(Company
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Studies) Dulles, Virginia, December 1, 2003 – 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 ICT GROUP, a leading global provider of customer
relationship management (CRM) solutions, has installed Call Processing System (CPS™) with SER’s advanced Telephony Services Platform (TSP) in Mexico.
In 2002, ICT GROUP implemented CPS in its Mexico contact center, which provides sales and service support for U.S., Mexican and other Latin American markets. To
ensure optimum operating efficiencies, ICT GROUP made the decision to replicate the success they have had using the SER technology platform at their U.S. contact
centers.
“We selected SER’s CPS solution with the TSP because it provides our Mexico-based contact center with the capacity and flexibility to specifically address the unique
demands of this market,” said Pamela Goyke, Chief Information Officer of ICT GROUP.
The deployment of CPS is expected to help improve the overall sales performance of client applications by leveraging SER’s patented Smart Pace® VI dialing algorithm,
which has received numerous industry accolades for its proven reliability and performance.
“ICT’s deployment of CPS and the TSP in Mexico further illustrates our success in developing innovative contact center solutions for markets outside the United States,”
said Carl E. Mergele, CEO of SER Solutions, Inc. “With the introduction of our new call management and automated quality assurance contact center solutions, SER
is poised to rapidly expand our continued growth and market leadership across the globe."
SER delivers the most proven and cost-effective contact center solutions in the market today offering powerful predictive dialing, sophisticated inbound and outbound call
blending, and automated quality monitoring and call validation. Eight of the top 10 outbound teleservices agencies in the United States use SER’s contact center
solutions to increase agent productivity, enhance customer service, and improve operational efficiency.
About ICT GROUP
ICT GROUP, headquartered in Newtown, Pa., is a leading global provider of integrated customer relationship management (CRM) solutions. The Company helps
clients identify, acquire, retain, service, measure and maximize the lifetime value of their customer relationships. The Company manages CRM service operations in
the U.S., Europe, Canada, Australia, Mexico, the Caribbean and the Philippines, from which it supports domestic and multinational corporations and institutions, primarily in
the financial, insurance, telecommunications, healthcare, information technology, media and energy services industries. ICT GROUP also offers a full suite of hosted
CRM solutions, for use by clients at their own in-house facility or on a co-sourced basis in conjunction with ICT GROUP’s fully compatible Web-enabled customer service
operations. To learn more about ICT GROUP, visit the Company’s website at www.ictgroup.com.
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 8 out of the top 10 outbound teleservices agencies in the United States. Over 1,800 financial institutions depend
on our integrated document management system for their document imaging, COLD/ERM, and check imaging needs. Several 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.
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