Richard Snow's Analyst Perspectives

Transera Uses Big Data for Customer Engagement Analytics

Posted by Richard Snow on Feb 22, 2013 9:46:21 AM

Transera is an established contact center in the cloud vendor with in-depth interaction routing capabilities. During a recent briefing I learned that it has now supplemented these capabilities by launching a new product that it calls Adaptive Customer Engagement. Although it’s not entirely obvious from the name, the product uses big data analytics to analyze past customer interactions, profile customers, then use these insights to optimize current and future customer-facing activities such as handling a live customer interaction, planning a marketing campaign or focusing agent training and coaching. The objective is to proactively influence these activities so the outcomes are better both from the customer’s and company’s perspectives.

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Topics: Business Analytics, Call Center, Cloud Computing, Contact Center, Contact Center Analytics, CRM, Customer Analytics, Customer Performance Management (CPM), Customer Service, Desktop Analytics, Speech Analytics, Text Analytics, Transera, Customer Experience, Analytics

Transera Delivers Contact Center Interactions in the Cloud

Posted by Richard Snow on Oct 31, 2011 11:22:18 AM

Throughout this year we have seen more vendors begin to offer a contact center in the cloud. The latestis Transera, which offers an integrated set of products that focuses on enabling interactions for customer service agents. It has four main groups of products: operations management, agent management, media and call management, and routing and queuing. 

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Topics: Call Center, Cloud Computing, Contact Center, Contact Center Analytics, CRM, Customer Analytics, Customer Data Management, Customer Feedback Management, Customer Performance Management (CPM), Customer Service, Desktop Analytics, Operational Performance Management (OPM), Predictive Analytics, Social CRM, Speech Analytics, Text Analytics, Transera, Unified Communications, Voice of the Customer, Workforce Management, Customer Experience, Analytics