Activate Email 
INDUSTRIES
INDUSTRIES
A New Approach to Business Process Automation The Intelligent
Contact Center Solutions Security Considerations
For an IP PBX and Contact Center Solutions
Application Server Recording and Quality Monitoring
for Regulatory Compliance INTERNET PROTOCOL COMMUNICATIONS ON THE BRAIN
Research Report All-in-One versus Multi-Point Contact Center Solutions Solutions Security Considerations For an IP PBX and Contact Center Solutions
More Money & More Work:
Why Am I Keeping This?
Archived: Harnessing Loyalty-Producing Customer Feedback Using Your IP Communication Solution Archived: The Transition to VoIP: Five Business Signs that Indicate it’s Time
Archived: Remote Agents: Taking Full Advantage of the IP Contact Center Solutions 
Contact Center Solutions Analysis Featured Article
February 06, 2008
PureShare Launches CRM, IT-Monitoring Framework
By David Sims, TMCnet Contributing EditorPureShare (News - Alert), a vendor of software products for metrics, has announced the launch of PureShare SingleView IT, a Web-based framework for monitoring IT service-management operations across the enterprise.
Built upon the PureShare ActiveMetrics platform, SingleView IT provides a view of ITSM operations intended for managers of help desks, network operations centers and call centers. The product can be used to track and monitor trends, receive alerts and automate data collection from any internal or external source.
"In developing SingleView IT, we brought together metrics and best practices from clients into one package," said PureShare CEO Christopher Dean.
Metrics are gathered from such systems as incident, problem and change management, automated call-distribution systems, network and system-management tools, and knowledge bases. Targets such as service-level and operating-level agreements are incorporated into the interactive dashboards and can be edited directly or drawn from any sources, including spreadsheets.
SingleView IT is data-source agnostic, integrating information in any format from any source including non-IT applications such as CRM, ERP, data warehouses, or anywhere else data is stored.
PureShare clients are using this capability to introduce incentive programs and friendly competition, the PureSharians say: "For example, team objectives around areas such as customer surveys or knowledge-base entries can be shown using race graphics indicating how teams or team members are performing in relation to one another."
Last August PureShare announced a platform providing managers with information using Web-based dashboard visualization.
With PureShare's platform, consisting of ActiveMetrics and ReportRouter, users can check performance against targets and objectives. These tools automate the gathering of answers based on information drawn from enterprise systems in their format and displayed according to the requirements of each user.
PureShare's business proposition is that enhanced value can be derived from mapping data against geographies through the geocoding of data points, or by integrating as-it-happens market data, currency exchange rates and other real-time financial data. Information is presented within the context chosen by the user, whether it's entirely within an existing company framework or extended to outside the organization.
David Sims is a contributing editor for TMCnet. To see more of his articles, please visit his columnist page.
Don’t forget to check out TMCnet’s White Paper Library, which provides a selection of in-depth information on relevant topics affecting the IP
Communications industry. The library offers whitepapers, case studies and other documents which are free to registered users. Today’s featured white paper is Call Center First Call Resolution Guide, brought to you by Enkata.
Communications industry. The library offers whitepapers, case studies and other documents which are free to registered users. Today’s featured white paper is Call Center First Call Resolution Guide, brought to you by Enkata.