HardMetrics, provider of on-demand and enterprise versions of analytics solutions for contact center driven businesses, reportedly announced the latest enhancements to its HardMetrics Performance Manager solution. The solution includes increased throughput and retrieval performance and increased dimensional and hierarchical analysis capabilities in a "cube-less" architecture.

 

Telerx, a customer care outsourcer is using HPM to consolidate and correlate data from ACDs, workforce management, timekeeping, payroll, finance and quality systems. HPM serves users across multiple levels of roles and responsibilities across the company and enables sophisticated analytics in a short period of time.

 

“HPM made our need and desire for a complete, single view of our business a reality. HPM simplified the process of bringing many of our data sources and data elements together and allows us to easily add new ones with a drag and drop configuration process,” Diana Helfinstine, vice president of operations at Telerx, said in a statement. “We can now compare and contrast business critical data elements in seconds in a single view using dashboards, scorecards, actionable reports and visualization objects. Equally important, once HPM is capturing and managing the data, the margin for error is virtually nonexistent, because the information is coming from a trusted data source in lieu of the error-prone human element."

 

HPM v5. enhancements include, capturing, storing, correlating and retrieving millions of rows of input data from disparate platforms and sources; ability to analyze transaction-level, granular data, from any operational source or platform; correlation of transaction-level data for end user consumption; enhancements to data correlation and data aggregation algorithms; and resulting in increased database load/retrieval performance and increased dimensional and hierarchical analysis capabilities in a "cube-less" architecture.

  

John Walsh, director of Vendor Governance at Motorola (News - Alert), said that his data gathering for business intelligence insight is, "labor intensive and an extreme effort," when attempting to standardize 10 to 20 main Key Performance Indicators with hundreds of data elements across all global contact centers.

 

"HPM allows us to normalize all KPI data, regardless of the fact that the data comes from different platforms, from different locations and is comprised of numerous formats. HPM got us out of data preparation and processing and into analysis of the business performance,” Walsh said in a statement. “Motorola configured and deployed our first applications in 1.5 months, automating the collection and analysis of data from multiple vendor partners originating from a number of countries around the globe.”

 

Rob Winner, president of HardMetrics, said HPM is valuable in two areas.

 

 "First, HPM facilitates the rapid deployment of business intelligence and operational analytics by seamlessly integrating and correlating disparate platforms of data  empowering users with the ability to look across the business from different hierarchical perspectives as well as vertically from transaction detail up, through aggregation and summary,” Winner said in a statement. “Secondly, HPM is intuitive, flexible, easy-to-use, quick-to-implement and easy-to-maintain without costing a high six-figure price tag (News - Alert). HPM v5.3 continues to raise the bar in the areas of price, performance and ROI."

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