Zagada Selects SER Solutions as Premiere Outbound Solutions Member for its Sphaero Alliance
“While the region’s contact center activity is significantly inbound customer care and technical support, we’re seeing a growing percentage of up-sell and outbound initiatives among regional centers we interviewed for both our latest Central America Call Center Report 2007 and our updated February 2006 analysis on our Caribbean Call Center Report research reports,” said Philip Dickenson Peters, CEO of Zagada Markets. “This growth in the service delivery mix drove our decision to identify, invite and position a leader with outbound niche expertise to expand our Sphaero Alliance Nearshore portal offering,” Peters said.
Based in Dulles, Virginia, SER Solutions is an award-winning provider of contact center software to contact center operators, telecom operators, financial institutions and major enterprises. The Company's solutions support business activities such as planned and proactive customer care, telemarketing, collections, fundraising, emergency notifications and political calling. Seven of the top 10 global teleservices agencies use SER technology.
“We are delighted to join the Sphaero Alliance in extending and positioning the SER brand to contact centers in the Caribbean, Central America and Latin America. SER is fully committed to serving our existing clients in the region and equally focused on attracting new customers to our client portfolio,” said Juan Navarro, CEO of SER Solutions, Inc.
In February 2006 the company extended its market leadership by winning Frost & Sullivan’s 2005 Product Differentiation Innovation Award in the global outbound dialing market for its CPS E2™ enterprise contact center solution and TSP500™ predictive dialing platform. The company also secured Customer Inter@ction Solutions Magazine’s “2005 Product of the Year” Award for SERTAINTY™, its speech analytics solution.
About the Sphaero Alliance
Sphaero Alliance members offer complete, end-to-end sourcing, and business expansion services for Fortune 1000 companies needing contact center services, business process outsourcing support, site selection advisory and professional and corporate administrative support services from its network of Caribbean Basin and U.S partners. Membership in the alliance is by invitation only and comprises an elite group of best-in-class companies carefully screened and evaluated before seat participation is granted. Alliance members and their parents generate revenues in excess of US $1.8 billion. Sphaero Alliance human capital network is made up of over 5,000 agents, engineers, programmers, analysts, lawyers, accountants and support staff serving dozens of Fortune 1000 companies and high profile clients. The Sphaero Alliance was conceived and launched by Zagada Markets as a pan-Caribbean Basin/Latin business development venture to accentuate the company’s Caribbean Basin Nearshoring decade of Innovation (2002-2010) Theme. For more information please visit www.sphaeroalliance.com
Zagada Markets
Zagada™ is a leading strategy and innovation-consulting firm focused on business development, alliance formation, and innovation in the Caribbean and the U.S marketplace. Formerly founded as The Peters Group in 1989, Zagada is recognized for its strategic innovation practice. The company uses a combination of creative and analytic concepts and approaches to develop and launch its own branded products and services as well as help businesses and regional Economic Development Agencies unlock latent assets in delivering their message. Zagada is recognized for helping organizations conceptualize, nurture and birth new revenue -- generating ideas. The company’s multi-company alliance branded project is the SphaeroAlliance (www.sphaeroalliance.com), a Caribbean Contact Center and Business Process Outsourcing alliance and platform. The Zagada Institute is the company’s research arm.
For more information please go to www.zagada.com or www.sphaeroalliance.com
About SER Solutions, Inc.
SER Solutions, Inc. delivers unsurpassed contact center management solutions to support planned and proactive customer outreach, telemarketing, collections, fundraising, emergency notifications, and political calling. SER’s solutions enable enterprises to turn their contact center into a profit center by generating increased customer loyalty, expanding up-sell and cross-sell opportunities, maximizing agent productivity, and reducing costs. The company is headquartered in Dulles, Virginia with operations in North America, Europe, and Asia Pacific. Additional information about SER is available at www.ser.com.
Author Information
Philip Peters
ZAGADA MARKETS
