SER and VPI Partner to Deliver Call Recording and WFO Solutions

SER, a provider of contact management and speech analytics solutions, and Voice Print International, a provider of interaction recording and workforce optimization (WFO) solutions, struck an OEM agreement to deliver call recording, quality management, and agent coaching capabilities as part of the SER contact management solution suite.

SER has integrated the VPI Activ! Performance Suite, which includes call and screen recording, agent evaluation, and agent coaching and e-learning capabilities into its ENSERCLE product suite. In late summer, the company will make this new offering available as part of the CPS E2™ solution.

The integrated solution will enable SER customers to leverage a tightly integrated, modular suite of workforce optimization solutions to ensure compliance, improve agent performance, enhance the customer experience, and develop stronger customer loyalty.

Additionally, VPI is integrating SER’s speech analytics technology to provide an unprecedented degree of automation and business intelligence to its full-time recording solution. The combined offering enables organizations to maximize their call recording investment to automatically analyze huge volumes of recorded calls and convert the content into valuable business knowledge that they can use to ensure compliance, reduce customer churn, obtain customer insight and increase workforce performance. VPI will also resell SER’s ENSERCLE Customer Interaction Management Suite.