Welcome!

Big Data Journal Authors: Carmen Gonzalez, Yeshim Deniz, Lisa Pope, Elizabeth White, Liz McMillan

News Feed Item

Transera Taps Into Big Data Analytics to Optimize Customer Interactions

Transera, the Customer Engagement Analytics in the cloud company, today announced the first Statistical Performance Analytics for contact centers that provides reliable predictions on agents’ future performance and customers’ needs and propensities based on historical agent and customer activity data. Using months of data, Transera can match the customer with the best available agent for the desired business outcome.

This approach is being used to prioritize customers based upon their needs. Agents are assigned to the customer based upon the agent’s ability to achieve the desired results, including conversions, retentions and customer satisfaction. The agent is selected based upon an algorithmic scoring model that combines individual agent and overall agent population past performance data to predict an agent’s future performance with high fidelity. The algorithmic score takes into account agent churn, new agent ramp time and the unique abilities of each agent.

“Transera has created a practical, scalable solution for unlocking business value from the enormous amounts of contact center agent and customer data in enterprises today,” said Prem Uppaluru, Transera’s president and chief executive officer. “With Transera’s Customer Engagement Analytics SaaS offering, performance analytics is now within reach of any contact center, providing rich insights into customer interactions at a realistic price point.”

The Process

Transera’s approach to achieving true analytics-driven customer engagement consists of four stages: Information; Insights; Intelligence; Improvement.

Information – Data from the various contact center systems are collected and connected in a cloud-based Customer Engagement Repository, which contains a contact center system-aware universal data dictionary and uses Big Data techniques and technologies such as Hadoop and NoSQL.

Insights – A Customer Engagement Analyzer is used to segment, profile and visualize the data in the Customer Engagement Repository to identify correlations, trends and patterns that may impact performance.

Intelligence – Using predictive models, simulation engines, machine learning, the R analytics language and analytics techniques, the Transera Data Science Team validates insights that may predict customer propensities and agent performance.

Improvements – At the end of the process, the Transera Data Science Team recommends how to optimize contact center system and agent behaviors for the desired business outcomes.

“Our analytics-driven approach to agent scoring and determining customer propensity offers a better and more accurate alternative to the many subjective approaches currently in use,” said Kumaran Ponnambalam, Director of Data Science and Analytics at Transera. “It is because our approach is based on Data Science and Big Data Analytics best practices that we have been able to increase sales conversion rates by upwards of 20 percent for our customers.”

For each of its clients, the Transera Data Science Team conducts a descriptive and predictive analytics-as-a-service process to perform:

Clustering – to find the true commonality among the data, such as clusters of ideal customers or agent performance levels.

Stability and variance analysis – to determine the data set size or time frame required to build reliable predictive models; too little will not show reliable results and too much can mask significant variances.

What-if analysis and modeling – to develop different hypotheses that could impact business outcomes such as call routing strategies, scripting modifications, customer prioritization, offers or proposed problem resolutions.

Simulation modeling - to test the different hypotheses and determine potential return on investment.

“In an age where customers are engaging with your company across numerous devices and platforms, it is essential to use the right analytics tools to effectively access and analyze customer data,” said Richard Snow, VP and Research Director at research firm Ventana Research. “Transera gives contact centers a clear picture of what factors drive performance and applies predictive analytics to help companies not only improve customer service, but the business outcomes of each customer engagement.”

Resources

Transera will be hosting a live webinar on June 18th at 11am PT. Kumaran Ponnambalam, Director of Data Science and Analytics, will provide an overview of the Transera Statistical Analytics approach and detail a case study of how his team applied the approach to score and identify the best available agents for an online provider of personal computer technical services and the resulting financial improvements. To register for the webinar, go to http://bit.ly/1kNmTCw

For additional information about Transera’s customer engagement offerings, go to: http://www.transerainc.com/products/

About Transera Inc.

