Contact Center Solutions Featured Article

HyperQuality Debuts Call Center Performance Software ClearMetrix 2.0

December 01, 2010

HyperQuality, a provider of third-party quality assurance and business intelligence for contact centers, released the ClearMetrix 2.0, an enhanced version of its contact center quality assurance workflow software, in which companies can realize extensive customer experience insight across both internal and outsourced customer service centers.


ClearMetrix is claimed to be the first hosted software solution to help companies of all sizes improve contact, operational and marketing performance, driving improvements in the metrics. With numerous challenges in the contact center environment – from long average handle times to less than desirable customer satisfaction – ClearMetrix provides users with insight into their customer contact data in order to make impactful business decisions.

The newer version enables root cause analysis, end-to-end quality process reporting, ease-of-use, and SaaS cost reduction. While other tools available in the market are limited to only their own proprietary call recordings, ClearMetrix 2.0 allows for complete centralized analysis of all recorded customer interactions on any vendor's recording platform, anywhere in the world. This way companies can enjoy a unified view of customer experience.

"Meaningful customer experience insight is one of the most sought-after business intelligence demands today," said Chris Coles, president and CEO of HyperQuality, in a release. "In this competitive global economy, every enterprise in every industry -- from financial services to telecom - is seeking a way to gain a competitive edge in order to acquire and retain customers. Today, most contact centers rely on manual homegrown or limited off-the-shelf tools to analyze the trends within the millions of customer calls they receive annually. ClearMetrix 2.0 changes the ballgame."   

The company claimed that ClearMetrix allows companies with numerous in-house and outsourced call centers - some offshore and some agents at home - to operate a world-class quality program. Contact and customer support centers collect data about their respective agents’ performance but they know little about what the customer is experiencing during the interaction. By offering the ability to easily track and understand customer issues, ClearMetrix facilitates businesses to respond faster to customer problems and correct issues that lower customer satisfaction and negatively affect overall performance.


Nathesh is a contributing editor for ContactCenterSolutions. To read more of Nathesh's articles, please visit his columnist page.

Edited by Tammy Wolf



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