Transera: Customer Engagement Analytics for Contact Centers

Transera offers a Software as a Service, cloud-hosted analytics platform for call centers to measure customer engagement. The Transera Customer Engagement Analyzer is an interactive analytics application to perform analysis on customer interactions and agent activity to determine what produces the best business outcomes. These insights can then be used to change the behavior of agents and on-premise and cloud-based contact center systems to drive better performance and customer experiences. Customer Engagement Analyzer brings together

Interactions’ Hybrid Calling System = Amazing

On Monday, I had the opportunity to tour Interactions, listen and observe their system in action, and use a full demonstration of Hey Otto – a voice and web conferencing system that utilizes Interactions technology on the back end. Companies who have large call centers go down two different roads, either automated speech recognition (ASR) systems or by employing large expensive rooms of call center attendants. The typical call to an IVR is frustrating, and