You have the data — Transera helps you identify the strengths of your contact center and gives you the tools to continuously improve
Transera's Analytics-driven Customer Engagement brings together the customer interaction and agent activity records from disparate contact center systems into a big data repository in the cloud. It then segments, profiles, visualizes and analyzes the data for deep insights. These insights drive the creation of predictive models that recommend system and agent behavior changes. It then puts those insights into action for automated, ongoing and far-reaching improvement to both business performance and operations.More About Why Transera Matters
“Best practice organizations with deep pockets are already doing it. Now you can too — organizations of any size and budget can gain dramatic insights into customer behavior at a realistic price point.” Prem Uppaluru, President & CEO, Transera
As an industry, we’ve become very good at tracking operational events and transactions—calls, speed of answer, average handle times, IVR sessions, abandons—you know the list, but how do all of these add up to the business metrics that really matter, like customer satisfaction and retention, sales and repeat sales, or profitability?
Transera collects all the operational and business data your contact center creates and correlates it to business outcomes—both positive and negative. Finally, for the first time, you can see what customer and contact center activity and behavior truly drives your business success.Analytics-Driven Customer Engagement
You've been collecting valuable performance data in your contact center systems, such as your Automated Call Distributor (ACD), Interactive Voice Response (IVR) system, Customer Relationship Management (CRM) application, and order entry system for years, but you have had to analyze it in silos. Transera brings this data together along with other customer data sources such as demographic services and links it together for cross-analysis.
Who your best performing sales agents and customer service are
When your best customers call and how to identify them when they do
Where business performance comes from and how to make it repeatable
With the data all in one place, you can gain deep insight into agent performance, your customers, your customer interactions and the overall business contribution of your contact center from a variety of perspectives.
With the help of the experts at Transera, use your new knowledge to model how to drive the agent and customer behaviors that you want and statistically predict the resulting increase in revenues, retention and customer satisfaction.
Let the data continually running through the Transera repository and predictive models drive the behavior of your contact center systems and agents. Directly feeding your existing systems, or overlaying them with the Transera Global Management and Control from the cloud, continually update the recommendations using real-time data that is compared with historical data.
All the advantages of cloud technology PLUS world-class security
Understands the data fields and formats coming from the various systems the call center uses—ACD, IVR, CRM, Marketing, Order Entry, Consumer Demographics—and applies heuristics to normalize the data across systems and vendors.
Sophisticated heuristics connect the events and transactions in different systems that result from a customer or agent trying to accomplish a single task, like placing an order, asking a technical question, or inquiring about the status of a shipment.
Select any set of customer interactions or agent activities and group them by segmentation variables and compare them by profiling fields, measures (i.e. numeric values), and metrics (i.e. computed values) to spot trends and correlations.
We build analytic models of the different what-if scenarios and implement them in a predictive analytics engine and simulation engine to test them. Based on the statistical results, we make recommendations to improve your contact center performance.
Performance improvement models are set up to collect the data from your existing ACDs, IVRs, CRMs, other contact center systems—on-premise or cloud—and then feed behavior recommendations back into those systems with CTI and other integrations.
Have everyone wait in a single “line” so no one waits longer just because they were put in the wrong queue. Interactions from anywhere in the world are queued centrally and routed to distributed locations and teams in a dynamic, analytics-based fashion.