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Transera CEO to Speak on Adaptive Customer Engagement at Contact Center Conference Expo 2012SUNNYVALE, Calif. --(Business Wire)-- Transera Communications, Inc.: WHO: Prem Uppaluru (News - Alert), President and CEO, Transera Communications. Mr. Uppaluru is a 25-year veteran of the telecommunications and networking industry and a serial entrepreneur. Prior to cofounding Transera, he cofounded Telera, a voice portal solutions company, which was acquired by Alcatel and merged with Genesys (News - Alert). WHAT: Mr. Uppaluru will be leading a track session titled, Adaptive Customer Engagement: A New Vision for Call Centers. This session describes how most call centers get the customer experience "half right." Mr. Uppaluru describes how they can turn this around by leveraging Big Data technologies to fill the gaps in what they know about the customer and their value to the enterprise. WHEN: Tuesday, April 24, 9:30 - 10:30 a.m., Session 102 of the Contact Center Quality and Customer Experience Management track. WHERE: Contact Center Conference Expo 2012, April 23-26, Orlando, Florida. For more information about the event, click here. WHY: Attracting customers, growing revenue ad increasing efficiency are top priorities for contact centers. Yet many contact centers today take calls without an inkling of the caller's identity or the business value they represent to the enterprise. The efforts most contact centers make to understand customer needs are very basic, focusing primarily on call statistics and agent performance. They fail to provide any real understanding of the needs or the value of a customer or which agents are best suited to handling them. Unable to adaptively engage their callers based on their needs and their value, businesses end up handling them all the same way, leading to undifferentiated service and mediocre business results. Transera Communications offers unique, cloud-based software solutions for contact centers that enable better business outcomes for both sales and service operations. Transera's Adaptive Customer Engagement model allows contact centers to adapt how they engage with customers to optimize the experience while continuously monitoring business metrics. Contact centers that use this model reap tangible benefits: increased sales conversions and order values as well as an improved customer experience. Among Transera customers are Wirefly, AON, Office Depot, TIVO, and Guthy-Renker. Learn more: www.transerainc.com | Blog: The Business of Contact Centers | Twitter (News - Alert): @transerainc | Facebook (News - Alert): Transera
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