Transera makes sense out of diverse customer interaction data so that sales, marketing and customer service and support organizations can increase sales, retain customers and improve customer satisfaction through improved customer experiences. A pioneer in cloud-based analytics-driven systems for contact centers, Transera brings data together in the cloud from automated call distributor (ACD) applications, interactive voice response (IVR) systems, customer relationship management (CRM) applications and other customer data sources such as demographic services so that contact centers can analyze, understand, manage and automate customer interactions in new and innovative ways. 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. Today, industry-leading companies such as Wirefly, AON, Office Depot, TiVo and Guthy-Renker are leveraging the market-leading contact center solutions from Transera. www.transerainc.com

More Stories By Business Wire

Copyright © 2009 Business Wire. All rights reserved. Republication or redistribution of Business Wire content is expressly prohibited without the prior written consent of Business Wire. Business Wire shall not be liable for any errors or delays in the content, or for any actions taken in reliance thereon.

@BigDataExpo Stories
Cloud Expo 2014 TV commercials will feature @ThingsExpo, which was launched in June, 2014 at New York City's Javits Center as the largest 'Internet of Things' event in the world.
The major cloud platforms defy a simple, side-by-side analysis. Each of the major IaaS public-cloud platforms offers their own unique strengths and functionality. Options for on-site private cloud are diverse as well, and must be designed and deployed while taking existing legacy architecture and infrastructure into account. Then the reality is that most enterprises are embarking on a hybrid cloud strategy and programs. In this Power Panel at 15th Cloud Expo (http://www.CloudComputingExpo.com...
Explosive growth in connected devices. Enormous amounts of data for collection and analysis. Critical use of data for split-second decision making and actionable information. All three are factors in making the Internet of Things a reality. Yet, any one factor would have an IT organization pondering its infrastructure strategy. How should your organization enhance its IT framework to enable an Internet of Things implementation? In his session at Internet of @ThingsExpo, James Kirkland, Chief Ar...
The security devil is always in the details of the attack: the ones you've endured, the ones you prepare yourself to fend off, and the ones that, you fear, will catch you completely unaware and defenseless. The Internet of Things (IoT) is nothing if not an endless proliferation of details. It's the vision of a world in which continuous Internet connectivity and addressability is embedded into a growing range of human artifacts, into the natural world, and even into our smartphones, appliances, a...
Technology is enabling a new approach to collecting and using data. This approach, commonly referred to as the "Internet of Things" (IoT), enables businesses to use real-time data from all sorts of things including machines, devices and sensors to make better decisions, improve customer service, and lower the risk in the creation of new revenue opportunities. In his General Session at Internet of @ThingsExpo, Dave Wagstaff, Vice President and Chief Architect at BSQUARE Corporation, discuss the ...
"BSQUARE is in the business of selling software solutions for smart connected devices. It's obvious that IoT has moved from being a technology to being a fundamental part of business, and in the last 18 months people have said let's figure out how to do it and let's put some focus on it, " explained Dave Wagstaff, VP & Chief Architect, at BSQUARE Corporation, in this SYS-CON.tv interview at @ThingsExpo, held Nov 4-6, 2014, at the Santa Clara Convention Center in Santa Clara, CA.
The 4th International DevOps Summit, co-located with16th International Cloud Expo – being held June 9-11, 2015, at the Javits Center in New York City, NY – announces that its Call for Papers is now open. Born out of proven success in agile development, cloud computing, and process automation, DevOps is a macro trend you cannot afford to miss. From showcase success stories from early adopters and web-scale businesses, DevOps is expanding to organizations of all sizes, including the world's large...

ARMONK, N.Y., Nov. 20, 2014 /PRNewswire/ --  IBM (NYSE: IBM) today announced that it is bringing a greater level of control, security and flexibility to cloud-based application development and delivery with a single-tenant version of Bluemix, IBM's

