On-Demand Call Center

As the contact center continues to evolve into a much more dispersed environment with agents located around the world, a number of technologies and solutions are contributing to its success.

 

Transera Communications offers an on-demand call management solution, Seratel, which answers to the needs of distributed agents and provides the ability for call centers to grow and expand beyond the limitations of a brick and mortar establishment.

 

Frost & Sullivan, looking to significant products in the industry and marketplace, saw Seratel's innovative capability to provide cost efficiency and support the hosted contact center model, and named Seratel a 2007 North American Contact Center Product of the Year.

 

Commenting on the achievement, Prem Uppaluru, CEO and co-founder Transera Communications said, "Transera is to call centers what air traffic control is to airlines—an integral component that runs operations like a well oiled machine. Seratel's approach holds enormous potential for organizations looking for ways to leverage emerging technologies and reach new efficiencies in customer relationship management."

 

Seratel offers an on-demand ACD solution for multi-sourced call centers that allows agents and supervisors to be located anywhere they have access to the internet and a telephone.

 

Ashwim Iyer, program leader, Frost & Sullivan commented on Seratel's significance in a statement to the press, "By reusing existing carrier network as the voice and telephony platform, this technique enables the separation of call flow from the actual voice path which remains in the carriers network. With the voice stream in the network, core call enter applications are delivered in a Software as a Service model, providing an appealing on-demand call center alternative to organizations with complex customer care operations."

 

Transera also recently received recognition from Customer Inter@ction Solutions magazine who awarded the Seratel offering a 2006 Product of the Year Award.

Winners were selected based on their product's vision, leadership and attention to detail. Winners represent the best in the industry and acknowledge proven commitment to quality and enhancement in technologies for the call center and CRM space.

 

 

 

The On Demand Call Center: Maximizing the Agent Pool

Multi-sourced Call Centers Enable Organizations to Meet Customer Demand

Seratel Expands Call Centers beyond the Brick and Mortar

On-Demand Call Center Technology Recognized by CIS Magazine

 

 

Stefania Viscusi is an established writer and avid reader. To see more of her articles, please visit Stefania Viscusi’s columnist page.