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.
“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
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.
Matches customers in real time with the agents that will drive the best business outcomes based on past performance.
Matches customers to the agents designated as having the specific skills required for that caller.
Matches customers with agents with whom they will most likely have an affinity.
Routes based on customer current status, such as routing delinquent callers to collections, or new customers to help services.
Routes customers with a high propensity to buy or higher lifetime value with priority to higher-skilled agents.
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
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: