SUNNYVALE, Calif.--(BUSINESS WIRE)--Transera, the Contact Center Performance Company, today announced that North Texas Specialty Physicians (NTSP), a leading independent physician association supporting networks of primary care and specialty physicians, has deployed Transera’s Call Center App for Salesforce across the company’s contact centers.
“We’ve been using Salesforce for some time, but found that we also needed a contact center solution with analytics-driven routing and reporting capabilities to better understand and manage our customer-agent interactions,” said Nancy Lecroy, chief marketing officer at NTSP. “By implementing Transera’s Call Center App for Salesforce, we’re now able to prioritize routing strategies to automatically connect customers with the best available agent, and can remotely monitor calls in real-time to ensure a quality customer experience 24 hours a day, from any location.”
Transera’s Call Center App provides easy, cloud-based call center administration and management from within Salesforce. Call center managers can add agents, teams and sites; designate existing Salesforce CRM users as voice agents; set up IVR call flows; define call routing strategies; and record and monitor calls all from within Salesforce, without adding another application to their infrastructure or creating redundant logins, users or administration requirements. The app is also able to leverage Salesforce data to guide the real-time routing of calls, and provides agents in the contact center with a singular, unified desktop incorporating that data on a caller’s identity, history and intent.
“Effective customer engagement is a driving factor behind today’s most successful companies,” said Arnab Mishra, president and chief operating officer at Transera. “By bringing together the wealth of customer information held in Salesforce with Transera’s integrated call center administration, routing, reporting and analytics capabilities, we’re making it much easier for companies to maximize contact center productivity and deliver superior customer experience, all while improving both top and bottom line results.”
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Transera improves the performance of contact centers, turning them into strategic corporate assets. With its suite of cloud-based software applications, Transera helps contact centers optimize operational efficiency, financial performance and the business outcomes of customer interactions to improve agent productivity and performance, sales, customer retention, and the overall customer experience. Go to www.transerainc.com for more information on Transera.
About North Texas Specialty Physicians
North Texas Specialty Physicians – known as NTSP – is an Independent Physician Association comprised of nearly 800 family and specialty doctors dedicated to delivering the best medical care to the residents in North Texas. Since its founding in 1995, NTSP doctors have delivered high quality medical care to over 15,000 patients every work day.