Transera Communications, Inc., a cloud contact center software company, provides on-demand virtual call center software solutions for distributed or multi-source call centers, outsourcers, and direct marketers and sales call centers in the United States and internationally. It offers virtual call center software on a Software-as-a-Service basis; on-demand automatic call distribution (ACD) that provides centralized management and monitoring of distributed resources and applications from a virtual command center of visibility and control; and Scorecard Routing, a component of on-demand ACD software that allows contact center agents to handle calls received from customers. The company also prov...
1195 West Fremont Avenue
Sunnyvale, CA 94087
Founded in 2004
Transera Launches Advanced Cloud-Based Analytics for Contact Centers
Jun 19 13
Transera announced Transera Customer Engagement Analyzer, cloud-based software that helps contact centers capture, organize and cross-analyze customer interactions. With Transera's Analyzer, organizations can for the first time gain a complete view of customer engagement--no matter what operational system or channel through which interactions occurred--resulting in better decisions and a better customer experience. By bringing together data from multiple sources and systems to generate predefined and ad-hoc business views, Transera Customer Engagement Analyzer gives organizations comprehensive and actionable insight into their customer interactions. The Analyzer visually displays sales, marketing and operational trends to help users discern patterns for continuous improvement. The Analyzer's standard and user-defined cross-system Key Performance Indicators (KPIs) tie business data to traditional operational metrics, giving performance visibility in a single, consolidated view. Contact center, sales, and marketing professionals can use information gleaned from Transera Customer Engagement Analyzer for a variety of business purposes, such as identifying the best answering resources, evaluating marketing campaign performance and comparing sales and customer satisfaction target metrics to actual metrics. Transera Customer Engagement Analyzer brings data together in the cloud from automated call distributor (ACD) applications, interactive voice response (IVR) systems, customer relationship management (CRM) applications, order entry applications and other customer data sources such as demographic services so that contact centers can analyze, understand, manage, and automate customer interactions in new and innovative ways. Key Features: Visualizations and Dashboards: Reduces the manual work and expense involved in aggregating data sets; from multiple systems, multiple campaigns and multiple vendors; Correlates the data according to the needs of the business and presents it in standard and user-defined KPIs and visual displays; Provides business views not just service level views of customer interaction data: Provides a complete snapshot of how the business is performing with segmentation by any dimension such as customers, campaigns, products, geographies, revenues and costs. Provides insight into how the different groups of agents are performing from both a service perspective--calls offered and handled--and a business perspective, conversion rate, customer satisfaction score, and revenue generated. Measures and compares vendor performance in a multi-sourced contact center environment by both service levels and business results Measures and compares the performance of marketing campaigns by brand, campaign, offer, script, and other segmentations Analytics: Applies analytics derived from historical evidence to identify areas to improve future customer engagements. Bases analytics on daily, weekly, monthly, annual and multi-annual data in all its detail for more accurate results. Provides insights for contact centers for improved interaction routing, agent and customer matches, scripting, agent training and upselling and cross-selling to increase conversions, customer service satisfaction and customer retention. Repository: Ingests contact, agent, customer and business data from a variety of systems that capture customer interaction data and maps it into a universal cross-system data dictionary. Links customer sessions, transactions and interactions with the same intent for a view into the true customer experience as they engage with the company throughout their customer journey. Leverages Big Data technologies to handle any velocity, volume and variety of data. Availability: The product has been in development with key customers over the past year and is currently available on a broader scale. Offered on a subscriptions basis, it is a key component of the Transera Adaptive Customer Engagement, a cloud-based suite of products that help contact centers and business analysts put a business focus on managing customer interactions with data-driven decisions.
Transera Inc. Appoints Rich Guth as Vice President of Marketing
Mar 5 13
Transera Inc. announced that the company has appointed Rich Guth as vice president of marketing. Rich was carefully selected to help drive Transera's next growth stage focused on Big Data Analytics for Customer Engagement Management. Rich joins Transera as an accomplished senior marketing leader spanning over 15 years of developing and implementing innovative marketing solutions that strategically position technology organizations for sustainable success. Prior to joining Transera, Rich was vice president of marketing for Karmasphere.