Unified Communications Featured Article

Broadsoft Acquires Transera to Capitalize on Growing UCaaS Market

February 10, 2016

The recent global survey conducted by Broadsoft revealed a rapid shift away from traditional premises systems across all market segments to the cloud. The company predicts market penetration will increase by almost six times to 41 percent over the next five years for Cloud Unified Communications (UCaaS/Hosted PBX) market. As for the overall Cloud UC market penetration, it is expected to grow three, five and seven times respectively in the large enterprise segment, midmarket segment and small business segment. So the acquisition of Transera, a provider of cloud-based contact center software for SMBs and large enterprises, should not come as surprise.

Michael Tessler, chief executive officer, BroadSoft, said: "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."

This purchase is the right vehicle for the continual growth of Broadsoft’s cloud delivery of services organizations are looking for. The company provides enterprise and consumer calling, messaging and collaboration communication services, including private branch exchanges, video calling, text messaging and converged mobile and fixed-line services. The addition of Transera’s Contact Center as a Service (CCaaS) will give Broadsoft end-to-end delivery of services, including the flexibility CCaaS provides for today’s customer service centric consumer base.

When the Transera solution is fully integrated into Broadsoft, service providers will be able to access a comprehensive cloud contact center portfolio along with BroadSoft's BroadWorks and BroadCloud solutions to introduce new services to market quickly.

The Transera CCaaS is an omni-channel platform with voice, email, chat and social, along with analytics-driven cloud contact center software designed to give organizations valuable insight from customer interaction to enhance operational efficiency, boost financial performance and increase business outcomes.

Tessler when on to say, "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,"

With $3.3 billion up for grab in the premises contact center market place, Broadsoft is looking to give companies more options at better price points through cloud delivery. The adoption of Transera’s ominchannel CCaaS solutions by Office Depot is a great example of what cloud based contact services deliver. The company was able to bring its 34 contact center sites across 4 continents and more than 3,000 agents together with a solution that saved the company significant costs, while lowering average speed of answer and call abandons by more than 50 percent, this according to Dan Cruceana, director of operations and analytics, at Office Depot.

Prem Uppaluru, chairman and chief executive officer, Transera, who will assume the role of General Manager and Vice President of BroadSoft Cloud Contact Center, said "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." And Broadsoft is poised to take advantage of this growing segment with a one-stop shop environment that removes the complexities of solution integration in the cloud. 

Edited by Maurice Nagle