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The Customer Engagement Center
Newsletter

Summer 2014

Introducing Analyzer 2.0

Transera's Next Generation Customer Engagement Analyzer 2.0 Includes Pivot Functionality, Heat Mapping and Data Visualization

Analyzer 2.0 offers enhanced interactive and collaborative analytic capabilities to help contact centers more effectively capture, organize and cross-analyze customer interactions. Attend the "Interactive Analytics for Contact Centers Webinar" on August 7th 10 AM PST to see a live demonstration. 

Live WEBINAR

On-Demand WebinarSee how Customer Engagement Analytics can increase sales, retention and customer satisfaction in your contact center. By using the data you already have in your contact center systems find out which agent behaviors, customer activities and profiles deliver the best business results. 

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On-demand Webinar

On-Demand WebinarListen to Kumaran Ponnambalam, our Director of Data Science and Analytics, explore different approaches for analyzing and optimizing customer interactions in this on-demand webinar. Learn best practices and how companies are benefiting from Statistical Performance Analytics.

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Latest Education Tools

Ventana Research Executive Summary

Whitepaper 2

The Next Generation of Customer Analytics

Read “The Next Generation of Customer Analytics” Research Report conducted by Ventana Research for insight into the current attitudes, requirements, future plans and best practices organizations have around customer analytics.

Whitepaper

Omni-Channel White Paper

Omni-Channel Customer Care

Aberdeen Group explores the benefits best-in-class companies have received by offering a seamless customer experience across all customer touch points.  Read more…

Blogs of Interest

Five Strategies to Avoid Crisis in the Contact Center

Jun 11, 2014 | By Arnab Mishra, Senior Vice President, Products and Solutions

Predictive Analytics Report: Using Big Data to Improve Multichannel Customer Service

Jun 6, 2014 | By Arnab Mishra, Senior Vice President, Products and Solutions

Industry Perspectives – What Does the Digitization of the Economy Mean for Contact Centers?

May 22, 2014 | By Rich Guth, Senior Vice President, Marketing

Latest Product Updates

Automatic Call Distribution:

1.

Call Flow Builder

 

Drag and drop functionality to create call flows

Ability to associate Entry Points/Queues/Media files to call flow logic

2.

PCI Jukebox

 

Suppress functionality to download recordings

Audit trail of users that have accessed a recording

3.

Scripting Integration

 

Admin view to create/manage scripts

Scripts launched on Agent desktop based on incoming

4.

Salesforce.com plug in

 

Single user interface and application to provision CRM & ACD

Open CTI Agent interface

Command Center Dashboard:

1.

Time-zone support

2.

Localization

Contact the Transera Support Team for more in-depth product update information.

Transera in the News

cloud call center

Transera Receives New Patent: Cloud Technology for Contact Centers

Transera recently won a new patent from the U.S. Patent Office for technology related to multi-source, multi-region deployments of cloud-based contact center software.Read the article ...

Customer Experience Magazine

5 Tips for Handling Contact Center Crisis 

Top 5 recommendations for handling heightened customer engagement volumes due to crises, promotions, holidays or other unforeseen events affecting your organization’s contact centers. View the article ...

Transera Taps Into Big Data Analytics to Optimize Customer Interactions

Unique Statistical Performance Analytics approach to distributing calls to best-suited contact center agents increases sales, first call resolutions, customer retention and customer satisfaction. Read the press release ...

In Case you Missed it

Customer Engagement Analytics Best Practices and Benefits 

View this Aberdeen Study infographic to learn the top six strategies best-in-class organizations use to realize business benefits from Customer Engagement Analytics.

Customer Analytics: Converting Data Into Insight for Superior Customer Experiences

This whitepaper includes the results of a recent survey conducted by Aberdeen Group on Next-Generation customer experience management. Read the whitepaper ...

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