On-Demand Call Center

Seratel SafeNet, a product that offers business continuity, overflow management and contingency planning for call center outsourcers and enterprises, is now available from Transera Communications.

 

Seratel is the cornerstone on-demand global IP call center solution from Transera and is positioned as providing high availability of critical call center services with agent pools located anywhere for uninterrupted customer care.

 

Created in response to customer demands, SafeNet delivers disaster relief during unexpected crises, business continuity during expansion or relocation, and overflow call management for peak seasons and unexpected increases in call volumes.

 

Ashwin Iyer, industry manager for the contact center and CRM divisions of Frost & Sullivan, commented that hurricanes and other natural disasters, tightened security measures and unpredictable business conditions are driving the need for organizations to produce continuity plans.

 

Iyer went on to add that customer service becomes vulnerable to a disruption during a change without warning and dropped calls negatively impact revenue and customer retention. The result is that businesses look for new, cost effective ways to leverage emerging technology solutions as they implement business continuity strategies and contingency plans.

 

Until Seratel SafeNet was introduced, companies had to implement a fully redundant secondary call center and telecommunications infrastructure to ensure operations in the case of an emergency that would render the primary call center inaccessible. The new product overlays and re-uses existing carrier assets that can give the organization a business continuity solution without a capital investment.

Prem Uppaluru, CEO, president and co-founder of Transera Communications, contributed that in the event of an emergency or during a sudden volume increase, Seratel SafeNet instantly transforms pre-provisioned agents into productive customer service representatives.

 

Uppaluru pointed out that any volunteer located in a home or hotel, school or cyber café, equipped with an Internet-ready computer, a headset with microphone and a downloadable SIP softphone, can serve the needs of disaster victims for governmental agencies to relief organizations.

With the Transera solution, overflow capacity, based on agent availability and customer call volume, is redirected to Seratel for network level queuing. Through the integration with enterprise call routers and interactive voice response (IVR) applications, Seratel is able to pass the caller information and routing instructions back to the enterprise router.

 

Disaster recovery is big business—and it is one of the necessary evils to prevent costly loss in the event of an emergency or disaster. Transera has responded to a demand for a cost effective solution for the call center.

 

In the event of an emergency that may only impact the organization itself (i.e. a fire), the customer across the globe still expects to receive service and will quickly take their business elsewhere if it is not received. The call center cannot afford this type of deflection in the event of any type of emergency and therefore, a solution without a capital investment is a very attractive offer.

Susan J. Campbell is a contributing editor for TMC and has also written for eastbiz.com. To see more of her articles, please visit Susan J. Campbell’s columnist page.