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"With Transera's Seratel solution, we have improved the interaction experience of our customers while increasing operational efficiencies and internal productivity at the same time," said Kevin Buckley, Director of Operations for Office Depot's North American Business Solutions Division. "The adoption of Transera's virtual contact center solution is one example of how Office Depot is helping customers take care of business by providing innovative solutions that deliver a world-class customer service experience."
Transera said that Seratel creates a virtual contact center that performs contact center functions, including call routing, centralized reporting, recording, monitoring, queuing and interactive voice response. Agents only need an Internet connected PC and a phone to respond to customer calls. Supervisors manage and monitor operations in real-time from any web-browser, the company noted.
"Transera's software-as-a-service model has increased Office Depot's business agility, minimized technology investments and improved their visibility and control over distributed contact center operations," said Prem Uppaluru, co-founder and CEO, Transera. "With Seratel, Office Depot can provide consistently high service levels across their agent network. Our breadth of capabilities and rock-solid reliability and scalability are delivering mission critical customer care solutions to blue chip companies like Office Depot."
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