“Our customers deploying Scorecard Routing are experiencing increases in revenue and average order size by as much as 15% with the use of real-time performance statistics to identify which agents are the best match for their most valued customers.”
Sunnyvale, CA (PRWEB) September 29, 2010
Transera, the leading provider of on-demand virtual call center solutions for high volume sales and service call centers, was named by leading analyst firm, Gartner Inc., as a “cool vendor” in the report titled “Cool Vendors in CRM Customer Service, 2010”, authored by Johan Jacobs, Jim Davies and Drew Kraus and published April 2010.
Gartner notes that “enterprises which operate multiple contact centers, including in-house, outsourced or a combination of both, often lack the performance visibility to optimize contact routing according to key performance indicators (KPIs)” and recommends that businesses evaluate centralized call routing solutions “that allow management to measure enterprise business goals in real time”.
“We are thrilled that Gartner has named Transera a Cool Vendor,” commented Prem Uppaluru, President and CEO of Transera. “Our customers deploying Scorecard Routing are experiencing increases in revenue and average order size by as much as 15% with the use of real-time performance statistics to identify which agents are the best match for their most valued customers.”
Drew Kraus, one of the authors, finds in the report that “Our four Cool Vendors in customer service strategies are focused on various aspects of driving down IT costs, while improving the user experience – a big win for the business and the customer”.
With Transera, enterprises can grow revenues, cut costs and gain control and visibility of operations, without disrupting how business is handled today. Integrating with any contact center infrastructure, Transera enables enterprises to extend their current investments while moving to a cloud based service. Transera’s solution is targeted at enterprises that utilize multiple contact centers located globally with agents in house, outsourced, or at home. Scorecard Routing monitors performance using enterprise-defined parameters that can include service levels, business metrics or a combination of the two, and allows the enterprise to direct more contacts, or selected contacts based on customer profiles, to top-performing call center resources. This not only provides significant revenue enhancements, but also offers considerable cost reductions for the enterprise.”
About Gartner’s Cool Vendors Selection Process
Gartner’s listing does not constitute an exhaustive list of vendors in any given technology area, but rather is designed to highlight interesting, new and innovative vendors, products and services. Gartner disclaims all warranties, expressed and implied, with respect to this research, including any warranties of merchantability or fitness of a particular purpose.
Gartner defined a cool vendor as a company that offers technologies or solutions that are: innovative, enable users to do things they couldn’t do before; impactful, have, or will have, business impact (not just technology for the sake of technology); intriguing, have caught Gartner’s interest or curiosity in approximately the past six months.
Transera’s on-demand virtual call center software intelligently connects global callers and agents, rapidly delivering both top and bottom line results. Our cloud-based solution helps high-volume sales and service call centers manage constantly shifting demands for agent resources, control multiple outsourcers and locations more effectively, and eliminate exorbitant capital expenditure outlays. Addressing these, and other call center management issues, translates into tangible business results. Some of our customers who are taking advantage of significant revenue gains and cost reductions are: Wirefly; AON; Office Depot; TIVO; Guthy-Renker – and many more.
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