Tuesday, August 16, 2011

Meet our newest customer: C3/CustomerContactChannels

Any day that I get to announce a new customer win is a good day. The latest company to come on board with HardMetrics is C3/Customer Contact Channels, an undisputed leader in the call center outsourcing space. If you’re not familiar with C3, they’re a relatively new company, but the executive team has a long track record of building successful businesses in this industry.

The implementation of the cloud-based model of HardMetrics Performance Manager (HPM) is already underway. C3 will be relying on HPM for insight into their operational activity and business trends, and will be available to everyone from corporate management down to the individual agent. We’re thrilled to be working with such a top notch company, as we continue to expand our customer base in the call center industry. And it seems that C3 is excited too. Here’s an excerpt of a quote from Ken Condren, C3’s Vice President of Technology:

“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.”

We look forward to living up to, and exceeding C3’s expectations.

To read the press release we put out on the partnership, keep reading below.


Extends HardMetrics’ leadership in business intelligence and operational analytics
solutions for call center-driven companies

Wayne, PA—August 1, 2011—Today HardMetrics announced that it has been selected as the business intelligence provider of choice for C3/CustomerContactChannels, a leader in the contact center industry. HardMetrics Performance Manager (HPM), a business intelligence solution designed to monitor and analyze operational activity, efficiencies and business trends, has been deployed to corporate management and operations at each of C3’s contact centers, and to the agent desktop level for all of C3’s employees globally.

The selection of HardMetrics cloud-based solution is the result of an exhaustive study of business intelligence solutions providers by C3’s veteran management team, which is renowned in the call center industry for operational excellence as well as entrepreneurial success.

C3/Customer Contact Channels has grown to be one of the most respected and admired call center outsourcers in the industry, serving Fortune 100 and Fortune 500 companies with complex customer contact services such as customer service, sales, performance optimization, training solutions and web customer support. Built upon reputation, C3 is a leader in bringing high-tech solutions to the contact center industry, offering clients a unique array of services unavailable elsewhere.

"We compared a range of solutions providers," said Ken Condren, C3's Vice President of Technology. "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."

Condren continued, “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.”

Rob Winner, founder and CEO of HardMetrics, says, “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.”

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. HardMetrics also provides an on-premise license model for customers that prefer to maintain their solution and data behind the corporate firewall.


HardMetrics is a leading provider of on-premise and on-demand analytics and business intelligence solutions for call centers and the companies that depend on them. Organizations of all sizes use HardMetrics to transform call center data into actionable information that drives profitability and customer satisfaction. HardMetrics solutions are easy to deploy and cost effective, enhancing visibility at every level of the enterprise. For more information, please visit the company’s website or the HardMetrics blog.


C3/CustomerContactChannels is a global provider of BPO services unlike any other in the market today. Services include Sales, Service, Performance Optimization, Reputation Management and complete customer interaction management via traditional, web, and emerging communication channels. C3 positively engages and promotes our clients’ brands with every contact we make with their customers. With a global team that is thousands of employees strong, the company is headquartered in Plantation, FL. More information can be found at www.c3connect.com.


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