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March 26, 2015 7:58 PM ET

Internet Software and Services

Company Overview of Transera Communications, Inc.

Company Overview

Transera Communications, Inc. operates as a Software-as-a-Service (SaaS) company that works with consumer-facing companies to transform their contact centers into strategic business assets. The company’s cloud-based contact center software solutions comprise Analytics-driven Customer Engagements, a cloud solution that collects and connects complex customer interaction records from disparate contact center systems and provides SaaS capabilities for segmenting, profiling, visualizing, and analyzing the data; and Global Contact Center Management and Routing, a SaaS offering that creates a queue in the cloud for centralized voice, chat, email, social media, routing, scripting, recording, and Web...

1195 West Fremont Avenue

Suite 101

Sunnyvale, CA 94087

United States

Founded in 2004

Phone:

408-338-0900

Fax:

408-524-5318

Key Executives for Transera Communications, Inc.

Co-Founder, Chairman and Chief Executive Officer
President and Chief Operating Officer
Co-Founder, Chief Technical Officer and Senior Vice President of Service Management
Co-Founder
Chief Financial Officer and Senior Vice President
Age: 64
Compensation as of Fiscal Year 2014.

Transera Communications, Inc. Key Developments

Transera Announces Deeper Integration with Salesforce Through the Transera Call Center App for the Salesforce Sales and Service Clouds

Transera 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. 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. 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; and Call recording and monitoring from within Salesforce. The product has been in development with key customers and is currently available. 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.

Transera Inc. Announces Availability of Customer Engagement Analyzer 2.0

Transera Inc. announced the general availability of Customer Engagement Analyzer 2.0, the latest version of the SaaS offering that helps contact centers capture, organize and cross-analyze customer interactions. Customer Engagement Analyzer 2.0 equips contact centers with enhanced interactive and collaborative analytics capabilities to perform business performance analytics on cross-system customer interaction and agent activity data. Customer Engagement Analyzer Overview: The company’s analyzer gives organizations a complete view of customer engagement no matter what operational system or channel through which interactions occurred so they can optimize for better business outcomes and customer experiences. Contact center, sales and marketing professionals can use information gleaned from the company customer engagement analyzer for a variety of business purposes, such as identifying the best answering resources, evaluating marketing campaign performance, determining next best actions and offers, prioritizing customers, and comparing sales and customer satisfaction target metrics to actual metrics. The company customer engagement analyzer brings data together in the cloud from automated call distributor applications, interactive voice response systems, customer relationship management applications, order entry 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. What's new in customer engagement analyzer 2.0. The Customer Engagement Analyzer 2.0 enhancements fall into four key areas: Cross-system Analytics: Agent activity records created from multiple systems are now included for analysis along with customer interaction records. Interactive Analytics: Interactively segmenting and profiling agent activities as well as customer interactions by any variable. Pivoting across different segmentation variables to understand correlations between them. Heat Map visualizations that pinpoint data outliers. Integrated table and chart visualizations for drilling into the data driving graphical trends. Collaborative Analytics: Creating, saving and publishing analytic data sets for analysis by others. Saving segment and profiling filters and visualization defaults for use by peers and team members. Creating standard business-oriented, cross-system Key Performance Indicators and publishing them to a library for use by others. Productivity: Saving results from past analytic steps for retracing and sharing. Feedback on data set size resulting from a proposed query to determine its viability and time requirements before execution.

Transera Launches Advanced Cloud-Based Analytics for Contact Centers

Transera announced Transera Customer Engagement Analyzer, cloud-based software that helps contact centers capture, organize and cross-analyze customer interactions. With Transera's Analyzer, organizations can for the first time gain a complete view of customer engagement--no matter what operational system or channel through which interactions occurred--resulting in better decisions and a better customer experience. By bringing together data from multiple sources and systems to generate predefined and ad-hoc business views, Transera Customer Engagement Analyzer gives organizations comprehensive and actionable insight into their customer interactions. The Analyzer visually displays sales, marketing and operational trends to help users discern patterns for continuous improvement. The Analyzer's standard and user-defined cross-system Key Performance Indicators (KPIs) tie business data to traditional operational metrics, giving performance visibility in a single, consolidated view. Contact center, sales, and marketing professionals can use information gleaned from Transera Customer Engagement Analyzer for a variety of business purposes, such as identifying the best answering resources, evaluating marketing campaign performance and comparing sales and customer satisfaction target metrics to actual metrics. Transera Customer Engagement Analyzer brings data together in the cloud from automated call distributor (ACD) applications, interactive voice response (IVR) systems, customer relationship management (CRM) applications, order entry 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. Key Features: Visualizations and Dashboards: Reduces the manual work and expense involved in aggregating data sets; from multiple systems, multiple campaigns and multiple vendors; Correlates the data according to the needs of the business and presents it in standard and user-defined KPIs and visual displays; Provides business views not just service level views of customer interaction data: Provides a complete snapshot of how the business is performing with segmentation by any dimension such as customers, campaigns, products, geographies, revenues and costs. Provides insight into how the different groups of agents are performing from both a service perspective--calls offered and handled--and a business perspective, conversion rate, customer satisfaction score, and revenue generated. Measures and compares vendor performance in a multi-sourced contact center environment by both service levels and business results Measures and compares the performance of marketing campaigns by brand, campaign, offer, script, and other segmentations Analytics: Applies analytics derived from historical evidence to identify areas to improve future customer engagements. Bases analytics on daily, weekly, monthly, annual and multi-annual data in all its detail for more accurate results. Provides insights for contact centers for improved interaction routing, agent and customer matches, scripting, agent training and upselling and cross-selling to increase conversions, customer service satisfaction and customer retention. Repository: Ingests contact, agent, customer and business data from a variety of systems that capture customer interaction data and maps it into a universal cross-system data dictionary. Links customer sessions, transactions and interactions with the same intent for a view into the true customer experience as they engage with the company throughout their customer journey. Leverages Big Data technologies to handle any velocity, volume and variety of data. Availability: The product has been in development with key customers over the past year and is currently available on a broader scale. Offered on a subscriptions basis, it is a key component of the Transera Adaptive Customer Engagement, a cloud-based suite of products that help contact centers and business analysts put a business focus on managing customer interactions with data-driven decisions.

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