PureShare a provider of enterprise software products focused on metrics management, introduced its CCM2 metrics management solution for Avaya equipped contact centers which can deliver business value metrics to executives and customers. It can merge operational metrics from Avaya ACDs and data from business systems and applications.
Bbusiness related data such as organizational hierarchies, revenue, compliance and productivity data will be merged with call center metrics by CCM2. This provides a real time view of contact centers.
PureShare’s CEO, Christopher Dean said, “CCM2 is the next evolution of our metrics management product for contact centers. This release brings the ability to integrate business dimensions with operational metrics through a powerful metrics catalog.”
The personalized, mobile-enabled performance views will give businesses the ability to leverage a metrics dashboard to make decisions to enhance contact center performance in real-time. CCM2 is based on a ‘mobile-first’ and ‘just answers’ design philosophy that is useful for users and administrators.
The formula-based metrics is a simple catalog exercise which does not require any programming. The high levels of agility and flexibility contained streamline management and administration of metrics and also deliver business transparency to executives and customer stakeholders.
CCM2 is suitable for use in large enterprises and managed service provider (MSP) environments, and is available in SaaS (Cloud), on-premises and hybrid editions.
PureShare metrics are automatically consolidated in both cloud and on-premise systems to offer contextual views of performance to all stakeholders. The easily accessible solutions help companies quickly gain strategic alignment, operational efficiencies and top-to-bottom transparency, said officials.
Contact center performance enhancement depends on the quality and utility of the metrics employed. As PureShare emphasizes, performance measurement should always be customer-focused. This often requires the integration of the customer focus into the corporate culture, values as well as the KPIs. In fact, as contact centers continue to transform and become multichannel, while KPIs such as average call handling times, waiting periods, etc. remain important, have the right metrics to properly evaluate the entire customer experience is becoming critical.