Transera’s Call Center App

for Salesforce™ Sales and Service Clouds

Build, Manage and Administer your Call Center within Salesforce

The Transera Call Center App for Salesforce™ Sales and Service Clouds is a complete call center application for the multi-media contact center.

Unlike the competition, we don’t stop with just an agent desktop CTI integration.

Transera delivers call center management, administration, routing and reporting capabilities from within the Salesforce application itself.  Our customer, call and agent data is integrated into the Salesforce database for unified visibility and control.  We also add Interactive Voice Response (IVR) and call routing strategies both of which can be driven by the data in Salesforce resulting in better customer experiences.

The Transera Call Center App for Salesforce is easy to implement and cost-effective for a contact center with a handful of agents and will scale as your call center grows.  Call centers with thousands of agents rely on Transera contact center applications.

Transera’s Call Center App for Salesforce
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Add Voice to Salesforce with Transera’s Open CTI Integration

Make your call center agents more productive and effective by letting them make and receive calls within the Salesforce application, while automatically logging pertinent data about their calls in the Salesforce database.

Add Voice to Salesforce Using Transera’s Open CTI Integration
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Agent Screen Pop

Arm your agents with real-time caller information — including identities, history, intent — so they know when your best customers are calling and have what they need to be effective. Transera screen pops include the caller’s data in Salesforce, phone data and IVR prompt selections.

Call Control

Let your agents receive and transfer calls, conference in third parties for assistance and put callers on hold as they research solutions all while staying within Salesforce.

Click-to-Call

With Transera Call Center App for Salesforce, your agents can initiate phone calls with a simple click of the telephone number in the Salesforce record.

Call Logging

Transera Call Center App for Salesforce provides visibility into your customer interactions across channels by adding Call Data Records and Agent Activity Records to the Salesforce database for unified reporting. Your unique call wrap-up codes are captured for resolution analysis.  You can use all the data captured by Transera to build reports using Salesforce’s native reporting tools.

Build and Administer Your Call Center Operations all within Salesforce

With the Transera Call Center App for Salesforce, you don’t have to add another application to your infrastructure that requires redundant login, users and administration.  You can set up and administer your call center within the Salesforce Administration and Build functions.

Build and Administer a Call Center Within Salesforce
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Agents

Transera call center agents are created and managed within the Salesforce User Administration function just like your CRM users.  Transera adds the option to specify agents already in Salesforce as phone agents, in addition to their existing CRM, chat and email user options. 

Teams

You create call center teams and assign agents to the teams with a simple point, select and click process within the standard Salesforce user interface.

Sites

Transera call center agents are created and managed within the Salesforce User Administration function just like your CRM users.  Transera adds the option to specify agents already in Salesforce as phone agents, in addition to their existing CRM, chat and email user options. 

Toll-free numbers

You define and control all your call center entry points, including toll-free numbers, and their capacity and overflow attributes within the Salesforce Administration functions.

Queues

You can distribute your calls coming into the call center to multiple voice queues to await agent availability. You can set up voice queues, their maximum call and wait time limits and the resulting behavior when queues overflow without ever leaving Salesforce.

Roles

The Transera Call Center App for Salesforce makes user management easy.   We use native Salesforce user profiles to grant supervisor and administrator access to the Transera Call Center App. Same with defining teams and agents specific to sales, service and support.

Hours of Operation

If your agents, teams and sites are spread out to different time zones, you can define everyone’s hours of operation in the call center Administration function within Salesforce.

Unified Management Visibility, Agility and Control

The Transera Call Center App for Salesforce gives you more control and visibility over operations with your call center data and reporting integrated with the Salesforce database. With a few simple clicks, you can control operations such as change IVR behavior, alter call routing priorities or reroute traffic to respond to changing conditions quickly for a more agile call center.

IVR Call Flow

With Transera you use a graphical IVR call flow builder in Salesforce to create and define all IVR caller prompts and associated routing and self-service options.  You can insert, into your IVR call flows, fetches to the Salesforce database so that you can route and respond to calls based on customer attributes.

Call Routing Rules

With the Transera Call Center App for Salesforce, you create and control the rules that determine how calls are routed to queues and distributed to teams and agents within Salesforce.  For example, you can set up rules that route calls based on longest available agent, team and agent priorities or balancing call loads.

In addition, Transera can perform data and analytics-driven routing using the customer and agent data in any Salesforce object including leads, contacts, accounts, cases or an external database.  Transera’s Contextual Decision Engine can make routing decisions dynamically for you based on the available data or by using predictive analytics to determine customer propensity and the best available agent based on the desired call outcomes. 

Routing strategies include:

  • Customer-based Routing using data in Salesforce – you can match customers to agents or teams based on their need, demographics, customer status, value, or propensity to buy.
  • Service-level routing – you can route calls to assure adherence to service commitments such as speed of answer or number of calls per day for a site or team.
  • Agent based Routing – you can route calls using skill-based routing or Transera’s Statistical Performance Analytics which scores agent past performance and routes calls to the best available agent for a specific task or customer to maximize business outcomes. 

Call Center Reporting Using Salesforce Reporting

Transera creates Call Data Records and Agent Activity Records as native Salesforce objects so you can leverage all the reporting functionality within Salesforce to create call center reports that combine Salesforce and call center data.  In addition, Transera appends the Salesforce lead, case, contact or similar record with call data and custom wrap-up codes. 

Recording for Quality Management

The Transera Call Center App for Salesforce centrally records, stores and archives calls all within the Salesforce application—regardless of the agent, site, or outsourcer taking the call—and makes them available to replay for analysis. Custom tags and parameters drive alert warnings and facilitate easy search and retrieval.

Call Monitoring for Quality Management

With the Transera Call Center App for Salesforce, you can silently monitor calls regardless of site or team, to assure quality customer experiences while still in Salesforce.  Agents can be coached while on a call or management can join a call in process.  Call monitoring schedules can be predefined at the team and agent level and monitoring can be dynamically determined based on Salesforce data about the customer or call.