HigherGround and SER Announce Partnership

HigherGround, Inc., a software developer of call recording, data collection and business intelligence tools and SER Solutions, Inc., a provider of enterprise contact center management and speech analytics solutions, are pleased to announce their strategic partnership.

HigherGround has integrated SER?s innovative speech analytics solution, SERTAINTY™, with its Fusion Series 7™ product suite of call recording and reporting solutions. The reciprocal agreement between these two industry leaders is expected to set a new standard in mining recorded voice conversations.

SER was selected as the HigherGround partner offering of choice based on the company?s solid reputation for delivering award-winning, patented technology to the contact center industry.

“We are excited by this partnership,” said Juan Navarro, Chief Executive Officer, SER Solutions, Inc. “Working in conjunction with HigherGround?s Fusion Series 7 call recording solution, SERTAINTY will unlock the information stored in call recordings to provide valuable customer intelligence that companies can use to reduce call volumes, improve the customer experience, and increase revenue.”

HigherGround will represent SER?s SERTAINTY™, a speech analytics solution that captures customer conversations and transforms them into rich metadata allowing identification, discovery, assessment, and management of the dialogue. Invaluable information hidden in customer conversations is extracted to discover customer needs and market trends. SERTAINTY also analyzes and scores recorded calls for script adherence, achievement of KPIs and fraud detection. With SERTAINTY?s ability to automatically mine and pinpoint exact phrases from within audio files, companies can dramatically reduce their costs by eliminating tedious and error-prone manual monitoring activities.

Terry Ryan, HigherGround?s President and CEO, added, “The HigherGround offerings combined with SER?s leading-edge solution will provide an invaluable tool for our customers, offering them the ability to analyze agent and contact center performance in real-time. SERTAINTY enables contact centers to manage the entire customer experience in a meaningful and profitable manner at a fraction of the cost compared to manual processes.”