PureShare CCM2 transforms operations metrics into business-value dashboards for executive and customer stakeholders. With personalized, mobile-enabled views of performance, business stakeholders can now make decisions to optimize contact center performance outcomes in realtime.
Ottawa, ON, April 30, 2014 – PureShare® announces the release of Contact Center Metrics 2 (CCM2), a revolutionary 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. This is the first product of its class built with a ‘Mobile-First’ and ‘Just Answers’ design philosophy, leveraging the best and latest technology has to offer to bring unprecedented ease-of-use for both users and administrators.
“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.”
Well proven in large enterprise and Managed Service Provider (MSP) environments, PureShare CCM2 gets everyone from executives to customers, managers and staff ‘on the same page’ with a showcase of business-value metrics. CCM2 is available in SaaS (Cloud), On-Premises and Hybrid editions.
PureShare is a provider of enterprise software products focused on metrics management. With PureShare, metrics are automatically consolidated across cloud and on-premise systems to provide stakeholders with contextual views of performance. Always up-to-date and readily accessible, PureShare helps organizations quickly gain strategic alignment, operational efficiencies and top-to-bottom transparency.