Knowledge speaks

SER Solutions reports it has agreed to acquire VorTecs, a provider of computer telephony integration (CTI) and automated call validation and monitoring solutions.

SER says VorTecs has developed a unique speech recognition capability that enables contact center operators to perform accurate, high-speed audio searches of customer interactions. The system is said to transform spoken words into retrievable data, significantly decreasing the amount of manual involvement required to monitor agent activities such as script adherence, compliance and order validation.

Further, says SER, VorTecs has introduced a CTI platform designed to increase productivity of contact centers with interactive voice response, screen pops and coordinated call-data transfer capabilities. Designed with an open architecture, the platform integrates computers, applications and telephone systems.