Transera-Salesforce Open CTI Integration Gives Contact Centers a New
Level of Visibility into Their Customer Engagements
“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
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
Key features from the integration include:
The product has been in development with key customers and is currently available.
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
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