Call Center-driven Sales and Service

"With HardMetrics users can define their own reports. This not only makes the deployment faster, easier and more cost-effective, it also means users can quickly make changes to what they see and how they see it."
- Richard Snow, VP & Research Director, Ventana Research

HardMetrics CCPM: How It Works

CCPM puts transformational analytics and metrics at your fingertips. It solves your fundamental data problems by consolidating data that "just couldn't be combined" into a self-service, intuitive Web-based application. Alternative approaches may claim to be able to match the features and functions of CCPM, but certainly not without spending a fortune and/or waiting for a long IT project to be finished.

CCPM is built upon our measurement and analytics engine. It's never been easier to create your customized on-demand analytics application tailored to your unique requirements.

CCPM readily integrates with your dialers, IVRs, ACDs, workforce management, timekeeping, quality and survey systems, financial systems, data warehouses... whatever you need to create a complete picture of both your Call Center's operational efficiencies as well as its impact on your business.

Avaya? Aspect? Cisco? Genesys? Verint/Witness? NICE/IEX? Kronos? SalesForce? PeopleSoft? Unica/Eloqua/Aprimo? Google? You name it. Our customers analyze it with CCPM every day.

We pioneered the concept of codeless implementation; it requires absolutely no programming so your "Call Center Scoreboard" is live in days or weeks, not months.

Get Results

Optimized for time-series analysis, CCPM lets you simultaneously view and analyze all your key operational metrics. It is not a static reporting platform, but a live application, integrated with your various data sources. You can navigate, filter, drill-down and analyze real-time information - gathered from multiple sources and viewable from multiple perspectives - all with just a simple point and click.

User-defined dashboards, scorecards, reports and alerts are maintained in the self-service Web interface. Executives, managers and/or agents can see the KPIs that matter most to them in meaningful terms like "Revenue per Call" or "First Call Resolution". No more ambiguities, just improved agent, call center and corporate performance.

Read the case study.