Recording and understanding customer interactions is a vital aspect of customer service for a contact center. They employ various technologies to record this important data.
Transera (News - Alert) has announced the availability of its Customer Engagement Analyzer 2.0. This SaaS offering helps contact centers to better manage their customer interactions and use them wisely in a productive manner.
Customer Engagement Analyzer 2.0 puts together collaborative analytics capabilities cross-system customer interaction and agent activity data to facilitate a well informed business performance analytics. Irrespective of the method of communication, users of Transera can always have a complete picture of their customer interaction.
The information that Customer Engagement Analyzer 2.0 can gather is invaluable for contact centers. They can perform a variety of activities such as identifying the best method of answering, evaluating marketing campaign performance, deciding on offers that will attract the customers, so on and so forth.
Transera makes use of automated call distributor (ACD) applications, interactive voice response (IVR) systems, customer relationship management (CRM) applications, order entry applications and other customer data sources to gather its data on cloud.
The company has received a new patent from the U.S. Patent Office for cloud technology. This patent pertains to multi-source, multi-region deployments of cloud-based contact center software. This new technology for which the company has received a patent splits media (voice, email, chat, etc.) infrastructure from cloud-based contact center management software.
“Today’s contact center has no shortage of customer engagement data. The challenge has been how to capture, connect and analyze this data across touch points and systems, and then use insights from this analysis to better serve customers and maximize their long-term value,” said Arnab Mishra, Senior Vice President of Products and Solutions at Transera. “With Customer Engagement Analyzer 2.0, Transera has made interactive and collaborative analysis far easier and more flexible than anything currently on the market for customer interaction data.”