Hosted Call Center Featured Article
Transera Raises $17M for Customer Acquisition, Market Partnerships, Development
March 17, 2009
By Brendan B. Read
Senior Contributing Editor
In a healthy sign of confidence in these challenging economic times, Transera Communications has raised $17 million in funding from Accel Partners, Apax Partners, Lighthouse Capital Partners, and Storm Ventures (News - Alert). The funds will be used to accelerate the company’s rapid growth and fuel investments in customer acquisition, go-to-market partnerships, service infrastructure, and product development.
Transera’s flagship product is Seratel, an on-demand contact center solution with ACD, CTI (News - Alert)/screen pop, monitoring and recording, and reporting functionality that can connect to agents located anywhere: domestically, internationally, in bricks-and-mortar centers, and in their homes.
Seratel is currently being used by firms such as the American Red Cross, AON Integramark, Logitech, McKesson, Office Depot, Simplexity, and TiVo (News - Alert).
“We and the other investors in Transera are committed to supporting world class teams with breakthrough innovations,” says Jim Swartz, General Partner, Accel Partners. “In today’s macroeconomic climate, Transera’s service provides compelling business and financial value for any enterprise or outsourcer seeking to manage distributed contact centers while lowering overall cost of operations. Transera has proven the value of its technology with its impressive roster of customers and we are confident the company will continue to lead the market’s shift to on-demand solutions.”
Transera has achieved results for its customers. By using Seratel, Office Depot has dramatically reduced hold times, automated routine requests, and has given contact center agents a 360 degree view of callers, thereby providing a more personalized customer experience. By utilizing Transera’s hosted/software-as-a-service (SaaS (News - Alert)) approach, the office supplies retailer has also minimized infrastructure expenses.
“In these lean economic times, companies are actively looking for ways to reduce their capital and operating expenses,” points out Michael DeSalles, Strategic Analyst, Frost & Sullivan (News - Alert). “Software as a service based contact centers can provide significant reductions in total cost of ownership to companies seeking to reduce expenses and improve contact center operations. Transera’s on-demand contact center solution, proven enterprise-class service delivery, and strong investor support positions them well to take advantage of this market opportunity.”
Transera has also been assisting firms to improve their customers’ experiences via savvy technology partnerships. Last year, it began partnering with RightNow Technologies to offer integration between the RightNow CRM and Seratel tools. RightNow and Transera managed all inbound customer inquiries — via phone, e-mail, web, and chat — and in doing so provide a complete view of customer’s contact histories.
“With thousands of agents and millions of customer interactions per month active on our service, we have proven that Transera’s solution for on-demand contact centers delivers considerable business value to enterprises and outsourcers,” adds Prem Uppaluru, Transera co-founder and CEO. “As an organization, we are committed to continuing our track record of technology innovation and marquee customer acquisition. This new funding will allow us to aggressively capitalize on rapidly increasing enterprise adoption of SaaS contact center solutions.”Brendan B. Read is TMCnet’s Senior Contributing Editor. To read more of Brendan’s articles, please visit his columnist page.
Edited by Stefania Viscusi
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