Unified communications solutions provider BroadSoft Inc. has snapped up contact center software company Transera (News - Alert) for an undisclosed sum. Both companies offer their products on an as-a-service basis.
Adding the Transera’s analytics-driven and omnichannel cloud contact center solutions to the BroadSoft (News - Alert) portfolio, the company says, will strengthen its financial position and help it improve customer outcomes.
“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 BroadSoft CEO Michael Tessler. “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.”
BroadSoft recently surpassed 10 million hosted UC lines installed with its BroadSoft UC-One solution, which as a result represents half of the North American market.
“The fact that BroadSoft’s biggest customers have deployed over 500,000 hosted UC seats reinforces our market analysis that businesses are actively seeking out hosted UC solutions, and that adoption is occurring across all market segments – from SMBs to large enterprises,” said Diane Myers, principal analyst at Infonetics Research (News - Alert). “Surpassing 10 million hosted UC lines deployed places BroadSoft well ahead of competitors, not just in the U.S., but globally.”
Transera was named a Visionary by Gartner (News - Alert) in its 2015 Magic Quadrant for Contact Centers as a Service in North America. A CUSTOMER Product of the Year award winner, Transera Customer Engagement Analyzer brings data together in the cloud from ACD applications, CRM applications, IVR systems, order entry applications, and other customer data sources like demographic services so contact centers can analyze, understand, manage, and automate customer interactions in new ways.
“We can all do a better job of knowing our customers through analyzing the information we already have in front of us,” Arnab Mishra, Transera vice president of products and solutions, wrote in a 2013 CUSTOMER magazine article. “This means not only stitching together the multiple interactions of a single customer engagement from multiple systems and channels, but also trying to better understand the overall customer journey through a more human, less Watson-like lens.”
Edited by Kyle Piscioniere