Transera launches software for call centres

In an effort to decentralise customer service operations offered in call centres, California-based Transera Communications unveiled its new product, Seratel, a software for collaborative call management.

Addressing a press conference, Prem Uppaluru, president and chief executive officer, Transera, said that the new software would enable multiple enterprises to collaborate in providing customer care across organisational, geographical and technological boundaries.

"Transera, with its new model, allows outsourcers to deploy a call center anywhere in the world without any hardware or software capital expenditures. This way, Transera's on-demand service helps outsourcers to align their cost structure with their revenues and scale up their operations," he added.

Without any requirement to install hardware or software, agents can download a Java applet from the internet and log in to Seratel as an available agent. Seratel's global dashboard provides call volumes and agent activity across diverse locations, networks and call center technologies.

Elaborating on this, Uppaluru said that unlike in the present business model, where a BPO agent have to spend capital ahead of revenue generation and purchase for peak level of operations regardless of actual usage, Seratel was customer-tailored for the business model and the charge would be on a pay-per-use basis.

"Transera partners with Carriers to deliver end-to-end global call centre solutions, besides reusing the equipment from Novatel by remodelling them, thus saving cost up to 40 to 50 per cent," he added.

The company has already got business enquiries from six Indian BPO firms with whom it will be implementing its new software on a pilot basis. However, Uppaluru declined to disclose the names of those firms.