• 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

Virtual Call Center Software - Feature Overview

Transera's SaaS solution for multi-source call centers includes the following key features and benefits:

• Global Queuing

  Transera queues calls in the network, not on premises-based equipment, taking the guesswork out of routing a call. Callers wait their turn in a single queue, reaching an agent at a fair and appropriate time, rather than being assigned to one of many individual queues, the length of which are hard to determine and fluctuate significantly. Sudden spikes in call volume can dramatically affect hold times and hence abandon rates. A centralized global queue reduces the abandon rate to less than 5% by ensuring no customers wait longer than is necessary to reach an agent.

• Make Changes in Real-Time

  Transera enables call centers to react instantly to business demands and easily implement A/B testing to optimize outsourcer performance, call flows and overall customer satisfaction. The ease and speed at which contact centers can test different approaches to handling and routing calls can make the difference between highly successful and poor performing marketing campaigns. Rather than implementing a certain call flow and user experience, and then being stuck with it for a period of time, Transera customers can test out different hypotheses on the fly, quickly honing in on the approach that yields the best results in each situation.

• Intelligent Routing

  Transera routes callers to a specific queue, team or site based on such factors as agent skills, team capacity, and other real-time performance metrics. Transera provides a detailed match-up of caller needs and qualified agents, ensuring the call is routed as effectively as possible.

• Centralized Reporting

  Transera gives call centers a single consolidated view of performance across all locations and outsourcers with cradle-to-grave reporting of every call. Each outsourcer commonly defines and measures results in their own way. For example, one provider may define call duration to include hold time, while others may count only agent talk time in their results. Through centralized reporting, Transera provides a "single source of truth", eliminating the need to constantly compare results from different vendors and convert them into common measurements. Transera also creates a local instance of all contact center data which can be downloaded into a database for custom reporting, analytics and long-term archival.

• Advanced Call Control

  Transera provides a thin-client agent desktop application and a full set of call control features. Customer data is presented with the call to the agent through a low-footprint screen-pop, reducing call handling times and increasing customer satisfaction. Calls can be initiated from or transferred to any queue, agent or external number. This eliminates expensive "tromboning" of call legs and enables cradle-to-grave reporting for each call. Agents can also place out-dial calls to another agent or an external phone number.

• Supervisor Control and Monitoring

  Supervisors can monitor any agent located anywhere, including calls in progress. From a Web-based dashboard, supervisors can also coach any agent in real-time using whisper coaching, or 'barge in' on any monitored call regardless of an agent's location. Centralized call recording provides end-to-end recording of all customer-agent interactions for review later on.

• Comprehensive data exchange and integration

  Transera provides seamless integration with most common enterprise applications including IVR, CTI, CRM, WFM, Quality Management and Analytics, eliminating the time-consuming and expensive systems integration work of a traditional contact center implementation.