The Customer Engagement Center

Welcome to Transera's Spring Newsletter. Read this newsletter for resources, best practices, and innovations to help you transform your contact center into an analytics-driven customer engagement center.

Ventana Research Survey Results

Survey Results: Next Generation Customer Analytics Research Study

Ventana Research’s most recent research benchmark study sponsored by Transera examined new ways in which companies use analytics to support customer-facing activities and improve customer experience and the technologies and applications used to support them. Read more ...

On-Demand Webinar: Next Generation Customer Analytics 

Hear Richard Snow, VP & Research Director at Ventana Research and Rich Guth, SVP, Analytics Marketing at Transera, talk about what your peers are doing today and what they hope to do for their next generation of Customer Analytics. Register now to get the webinar recording ...

Education Corner

Customer Engagement Analytics Best Practices & 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.

Whitepaper: Omni-Channel Customer Care

According to Aberdeen Group Research, best-in-class companies (in terms of customer retention, sales, customer lifetime value, etc.) with an Omni-channel customer interaction strategy or formal CEM program leverage their cross-channel data to improve business outcomes of customer interactions. Read more …

Whitepaper: Global Routing and Contact Center Management

Read this whitepaper to learn how companies with investments in legacy on-premise contact center technologies and multi-site contact centers can maximize customer experiences and business outcomes with cloud-based contact center software using analytics-based rules.

Articles of Interest

New 'Rage Survey' Shows Consumers Are Fed Up

Frustration is mounting as Americans get increasingly irritated by poor products and shabby customer service. Read more... 

Forrester's Top Trends For Customer Service In 2014

In order to keep customers satisfied and loyal to your brand, these are the top trends that you should be paying attention to. Read the article...

2014: The Year Big Data Adoption Goes Mainstream In The Enterprise

Gain a better understanding of organizations’ big data initiatives, investments and strategies. Read the article ...

Product News

Transera has several exciting functional and usability enhancements available for its ACD and ACE products. See below for a partial list. Contact the Transera Support Team for more in-depth product update information. 

Automatic Call Distribution:

Analytics Based Customer Engagement:

Events

April 6-10, 2014
Marco Island, FL

May 6-9, 2014
San Diego, CA

June 9-13, 2014
Las Vegas, NV

Transera In The News

“Transera Deepens Its Salesforce.com Integration”

Transera's integration with Salesforce will allow customer engagement data from the Transera platform to be automatically populated into Salesforce and presented to the contact center agent. Read more ...

“5 Ways to a Customer-Centric Contact Center”

Prem Uppalaru shares five ways companies can improve their contact centers and make them more customer-centric. Read the article ... 

“5 Things Contact Centers Can Learn From the Butterball Turkey Hotline”

The Butterball campaign’s model is often referred to as an example for branding and marketing, but the company’s contact center is really what organizations should be learning from. View the article ... 

“How to Make Your Customers Love You This Valentine's Day”

Rich Guth shares three ways to make every customer/agent interaction the proverbial “match made in heaven." Read the article ...

In Case You Missed It

Contact Center Optimization: Use Data to Deliver Superior Customer Care

This Aberdeen whitepaper reveals how best-in-class customer care organizations use analytical tools to improve customer satisfaction without incurring unnecessary costs. Read more...

Webinar: Creating Analytics-Driven Customer Engagements in Your Contact Center

Want to see Transera in Action? Join us for our monthly webinar. This webinar includes a customer case study and demonstration of Transera’s application. Sign up for one of these dates: 

Register now>>

Whitepaper: Transera Analytics-Driven Customer Engagement

Transera’s Analytics-Driven Customer Engagement (ACE) helps contact centers evolve from cost centers into Customer Engagement Centers—strategic assets that maximize business outcomes. Read this whitepaper to find out how ...

Read whitepaper >>

Blogs 

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