Call Center Analytics

Finally, A Smarter Contact Center

You have the data — let Transera help you identify the strengths of your contact center and give you the tools to continuously improve with Statistical Performance Analytics

Transera's Analytics-driven Customer Engagement brings together the customer interaction and agent activity records from disparate contact center systems into a Big Data repository in the cloud. It then segments, profiles, visualizes and analyzes the data for deep insights. These insights drive the creation of predictive models that recommend system and agent behavior changes. It then puts those insights into action for automated, ongoing and far-reaching improvement to both business performance and operations.

More About Why Transera Matters

With transera you can:

  • Increase sales
  • Build and retain customer loyalty
  • Enhance cross-selling and up-selling
  • Delight customers with outstanding service
  • Improve customer experience throughout
“Best practice organizations with deep pockets are already doing it. Now you can too — organizations of any size and budget can gain dramatic insights into customer behavior at a realistic price point.” Prem Uppaluru, Chairman and CEO, Transera

Truly understand what drives your contact center success

As an industry, we’ve become very good at tracking operational events and transactions—calls, speed of answer, average handle times, IVR sessions, abandons—you know the list, but how do all of these add up to the business metrics that really matter, like customer satisfaction and retention, sales and repeat sales, or profitability? 

Transera collects all the operational and business data your contact center creates and correlates it to business outcomes—both positive and negative. Finally, for the first time, you can see what customer and contact center activity and behavior truly drives your business success.

Analytics-Driven Customer Engagement

Link data across all your systems to unlock insights that really matter

You've been collecting valuable performance data in your contact center systems, such as your Automated Call Distributor (ACD), Interactive Voice Response (IVR) system, Customer Relationship Management (CRM) application, and order entry system for years, but you have had to analyze it in silos. Transera brings this data together along with other customer data sources such as demographic services and links it together for cross-system analysis. 

What Transera Can Do:

  • See customer sessions, transactions and interactions across systems
  • Find customer behavior patterns with common intent 
  • Correlate customer behavior and demographics to business outcomes 
  • Map agent activity to business outcomes 
Engagements: The Key to Understanding the Customer Journey

What insights can a smart contact center uncover?

  • Insight

    The estimated lifetime value of each customer via predictive analytic models from similar customers

  • Insight

    How to become an easier company to do business with

  • Insight

    Where performance comes from and how to make it repeatable

With a birds-eye view into your data — know your contact center like never before

With the data all in one place, you can gain deep insight into agent performance, your customers, your customer interactions and the overall business contribution of your contact center from a variety of perspectives.

Statistical Performance Analytics

Transera experts will lead you through a Statistical Performance Analytics process using your data and the Customer Engagement Analyzer to find the correlations between your operational metrics and business outcomes that have meaning.

  • Operational Metrics: Agents, teams, customer demographics, marketing campaigns, and average handle times
  • Business Outcomes: Conversions, upsells and cross sells, revenues, retentions, cancellations and customer satisfaction scores

Use your insights to achieve the behaviors and outcomes you want

Transera uses these insights to make recommendations on how to optimize your contact center operations and business performance. We will statistically determine which recommendations will impact your operations the most, model how to drive the agent and customer behaviors that you want and predict the resulting increase in revenues, retention and customer satisfaction.

  • What if you route calls to the best available agent instead of the longest available one?
  • What if you use a different script with customers of a certain profile consistently across all contact centers?
  • What if you create a global queue from which you route, distribute and script all interactions?

Automate the performance improvements

Transera implements the optimization model for you so that the desired behavior of your contact center systems and agents is operationalized.

Through a combination of a predictive analytics engine, business rules engine and the Customer Engagement Repository, Transera will drive the behavior of your existing systems directly, or through the Transera Global Omni-channel Contact Center infrastructure in the cloud. Machine learning techniques keep the recommendations fresh and relevant.

  • Match customers with the best agents
  • Prioritize customers based on their current or potential lifetime value
  • Route customers through the IVR or directly to an agent based on their profile and needs
  • Arm each agent with the information and scripts they need for a successful customer interaction
Global Routing and Contact Center Management