Features

Collect & Connect for Information

Bring all your contact center and customer data together to correlate agent and customer activities at each stage of the customer lifecycle for innovative insights into your business and performance.

Customer Engagement Repository™

Stitches together the records from your disparate contact center systems into unified Customer Interaction Records™ and Agent Activity Records™ and stores them in the cloud using Big Data and NoSQL technologies.

Universal Data Dictionary

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.

Customer Interaction Records™

Connects all the data collected in different systems that represent the actions taken by a customer with the same intent, providing a complete view of what a customer does to evaluate, purchase, or obtain service for your products.

Agent Activity Records™

Provides objective, statistical insight into the actions, behavior, and real-world performance of agents over time with particular kinds of customers, products, and interaction types so you can optimize your use of agents to maximize business outcomes.

Multi-source Linking™

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.

Extensible Data Model

Due to the NoSQL and Big Data techniques used, the repository is easily expanded to include data from additional contact center systems or 3rd party systems such as consumer demographic data services and web page clickstreams.

Easy Data Ingestion

With the Transera Integration for Data Elements (TIDE) ingestion technology, the records from the various systems are matched and loaded into the Customer Engagement Repository™, a Big Data, NoSQL data store.

Easy Data Integration

To get started, just provide our data engineering team with CSV files from your various contact center systems and we do the rest. We map the fields from your systems to the contact-center-system-aware Universal Data Dictionary.

Big Data Backbone

The Big Data and NoSQL techniques and technology foundation we use require no lengthy hierarchical data modeling process and adapt to unique and varied data structures and sources. Faster insights, implementations, and ROIs!

Analyze for Insights

Interactively dig deep into your contact center, agent, and customer data to understand what is driving the business outcomes and performance you want.

Customer Engagement Analyzer

Our drag and drop Analyzer application lets you query, segment, profile, and visualize all your connected data from any perspective for exploratory data and trend analysis. Find insights you never thought possible!

Find What Impacts Business Outcomes

Identify key variables that impact your sales, customer retention, and customer satisfaction. Statistically pinpoint your high performing agent teams, successful marketing programs, and the customer demographics that make a difference.

Unified View into All Your Data

See all your data in the Customer Engagement Repository in one place and find relationships you never knew existed between customer interactions and agent activities in the ACD, IVR, Chat, Email, CRM, and other systems.

Segmentation and Profiling

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.

Find What and Who Delivers Results

Group your performance data by lead sources, affiliate partners, brands, customer segments, dialed numbers, queues, agents, sites, or vendors, then map to sales, order size, retentions, upsells, first call resolutions, and CSAT scores.

Create Cross-System Measures

Create new business metrics calculated using fields and measures from multiple systems and then slice and dice. Use your imagination: average revenue per call or agent teams, average customer satisfaction ratings by marketing program, product, or…

Correlate Operational and Business Measures

Map operational efficiency measures such as offered calls, handled calls, abandons, average handle times, and average response times to business performance measures like first call resolutions, CSAT, NPS, conversions, revenues, profits, and retentions.

Visualizations with Variety

Visualize your data in a variety of interesting ways for better understanding and to communicate with others – tables, colorful bar, pie, line and area charts, and even time-motion charts that animate performance measures over time periods.

Dashboards and Scheduling

Want to keep some insights to operationalize, and manage your business by? Schedule them to run on a regular basis with email notification, or publish them in a colorful and informative dashboard for everyone on the team to see daily, hourly, or whenever.

Deep Analytics for Intelligence

Transera’s Data Science Team will partner with you to find ways to drive more of the behaviors, activities and interactions that deliver the performance results you want.

Data Science Advice and Council

Transera has a team of experts that will guide you through the Analysis process with Analyzer and help you look for correlations that have meaning. They will then use these insights to make recommendations on how to improve your contact center results.

Statistical Performance Analysis and Modeling

Using the insights found with Analyzer our Data Science Team steps in with statistical analytics techniques and tools—machine learning for predictive analytics, clustering, R analytics language, simulation, and stability and variance analysis.

Big Data Clustering

We bring big data to the table to take your insights to the next level. Using months or years of your historical performance statistics we help you validate your insights. We statistically prove the clusters of ideal customers, offers, or agents that deliver performance.

What-if Analysis

Using your data, the Transera Data Science Team develops different hypotheses that could impact your business outcomes such as new call routing strategies, scripting changes, customer prioritization, offers, target markets, or proposed problem resolutions.

Recommendations with Predictive Modeling

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.

Return on Investment Modeling

To determine the financial or other business outcome impact of our recommendations for improvement, Transera develops a comparative model that demonstrates how the new and old strategies perform against the same set of your real-world data.

Automate for Improvements

Optimize the behavior of your contact center agents and systems to deliver business and financial results using your real-world, real-time performance data.

Continual, Closed-loop Improvements

Since all your performance improvement recommendations are data-driven, they can be operationalized in your real-world environment for continuous improvement. Machine learning techniques keep the recommendations fresh and relevant.

Automate Recommendations in Existing Systems

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.

Statistical and Predictive Model Operationalization

The Data Science Team implements your performance improvement models in a Business Rules Engine or Predictive Analytics Engine—data from your contact center systems flows into the engines and behavioral recommendations flow out and into your systems.

