North Texas Specialty Physicians (NTSP), a physician association supporting networks of primary care and specialty physicians, has deployed Transera's Call Center App for Salesforce across its contact centers.
"We've been using Salesforce for some time, but found that we also needed a contact center solution with analytics-driven routing and reporting capabilities to better understand and manage our customer-agent interactions," said Nancy Lecroy, chief marketing officer at NTSP, in a statement. "By implementing Transera's Call Center App for Salesforce, we're now able to prioritize routing strategies to automatically connect customers with the best available agent and can remotely monitor calls in real time to ensure a quality customer experience 24 hours a day, from any location."
Transera's Call Center App provides cloud-based call center administration and management from within Salesforce. Call center managers can add agents, teams, and sites; designate existing Salesforce CRM users as voice agents; set up IVR call flows; define call routing strategies; and record and monitor calls, all from within Salesforce, without adding another application to their infrastructure or creating redundant logins, users, or administration requirements. The app can also leverage Salesforce data to guide the real-time routing of calls and provides agents in the contact center with a singular, unified desktop incorporating that data on caller identity, history, and intent.
"Effective customer engagement is a driving factor behind today's most successful companies," said Arnab Mishra, president and chief operating officer at Transera, in a statement. "By bringing together the wealth of customer information held in Salesforce with Transera's integrated call center administration, routing, reporting, and analytics capabilities, we're making it much easier for companies to maximize contact center productivity and deliver superior customer experience, all while improving both top- and bottom-line results."