T-Metrics, Inc.: T-Metrics Cloud Contact Center (TCCC)

T-Metrics' Cloud Omnichannel Contact Center (CCaaS) solution provides Federal agencies with a secure, customizable, highly flexible, low-risk, and scalable option to improve the experiences of interactions with their constituents.

Federal agencies looking to modernize their legacy premises-based contact centers now have a choice to migrate at their pace without compromising security. Building on two decades of innovation and security, T-Metrics’ CCaaS solution is the only single omnichannel contact center in the market that meets both the robust FedRAMP security standards for cloud deployments and the security and interoperability demands of the Joint Interoperability Test Command (JITC) certification for premises-based deployments.

Through its flexible architecture, the TM-Cloud Omnichannel Contact Center enables agencies to customize cloud deployment models – public cloud (multi-tenant) and/or private cloud (dedicated instance) - to address different constituent requirements.

Strategically designed, TM-Cloud Omnichannel Contact Center capitalizes on cloud architecture to integrate an agency's existing staff with existing customer telephony platforms (e.g., Avaya, Cisco, MS Teams, Zoom, etc.), which minimizes migration and project risk. Agencies can choose cloud, on-premises virtual machine, and/or on-premises physical servers to integrate existing voice services to the TM-Cloud Omnichannel Contact Center. This flexibility allows for zero-maintenance for full cloud deployments. Agencies choosing on-premises integration will provision hardware according to their own requirements and procedures.

The TM-Cloud Omnichannel Contact Center can be scaled to accommodate current and future contact center resource demands and requirements. The ability to obtain agent subscriptions in small or large quantities enables organizations to quickly scale to levels necessary to handle even the most dynamic volume, especially for emergencies or seasonal demand. The contact center distributed architecture ensures a high-available and high-performance system is deployed in the T-Metrics FedRAMP cloud. Resiliency, scalability, and advanced feature access were traditionally available to only the largest contact centers with significant capital investment. Through the TM-Cloud Omnichannel Contact Center, these advantages are now available to every customer through flexible monthly subscriptions.

The cloud-based service offerings provided by the T-Metrics TM-Cloud Omnichannel Contact Center include the following: - Skills-based and Attribute-based Routing - Interactive Voice Response - Microsoft TeamsTM Integration - Digital Channel Communication - Customer & Agent Callbacks - Voice and Screen Recordings - Analytics and Sentiment Analysis - Quality Management - Section 508 compliance (for agents and callers) - Advanced Agent and Supervisory Dashboards - Standard and Custom Reporting - Self Service Administration Portals - Natural language speech recognition - Voicebots and chatbots

To learn more about how the T-Metrics CCaaS solution can satisfy your contact center requirements, please visit https://www.tmetrics.com/industries/fedramp.