Using SER, NET6 can provide contact management, quality management and speech analytics solutions. The SER system offers Call Processing System, which offers a predictive dialer with blended
functionality for connecting customers; the CPS Enterprise Edition software delivers list management and contact strategy capabilities to manage campaigns, as well as fine-tunes campaign strategies.
Using the latest software and hardware from SER, a new version of the CPS Enterprise Edition application has been bred for Contact Centre environments. CPS E2's features and capabilities include:
Real-Time Portfolio Management
Built with the aim of allowing contact centres to modify calling strategies in real-time to meet changing business conditions so that managing calling records, agent workflow, and campaign strategies are no longer a series of discrete processes that stall the flow of productivity within the contact centre. In an instant, RTPM compiles a new list and adjusts campaign strategies, with the goal of dramatically improving the outcome of every call and minimizing idle time through the workday.
New Inbound Contact Strategies
Created to allow contact centres to effortlessly access agents for outbound, inbound, or blended calls to address campaign needs and optimize agent uptime.
New Universal Campaign Management
Configured to allow contact centres to eliminate separate records and strategies for outbound and inbound calls. It is geared towards allowing centres to maintain a single record for both outbound and inbound interactions, consolidating customer data into a comprehensive profile and giving agents the information they need to make the most of every call.
Intended to allow contact centres to treat each record individually and customize calling strategies for each individual based on attributes that occur over the life of a campaign. Since its introduction to the market, CPS E2 has been utilized by companies ranging from Verizon International, Comcast, and Time Warner Cable. NET6 has implemented this solution for Brown Hill Communications, a large off-shore call centre client.