SUNNYVALE, Calif.--(BUSINESS WIRE)--Transera, the Customer Engagement Analytics in the cloud company, today announced deeper integration with Salesforce through the Transera Call Center App for the Salesforce Sales and Service Clouds. The availability of this new app means that contact centers wanting their call center agents to make and receive phone calls from within Salesforce, can now also build, manage and administer their call centers within Salesforce. The application provides Salesforce administrators and call center managers the ability to 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 from within Salesforce.
The Transera Call Center App adds Call Data and Agent Activity Records to the Salesforce database for unified reporting with Salesforce data using the Salesforce reporting capabilities. This new data, plus data in any Salesforce existing object including leads, contacts, accounts, opportunities and cases can be used to drive the behavior of the IVR and call routing strategies.
“We had two objectives for this deeper integration with Salesforce,” said Prem Uppaluru, Transera CEO and Co-Founder. “The first was to give Salesforce customers of any size access to the Transera Call Center application, which industry-leading companies like Office Depot and Guthy-Renker already use. The second was to make it much easier to determine what agent and customer attributes and behaviors result in desired business outcomes by bringing the Salesforce customer data and the Transera call center data together for reporting and analysis.”
The Transera Call Center App for Salesforce expands the existing Open CTI integration with new functionality that lets call centers build and administer operations within Salesforce, eliminating the need to add another application to their infrastructure with redundant login, users and administration requirements. For contact centers that need to scale quickly, setting up and administering a new call center can be done within the Salesforce Administration and Build functions.
“Customer service is the driving force behind today’s most successful companies,” said Katrina Peck, VP Brokerage Operations, LOYAL3 Securities Inc.
“By implementing the Transera Call Center App within Salesforce, LOYAL3 is able to maximize agent, management and administrator productivity, and deliver a superior customer experience that makes a positive contribution to our bottom line,” concurs Ramesh Ragineni, VP Technical Operations, LOYAL3.
Key features added to the existing call control, click-to-call and agent screen pop CTI integration:
- Call center agent, team and site administration from within Salesforce
- Call routing strategies that can be managed within Salesforce and driven by data in any Salesforce object including leads, contacts, accounts, opportunities and cases
- IVR Call Flow Builder in Salesforce that can fetch data from any Salesforce data object to determine responses and call routing
- Unified reporting of customer interactions and agent activity across channels within the Salesforce database using Salesforce reporting
- Call recording and monitoring from within Salesforce
The product has been in development with key customers and is currently available. For more information:
Transera will be showcasing its new Call Center App for the Salesforce Sales and Service Clouds at Dreamforce ’14 in San Francisco, October 13-16 with Japanese partner, SCSK. West Expo Hall, Booth #W815.
About Transera Inc.
Transera makes sense out of diverse customer interaction data so that sales, marketing and customer service and support organizations can increase sales, retain customers and improve customer satisfaction through improved customer experiences. A pioneer in cloud-based analytics-driven systems for contact centers, Transera brings data together in the cloud from automated call distributor (ACD) applications, interactive voice response (IVR) systems, customer relationship management (CRM) applications and other customer data sources such as demographic services so that contact centers can analyze, understand, manage and automate customer interactions in new and innovative ways. www.transerainc.com