Salesforce allows call center agents to easily interact with customers via email and chat and record the results of their interactions. However, it doesn't allow you to do the same for voice calls. Now, with the Transera Salesforce app, you can optimize your call center through monitoring, custom call flows, training, reporting tools, and more.

1. Optimizing Your
Salesforce Powered
Call Center

2. Salesforce is a great tool utilized
by call centers everywhere.

3. Salesforce allows call center
agents to easily interact with
customers via email and chat and
record the results of their
interactions.

4. However, 90% of customers still
prefer to talk to someone.
90%

5. With Salesforce, you can
handle pretty much every
aspect of your call center
within the program—except
for voice calls.

6. That’s where Transera comes in.

7. With Transera’s Salesforce app, you can:
- Record a complete history of customer interactions.
- Create call flows.
- Monitor agent performance.
- Gain easy access to reporting.
All within Salesforce.

8. As a native part of
Salesforce, Transera’s
Salesforce app gives you the
ability to access everything
from one platform.

9. Download our FREE eBook now!
In this presentation, based on our eBook, we will discuss how
you can optimize your call center and access voice through
Transera’s Call Center app for Salesforce.

10. “With the Transera Call Center app for Salesforce, you don’t have to add
another application to your infrastructure that requires redundant login,
users and administration. You can set up and administer your call center
within the Salesforce Administration and Build functions.”
– TranseraInc.com

11. Implementing the
Transera Call Center app is
as simple as setting up a
few basic building blocks.
Step-by-step instructions can be found in our eBook.
Implementing the Transera App

12. Once your call center building blocks are established, your
new streamlined process within the Transera Call Center
app for Salesforce will help you track what’s going on in your
call center with real-time dashboards and KPIs.

13. The Transera Call Center
app for Salesforce provides
visibility into your call
center from a real-time and
historical perspective.
Gain Real-time Visibility of Your Contact Center

14. Transera provides supervisor dashboards and then, using
Salesforce reporting capabilities, allows you to combine
Transera and Salesforce data into single reports.

15. The supervisor dashboards include tabs for:
- Call Reports - Display calls waiting in the queue and calls in progress.
- Agent Reports - See whether agents and teams are idle, available,
connected, or wrapping up calls.
- Ticker Reports - Create tickers that will scroll across your screen and
inform you about whatever call center activity you wish to be
constantly informed about.
- Graph Reports - Configure your dashboards to display multiple graphs
at the same time.

16. The Transera Call Center app for
Salesforce allows you to design a call
flow for a routing strategy without
leaving Salesforce.
Create Call Flows and Routing Strategies

17. Using a simple drag and drop interface, you can create a Flow
Control that shows the decision points, control points,
counters, and database lookups for calls. You can add paths
for a sales queue, a service queue, and a premium customer
path, and map the possible decisions that customers can
make.

18. Using Transera in conjunction with
Salesforce allows you to build and
administer a voice call center within
Salesforce’s Service Cloud and Sales
Cloud applications–saving the time
once necessary to switch between
applications, thus increasing agent
productivity.
The Agent Experience when using Transera
“Make your call center agents
more productive and effective
by letting them make and
receive calls within the
Salesforce application, while
automatically logging
pertinent data about their
calls in the Salesforce
database.”
-TranseraInc.com

19. After implementing the Transera Call Center app, accessing
and using voice within Salesforce is a matter of following a
few simple steps.
These steps are outlined in our FREE eBook.

20. During a call, the Transera applet
displays any available information
about the incoming call and opens the
Salesforce record of the caller. The
agent can access the entire history of
the caller’s interactions without having
to open a separate database
application.

21. When an agent has complete access
to a caller’s history from within
Salesforce, he or she no longer needs
to repeat questions or discussions,
and agent productivity increases as
less time is wasted on repetition.

22. After the call, the agent is able to
make notes for further action, or to
provide information that will be
displayed during the next call with
that customer.

23. The Transera Call Center app for Salesforce allows you to
monitor quality across your call center at any time without
having to leave Salesforce.
Monitor Agents for Quality within Salesforce

24. As a supervisor, you can listen to, join, and record current
calls on-demand or on a schedule to train agents and make
sure their performance meets your quality standards.

25. Transera delivers call center management, administration, routing, and
reporting capabilities from within the Salesforce application itself.
The Transera Call Center app for Salesforce is easy, inexpensive to
implement, and cost-effective for a contact center with a handful of
agents and will scale as your call center grows.
To get started managing your call center using the Transera Call Center
app for Salesforce, click here or call 1-800-727-0766.
About Transera