Call Center Routing

Become a High Performance,
Agile Contact Center

Bring all your customer interaction channels, sites, infrastructure and outsourcers under one umbrella in the cloud for optimum results

Manage your contact center like the strategic asset it is. Regardless of the complexity you are dealing with – global sites and customers, a mixture of distributed on-premise and cloud systems, multiple interaction channels, or a combination of in-house, at-home and outsourced agents – Transera connects them so you can manage all the moving parts as one, without sacrificing your investment in existing systems. And Transera does it with no voice back-haul for the highest quality and lowest latency customer interactions possible.

  • Global visibility across sites, systems and outsourcers
  • Voice, email and chat customer interactions centrally managed and controlled
  • Global queue for quality customer experiences world-wide
  • Intelligent routing through business rules and analytics
  • Global agility and performance without replacing existing systems
  • Optimization of the operational and financial metrics that matter

Global visibility across sites, systems and outsourcers

Get centralized real-time operational and business performance monitoring and reporting of all contact centers, teams, agents, outsourcers, customers, systems and sites in a single management dashboard and then drive agent and system behavior globally in response to market conditions, demand and service levels.

  • Route all calls through a central global queue for maximum responsiveness and consistent customer experiences
  • Centrally apply and change routing rules to respond to changing traffic conditions and performance, regardless of who and where the agents are
  • Deploy and administer scripts centrally for increased control, agility and consistency, while decreasing overhead costs with a “create once and publish everywhere” scripting model
  • Record, store and archive calls centrally regardless of the agent, site, or outsourcer taking the call and replay and analyze them from anywhere

Voice, email and chat customer interactions centrally managed and controlled

Just because your customers are interacting with you through disparate channels, doesn’t mean you can’t manage and track them coherently. Route voice, email, chat, SMS, and Twitter interactions centrally so that voice and non-voice interactions are no longer managed in silos. Guide customers to the most appropriate media and match them with an agent proficient with that media.

  • Voice calls initiate screen pops that arm your agents with real-time caller information — identity, intent, demographics, history — from any data source so they can respond in context
  • Email interactions use keywords to identify customer need, send automatic responses and route to the best agent — along with in-process email conversations
  • Web chat assesses the needs of online visitors and matches them with the best available agent armed with the resources, responses, and data they need to be effective
  • Web callback reduces waiting by letting web visitors request the contact center automatically call them back at a specific time when the right agent will be available
“Transera makes it possible for us to centrally manage multiple customer service centers distributed around the world... in a way that saves us millions of dollars and improves the customer experience.” Tim McGrath, VP Customer Service, Business Solutions Division, Office Depot

Global queue for quality customer experiences worldwide

In today’s around-the-clock, global economy, contact center customers are spread throughout the world as are answering resources. Since Transera separates the application functionality from the media, every caller has a quality connection, is served in a timely manner and gets the same information regardless of where they are calling from, the time of day or which call center is up and running.

  • Every customer waits in the same line and gets connected to the best available agent regardless of their location
  • Only the application and routing data travel globally, the media stays local connecting the customer and agent in the most efficient path
  • Every agent is armed with the same script, offers and customer data for consistent customer experiences
  • The customer gets the highest quality connection with the lowest latency, because of no voice back-haul across the globe

Intelligent routing through analytics
and business rules

Don’t connect a customer with an agent just because they’ve been available the longest. Connect callers with the best agent to do the job based on the performance metrics that matter to you — customer satisfaction, sales, first call resolution, customer retention, service levels, or whatever. Define the rules in a decision engine or let a predictive analytics engine do it for you using your historical data.

Performance Routing

Matches customers in real time with the agents that will drive the best business outcomes based on past performance.

Skill-based Routing

Matches customers to the agents designated as having the specific skills required for that caller.

Demographic Routing

Matches customers with agents with whom they will most likely have an affinity.

Status Routing

Routes based on customer current status, such as routing delinquent callers to collections, or new customers to help services.

Value-based Routing

Routes customers with a high propensity to buy or higher lifetime value with priority to higher-skilled agents.

Service-level Routing

Dynamically routes to minimize abandons, wait times, and other service level commitments.

“With Transera, we increased sales by 10-15% with more intelligent routing and customer agent matching.” COO, cell phone retailer

Global agility and performance without replacing existing systems

Make your existing systems smarter and more efficient, bring call center sites up and down on-demand, or re-route traffic in the middle of the day — all from your vantage point in the cloud. Because Transera separates the application functionality from the media and equipment, the business can define how it wants to run from the cloud and Transera drives the behavior and operations on the ground.

No Capital Outlay or Redundant Hardware

Unlike legacy telephony and on-premise contact center systems, we are a Software-as-a-Service company and require no local hardware other than a phone for the agent and an internet connection. New agents and sites are up and running on a dime.

Drive the Behavior of Your Existing Systems

Define how you want your call center to work in the cloud and let Transera drive the behavior of on-premise equipment and systems in your and your partner’s call center sites. Define scripting, call routing rules, and service level thresholds in one place and let Transera apply them everywhere.

Integrate with Your Existing Systems

Transera works with your existing on-premise and cloud-based contact center systems and your telephony and IP carrier networks — no matter which network type, carrier, or geography because we use open standards like SIP, XML, MSCML/MSML, VoiceXML, and HTTP.

Optimization of the operational and
financial metrics that matter

Transera customers don’t just have a better call center, they have a better business. Transera lets you optimize your contact center operations around the metrics that matter to you. Don’t take our word for it, listen to our customers:

  • “Saves us $3,000,000 a year by giving us complete visibility into our outsourcers’ performance in real-time”
  • “Lowered our average speed-of-answer from 40 seconds to an industry-leading 6 seconds”
  • “Reduced our call abandonment rate by half”
  • “I can’t imagine a company not improving their bottom line with Transera”
  • “Increased our agent productivity by 25%”
  • “Delivered a full ROI in a couple of months”