Transera Deepens Commitment to Salesforce and Contact Centers in the Cloud

  Transera Deepens Commitment to Salesforce and Contact Centers in the Cloud

Transera-Salesforce Open CTI Integration Gives Contact Centers a New Level of
                  Visibility into Their Customer Engagements

Business Wire

SUNNYVALE, Calif. -- August 21, 2013

Transera, the leader in data-driven customer engagements,today announced its
expanded integration with Salesforce through Open CTI. The availability of
this integration means that contact centers now have an opportunity to make
use of the Transera platform while using Salesforce to track and resolve
customer issues without compromising their cloud architecture and installing
additional software. With this integration, customer engagement data from the
Transera platform is automatically populated into Salesforce and presented to
the agent. It will provide users a seamless experience when using Transera and
Salesforce for their customer interactions in the contact center.

“Our integration with Salesforce serves as yet another testament to Transera’s
on-going commitment to provide our customers with a no-software solution,”
said Prem Uppaluru, Transera CEO and Co-Founder. “Customers who use Salesforce
and want to give agents direct access to data from customer interactions can
do so in a way that not only gives them more agility, but allows them to
rapidly innovate and break open their data silos.”

Salesforce CRM Call Center seamlessly integrates Salesforce with third-party
computer-telephony integration (CTI) systems. Before the introduction of Open
CTI, Salesforce users could only use the features of a CTI system after they
installed a CTI adapter program on their machines. Yet, such programs often
included desktop software that required maintenance and lost the benefits of a
cloud architecture.

“Transera has long been a respected innovator in contact center solutions for
the enterprise,” said Katsunori Konno, IP Network Dept. for SCSK. “One of the
key reasons behind our working with Transera is the company’s commitment to
providing Salesforce users with fully-integrated solutions. Open CTI exposes a
new realm of possibilities to provide contact center agents with the data they
need to be productive and deliver a stunning customer experience.”

Key features from the integration include:

  *Single login interface to Salesforce and Transera
  *Automatic assignment of incoming interactions through Transera’s Automated
    Call Distributor (ACD)
  *Automatic logging of interactions in Salesforce
  *Click-to-dial from Salesforce pages
  *Snapshot and detailed reporting of interactions
  *Automated screen pop

The product has been in development with key customers and is currently

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,
reduce costs and improve customer satisfaction through improved customer
experiences. A pioneer in cloud-based data-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. The
Transera Customer Engagement Analyzer is an interactive environment for
business users to perform analysis on customer interactions, the results of
which can be fed into contact center systems such as Transera’s Customer
Engagement Director to drive better business outcomes and customer
experiences. Today, industry-leading companies such as Wirefly, AON, Office
Depot, TIVO and Guthy-Renker are leveraging the market-leading contact center
solutions from

About SCSK Corporation

SCSK provides a full lineup of services to support any area of IT solution
required for businesses from system integration to IT infrastructure
implementation, IT management, BPO (business process outsourcing), and IT
hardware and software sales. In addition, we take advantage of the capability
to support a global IT system network for customers including Sumitomo
Corporation, aiming for further leaps ahead as a global IT services company.


LEWIS PR for Transera
Alyssa Nickles, 415-432-2400
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