SUNNYVALE, Calif.--(BUSINESS WIRE)--Transera, the Contact Center Performance company, today announced that BizReach, a high growth membership-based outplacement firm, has deployed the company’s Global Omni-Channel Contact Center integrated with Salesforce in its Japan-based operations.
Prior to working with Transera, BizReach relied on a web-based solution for managing its contact center operations. Yet, the system frequently experienced problems integrating customer records from the existing database, and customer calls were often disconnected or lost prior to resolution. These issues negatively impacted customer satisfaction rates and increased the overall cost of maintaining the contact center.
“We knew that integrating CTI capabilities into our contact center was a critical first step to improving customer satisfaction levels,” said Aya Ito, Manager at BizReach. “Transera provides our agents with real-time caller information from Salesforce, giving them the tools they need to be most effective. As a result, we’ve seen a dramatic improvement in call resolution outcomes across the contact center, and we successfully reduced call abandonment rates from 40 percent to less than 10 percent.”
Transera’s Global Omni-Channel Contact Center Solution creates a centralized cloud-based global queue from which it routes, distributes and records all interactions to specific agents or teams using real-world data across sites. By further integrating the solution with Salesforce, it also provides agents with a singular, unified desktop incorporating information from the Salesforce customer records database on a caller’s identity, history and intent for improved customer service and support.
“In today’s hyper-connected social world, providing an optimal customer service experience has become essential to a company’s reputation and its success,” 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 create a truly customer-centric call center experience, improving business performance while optimizing costs.”
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.
With the mission of widening the possibilities and options around the world using the power of the Internet, BizReach operates Internet services in the Human Resources and Education sectors. Beyond their Tokyo headquarters, BizReach has established regional headquarters in Osaka, Nagoya, Fukuoka and Singapore, and employs 553 employees. BizReach has launched many services such as BizReach, a subscription-based job site that exclusively targets the senior-level job market connecting career-driven Japanese professionals and talent-seeking employers, RegionUp, an APAC version of BizReach, careertrek , a recommend model job site for high potential talent in their 20s, Stanby, Japan's largest job search information app, ZuKnow, a social memorization app that motivates continual learning through competing in quizzes with friends, and NikuReach, a website that gathers promising graduates who are hungry from job hunting, and treats them to meat dishes. Go to www.bizreach.co.jp for more information on BizReach.