PRESS RELEASE: Transera announced that SlimWare Utilities, a leader in PC optimization solutions, has deployed Transera’s Call Center App for Salesforce and Transera’s Customer Engagement Analyzer in the company’s contact center.
“During our search for a new call center system, we recognized the need for a solution that offered contact management and analytics capabilities to help us better engage with our customers, while ensuring that we had the necessary support and expertise to ensure a smooth rollout,” said Elizabeth Sima-Eichler, VP of products for IAC applications. “With the combination of valuable contact management, analytics-driven insights and the high level of service offered by Transera, the solution was a perfect fit for our needs.”
Transera’s Call Center App for Salesforce provides easy, cloud-based call center administration and management from within Salesforce. The app leverages Salesforce data to guide the real-time routing of calls, and provides agents in the contact center with a singular, unified desktop incorporating data on a caller’s identity, history and intent.
Transera’s Customer Engagement Analyzer brings together complex customer interaction records from disparate systems and provides powerful analytics capabilities for segmenting, profiling, visualizing and analyzing customer and agent data. The solution uses the insights gained to recommend and automate system and agent behavior changes that increase sales conversions, customer retentions and customer satisfaction.
“The contact center is often a critical component of a customer’s engagement with a company, and creating a positive experience requires that agents handling these interactions have the tools and support they need to be most effective,” said Arnab Mishra, president and chief operating officer at Transera. “By bringing together the wealth of customer information held in Salesforce with Transera’s integrated call center administration, routing and analytics capabilities, we’re making it much easier for companies to create a truly customer-centric experience.”