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&newsText=<B><font color="#516A80">03.20.2006</font></B><BR><A href="javascript:go('news032006')"><u>Tier3SME Announces First Release of T3CA for a 6,000 seat Federal Agency </u></A><BR><BR><B><font color="#516A80">11.28.2005</font></B><BR><A href="javascript:go('news112805')"><u>Tier3SME Completes Cisco IPCC Software Upgrades for City Government Customer</u></A><BR><BR><B><font color="#516A80">09.30.2005</font></B><BR><A href="javascript:go('news093005')"><u>Tier3SME Selected to Provide T3 Contact Administrator Solution to 6,000 seat Federal Agency</u></A><BR><BR><B><font color="#516A80">8.3.2005</font></B><BR><A href="javascript:go('news080305')"><u>Tier3SME Launches New Website</u></A><BR><BR><B><font color="#516A80">8.1.2005</font></B><BR><A href="javascript:go('news080105')"><u>Tier3SME Announces New Feature Availability: Business Rule Automation</u></A><BR><BR><B><font color="#516A80">7.11.2005</font></B><BR><A href="javascript:go('news071105')"><u>Tier3SME Selected to Provide T3 Custom Consolidated Reporting Solution for Existing IVR Self-Service Client</u></A><BR><BR><B><font color="#516A80">6.15.2005</font></B><BR><A href="javascript:go('news061505')"><u>Tier3SME Healthcare Client Adds 20 Business Rules</u></A><BR><BR><B><font color="#516A80">1.3.2005</font></B><BR><A href="javascript:go('news010305')"><u>Tier3SME Commences Development of T3CA Automation</u></A><BR><BR><B><font color="#516A80">11.19.2004</font></B><BR><A href="javascript:go('news111904')"><u>One of US 20 Largest Cities signs contract to implement and deploy T3 Contact Administrator</u></A><BR><BR><B><font color="#516A80">11.14.2004</font></B><BR><A href="javascript:go('news111404')"><u>Tier3SME goes live with large Government Agency</u></A><BR><BR><B><font color="#516A80">9.21.2004</font></B><BR><A href="javascript:go('news092104')"><u>Tier3SME Announces Commercial Availability of T3 Real-Time Dashboard</u></A><BR><BR><B><font color="#516A80">9.12.2004</font></B><BR><A href="javascript:go('news091204')"><u>Tier3SME has been awarded a Provisional Patent for their T3 Contact Administrator solution</u></A><BR><BR><B><font color="#516A80">8.24.2004</font></B><BR><A href="Success Story 1.pdf" target="_blank"><u>Tier3SME Contact Administration Success Story</u></A><BR><BR><B><font color="#516A80">6.14.2004</font></B><BR><A href="javascript:go('news061404')"><u>Tier3SME Provides ICM Consulting with Symposium Call Center for Global Vessel Shipping Company</u></A><BR><BR><B><font color="#516A80">6.9.2004</font></B><BR><A href="javascript:go('news060904')"><u>Tier3SME today announces availability of their proprietary Cisco IPCC Custom Reporting Methodology</u></A><BR><BR>&

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&homeText=       Tier3SME professionals have invested over 15 years in listening to customer business needs in the contact center marketplace and leveraged that knowledge to design and build Contact Center Reporting and Business Rule Management products that Empower the Business User [:tm:]. This is accomplished by providing business users greater visibility of their contact center performance metrics while concurrently providing the autonomy to implement informed, real-time business rule changes by non-technical users.<BR><BR>       We believe business users and management of the contact center deserve the ability to independently administer contact routing and service changes without requiring access to technical resources. T3 products advance our clients ability to implement business driven management decisions by focusing on the critical translation between business requirements and technology. Using best practices based upon proven methodologies, Tier3SME combines industry standard applications from Cisco and Avaya with T3 branded enhancement products. The result is best of breed, best in industry solutions that simultaneously address our clients technological and business driven requirements.&

&header131=T3 Contact Administrator
&header141=T3 Real-Time Dashboard
&header151=T3 Custom Consolidated Reporting

&t3ca=The T3CA web interface allows the management of business rules by non-technical staff.&

&t3rtd=Based upon user defined filters and thresholds T3RTD provides all pertinent contact center metrics in in a single view.&

&t3ccr=T3CCR is a collection of historical reporting and information exchange solutions for managing Contact Center operations.&


