say, users will be able to respond quickly to call-back requests, conduct proactive customer outreach programs, follow-up on sales to improve customer satisfaction, generate sales leads and increase revenue by up selling and cross-selling opportunities.

 

The predictive outbound technology that will be provided by Ser and Nortel includes: the flexibility to segment customers, campaigns and dialing strategies according to their preference; ability to manage and update customer data and calling strategies throughout the life cycle of each list without disrupting dialing; integrate outbound calling to schedule call backs and automated responses; deliver agent-free calling; provide a common operating, administration and management client including predictive outbound calling campaigns; real-time delivering and historical reporting; and blends outbound calling with all types of customer contacts to match call volumes to capacity of call centers

 

Joe Licata, president and chief executive officer of SER Solutions (News - Alert), said, “Our relationship with Nortel opens the door for further global expansion of our CPS E2 enterprise outbound contact management solution. The Nortel Contact Center Suite is a revolutionary product that offers enterprises increased flexibility, productivity and efficiency within their contact centers. We are pleased that Nortel chose to integrate our outbound solution as a key element of their overall Contact Center outbound offering. With improved management and agent productivity, contact centers will be able to easily respond to demands, thereby reducing costs and delivering a positive and consisting customer experience.”

 

 

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