The 3rd International @ThingsExpo, co-located with the 16th International Cloud Expo - to be held June 9-11, 2015, at the Javits Center in New York City, NY - announces that it is now accepting Keynote Proposals. The Internet of Things (IoT) is the most profound change in personal and enterprise IT since the creation of the Worldwide Web more than 20 years ago. All major researchers estimate there will be tens of billions devices - computers, smartphones, tablets, and sensors - connected to th...
As cloud gives an opportunity to businesses to buy services externally – how is cloud impacting your customers? In his General Session at 15th Cloud Expo, Fabio Gori, Director of Worldwide Cloud Marketing at Cisco, provided answers to big questions: Do you see hybrid cloud as where the world is going? What benefits does it bring? And how does Cisco connect all of these clouds? He also discussed Intercloud and Cisco’s investment on it.
SYS-CON Events announced today that Windstream, a leading provider of advanced network and cloud communications, has been named “Silver Sponsor” of SYS-CON's 16th International Cloud Expo®, which will take place on June 9–11, 2015, at the Javits Center in New York, NY. Windstream (Nasdaq: WIN), a FORTUNE 500 and S&P 500 company, is a leading provider of advanced network communications, including cloud computing and managed services, to businesses nationwide. The company also offers broadband, p...
Working with Big Data is challenging, especially when decision makers depend on market insights and intelligence from your data but don't have quick access to it or find it unusable. In their session at 6th Big Data Expo, Ian Khan, Global Strategic Positioning & Brand Manager at Solgenia; Zel Bianco, President, CEO and Co-Founder of Interactive Edge of Solgenia; and Ermanno Bonifazi, CEO & Founder at Solgenia, discussed how a revolutionary cloud-based BI along with mobile analytics is already c...
There is no doubt that Big Data is here and getting bigger every day. Building a Big Data infrastructure today is no easy task. There are an enormous number of choices for database engines and technologies. To make things even more challenging, requirements are getting more sophisticated, and the standard paradigm of supporting historical analytics queries is often just one facet of what is needed. As Big Data growth continues, organizations are demanding real-time access to data, allowing immed...
Vichara Technologies in Hoboken, New Jersey is expanding its capabilities in big data from origins on Wall Street into other areas, and thereby demonstrating the growing marketplace for advanced big-data analytics services. The next BriefingsDirect deep-dive big data benefits case study interview explores how Vichara Technologies in Hoboken, New Jersey is expanding its capabilities in big data from origins on Wall Street into other areas, and thereby demonstrating the growing marketplace for ad...
Moscow-based OpenBank, one of the largest private financial services groups in Russia, has built out a business intelligence capability for wholly new business activity monitoring benefits. The next BriefingsDirect deep-dive big data benefits case study interview explores how Moscow-based Otkritie Bank, one of the largest private financial services groups in Russia, has built out a business intelligence (BI) capability for wholly new business activity monitoring (BAM) benefits. The use of HP V...
The 3rd International Internet of @ThingsExpo, co-located with the 16th International Cloud Expo - to be held June 9-11, 2015, at the Javits Center in New York City, NY - announces that its Call for Papers is now open. The Internet of Things (IoT) is the biggest idea since the creation of the Worldwide Web more than 20 years ago.
Scene scenario: 10 am in a boardroom somewhere, second round of coffees served, Danish and donuts untouched, a quiet hush settles. “Well you know what guys? (and, by the use of the term guys I mean to include both sexes here assembled) – the trouble that we have as a company is that we are, to put it bluntly, just a little analytics poor,” said the newly appointed Chief Analytics Officer. That we should consider a firm to be analytically deficient or poor is a profound comment on our modern ag...
Quantum is a leading expert in scale-out storage, archive and data protection, providing intelligent solutions for capturing, sharing and preserving digital assets over the entire data lifecyle. They help customers maximize the value of these assets to achieve their goals, whether it’s top movie studios looking to create the next blockbuster, researchers working to accelerate scientific discovery, or small businesses trying to streamline their operations. With a comprehensive portfolio of best-i...
Roger: Could you explain for our audience the significance of containerization, and how it differs from virtualization? Ben: Traditional virtualization was created over a decade ago, when applications were long-lived, monolithic, and deployed to a single server. In this world, when the problem to be solved was proliferation of single purpose physical servers – e.g. one server for Microsoft exchange, one server for Mac Print, one server for a custom Unix inventory -- it made sense to turn all of ...
In today's application economy, enterprise organizations realize that it's their applications that are the heart and soul of their business. If their application users have a bad experience, their revenue and reputation are at stake. In his session at 15th Cloud Expo, Anand Akela, Senior Director of Product Marketing for Application Performance Management at CA Technologies, will discuss how a user-centric Application Performance Management solution can help inspire your users with every appli...