• Overview
• Feature Overview
• On-demand ACD
• Key Features
• Scorecard Routing
• Global Queuing
• Call Center Performance
• Monitoring & Recording
• End-to-End Solution
• Architecture
• Midpoint Management
• Web Services Architecture

On-demand ACD

Transera's On-demand ACD provides centralized management and monitoring of distributed resources and applications from a virtual command center of visibility and control. From a simple web-based interface, supervisors can change routing strategies without complex scripting languages. Agents are more productive and customers are better served from first contact to resolution.

More Intelligent Call Distribution - Transera intercepts and prioritizes every contact while simultaneously monitoring agent resources. Agent availability and skill set are accurately matched with customer priority, value and needs against a backdrop of continuous business change. 

Built-in CTI with Screen Pops - Calls are routed across multiple contact centers to in-house, outsourced, branch or at-home agents — along with Screen Pops — for more efficient resource utilization and faster, more accurate call handling. No expensive CTI links are required.

Centralized Queuing and Parking - Central management of a global queue eliminates variances in queue times between sites to help ensure consistent quality of service. Calls are intelligently distributed across multiple sites based on real-time conditions; and queued in the network, not on premises-based equipment, for substantial savings on telecom hardware, toll charges and bandwidth.

Business Continuity - Supervisors can change routing rules on-the-fly as business needs change. Modifications are made once, effective immediately and applicable to current calls in the queue. The ability to redirect traffic during peak times or in unexpected emergencies helps enterprises avoid service disruptions that can negatively impact customer loyalty and contact center profitability.

Quality Monitoring - From a centralized web-services dashboard, supervisors and contact center managers can monitor any call, at any time, and across any site. Supervisors can conduct scheduled or ad-hoc monitoring sessions, mid-call monitoring, whisper coaching or barge-in on any active call.

Centralized Recording - Records any call, any agent, anywhere.  Calls to be recorded can be scheduled, selected randomly, on a percentage basis, or based on site, team or agent. Recordings are captured centrally and downloaded daily to a managed data service for long-term archival and replay. 

Unified Reporting - Provides contact center managers with visibility into real-time, interval and historical reporting for KPI management across all sites and agents on a 24x7 basis. Customers can mine contact center data, create customized reports and take advantage of long-term archival of this data.  Transera easily integrates with business intelligence systems such as CRM or WFM systems.

Transera's Solutions forVirtual Contact Centers>>