SER to Unveil New Call Center Offering at Collections Conference

SER Solutions, Inc., a provider of innovative software solutions that help contact center operators achieve unprecedented efficiencies, maximize workplace productivity, and enhance customer service, today announced that it will unveil a new, next-generation outbound solution, CPS Enterprise Edition™. The official launch of the product will take place at Credit Card Collections Conference in Phoenix, Arizona on October 20-22, 2004.

Armed with campaign-specific objectives and information like who to call, when to call, and the best agent for the call, CPS Enterprise Edition is the first enterprise solution that offers Real-time Portfolio Management, providing holistic, real-time management of call records, campaign strategies, agent profiles, work sessions, and agent workflow. Contact centers can now implement business strategies the way they want versus being dictated by the way their software works, making it possible for contact centers to focus on business strategies, not call lists.

With a superior dialing algorithm, scalability, and productivity coupled with capabilities specific to the enterprise environment, CPS Enterprise Edition includes:

• Enterprise Scalability – supports management of over 500 agents on a single system.

• Dynamic Record Management – enables campaigns to be easily configured to automatically select calling records from one or more call record portfolios based on a business strategy.

• Campaign Recycling and Dynamic Agent Reassignment – supports running multiple passes against a portfolio of calling records, at various times of the day, and automatically reassigning agents to another campaign when calling lists become exhausted.

• Flexible Contact Strategies – supports multiple phone numbers per calling record. The numbers dialed can be set sequentially and allowed calling times can be assigned on a per phone number basis.

• Collections Management – delivers diligence reporting, aging of records, skip tracing, and comprehensive record exclusion to help debt collectors prove compliance with the Fair Debt Collection Practices Act.

“Other outbound solutions create static calling lists that are rudimentary in their ability to interpret a contact center’s business rules and objectives into daily, weekly, or monthly campaigns,” said Larry Mark, Chief Technology Officer, SER Solutions, Inc. “What makes CPS Enterprise Edition unique is its dynamic, just-in-time record selection capabilities and ability to deliver unparalleled alignment between corporate business objectives and contact center management. SER will leverage its dominance within the teleservices industry to penetrate new market opportunities with collections as its entry point.”

In addition to the highlighted features, CPS Enterprise Edition offers automated administration capabilities, intelligent call transfers, robust scripting and reporting, and ease of integration with third-party switches including the Aspect ACD and Avaya G3.

About SER Solutions, Inc.
SER Solutions, Inc. provides innovative software solutions to help companies achieve unprecedented efficiencies, maximize workplace productivity, and enhance customer service. Our contact center solutions are deployed at 11 out of the top 15 outbound teleservices agencies in the United States. Over 1,800 financial institutions depend on SER’s intelligent document management solution for their document management, COLD/ERM, and Workflow needs. Global 2000 companies rely on products from SER to streamline their accounts payable processes. Behind our products and services is a team of professionals who are fully committed to delivering quality customer service to our 3000 customers worldwide. SER Solutions, Inc. is headquartered in Dulles, Virginia with operations in North America and Europe. Additional information on SER Solutions, Inc. is available at www.ser.com.