Transera’s Omni-Channel Contact Center Software and Advanced Analytics Position BroadSoft to Capitalize on Multi-Billion Dollar Contact Center Market
GAITHERSBURG, MD–(Marketwired – Feb 8, 2016) – BroadSoft, Inc. (NASDAQ:BSFT, news, filings), a global unified communication software as a service (UCaaS) provider, has acquired Transera, a leading provider of cloud-based contact center software for small-medium business (SMB) and large enterprises. The acquisition positions BroadSoft to lead the fast-growing Contact Center as a Service (CCaaS) market, while enabling service providers to offer a comprehensive cloud contact center portfolio with minimal new investments, rapid time-to-market, and seamless integration with BroadSoft’s BroadWorks® and BroadCloud® solutions.
Gartner placed Sunnyvale, California-based Transera as a “Visionary” in the 2015 Magic Quadrant for Contact Center as a Service, North America.[i] BroadSoft believes that Transera’s omni-channel (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 omni-channel and big data analytics,” said Michael Tessler, chief executive officer, BroadSoft. “The multi-billion 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, including:
- Omni-channel 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 700 plus service provider customers can leverage existing BroadWorks and BroadCloud investments with a single SKU solution that wraps hosted PBX, unified communications, omni-channel contact center, and network transport into one compelling and financially attractive customer 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,” adds Prem Uppaluru, chairman and chief executive officer, Transera, who will assume the role of General Manager and Vice President of BroadSoft Cloud Contact Center.
Office Depot, Inc. is a prime example of global corporations shifting to Transera’s omni-channel CCaaS offering. “Office Depot turned to Transera’s omni-channel CCaaS offering because of its complex environment spanning 34 contact center sites across 4 continents and more than 3,000 agents,” said Dan Cruceana, director of operations and analytics, at Office Depot, Inc. “Transera made an immediate impact on the company’s bottom line as we realized significant cost savings, while lowering average speed of answer and call abandons by more than 50 percent.”
Another example is Fort Worth-based North Texas Specialty Physicians (NTSP), a leading independent physician association that has deployed Transera’s Call Center App for Salesforce across the company’s contact centers. “We’ve been using Salesforce for some time, but found that we also needed a contact center solution with analytics-driven routing and reporting capabilities to better understand and manage our customer-agent interactions,” said Nancy Lecroy, chief marketing officer at NTSP.
For 2016, we expect the acquisition to contribute approximately $7-8 million in revenue and be approximately $0.02 to $0.03 dilutive to our non-GAAP earnings.
Forward-Looking Statements:
This press release may contain forward-looking statements within the meaning of the Private Securities Litigation Reform Act of 1995. These forward-looking statements may be identified by their use of terms and phrases such as “will,” “can,” and “believe” and other similar terms and phrases and include statements regarding BroadSoft’s ability to incorporate Transera’s operations into its existing BroadWorks and BroadCloud solutions, the expected benefits of the acquisition and Transera’s product and service offerings to BroadSoft and its service provider customers, and the expected impact of the acquisition on BroadSoft’s financial results. The outcome of the events described in these forward-looking statements are subject to known and unknown risks, uncertainties and other factors that could cause actual results to differ materially from the results anticipated by these forward-looking statements, including, but not limited to, the possibility that the anticipated financial and other benefits from the acquisition are not realized or are lower or take longer to realize than expected, BroadSoft does not successfully integrate Transera’s operations into its own or BroadSoft is unable to retain Transera’s customers or personnel, as well as those factors contained in the “Risk Factors” sections of BroadSoft’s Form 10-K for the year ended December 31, 2014 filed with the SEC on February 25, 2015, and in BroadSoft’s other filings with the SEC. All information in this press release is as of February 8, 2016. Except as required by law, BroadSoft undertakes no obligation to update publicly any forward-looking statement made herein for any reason to conform the statement to actual results or changes in BroadSoft’s expectations.
About BroadSoft:
BroadSoft is the leading provider of software and services that enable mobile, fixed-line and cable service providers to offer Unified Communications over their Internet Protocol networks. The Company’s core communications platform enables the delivery of a range of enterprise and consumer calling, messaging and collaboration communication services, including private branch exchanges, video calling, text messaging and converged mobile and fixed-line services. For additional information, visit http://www.BroadSoft.com.
About Transera:
Transera improves the performance of contact centers, turning them into strategic corporate assets. With its suite of cloud-based software applications, Transera helps contact centers optimize operational efficiency, financial performance and the business outcomes of customer interactions to improve agent productivity and performance, sales, customer retention, and the overall customer experience. Go to www.Transerainc.com for more information on Transera.
[i] Source: Gartner, Inc., Magic Quadrant for Contact Center as a Service, North America, Drew Kraus, Steve Blood, Daniel O’Connell, 15 October 2015.
Disclaimer:
Gartner does not endorse any vendor, product or service depicted in its research publications, and does not advise technology users to select only those vendors with the highest ratings or other designation. Gartner research publications consist of the opinions of Gartner’s research organization and should not be construed as statements of fact. Gartner disclaims all warranties, expressed or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose.
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