Wirefly

Wirefly is the Internet’s #1 authorized retailer of cell phones and wireless plans. Wirefly’s call center is spread across 5 countries, with 5 outsourcers and 1 internal location handling millions of calls every month. Faced with outdated on-premises equipment and a lack of operational information on which business decisions could be based, Wirefly turned to Transera to help them manage their multi-sourced contact center. Deployed cost-effectively in less than 8 weeks, Transera provides Wirefly with the flexibility to handle call spikes and changes in business requirements. Click here to watch a video and learn more about how Wirefly benefits from the Transera solution.

 Office Depot

Office Depot® deployed Seratel for its North American Business Solutions Division to manage over 20 million customer contacts with more than 1,000 agents and 10 call center locations. Seratel created a virtual center of visibility and control from which to consolidate all queuing, routing, recording, monitoring and reporting activities. With a flexible SaaS platform they could scale on demand to meet business change, and utilize their transport and telephony systems already in place. Office Depot expanded service operations while realizing a $3M annual cost savings. Read More >

 
Aon-Intergramark

 

 Aon Integramark provides debt management services to large-scale banks and credit card organizations. Aon chose Seratel to centralize call management, recording and reporting; and implement an integrated call scripting system. Seratel made it easier to research and locate calls and hold monitoring sessions. With the ability to route, queue and distribute calls globally, Aon also improved agent utilization and first call resolution. Abandoned call rates were reduced to less than 0.5%; the best performance in the company’s ten-year history.
 TiVo

TiVo® is a pioneer and market leader in digital home entertainment. Finding premises-based solutions to be too expensive and inflexible, TiVo turned to Seratel. With Seratel, TiVo gained on-demand scalability and seamless integration with self-service and IVR applications. In addition, TiVo was able to eliminate half of its unnecessary 800-numbers. Average call handling time was reduced by 10 seconds, with agents saving more than 15 to 20 seconds per call on average. Read More >

 Guthy-Renker

Guthy-Renker  is one of the largest and most respected direct marketing companies in the world, with distribution in 61 countries.  The company operates a multi-sourced call center and uses Transera to optimize call delivery to its sales agents in various locations.

 
American Red Cross

 

 The American Red Cross, the nation's premier emergency response organization, distinguishes itself by aiding victims of devastating natural disasters. The organization’s call center provides service nationally and to 700 local chapters around the country, offering ongoing customer care to blood donors. The American Red Cross implemented Transera’s virtual call center software to replace an on-premise system that was expensive to maintain and upgrade. The on-premise system also required permanent connections to agents around the country. This was impractical since the organization needs to scale the number of call center agents up and down rapidly to support disaster events. Transera SaaS functionality gives American Red Cross the flexibility to bring agents online only when needed, keeping costs low and simplifying call center operations. Click here to view a webinar on how the American Red Cross leverages On-demand Contact Center technology.
 Gardens Alive 

Gardens Alive! is a leader among U.S. mail order companies dedicated to biological control of garden pests. To satisfy its increasingly complex customer care requirements and address the seasonality of its business, the company chose Seratel. Seratel integrated with Verscape’s hosted IVR solution provides on-demand scalability, improved agent utilization and increased customer satisfaction.

 
Tellabs

 

 Tellabs delivers mobile, optical, business and services solutions to 43 of the top 50 global communications service providers. The company has a number of call centers worldwide providing global technical support to customers. Tellabs was facing a costly upgrade of on-premise equipment in each location and was looking for better redundancy in its call center operations. The company implemented Transera’s virtual call center software, significantly reducing their costs and acquiring full redundancy across all locations as well.
 
TrustedID

 

 TrustedID delivers proactive identity theft protection solutions to help safeguard individuals, families, and businesses. The company was looking for a cost effective call center solution that would grow with demand for its products. TrustedID uses Transera to centrally queue calls as well as manage and gain visibility into calls across multiple outsourcers and in-house call center agents.
 
US Forest Service

 

 The US Forest Service is an agency of the Department of Agriculture and manages public lands in national forests and grasslands, which encompass 193 million acres. When the Forest Service was deploying a new call center, one of its vendors failed to deliver. Transera was called in and helped get the call center up and running in only 10 days. Transera’s virtual call center solution is used by the Forest Service’s internal help desk for IT issues and to assist with allocation of employee resources when fires are reported around the country.