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News : Transera Taps Into Big Data Analytics to Optimize Customer Interactions
Sunnyvale, Calif., June 11, 2014 -- Transera, the Customer Engagement Analytics in the cloud company, announces the Statistical Performance Analytics for contact centers that provides reliable predictions on agents’ future performance and customers’ needs and propensities based on historical agent and customer activity data. Using months of data, Transera can match the customer with the best available agent for the desired business outcome.
This approach is being used to prioritize customers based upon their needs. Agents are assigned to the customer based upon the agent’s ability to achieve the desired results, including conversions, retentions and customer satisfaction. The agent is selected based upon an algorithmic scoring model that combines individual agent and overall agent population past performance data to predict an agent’s future performance with high fidelity. The algorithmic score takes into account agent churn, new agent ramp time and the unique abilities of each agent.
"Transera has created a practical, scalable solution for unlocking business value from the enormous amounts of contact center agent and customer data in enterprises today," said Prem Uppaluru, Transera’s president and chief executive officer. "With Transera’s Customer Engagement Analytics SaaS offering, performance analytics is now within reach of any contact center, providing rich insights into customer interactions at a realistic price point."
"In an age where customers are engaging with your company across numerous devices and platforms, it is essential to use the right analytics tools to effectively access and analyze customer data," said Richard Snow, VP and Research Director at research firm Ventana Research. "Transera gives contact centers a clear picture of what factors drive performance and applies predictive analytics to help companies not only improve customer service, but the business outcomes of each customer engagement."
Posted by Veronica Silva Cusi, news correspondent
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More Editorial From Transera
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.
Published: Thursday, June 12, 2014