About T-Metrics
T-Metrics is a world-class provider of next generation omnichannel contact centers and operator systems. Our ability to leverage existing UC infrastructure, migrate between consumption models (premise, hybrid, cloud native) cost effectively, eliminate cloud lock-in, and onboard within days/weeks enables T-Metrics to deliver the lowest TCO in the industry.
Our Mission
Our ongoing mission is to produce and market highly reliable, forward-leaning applications that improve business contact efficiency and customer experience. T-Metrics has a proven track record for reading market requirements and delivering innovative solutions a step ahead of emerging market trends.
Origins
Our company began in 1989 when our principal members came together to combine their expertise in software, telecommunications, data networking, and hardware to develop innovative business solutions. Below are some highlights from our journey.
Telecommunication Test Equipment
1989
The Company began by providing highly successful test equipment that enabled telecommunication technicians to save time and test Nortel Meridian Business Set (MBS) lines more efficiently and accurately.
Operator PC Consoles and Soft Phones
1995
T-Metrics’ PhoneGroups Operator PC Consoles and Soft Phones quickly became highly popular user interfaces for answering calls and transferring calls from a PC-based directory. As these products became widely known as a highly intuitive, feature-rich, and reliable, T-Metrics was launched into becoming a market leader as a provider of business telecommunication user interfaces.
Contact Center
2001
The benefits of T-Metrics’ innovative contact center design, intelligent call routing strategies, range of telecommunication platform support, and ability to scale were quickly recognized and soon became the product of choice by the US Department of Defense, federal organizations, healthcare systems, financial institutions, retail businesses, law offices, universities, and a range of other public and private sector organizations.
First Worldwide Contact Center
2003
T-Metrics spans the globe by deploying a large mission-critical contact center that seamlessly routes “follow-the-sun” calls to thousands of agents at various points of presence around the world.
Recording Ingenuity Breaks Barriers
2005
T-Metrics breaks scale barriers with its call recording design, enabling the largest and smallest organizations to rapidly and economically deploy contact center call recording solutions that easily meets future growth demands.
Consolidated Operators
2006
T-Metrics adeptly tackles the challenging environment of operator consolidation. Additionally, the company develops specialized tools to enable blind operators to easily perform directory searches and transfer callers to their desired destinations.
Multimedia Opens Communications
2012
T-Metrics offers multimedia channels to usher in a new generation of engagement choices for communication between customers and agents. Expanding engagement choice becomes an enduring goal for T-Metrics as the company continually strives to improve business communications.
T-Metrics Goes Atmospheric
2014
T-Metrics delivers its first cloud contact center with a focus on dynamic delivery of its proven solution resources and immediate system responsiveness to continually changing business service environments. With less hardware at the customer’s premise, cloud users can focus more on their business gains.
Omnichannel Includes Video
2015
T-Metrics development of browser-to-browser video call applications challenges imaginations to routing, and queues contacts in ways that changes how users think about developing business relationships through communications.
Section 508 Standards
2018
T-Metrics adds Section 508 compliant features for IVRs and contact center users. Speech recognition, text-to-speech, and TTY features add to the already extensive product offering.
FedRAMP Contact Center
2019
T-Metrics achieved Readiness in the Federal Risk and Authorization Management Program (FedRAMP). T-Metrics omnichannel TM-Cloud Contact Center services are now available to United States government agencies through a FedRAMP cloud architecture.
T-Metrics & Avaya Partnership
2020
T-Metrics and Avaya team up to bridge the gap for those who were impacted by the Covid-19 pandemic, offering Avaya contact center customers advanced omnichannel self-service capabilities and multi-cloud solutions for Federal, SLED, and enterprise customers.
Microsoft Teams Integration
2021
T-Metrics adds Microsoft Teams compatibility with Azure Commercial for on-premises and cloud contact center solutions. This integration leverages the growing footprint of the in-office and at-home Microsoft Teams workforce.
Survey & Scorecard
2022
T-Metrics completely modernizes and rewrites Scorecard and Survey tools as web applications, improving their customer experience by identifying areas for agent improvement and providing actionable insights into agent productivity and competency.
Government Community Cloud
2022
Building on the success of our Microsoft Teams integration, T-Metrics extends the offering to our government customers by adding support for Azure GCC.
Zoom Integration
2022
T-Metrics collaborated with Zoom to develop an integration that enables agents to handle contact center-routed calls using Zoom endpoints.
T-Metrics & NEC Alliance
2023
NEC and T-Metrics form a strategic, go-to-market alliance that provides organizations maximum control over their ability to deliver seamless contact center experiences across multiple touchpoints within an on-premises business model.
Global Reach
100% U.S.A. developed and supported, with a global footprint that enables remote working. T-Metrics solutions are deployed in over 20 countries around the world. The solutions easily and affordably facilitate agents to become remote workers in any country with only a connection to the Internet. The world has never been smaller for attracting the best talent.
