What T-Metrics does

T-Metrics is a Charlotte, North Carolina-based provider of omnichannel contact center software serving government agencies and regulated industries. Founded in 1989 and operating for more than 30 years, the company focuses on the Department of Defense, federal civilian agencies, state and local government, healthcare, education, and banking and finance customers, and reports an average customer relationship tenure of approximately 12 years. Its installed footprint spans 100+ DoD facilities and is referenced across more than 20 countries and four continents. On November 19, 2024, the company was acquired by NUSO.

The company's flagship product is the CX-2025 omnichannel contact center platform, which delivers voice, chat, email, and related channel handling on-premises and in cloud environments including a Microsoft Teams extension for Azure Government Community Cloud (GCC). The platform supports 15+ unified communications vendor integrations, HL7 healthcare data exchange, CRM connectors, and a generative AI suite covering transcription, sentiment analysis, and summarization, with named third-party AI integrations including Dialogflow and Voci for speech analytics. The platform is certified to JITC standards for 23+ consecutive years and holds FedRAMP, GovRAMP, and TX-RAMP authorizations, which collectively determine eligibility for federal and state procurement.

T-Metrics generates revenue primarily through software licensing and platform subscriptions to government and enterprise customers, sold via direct sales, partner channels such as the 2023 NEC Strategic Alliance, and listings in procurement vehicles including the Defense Health Agency catalog and the FedRAMP Marketplace. The November 2024 NUSO acquisition repositions the company within a combined communications platform vendor, with the federal certifications and regulated-industry vertical depth functioning as the principal assets inside the combined entity.

Name

T-Metrics

Legal name

T-Metrics, Inc.

Website

https://tmetrics.com

Company type

Private

Founded year

1989

Operating status

Acquired

Headcount range

11–50 employees

Short description

T-Metrics provides omnichannel contact center software (CX-2025 platform) to U.S. federal agencies, DoD, state and local government, healthcare, education, and financial institutions, with deep regulatory certifications (JITC, FedRAMP, GovRAMP, TX-RAMP) and generative AI features.

Ownership category

akta.pro rank

Headquarters

HQ city

Charlotte

HQ country

United States

HQ region

North America

Offices1 record

Markets served

GTM type

B2B

Offering type

Software

Cost components

Technology or R&D, Personnel, Infrastructure, Marketing or Sales, Operations

Revenue model

1. Contact Center Software Licenses/Subscriptions: The company offers its CX-2025 omnichannel contact center platform through cloud (CCaaS), on-premises, or hybrid deployment models. Revenue is generated through software licensing and subscription fees based on deployment type, agent counts, and feature modules.
2. Operator Systems: PhoneGroups Operator PC Consoles and soft phone solutions offered as premise-based, cloud, or hybrid deployments. Generates revenue through software licenses and support contracts.
3. Professional Services and Implementation: Onboarding, installation, and ongoing technical assistance offered as part of comprehensive support packages, particularly for government customers and DHA Catalog procurement.

Pricing tiers

Go-to-market motion3 records

Distribution channels4 records

Marketing channels5 records

Core offering

T-Metrics provides next-generation omnichannel contact center software (CX-2025) and operator systems (PhoneGroups Operator PC Consoles) deployed via cloud, on-premises, or hybrid models. The solutions integrate voice, email, web chat, video calls, SMS, and social media while integrating over-the-top of existing UC infrastructure from 15+ leading vendors. The company also offers the Hearts-Apart & Morale Call System, a specialized solution for military personnel to stay connected with families, JITC-certified for DoD deployments.

Product overview

T-Metrics is a provider of next-generation omnichannel contact centers and operator systems. The core product is the T-Metrics CX-2025 Contact Center, an advanced blended omnichannel solution available as cloud, on-premise, or hybrid deployments. Supporting the contact center are Operator PC Consoles (PhoneGroups) that automate attendant workflows including directory searches, call transfers, and queueing. The Hearts-Apart & Morale Call System is a specialized add-on for military applications. The company leverages existing UC infrastructure across 15+ voice platforms (including Microsoft Teams, Zoom, Avaya, Cisco, NEC, RingCentral, and others) and integrates with enterprise software including CRM (Salesforce, Oracle, SAP), WFO/Analytics (Calabrio, Dialogflow, Voci), and ITSM (ServiceNow, BMC Remedy). The CX-2025 platform includes AI-powered capabilities for transcription, sentiment analysis, chatbots, and neural text-to-speech.

Differentiator

Problem solved

Functional benefit

Brands

• CX-2025: Advanced blended omnichannel contact center solution delivered via universal cloud platform with unrivaled security and unprecedented scale.
• Hearts-Apart & Morale Call System

Products and services

• T-Metrics CX-2025 Contact Center Advanced blended omnichannel contact center solution supporting cloud, on-premises, or hybrid deployments. Integrates voice, email, web chat, video calls, SMS, and social media via a universal cloud platform. Integrates over-the-top of 15+ leading UC vendors without requiring rip-and-replace of existing infrastructure. Designed for government, healthcare, finance, and education organizations.
• PhoneGroups Operator PC Consoles PC-based operator consoles that automate attendant steps including directory searches, call transfers, pre-recorded greetings, automated attendant and queuing, call recording, hot keys and macros, training tutorials, and real-time HL7 interface. Available through premise-based, cloud, and hybrid deployments.
• Hearts-Apart & Morale Call System Automated contact center solution for military personnel that enables operator-independent calling with PIN-controlled access, call timing with automatic cutoffs, monthly time allotments, and comprehensive usage tracking. Web-based administration portal for managing user accounts, PIN requirements, global max lengths, warnings, expirations, call quantity and duration limits.

