Transera Implements Virtual Contact Center Solution for Office Depot

Transera Communications announced today that office products retailer Office Depot is using its cornerstone solution, Seratel, as its contact center platform.

By using an on-demand virtual contact center solution, Office Depot is able to dramatically reduce hold times, automate routine requests, and give customer service agents a 360 degree view of callers, providing a more personalized customer experience.

Seratel enables Office Depot to focus on delivering innovative customer service around the globe rather than owning and managing expensive call center technology. With Transera’s software-as-a-service approach, Office Depot has minimized infrastructure expenses while benefiting from improved customer service levels.

"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."

With Seratel, Office Depot can diversify and grow its contact center operations with minimal technology investment, software installation, or ongoing maintenance costs. Seratel creates a virtual contact center that performs the necessary contact center functions, including sophisticated 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.

"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, cofounder and CEO of 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."