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News : Transera Announces Deeper Integration With Salesforce
Sunnyvale, CA, Oct 8, 2014 -- Transera, the Customer Engagement Analytics in the cloud company, announces 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.
Posted by Veronica Silva Cusi, news correspondent
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Headquartered in Sunnyvale, California, Transera Communications is the first company to offer an enterprise-class on-demand virtual contact center solution, enabling real-time visibility and control over distributed contact center operations while ensuring the best customer experience at the lowest cost. Seratel(R), Transera’s award-winning software, delivered as a service, enables organizations to rapidly deploy a feature-rich contact center with agents located anywhere in the world, including in-house, outsourced, remote or at home, with no upfront capital expenditure.
Salesforce.com delivers software-as-service offering a family of on demand solutions for integrated sales force automation, campaign management, customer service and support, and document and file management to help companies meet the complex challenges of global customer communication. The company has introduced sforce, a new service that will change how applications are built as significantly as salesforce.com changed how applications are delivered.
Published: Friday, October 10, 2014