3rd Party Remote Call Monitoring Feature

Contact centers have always been an essential component of businesses, but with the advent of the Internet, social media and big data analytics, they are proving to be more useful than ever. The available technology for customer engagement is delivering large volumes of data that is providing actionable insights to improve almost everything a company does. In order to enhance the performance of its contact center operations and better manage customer engagements, SlimWare Utilities has deployed Transera’s (News - Alert) Call Center App for Salesforce and Customer Engagement Analyzer.

SlimWare Utilities is itself a company in the IT sector that specializes in creating automated solutions for computer related problems with cloud-based applications around the world. With customers contacting the company through its website and contact center, the centralized call center management, routing and analytics of the Transera solutions will give its customers more options, and the company better tools to deliver an improved customer experience.

“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.

The Transera Call Center App for the Salesforce Sales and Service Clouds is a call center application for today’s multi-media contact center. In addition to the computer telephony integration of voice, the application provides call center management, administration, routing and reporting capabilities from within the Salesforce application. All of this information is integrated into the Salesforce database to give SlimWare Utilities unified visibility and control.

The Customer Engagement Analyzer is built for the cloud from the ground up to bring together, or as the company said, ‘stitch’ complex customer interaction records from different contact center systems to deliver an Analytics-as-a-Service solution with powerful capabilities that segments, profiles, visualizes and analyzes all of this information.

The insight gained from the analyzer can be used to make recommendations, automate systems and change agent behavior to improve customer satisfaction, as well as increase sales conversions and revenue.

“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,” said Arnab Mishra, president and chief operating officer at Transera.