SER Solutions (www.sersolutions.com), Herndon, VA, in June launched its Call Processing System (CPS) version 6.3. CPS is a call management system with a Web callback feature that links enterprise Web and call center servers. This feature enables customers browsing a Web site to request a live call back from agents. A callback API supports the development of customized programs connecting Web sites to telephony campaigns.
CPS's SQL Accessor lets call center agents query and update tables on Microsoft SQL Server, which allows for easier and more accurate access to customer information. The CPS Scheduler allows users to automate administrative tasks, including program initiation and shutdown, reporting and starting and stopping campaigns.
CPS also makes use of Command Line Statistics or real-time statistics from online statistics screens to write shell scripts and programs to manage campaigns and supervise agent performance.
