Gartner placed Sunnyvale, California-based Transera as a "Visionary" in the 2015
Magic Quadrant for Contact Center as a Service, North America. BroadSoft believes that Transera's omni-channel (voice, email, chat and social) and analytics-driven cloud contact center software will enable businesses to optimize operational efficiency, strengthen financial performance and improve the business outcomes of customer interactions.
"Today's acquisition brings together the leading cloud unified communications provider with a pioneer redefining contact center performance through omni-channel and big data analytics," said Michael Tessler, chief executive officer, BroadSoft. "The multi-billion dollar contact center market is ripe for cloud disruption, and we now offer service providers a single stack solution with the flexibility to scale from SMB to large enterprise."
The 2015 premise contact center market represents a large $3.3 billion opportunity according to an October 2015
MZA market forecast. We believe that the BroadCloud Contact Center portfolio will drive the transformation of this market to the cloud, by offering key advantages to customers, including:
- Omni-channel contact center and Customer Engagement Analyzer provides intelligent routing, with advanced analytics, reports and dashboards
- Transera's Call Center App for Salesforce is fully embedded within Salesforce.com Sales and Service Clouds, and leverages Salesforce data to guide real-time routing
- Cloud routing and management provides global queuing, analytics, and seamless overlay of existing systems, sites, outsourcers and teams
- BroadSoft's 700 plus service provider customers can leverage existing BroadWorks and BroadCloud investments with a single SKU solution that wraps hosted PBX, unified communications, omni-channel contact center, and network transport into one compelling and financially attractive customer offer.
"Cloud is rewriting the rules when it comes to how businesses can deliver a superior customer-engagement experience through simplicity, on-demand scalability, and advanced analytics," adds Prem Uppaluru, chairman and chief executive officer, Transera, who will assume the role of General Manager and Vice President of BroadSoft Cloud Contact Center.
Office Depot, Inc. is a prime example of global corporations shifting to Transera's omni-channel CCaaS offering. "Office Depot turned to Transera's omni-channel CCaaS offering because of its complex environment spanning 34 contact center sites across 4 continents and more than 3,000 agents," said Dan Cruceana, director of operations and analytics, at Office Depot, Inc. "Transera made an immediate impact on the company's bottom line as we realized significant cost savings, while lowering average speed of answer and call abandons by more than 50 percent."
Another example is Fort Worth-based North Texas Specialty Physicians (NTSP), a leading independent physician association that has deployed Transera's Call Center App for Salesforce across the company's 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.
