BroadSoft, a unified communication software as a service (UCaaS) provider, has acquired Transera, a provider of cloud-based contact center software. The acquisition positions BroadSoft in the contact center as a service (CCaaS) market.
BroadSoft will integrate Transera's technology into its own BroadWorks and BroadCloud solutions.
BroadSoft believes Transera's omnichannel (voice, email, chat, and social) and analytics-driven cloud contact center software will enable businesses to optimize operational efficiency, strengthen financial performance, and improve the business outcomes of customer interactions.
"Today's acquisition brings together the leading cloud unified communications provider with a pioneer redefining contact center performance through omnichannel and big data analytics," said Michael Tessler, CEO of BroadSoft, in a statement. "The multibillion-dollar contact center market is ripe for cloud disruption, and we now offer service providers a single stack solution with the flexibility to scale from SMB to large enterprise."
The 2015 premise contact center market represents a large $3.3 billion opportunity according to an October 2015 MZA market forecast. We believe that the BroadCloud Contact Center portfolio will drive the transformation of this market to the cloud, by offering key advantages to customers, includin the following:
- Omnichannel contact center and Customer Engagement Analyzer provides intelligent routing, with advanced analytics, reports and dashboards;
- Transera's Call Center App for Salesforce is fully embedded within Salesforce.com Sales and Service Clouds, and leverages Salesforce data to guide real-time routing;
- Cloud routing and management provides global queuing, analytics, and seamless overlay of existing systems, sites, outsourcers, and teams;
- BroadSoft's more than 700 service provider customers can leverage existing BroadWorks and BroadCloud investments with a single SKU solution that wraps hosted PBX, unified communications, omnichannel contact center, and network transport into one offer.
"Cloud is rewriting the rules when it comes to how businesses can deliver a superior customer engagement experience through simplicity, on-demand scalability, and advanced analytics," said Prem Uppaluru, chairman and CEO of Transera, in a statement. Uppaluru who will join BroadSoft as general manager and vice president of BroadSoft Cloud Contact Center.
Office Depot shifted to Transera's omnichannel CCaaS offering because of its complex environment spanning 34 contact center sites across four continents and more than 3,000 agents.
"Transera made an immediate impact on the company's bottom line as we realized significant cost savings, lowered average speed of answer and call abandons by more than 50 percent," said Dan Cruceana, director of operations and analytics at Office Depot, in a statement.