SER Partners with Aurix

DULLES, Va. - SER Solutions, Inc. partnered with Aurix Ltd. SER has integrated the Aurix phonetic speech engine within SERTAINTY™, the company's agent performance optimization solution.

Leveraging the underlying Aurix phonetic speech engine, SERTAINTY analyzes conversations that occur between agents and their customers, flagging the calls that need to be reviewed by a supervisor. With SERTAINTY, contact centers can unlock the information stored in their call recordings and use it to address quality issues; measure, coach, and reward agents; and identify business-critical trends.

Named a 2004 Most Innovative Solution for Calibrus' deployment of SER solutions by Speech Technology Magazine and recently recognized for Speech Excellence by Customer Interaction Solutions magazine, SERTAINTY goes beyond agent performance optimization to also provide services that includes the ability for users to mine previously archived audio files to reveal information or trends, which can be leveraged to pinpoint customer issues or additional revenue opportunities.