Cloud Computing

Transera Delivers on the Promise of Cloud Computing

Cloud computing means that the infrastructure and applications required to run your call center can be delivered to you as a service. Rather than incurring large upfront equipment and software costs for each of your locations, you subscribe to a service that allows you to scale your operation up and down based on demand. Running a virtual call center in the cloud has many benefits including lower costs, simplified management of your operations, greater flexibility as to how calls are queued and routed, and a centralized view of your call center's performance.

Transera was one of the first companies to deploy virtual contact centers as a Saas (software as a service) solution in the cloud and you can put those years of experience into practice in your own call center within a matter of months. There's no need to purchase or support expensive technology infrastructures and your agents can be located internally, at an outsourcer and/or working from home anywhere on the globe. A real-time dashboard tells you instantly what is working well in your call center, and for those things that aren't, you have the unparalleled control and flexibility to change call routing rules and the caller experience on the fly across all your agents. Transera is especially well-suited to contact centers with multiple sites and outsourcers (or multi-sourced contact centers) since calls can be queued centrally from anywhere in the world for agents at any location, lowering agent costs and call abandons.

Here are some key differences between on-premise and cloud-based solutions:

On-premises Systems
  • On-premises contact center
  • Large capital outlays
  • IT burdened with redundant infrastructure, middleware at every location
  • More downtime and expense for maintenance and upgrades at each location
  • Limited sourcing options
  • Lack of real-time visibility and control over disparate sites and agents
  • Slow response to business change
  • Silo-ed information and limited services
  • Inconsistent or disrupted service across sites and media channels

Virtual Contact Centers
  • On-demand virtual command center
  • No large capital outlay
  • IT liberated from redundant systems, maintenance and upgrades
  • Telephony and transport freedom of choice
  • Rich sourcing options to locate agents anywhere
  • Centralized visibility and control over disparate sites and agents
  • Real-time response to business change
  • All operations information at your fingertips and many extended services available
  • Consistent service across all sites and media channels

Benefits
  • Eliminate rip-and-replace scenarios and free up IT for other pursuits
  • Deploy faster with a clean cut-over in a matter of months
  • Use any agents in any location without installing hardware and networks
  • Handle more calls with greater speed and precision
  • Reduce unnecessary transfers and hold times
  • Manage service levels efficiently in a distributed environment
  • Generate accurate and detailed performance reports in real-time
  • Eliminate high-priced maintenance and upgrade contracts
  • Subscribe to and pay for services on an as-needed basis
  • Benefit from greater customer satisfaction and brand loyalty