Transera Wins Media Infrastructure Patent for Cloud-based Contact Centers

Transera, a customer engagement analytics cloud company, announced that it has received a patent from the U.S. Patent Office for technology critical to multi-source, multi-region deployments of cloud-based contact center software.

The patented Transera technology separates media (voice, email, chat, etc.) infrastructure from cloud-based contact center management software, making it possible for contact centers to serve their customers in each region with their preferred service providers, local or across the globe, without having to deploy separate instances of the contact center software. This dramatically reduces the time and cost of bringing new contact centers online while providing companies with a global view and centralized management of their contact center operations.

“This is seminal technology for large contact center operators, particularly as more organizations look to reduce costs and improve scalability by moving their contact center software into the cloud,” said Mukesh Sundaram, Transera’s co-founder, senior vice president of service management and CTO, in a statement. “Winning the patent is further confirmation of what we set out to do when we started the company: help businesses turn their contact centers into strategic business assets by giving them a global view, massive scalability and the ability to pair customers with the best agent to serve their particular need.”

Traditionally with contact center software, media such as voice traffic has been very difficult to separate from the functionality built into contact center management software. As a result, contact center software usually has to be replicated in every region, which eliminates some of the key benefits of moving to the cloud including unifying routing, queuing and reporting. This approach drives up deployment times and costs while introducing challenges in managing and maintaining the software in every region.

Transera invented a way to separate media infrastructure from application functionality, leveraging open Internet standards such as the Session Initiation Protocol (SIP), Media Server Control Markup Language (MSCML) and Voice XML. With this technology, customers can choose commercial off-the-shelf media gateways and media servers and work with their preferred voice network operator in each region. A single instance of the contact center management software deployed in the cloud can then route voice traffic globally.

The benefits of Transera’s now patented technology for contact centers include:

  • Central queuing
  • Global view of contacts and agents
  • Massive, global scalability
  • Improved voice quality
  • Easy implementation
  • Easy administration and operation