Contact Center Solutions Featured Article

HardMetrics to Offer its Business Intelligence Solutions to C3/CustomerContactChannels

August 03, 2011

C3/Customer Contact Channels, a leader in the contact center industry, has selected HardMetrics’ Performance Manager (HPM), a business intelligence solution, to monitor and analyze operational activity, efficiencies and business trends. The company will deploy the solution to its corporate management and operations at each of C3’s contact centers, and to the agent desktop level for all of C3’s employees globally.

In a press release, Ken Condren, C3's vice president of Technology, said, “We compared a range of solutions providers. HardMetrics stood out for its ease of system integration and the detailed business intelligence it provides. Their solution allows us to give our clients unparalleled operational analysis and reports. We want to give our clients a package of tools and experience they can’t get anywhere else. The analytic component of HardMetrics further enhances our analytic capabilities, differentiating us from anyone else in the industry.”

C3 has selected HardMetrics’ secure, cloud-based SaaS delivery model and will integrate multiple data sources within HardMetrics Performance Manager including Avaya CMS, Sugar CRM, Aspect eWFM, Verint Call Recording, NetSuite, Ceridian/ADP timekeeping and payroll, as well as data sources unique to C3’s clients. Additionally, HardMetrics provides an on-premise license model for customers that prefer to maintain their solution and data behind the corporate firewall.

Rob Winner, founder and CEO of HardMetrics, said, “Our new customer win with C3 further demonstrates our position as the market leader in providing operational analytics, performance management and business intelligence solutions to call center outsourcers and the multiple classes of companies that depend on them. We set the standard for ease and speed of deployment, ease of use, functional depth, end user adoption, cost effectiveness in both initial acquisition and ownership over time, and overall ROI. HPM delivers on the promise of business intelligence. We are extremely pleased to be partnering and working with such a world-class organization in C3.”

HardMetrics was recently in the news when it announced that Customer Relationship Metrics (CRM) will include HardMetrics Performance Manager within its business intelligence managed service offering.

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Sujata Garud is a ContactCenterSolutions freelancer with three years of writing/editing experience and two years of market research experience. As an editor she has covered the IT, electronics, banking, pharma, construction, mining and healthcare industries. To see more of her articles, please visit her columnist page.

Edited by Jennifer Russell