T-Metrics Cloud Contact Center (TCCC)

FedRAMP package ID

FR1730842236

Cloud service provider

T-Metrics, Inc.

Certification status

FedRAMP Certified

Impact level

Moderate

Certification class

Class C (Moderate)

Authorization path

Agency

Certification type

Rev5

Marketplace phase

Ongoing Certification

Deployment model

Government Community Cloud

Register snapshot

September 3, 2026

Service model

SaaS

Independent assessor

A-LIGN Compliance and Security, Inc. dba A-LIGN

Certification date

March 31, 2023

Status date

March 31, 2023

Annual assessment

October 12, 2011

Agency authorizations

3

Recorded reuses

2

Business categories

Analytics, Communication, Contact Center, Customer Service

SAM.gov UEI

PLA5ANKFM4K3

Small business

Flagged on the marketplace record

Milestones on record

3

The marketplace carries T-Metrics Cloud Contact Center (TCCC) under package FR1730842236 with 21 recorded fields. Its certification date is March 31, 2023. A-LIGN Compliance and Security, Inc. dba A-LIGN is named as the independent assessor, with an annual assessment date of October 12, 2011. 3 agencies are listed as having authorized it, among them Bureau of Safety and Environmental Enforcement, National Oceanic and Atmospheric Administration and United States Equal Employment Opportunity Commission, and the feed records 2 reuses of the package. It is delivered as SaaS on a government community cloud, filed under 4 business categories including Analytics, Communication, Contact Center and 1 more. Its SAM.gov unique entity identifier is PLA5ANKFM4K3. T-Metrics, Inc. is flagged as a small business on the record.

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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.