Transera Adds Call Center Management and Administration from within Salesforce

Transera, a provider of cloud-based customer engagement analytics, announced deeper integration with Salesforce through the Transera Call Center App for the Salesforce Sales and Service Clouds. The new app allows call center agents to make and receive phone calls from within Salesforce and build, manage and administer their call centers within Salesforce.

The Transera Call Center App adds call data and agent activity records to the Salesforce database for unified reporting with Salesforce data using the Salesforce reporting capabilities. The new data and additional data in any Salesforce existing object including leads, contacts, accounts, opportunities and cases, can be used to drive the behavior of the IVR and call routing strategies.

“We had two objectives for this deeper integration with Salesforce,” said Prem Uppaluru, Transera CEO and co-founder, in a statement. “The first was to give Salesforce customers of any size access to the Transera Call Center application, which companies like Office Depot and Guthy-Renker already use. The second was to make it much easier to determine what agent and customer attributes and behaviors result in desired business outcomes by bringing the Salesforce customer data and the Transera call center data together for reporting and analysis.”

The Transera Call Center App for Salesforce expands the existing Open CTI integration with new functionality that lets call centers build and administer operations within Salesforce, eliminating the need to add another application to their infrastructure with redundant login, users and administration requirements. For contact centers that need to scale quickly, setting up and administering a new call center can be done within the Salesforce Administration and Build functions.