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November 27, 2015 11:06 AM 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





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
Chief Financial Officer and Senior Vice President
Age: 65
Compensation as of Fiscal Year 2015.

Transera Communications, Inc. Key Developments

Roland Corporation Deploys Transera’s Global Omni-Channel Contact Center Solution in its Japanese Call Center

Transera announced that Roland Corporation has deployed Transera’s Global Omni-Channel Contact Center solution in its Japan-based call center. Prior to working with Transera, Roland Corporation’s call center relied on an on-premise system for handling all customer and retailer inquiries. The system frequently encountered difficulty with call routing and trouble-shooting operations, however, which resulted in overly long wait-times for callers. These delays negatively impacted customer satisfaction rates, and increased the overall cost of maintaining the contact center. Transera’s Global Omni-Channel Contact Center Solution creates a central global queue from which it routes, distributes, and records all interactions to specific agents or teams to maximize business outcomes using real-world data across sites. By uniting disparate systems within a single cloud-based solution, companies are able to centrally administer routing and agent operations to respond to changing traffic conditions and performance, regardless of where they are.

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.

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