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News : PureShare Releases CCM2 Contact Center Metrics for Executives
Ottawa, ON, April 30, 2014 -- PureShare announces the release of CCM2, a metrics management solution for Avaya equipped contact centers.
CCM2 delivers business value metrics to executives and customer stakeholders by merging operational metrics from Avaya ACDs and data from business systems and applications.
PureShare CCM2 automatically merges business context such as organizational hierarchies, revenue, compliance and productivity data with call center metrics. The result is a real-time window into how the contact center is performing in business terms, and in rollups executives can understand. With personalized, mobile-enabled views of performance, business stakeholders can make decisions using a metrics dashboard to optimize outcomes in real-time.
"CCM2 is the next evolution of our metrics management product for contact centers," said PureShare’s CEO, Christopher Dean. "This release brings the ability to integrate business dimensions with operational metrics through a powerful metrics catalog. The creation of new formula-based metrics is a simple catalog exercise with no need for programming. This brings the highest level of agility and flexibility to managing and administering metrics. Our goal for the CCM2 product is simple - to bring business transparency to executive and customer stakeholders. The key is to offer a metrics management product that is easily configurable and can keep pace with the rapid pace of business-driven change."
Posted by Veronica Silva Cusi, news correspondent
Today's Tip of the Day - Involve Staff
PureShare performance metrics software provides anytime access to business metrics, call center metrics, reporting metrics and performance measurement. It can be used on a daily basis without the need for manually assembling and analyzing reports and spreadsheets.
Published: Thursday, May 1, 2014