SUNNYVALE, Calif.--(BUSINESS WIRE)--Transera, the leader in data-driven customer engagements, today announced its expanded integration with Salesforce through Open CTI. The availability of this integration means that contact centers now have an opportunity to make use of the Transera platform while using Salesforce to track and resolve customer issues without compromising their cloud architecture and installing additional software. With this integration, customer engagement data from the Transera platform is automatically populated into Salesforce and presented to the agent. It will provide users a seamless experience when using Transera and Salesforce for their customer interactions in the contact center.
“Our integration with Salesforce serves as yet another testament to Transera’s on-going commitment to provide our customers with a no-software solution”
“Our integration with Salesforce serves as yet another testament to Transera’s on-going commitment to provide our customers with a no-software solution,” said Prem Uppaluru, Transera CEO and Co-Founder. “Customers who use Salesforce and want to give agents direct access to data from customer interactions can do so in a way that not only gives them more agility, but allows them to rapidly innovate and break open their data silos.”
Salesforce CRM Call Center seamlessly integrates Salesforce with third-party computer-telephony integration (CTI) systems. Before the introduction of Open CTI, Salesforce users could only use the features of a CTI system after they installed a CTI adapter program on their machines. Yet, such programs often included desktop software that required maintenance and lost the benefits of a cloud architecture.
“Transera has long been a respected innovator in contact center solutions for the enterprise,” said Katsunori Konno, IP Network Dept. for SCSK. “One of the key reasons behind our working with Transera is the company’s commitment to providing Salesforce users with fully-integrated solutions. Open CTI exposes a new realm of possibilities to provide contact center agents with the data they need to be productive and deliver a stunning customer experience.”
Key features from the integration include:
- Single login interface to Salesforce and Transera
- Automatic assignment of incoming interactions through Transera’s Automated Call Distributor (ACD)
- Automatic logging of interactions in Salesforce
- Click-to-dial from Salesforce pages
- Snapshot and detailed reporting of interactions
- Automated screen pop
The product has been in development with key customers and is currently available.
About Transera Inc.
Transera makes sense out of diverse customer interaction data so that sales, marketing and customer service and support organizations can increase sales, reduce costs and improve customer satisfaction through improved customer experiences. A pioneer in cloud-based data-driven systems for contact centers, Transera brings data together in the cloud from automated call distributor (ACD) applications, interactive voice response (IVR) systems, customer relationship management (CRM) applications and other customer data sources such as demographic services so that contact centers can analyze, understand, manage and automate customer interactions in new and innovative ways. The Transera Customer Engagement Analyzer is an interactive environment for business users to perform analysis on customer interactions, the results of which can be fed into contact center systems such as Transera’s Customer Engagement Director to drive better business outcomes and customer experiences. Today, industry-leading companies such as Wirefly, AON, Office Depot, TIVO and Guthy-Renker are leveraging the market-leading contact center solutions from Transera. www.transerainc.com
About SCSK Corporation
SCSK provides a full lineup of services to support any area of IT solution required for businesses from system integration to IT infrastructure implementation, IT management, BPO (business process outsourcing), and IT hardware and software sales. In addition, we take advantage of the capability to support a global IT system network for customers including Sumitomo Corporation, aiming for further leaps ahead as a global IT services company. URL: http://www.scsk.jp