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December 9, 2023

T-Metrics Solutions

T-Metrics, Inc.

T-Metrics is a world-class provider of next-generation omnichannel contact center/operator systems. T-Metrics solutions enable organizations to maximize unified communications to reach their business goals.

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Visually Impaired Operator Console

TConsole is a software application for visually impaired operators certified by the Italian Union of Blind and Partially Sighted People. It enables blind operators to manage all call events through text to speech features or Braille display, so they can receive and process calls efficiently.

With a glance at the dashboard, supervisors can see all operator availability and queue status including average and maximum answer times. This enables them to manage all calls and the attendant console efficiently, as well as improving customer service quality. The new version also helps visually impaired and blind agents by offering customisable console appearance so font size, contrasts and text capitalisation can be optimised for screen magnifiers. Moreover, optimised shortcuts allow them to search and find information in a second using their keyboard.

VXML

From a developer’s perspective, VXML is similar to HTML. Both use the same code to create applications that are presented visually using a web browser or voice application using a telephone.

VXML can be used to create IVR systems, and it is supported by various platforms, including Plum DEV, a free and open source platform. VXML applications can also be integrated with AI-driven tools and natural language processing systems to create more advanced, conversational IVR solutions.

T-Metrics has been authorized to operate by the StateRAMP program, which provides Federal agencies with a cloud-based solution that meets rigorous security standards. This milestone enables T-Metrics to deliver a comprehensive omnichannel contact center solution to EEOC while meeting the Agency’s stringent cybersecurity requirements. It also allows T-Metrics to work with other federal agencies to secure their own omnichannel communication capabilities.

Virtual Agent

Using a virtual agent allows businesses to provide immediate responses to customer inquiries, reducing their wait times. Studies show that customers are willing to wait an average of thirteen minutes on hold before hanging up. Virtual agents can handle multiple queries at once and can even gather initial details to escalate to a human team member when necessary.

Virtual agents are available 24/7, ensuring that customers receive instant service. They can operate from internal customer self-service portals, click-to-chat features on websites or within collaboration tools such as Slack and Jabber. They can also transition to other data centers during continuity events, keeping operations running smoothly. This helps to reduce employee stress and burnout. It also means that employees can focus on more complex issues or problems, leading to higher levels of employee satisfaction and retention.

Computer Telephony Integration

Computer telephony integration, or CTI, is the technology that connects call center phones to an agent’s computer. This allows the agents to handle calls from their own computers without having to switch between devices. It also allows them to access important customer information during calls.

Screen pop-ups automatically appear on the agent’s desktop when they receive a call. This helps them identify customers and ensure that they assist only authorized users. It also supports intelligent call routing and transferring using an automatic call distributor (ACD) system.

CTI screens also display customer data on a single unified dashboard so that agents can quickly solve issues for the customer and provide excellent service. This saves agents a lot of time, reduces wait times and improves the overall customer experience.

Consolidated Answering System

T-Metrics offers a Consolidated Answering System that enables operator functionality to be centralized in one location or load balanced across multiple locations. It also allows an organization to utilize shared operator resources without having to worry about tying up costly trunk pool capacity.

T-Metrics has achieved StateRAMP Authorized status, demonstrating its ability to meet rigorous government security standards for cloud-based, advanced contact center solutions. This is an important milestone for T-Metrics that demonstrates its commitment to providing cloud flexibility, while maintaining investment protection and a superior agent experience.

Unify, the Atos brand for communications software and services, has successfully completed interoperability testing with T-Metrics’ TM-2000 Multi-Purpose ACD Platform. This collaboration provides reassurance to government customers that T-Metrics and Unify products will work together reliably, effectively and securely.

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