|[April 18, 2012]
Transera CEO to Speak on Adaptive Customer Engagement at Contact Center Conference Expo 2012
SUNNYVALE, 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.
About Transera (News - Alert)
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
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