CONTACT CENTER CORNER: SER & VPI Partner Up For Call Recording and Workforce Optimization

Doug Mohney — Tue, 24 Jun 2008 22:26:17 -0400

SER has signed an OEM agreement with VPI (Voice Print International) to put call recording, quality management, and agent coaching capabilities as a part of the SER contact management solution suite.

VPI's workforce optimization capabilities will be incorporated into SER's inbound, outbound and blended call center solutions. SER has already integrated VPI's Activ! Performance Suite with call and screen recording, agent evaluation and agent coaching and elearning capabilities into its ENSERCLE product suite. Later this summer, the new offering will be made available as part of SER's CPS E2 solution.

Additionally, VPR is integrating SER's speech analytics technology to get a high level of automation and business intelligence into its full-time recording solution. The combination will enable organizations to perform analysis on their call recordings, converting the content into business knowledge applicable to ensure compliance, obtain customer insight, and increase workforce performance.

For more
- SER VPI partnering announcement

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