Questions and Answers

For Outsourcers

Q: How can I achieve profitable growth as I expand my outsourcing business?

A: Transera's on-demand service model provides outsourcers with greater operating flexibility and a predictable cost structure. By migrating from a fixed cost structure to a variable cost model, outsourcers can match revenue streams with cash flows. Outsourcers can increase revenue opportunities and margin too. Transera's platform independent gateway service and call center integrations enable outsourcers to broaden their addressable market and bid on more enterprise opportunities. Transera's service capabilities allow outsourcers to queue calls in the network, globally manage and distribute calls by capacity, and capture SLA and KPI statistics in real-time.

Q: How can I improve call management as my business grows?

A: Traditional call center technologies were not designed to support global sourcing environments. Seratel combines all the requisite call management functions into a unified global callmanagement platform that leverages both diverse technologies and disparate agent communities. The result is better call management, capacity-based queuing, real-time monitoring and normalized reporting across a multi-tenant, multi-technology and multi-geography environment.

Q: How can I respond more quickly with new services and bring new customers on line?

A: Transera allows outsourcers to rapidly turn-up new enterprise customers and offer new call center services that provide unmatched visibility, control and quality. Seratel collaborative call management software combines contact center and IP technologies in an intelligent call management gateway. Seratel's multi-tier architecture virtualizes products from various call center vendors, while removing the burden of managing multiple technology stacks and overlapping applications. This open SIP and XML-based solution extends proprietary technologies by overlaying existing call center infrastructures with a standards-based call management platform for the delivery of outsourced customer care.

Q: How can I improve service level compliance?

A: With Seratel, outsourcers can track service levels and key performance indicators (KPI) to recognize compliance issues in real-time for each enterprise account. All calls are consistently monitored, managed and reported on, and a common set of KPIs are used for service level adherence. Outsourcers can extend this capability to enterprises, enabling both to maintain SLA compliance.