SER Solutions to Deliver Integrated Best-in-Class Predictive Outbound Calling Functionality as Part of the Nortel Contact Center Suite

Telepresence and Holography / Holograms - November 2008

Editor’s viewpoint on their differences, likenesses and future...

We all just recently viewed an historic CNN holographic interview on an historic Election Night. CNN stated this type of imaging has never been done before on National TV and I believe that. I haven’t seen anything like it. The live interview caught me by surprise and sure had the “wow” factor attached to it didn’t it? Here’s a link to the actual interview.

CNN Hologram Video

The question now has to be asked. Is it Telepresence?

I’m no expert on the subject but I’m going to throw my hat into the ring, go out on a limb and say yes, I believe it is. Although I know many video conferencing purists are rolling their eyes and grabbing their guns right about now with my statement.

While I do know that Telepresence still hasn’t been universally defined (Houston, we have a problem), here’s how I see it…. Broken down to its simplest form - “tele” (through electronic means) and “presence” (present). This is how I’m justifying my opinion by lumping holography and Telepresence together. Just as Telepresence is surely an offshoot of video conferencing, holographic imaging (like we viewed on CNN) surely has to be considered an offshoot of Telepresence. The interviewer was “telepresent” from Chicago and beamed into the CNN Election Headquarters. She was most assuredly - “telepresent”. There was negligible latency, the imaging was fantastic and both interviewers were rehearsed on what they would say. I’ve just recently read that CNN actually “downgraded” the experience to make it “movie” quality and not as good as it could have been. Maybe they thought us mere mortals would be shocked if they showed their complete hand. I have a feeling it was so big to them, they didn’t want it to get upstaged by the historic election. I’m willing to bet we’ll see the “true” power of this technology in the upcoming weeks and months when they can put the pedal to the medal and show it off without having it sidetracked.

What an amazing time for this technology (all differences and opinions aside). Telepresence Doctors, nurses, teachers, schools and healthcare (healthpresence) will benefit from the recent gains in this state-of-the-art industry whether holograms, Telepresence or holography. Airlines also have to see the threat to a portion of their business travel. Hell, who wants go through security and fly to Miami for a two-hour conference when you can look them in the eye via Telepresence?

Beam me up Scotty! Simply amazing…!

Visit the free Telepresence Forum for more information and discussion

Your Editor and Administrator - L II
"Ride on the Next Plane of Existence" TM

DULLES, Va. (Business Wire EON) June 2, 2008 -- The contact center is a strategic hub for generating revenue, building customer relationships, delivering service, and obtaining valuable customer information and market intelligence. Combining SER's best-in-class outbound functionality with the Nortel Contact Center suite will enable organizations to quickly respond to call back requests, conduct proactive customer outreach programs to foster customer loyalty and retention, follow-up on sales to improve customer satisfaction, generate sales leads, as well as produce more revenue for the business through up selling and cross selling opportunities. Enterprises will be able to make the most effective use of available staff and capitalize on all opportunities rather than having outbound in separate campaign specific centers.

"Our relationship with Nortel opens the door for further global expansion of our CPS E2 enterprise outbound contact management solution," said Joe Licata, President & CEO, SER Solutions, Inc. "The Nortel Contact Center Suite is a revolutionary product that offers enterprises increased flexibility, productivity and efficiency within their contact centers. We are pleased that Nortel chose to integrate our predictive outbound solution as a key element of their overall Contact Center outbound offering. With improved management and agent productivity, contact centers will be able to easily respond to demands, thereby reducing costs and delivering a positive and consistent customer experience."

Under the new Reseller / OEM Agreement, SER and Nortel will provide predictive outbound technology to Nortel's customers and prospective enterprise customers worldwide. Some of the features include:

Giving centers the flexibility to easily segment customers, campaigns and dialing strategies based on the way they want to manage their business Providing the ability to easily manage and update customer data and calling strategies throughout life cycle of each list, in real-time, without disrupting dialing Integrating outbound calling to schedule call backs and automated responses Delivering Agent-free campaigns Providing a common operating, administration and management client for all types of customer contacts including predictive outbound calling campaigns Delivering real-time and historical reporting that integrates all types of customer contacts Blending outbound calling with all types of customer contacts to closely match call volumes to capacity of contact centers "The Nortel Contact Center is eliminating the need for a fragile coalition of third party applications by providing enterprises with the most powerful and complete solution in the market," said Ravi Chauhan, General Manager of Nortel's Multimedia Applications group. "The functionality and reliability of the CPS E2 solution complements our approach."

About SER Solutions, Inc.

SER provides customer interaction management, workforce optimization and speech analytics solutions that empower organizations to deliver superior customer service; and execute effective telemarketing, collections, market research, fundraising and proactive customer care programs. A leader in the contact center industry for nearly 3 decades, our solutions help companies optimize resources, improve interactions and decrease call volumes. The company, an affiliate of The Gores Group, LLC, is headquartered in Dulles, Virginia with operations in North America and Europe. Additional information about SER is available at http://www.SER.com.

About The Gores Group, LLC

Founded in 1987 by Alec E. Gores, The Gores Group, LLC is a private equity firm focused on acquiring controlling interests in mature and growing businesses which can benefit from the firm's operating experience and flexible capital base. The firm combines the operational expertise and detailed due diligence capabilities of a strategic buyer with the seasoned M&A team of a traditional financial buyer. The Gores Group, LLC has become a leading investor having demonstrated over time a reliable track record of creating substantial value in its portfolio companies alongside management. The firm's current private equity fund has committed equity capital of USD 1.7 billion. Headquartered in Los Angeles, California, The Gores Group, LLC maintains offices in Boulder, Colorado and London. For more information, please visit www.gores.com.

SER is a registered trademark and CPS E2 is a trademark of SER Solutions, Inc. All other trademarks are the property of their respective owners.

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To learn more about Telepresence, the revolutionary new style of immersive video conferencing; visit these websites:

Telepresence - "Ride on the Next Plane of Existence" - Telepresence
Telepresence Web Portal - Telepresence Internet web portal
Telepresence Report - 24/7 breaking Telepresence related news and information
Via Telepresence - Video conferencing via Telepresence
Telepresence Forum - Free user discussion forum for everything Telepresence related
Telepresence Today - Telepresence information and editor qualified headline news
Telepresence Resource Directory - Telepresence web resource directory
Telepresence Tube - Telepresence videos, pictures and more