SER Expands Inbound Set with SCS Purchase

SER Solutions will extend its product offerings and deliver a more complete customer interaction management solution following its purchase of Strategic Communications Systems (SCS), Scott Wielar, SER’s senior vice president, marketing and business development, tells insideARM.com

SER, a provider of contact management and speech analytics solutions, announced last week it acquired Hoffman Estates, Ill.-based SCS, a technology provider for inbound, outbound and fully-blended customer contact centers. Both companies have collection firms among their customers.

SCS offers an integrated software suite that provides automated call distribution, interactive voice response, predictive dialing, e-mail, recording, VoIP, and other advanced features to support the multimedia contact center. The solution analyzes and learns from call volume history, then adjusts communications systems immediately, enabling companies to manage calls, callers and information flow faster and more effectively. 

“We had outbound and speech analytics technology, this [acquisition] enables us to provide a more comprehensive call center solution,” Wielar says, adding that the acquisition also helps position the company to attract small and medium-sized businesses.

“We were interested in SCS because their technology is built on an open architecture, not on a legacy code base,” Wielar says. “They use a Microsoft platform, which has large customer acceptance in the call center world.”

Wielar adds that SER is looking for other acquisition and partnership opportunities to further extend its business.

“We’re looking forward to combining the two companies to help customers gain the benefits of a complete customer interaction management solution and to expand the company’s market reach, expertise and value in the contact center industry,” Joe Licata, SER’s president and CEO, said in a statement. “Furthermore, we’re pleased to complement SCS’s impressive group of customers with the SER base.”