Predictive Analytics Engine

Automatically predicts the potential business results for every incoming and outgoing interaction based on the historical performance data of interactions with similar characteristics and context. These predictions then drive how your systems and agents behave.

Business Rules Engine

Explicit system and agent improvements can be manually “set in stone” so that if certain interaction conditions and context are met, the same behavior happens every time. It’s all still data-driven, based on your analytics and real-time data.

Analytics-driven Routing and Scripting

Common engine recommendations are routing strategies, scripts, and responses proven to give you the best results based on “context” such as customer journey phase, customer value, customer intent, demographics, product, and available agents.

Customer and Agent Matching

Routes customer interactions to agents based on the performance records of agents for that kind of interaction—sales, service or retention—or with customers with similar demographics such as income, geography, family size, or age.

Customer and Status Prioritization

Sends customers with high lifetime value or propensity to buy with priority to the most skilled agents or recognizes customer status and acts accordingly - delinquent customers go to collections, new customers to help services, at-risk customers to the “savers."

Service-level Routing

Helps you meet commitments to your customers, partners, and management such as minimizing abandons, maintaining low wait times, maximizing occupancy, or meeting any other operational, efficiency, financial, or customer-focused metrics.

Globally Manage and Control

Manage and control your contact center from the cloud, regardless of the number of sites, outsourcers, or on-premise systems already installed.

Global Visibility

Get centralized real-time operational and business performance monitoring and reporting of all contact centers and teams, with agent and customer data from multiple systems and sites, in a single dashboard. And it’s configurable!

Centrally Apply Standard Routing Rules

Centrally manage routing strategies to respond quickly to changing traffic conditions and performance, regardless of where the agents are—on-premise, outsourced, on-shore, off-shore, or at home. Change the plan with a few clicks for immediate results.

Centralized Global Queue

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.

Centralized Script Management and Recommendation

A “create once and publish everywhere” scripting model significantly reduces your administrative and deployment costs while improving the customer experience with consistent, personalized treatment regardless of the agent or location.

Agent Screen Pop

Arm your agents with real-time caller information—identity, intent, demographics, history—so they have what they need to be effective. Data can come from any source, and simple web-based protocols and Internet standards avoid complex integrations.

Multimedia Interaction Routing

Centrally route voice, email, chat, SMS, and Twitter media interactions so that voice and non-voice interactions are no longer managed in silos. Customers can be guided to the most appropriate media and matched with an agent proficient with that media.

Web Chat

Assesses the unique needs of online visitors and globally matches them with the best available chat agent. While chatting, agents have knowledge resources, subject matter experts, approved responses, documents, and customer data at their fingertips.

Spots keywords to identify customer need and uses that to send automatic contextual responses or route to the best agent – along with in-process email conversations. Supports approved responses, agent collaboration, reminders, and workflows.

Web Callback

Reduce waiting, let visitors to company websites request a call back from the contact center at their desired time and phone number by completing a simple website form. They will automatically be dialed at the right time and connected to the right agent.

Global Quality Management

Centrally record, store and archive calls—regardless of the agent, site, or outsourcer taking the call—and replay and analyze them from anywhere. Custom tags and parameters drive alert warnings and facilitate easy search and retrieval.

No Capital Outlay or Redundant Hardware

Unlike legacy telephony and on-premise contact center systems, we are a Software-as-a-Service company and require no local hardware other than a phone for the agent and an internet connection. New agents and sites are up and running on a dime.

Integrates with Your Existing Systems

Works with your existing on-premise and cloud-based contact center systems and your telephony and IP carrier networks. No matter which network type, carrier, or geography because we use open standards like CTI, SIP, XML, MSCML/MSML, VoiceXML, and HTTP.

All Features

Collect & Connect for Information

  • Customer Engagement Repository™
  • Universal Data Dictionary
  • Customer Interaction Records™
  • Agent Activity Records™
  • Multi-source Linking™
  • Extensible Data Model
  • Easy Data Ingestion
  • Easy Data Integration
  • Big Data Backbone

Analyze for Insights

  • Customer Engagement Analyzer
  • Find What Impacts Business Outcomes
  • Unified View into All Your Data
  • Segmentation and Profiling
  • Find What and Who Delivers Results
  • Create Cross-System Measures
  • Correlate Operational and Business Measures
  • Visualizations with Variety
  • Dashboards and Scheduling

Deep Analytics for Intelligence

  • Data Science Advice and Council
  • Statistical Performance Analysis and Modeling
  • Big Data Clustering
  • What-if Analysis
  • Recommendations with Predictive Modeling
  • Return on Investment Modeling

Automate for Improvements

  • Continual, Closed-loop Improvements
  • Automate Recommendations in Existing Systems
  • Statistical and Predictive Model Operationalization
  • Predictive Analytics Engine
  • Business Rules Engine
  • Analytics-driven Routing and Scripting
  • Customer and Agent Matching
  • Customer and Status Prioritization
  • Service-level Routing

Globally Manage and Control

  • Global Visibility
  • Centrally Apply Standard Routing Rules
  • Centralized Global Queue
  • Centralized Script Management and Recommendation
  • Agent Screen Pop
  • Multimedia Interaction Routing
  • Web Chat
  • Email
  • Web Callback
  • Global Quality Management
  • No Capital Outlay or Redundant Hardware
  • Integrates with Your Existing Systems