BroadSoft has just announced that they have purchased the Cloud Contact Center pioneer Transera.
BroadSoft operates its own Unified Communications as a Service (UCaaS) product, however, with the purchase of Transera, BroadSoft can now offer rich call center features out of the box.
Gartner recently designated Transera as a “Visionary” in Gartner 2015 Magic Quadrant in the Contact Center as a Service category.
With Transera, businesses were able to routinely accomplish the following goals with this new innovative platform:
- Optimize operational efficiency
- Strengthen financial performance
- Improve the business outcomes
- Streamline customer interactions
Contact center software currently represents a $3.3B opportunity.
“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,” mentions Michael Tessler, CEO of BroadSoft.
“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, the founder of Transera.
A press release regarding the acquisition notes that Uppaluru will retain a position within BroadSoft as the General Manager and Vice President of BroadSoft Cloud Contact Center.
Other details such as how much BroadSoft paid for Transera has not been immediately released.
One of the biggest success stories of Transera is its deal with Office Depot.
Since Office Depot has 34 contact centers on 4 different continents, the executive staff at Office Depot needed for a solution for the 3,000+ contact center employees that staff the Office Depot hotlines.
“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,” says Dan Cruceana, Director of Operations and Analytics at Office Depot.
Out of all of the solutions on the market, Office Depot found that Transera both reduced operational overhead and streamlined customer service, providing a win-win opportunity for both customers and call center agents.