infoTECH Feature

October 22, 2015

Transera's Call Center App Necessary for North Texas Specialty Physicians

With healthcare costs rising across the board, and ways to reduce those costs high in many minds, the thought of putting the cloud contact center to use is gaining plenty of traction with firms. Transera (News - Alert) recently announced that North Texas Specialty Physicians (NTSP) was looking to go that route, bringing in the Call Center App for Salesforce as a way to help drive service and possibly lower costs with it.

The Transera Call Center App for Salesforce allows Salesforce users like NTSP to bring in a complete call center tool for use from Salesforce proper. Not only can the app allow for existing Salesforce users to be classified as voice agents, but it also allows for call recording, call monitoring, and even a ready way to establish interactive voice response (IVR) call flows. That means the current users don't need to be established outright as agents. Plus, with the call flows set, incoming callers can be better connected to specific agents based on several factors, including the caller's current intent and overall call history.

NTSP's chief marketing officer, Nancy Lecroy, noted that while the group had been using Salesforce for some time previously, Salesforce wasn't really providing what the group needed. Things like routing and reporting options as a means to better understand those day-to-day interactions weren't really part of the package, so the group turned to Call Center App for Salesforce. Now, with that app in place, the desired options are available. Callers now get direct access to the best agent for a particular purpose, and the calls can be recorded and monitored to help drive later training.

Image via Shutterstock

Why is this such a great move? First, it was clear that NTSP needed some tools that regular Salesforce wasn't really offering, so a little augmentation brought in some valuable new features to drive better business. The use of analytics in the contact center has often proven valuable, and here that should be no exception. Call recording and call monitoring let calls be used for training later, or even during the call itself. Second, the whole process can be set up without a lot of repetition. There are no extra logins or apps added to the overall operation. That means the benefits can be gained more rapidly, and that saves both time and cash. Finally, callers get a better overall customer experience. Routing allows for a better chance at first call resolution, often considered a high point with callers. That means a better chance at return business, with the attendant boost to cash flow that allows.

Better customer experience, set up faster and with an eye toward call quality, makes for a combination that means terrific cloud contact center operations. The better the contact center works, the better the contact for incoming callers, and the better the experience all around.




Edited by Kyle Piscioniere
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