About T-Metrics, Inc.

T-Metrics, Inc., a Genband Partner, has developed many products for the telephony industry during its more than 20-year history. The Company is known for delivering the finest innovative products into the marketplace, and for providing the best customer service in the industry.

Call Center Solutions

T-Metrics delivers the next generation of IP-based call center products into the market. The T2000 ACD smoothly integrates into an organization's current TDM or IP switch.

The TM-2000 ACD / Call Center is designed to be the primary point of contact an organization has with its callers, providing a quick and efficient method to obtain the person in the organization who is most qualified to handle callers’ needs. The power of the T-Metrics TM-2000 ACD is not just what we do BUT how we do it. We will use the Organization’s existing wiring and phones—whether analog, digital or IP—which means any phone can be an agent. We will use the Organization’s current switch release so upgrades do not have to be purchased to get the advanced ACD features. The Organization will not have to pay for additional (no) agent licenses any time more agents need to be added (T-Metrics provides the capability to add more agents without purchasing additional licenses). Our system is an application server off the existing switch so whatever is in place is what we use. Standalone ACDs would require separate trunks from the switch to the ACD which increases customer’s ongoing cost. So the importance of the T-Metrics TM-2000 ACD system is not what we need but what we DON’T need.

Unified Communications

What other Call Centers are just now realizing but still can’t deliver on your legacy PBX.

T-Metrics has been delivering Unified Communications for the Call Center for over eight years. The components of UC in a call center are presence, point to point calling, chat and instant messaging. What does it mean to your Call center? Unified Communications allows companies to build a structure for integrating its people together through the adoption of presence and availability tools. Unified Communications breaks down silos so that agents have the ability to communicate with knowledge workers to get their callers request satisfied. For example, agent-like status can be extended to staff outside the contact center. This enables overflow coverage, expert-level tier support and at the same time takes advantage of queuing, skills-based routing, IM, reporting and availability (think presence).This function also has a direct bearing on increasing First Call Resolution. FCR satisfies callers, reduces work load, reduces cost and increases caller satisfaction.

Multi-switch/Multi-location Call Center

The TM-2000 Multi-location Call Center allows agents to be geographically located across various legacy and IP switches, but logged into a centralized call center group. The T-Metrics TM-2000 enables you to establish call routing control across your entire organization regardless of locations, telecommunication equipment or network infrastructure. Geographic distribution of call center agents across sites provides your organization with time zone staffing advantages, access to larger and more dispersed labor pools, and redundancy. T-Metrics ability to coordinate agents across your locations increases the total amount of agents available to each caller and therefore ensures that each caller’s need is more quickly matched to the most appropriately skilled agent regardless of distance or the usual call center technological constraints. As a result, balancing customer calls across multiple locations improves speed of answer, customer service levels (SLAs), and customer satisfaction. Your geographically dispersed agents and smaller physical call center locations can be virtually pooled to respond in ways that only large, centrally located contact centers have been able to … until now

The Company

T-Metrics has a worldwide customer base, which includes many different kinds of organizations such as state and local governments, colleges and universities, hospitals, banks, small and large corporations and the military. The Company currently provides its call center and operator products to users of the DMS-100, SL-100, CS 1000, CS 2000, CS 2100, Meridian 1 option 11-81, Avaya, NEC, Cisco, Mitel, Siemens and Lucent 5ESS line of switches.

T-Metrics is headquartered in Charlotte, North Carolina, USA.