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SER Releases SERTAINTY 2.2
August 16, 2004

Latest Release Provides Greater Flexibility, Ease of Use, and Enhanced Reporting and Analysis Tools

SER Solutions, Inc., a provider of software solutions that help support and contact center operators better manage their operations announced SERTAINTY 2.2. SERTAINTY goes beyond simple call recording and call mining technologies to let support and call center managers analyze all recorded calls for script adherence, achievement of Key Performance Indicators (KPIs), and overall call quality.

SERTAINTY uses business rules combined with unrestricted, natural speech recognition to monitor conversations in a customer interaction environment, transforming the spoken word into retrievable data. SERTAINTY’s underlying audio processing and search technology doesn’t rely on a predetermined word recognition dictionary. SERTAINTY’s business rules engine and Search Grammar Notation (SGN) support the creation of complex rules for analysis of phrases within the context of a conversation.
The newest release of SERTAINTY offers quality monitoring supervisors a redesigned user interface for enhanced usability, enabling more efficient management and review of calls. Within the new interface, Supervisors can capture and save specific calls for later use in agent coaching and training. In addition, a Rules Wizard facilitates easy creation of KPIs.
SERTAINTY 2.2 also offers new reporting and statistical analysis capabilities. A variety of out-of-the-box reports give contact centers valuable insight into agent performance and statistical analysis features enable Supervisors to spot trends in calls and agents’ responses.

For more info, www.ser.com.