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News : Transera’s Global Contact Center Solution Deployed by Roland Corporation
Sunnyvale, CA, USA, Sept 9, 2015 -- Transera, the Contact Center Performance company, announces that Roland Corporation, a manufacturer and distributor of electronic musical instruments and equipment, 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.
"When we began our search for a new contact center solution we recognized that a Cloud-based service was essential," said Mr. Takashi Hasegawa, Roland’s Customer Center Manager. "Many of the issues in the previous system stemmed from a lack of flexibility in responding to changing business needs. With Transera however, we can easily test new approaches to our call center structure as well as agent approaches to customer interactions, and if the desired results aren’t achieved, we have the flexibility to alter the structure without worrying about routing delays or other operational challenges."
Posted by Veronica Silva Cusi, news correspondent
Today's Tip of the Day - Customer Satisfaction
About Roland Corporation U.S.:
Roland Corporation is a Japanese manufacturer of electronic musical instruments, electronic equipment and software.
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: Monday, September 14, 2015