Quantifiable outcome

• 23+ consecutive years of JITC certification — only contact center on the DoD APL
• +5 more outcomes

Named customers20 records

Segments6 records

Ideal customer profiles5 records

Technology focussed Yes

API detail

Has API

No

API docs

API detail

Core technology

AI maturity

App detail

Integration28 records

AI capability7 records

Feature8 records

Partnerships

Five partnerships are on record, tiered core.

• NUSOcoreStrategic or Co-development Partner · 19 November 2024NUSO, a global provider of cloud-based communications, collaboration, and customer experience as a service, acquired T-Metrics on November 19, 2024. The acquisition solidifies NUSO's commitment to delivering resilient, scalable, and customizable communication solutions. T-Metrics CEO Arthur Pravato described it as accelerating growth strategy and expanding service offerings. Financial terms not disclosed. NUSO CEO Matt Siemens cited the remarkable talent within T-Metrics as aligning with NUSO's customer-experience vision.
• NECcoreStrategic or Co-development Partner · 1 January 2023NEC and T-Metrics formed a strategic go-to-market alliance in 2023 that provides organizations maximum control over their ability to deliver seamless contact center experiences across multiple touchpoints within an on-premises business model.
• ZoomcoreTechnology or Integration · 1 January 2022T-Metrics collaborated with Zoom to develop an integration enabling agents to handle contact center-routed calls using Zoom endpoints. This integration is part of NUSO's expanded service offerings following the acquisition.
• MicrosoftcoreTechnology or Integration · 1 January 2021T-Metrics added Microsoft Teams compatibility with Azure Commercial for on-premises and cloud contact center solutions in 2021. This integration leverages the growing footprint of the in-office and at-home Microsoft Teams workforce. Support was later extended to Azure GCC for government customers.
• AvayacoreStrategic or Co-development Partner · 1 January 2020T-Metrics and Avaya formed a strategic partnership in 2020 to bridge the gap for those 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.

Scale indicators9 records

Recent moves6 records

Expansion highlights6 records

Emerging players

• Talkdesk: Cloud-native CCaaS challenger focused on enterprise and AI-driven CX. Competes with T-Metrics in commercial and mid-market segments, but lacks T-Metrics' depth in federal/JITC-certified deployments.
• 3CX: SMB-focused UC and contact center vendor. T-Metrics integrates over-the-top of 3CX, but smaller organizations can also procure 3CX's native contact center, making it a partial competitor in the lower end of T-Metrics' market.

Direct peers

• Five9: Pure-play cloud CCaaS provider serving enterprises across multiple verticals. Directly competes with T-Metrics' CX-2025 cloud offering in omnichannel contact center, ACD, AI, and workforce engagement, with significantly larger scale and brand presence.
• NICE CXone: Enterprise CCaaS and workforce engagement platform with deep analytics and AI capabilities. Competes head-to-head with T-Metrics in regulated, large-enterprise environments and represents the most feature-comparable competitor in the market.
• Genesys: Major omnichannel CCaaS provider serving enterprises globally. Cloud-native Genesys Cloud competes directly with T-Metrics on omnichannel routing, AI, and integration breadth, with comparable multi-vertical footprint.
• 8x8: Cloud communications and contact center vendor offering UCaaS combined with CCaaS. Overlaps with T-Metrics in omnichannel routing, AI, and enterprise integrations across multiple verticals.

Broad incumbents

• Cisco (Webex Contact Center): Incumbent UC and contact center vendor with Webex Contact Center. Competes with T-Metrics but as part of a much broader portfolio; T-Metrics is a Cisco integration partner, making them simultaneously complementary and competitive.
• Avaya: Legacy enterprise communications incumbent with both on-prem and cloud contact center offerings. Strategic partner of T-Metrics (2020) supplying the underlying UC platform for many T-Metrics deployments, creating a hybrid partner/competitor dynamic.
• RingCentral: UCaaS and RingCentral CX (CCaaS) provider. T-Metrics integrates over-the-top of RingCentral, but RingCentral's own contact center offering addresses portions of the same customer use cases.
• Zoom (Zoom Contact Center): Zoom's expanding contact center offering competes with T-Metrics while remaining an integration partner (2022). As Zoom scales its CCaaS business, it pressures T-Metrics in commercial and SMB segments.

Market position

Strengths5 records

Weaknesses5 records

Competitive moat5 records

Key risks6 records

Key highlights7 records

Customer concentration

• Xx.com/tmetrics
• Facebookfacebook.com/TMetrics

Compliance5 records

Revenue estimate

Valuation estimate

Number of profiles

Profiles1 record

Funding overview

Funding rounds

Investors

Funding detail is available on the Subscription and Enterprise plan.Contact sales →

M&A

Investments

M&A and investment is available on the Subscription and Enterprise plan.Contact sales →

Frequently asked questions about T-Metrics