//------------- NEWS -------------

&newsTextFull=<B><font color="#516A80">03.20.2006</font></B><BR><A href="javascript:news('news032006')"><u>Tier3SME Announces First Release of T3CA for a 6,000 seat Federal Agency </u></A><BR><BR><B><font color="#516A80">11.28.2005</font></B><BR><A href="javascript:news('news112805')"><u>Tier3SME Completes Cisco IPCC Software Upgrades for City Government Customer</u></A><BR><BR><B><font color="#516A80">09.30.2005</font></B><BR><A href="javascript:news('news093005')"><u>Tier3SME Selected to Provide T3 Contact Administrator Solution to 6,000 seat Federal Agency</u></A><BR><BR><B><font color="#516A80">8.3.2005</font></B><BR><A href="javascript:news('news080305')"><u>Tier3SME Launches New Website</u></A><BR><BR><B><font color="#516A80">8.1.2005</font></B><BR><A href="javascript:news('news080105')"><u>Tier3SME Announces New Feature Availability: Business Rule Automation</u></A><BR><BR><B><font color="#516A80">7.11.2005</font></B><BR><A href="javascript:news('news071105')"><u>Tier3SME Selected to Provide T3 Custom Consolidated Reporting Solution for Existing IVR Self-Service Client</u></A><BR><BR><B><font color="#516A80">6.15.2005</font></B><BR><A href="javascript:news('news061505')"><u>Tier3SME Healthcare Client Adds 20 Business Rules</u></A><BR><BR><B><font color="#516A80">1.3.2005</font></B><BR><A href="javascript:news('news010305')"><u>Tier3SME Commences Development of T3CA Automation</u></A><BR><BR><B><font color="#516A80">11.19.2004</font></B><BR><A href="javascript:news('news111904')"><u>One of US 20 Largest Cities signs contract to implement and deploy T3 Contact Administrator</u></A><BR><BR><B><font color="#516A80">11.14.2004</font></B><BR><A href="javascript:news('news111404')"><u>Tier3SME goes live with large Government Agency</u></A><BR><BR><B><font color="#516A80">9.21.2004</font></B><BR><A href="javascript:news('news092104')"><u>Tier3SME Announces Commercial Availability of T3 Real-Time Dashboard</u></A><BR><BR><B><font color="#516A80">9.12.2004</font></B><BR><A href="javascript:news('news091204')"><u>Tier3SME has been awarded a Provisional Patent for their T3 Contact Administrator solution</u></A><BR><BR><B><font color="#516A80">8.24.2004</font></B><BR><A href="Success Story 1.pdf" target="_blank"><u>Tier3SME Contact Administration Success Story</u></A><BR><BR><B><font color="#516A80">6.14.2004</font></B><BR><A href="javascript:news('news061404')"><u>Tier3SME Provides ICM Consulting with Symposium Call Center for Global Vessel Shipping Company</u></A><BR><BR><B><font color="#516A80">6.9.2004</font></B><BR><A href="javascript:news('news060904')"><u>Tier3SME today announces availability of their proprietary Cisco IPCC Custom Reporting Methodology</u></A><BR><BR>&

&initNews=news032006&

&news032006=<b>03/20/2006 Tier3SME Announces First Release of T3CA for a 6,000 seat Federal Agency</b><BR><BR>Today, Tier3SME is pleased to announce the delivery of T3CA Release 1 of 2 for the Federal Agency identified in the press release on September 30, 2005<BR><BR>The T3 Contact Administrator (T3CA) solution now provides the customer, one of the largest Federal Agencies, an interface to enable non-technical management personnel within the Contact Center to manage business rules for contact routing and associated workflow.  This allows contact routing and workflow changes to be made quicker with greater accuracy through a secure interface, reduces or eliminates dependency on IT and Telecom Resources, enables real-time business rules changes, significantly reduces or eliminates configuration and scripting permutations and provides a tracking mechanism for understanding performance improvements by tracking implemented business rules.<BR><BR>The result is improved contact center performance, reduced administrative costs, and stronger change management with greater accuracy by providing business personnel with the ability to manage business driven changes in real-time within the contact center.<BR><BR>This engagement represents yet another large environment electing Tier3SME products to enhance their mission critical contact center operations. <BR><BR>T3 Contact Administrator is Tier3SME's first and primary product. The product can be enhanced with T3 Real-time Dashboard (T3RTD), as implemented with this Federal Agency, which provides all pertinent contact center metrics in a single view, limits the data presented based upon user defined thresholds and filters and introduces intelligence by identifying causes for service level and performance issues. T3CA also integrates with T3 Custom Consolidated Reporting [T3CCR] which provides the ability to measure performance and customer treatment from self-service and agent based interactions including detailed metrics on distinct workflows, success rates, partial success, technical issues, efficiency, call dispositions, and usability.<BR><BR>More information about Tier3SME products is available on the companies website, www.tier3sme.com<BR><BR><b>ABOUT Tier3SME, Inc.</b><BR><BR>Tier3SME [Third Tier Subject Matter Experts], has leveraged over 15 years of client feedback in the contact center marketplace to design and build Contact Center Reporting and Business Rule Management products that Empower the Business User [:tm:]. The result is greater visibility to contact center performance metrics while concurrently providing the autonomy to for non-technical users to implement informed, real-time business rule changes.<BR><BR>Tier3SME products advance clients ability to implement business driven management decisions within the contact center environment by focusing on the critical translation between business requirements and technology. Using best practices based upon proven methodologies, Tier3SME implements it's own T3 branded best of breed, best in industry solutions that simultaneously address our client's technological and business driven requirements.<BR><BR>Tier3SME's list of clients includes corporations that operate medium and large contact centers in the insurance, transportation, health and pharmaceutical, medical and financial sectors as well as State and Federal Government Agencies.<BR>
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&news093005=<b>09/30/2005 Tier3SME Selected to Provide T3 Contact Administrator Solution to 6,000 seat Federal Agency</b><BR><BR>Today, Tier3SME is pleased to announce their Contact Administrator (T3CA) solution has been selected to improve business operations of a multi-site Contact Center environment for a large Federal Agency. This project aims to ease the burden associated with making changes to the contact routing, service, business rules, and caller treatment logic. Currently, the agency is required to access numerous interfaces to manage configuration and troubleshoot operation of the multi-vendor contact center components. At a high-level, Tier3SME will provide the agency with a consolidated administration solution navigated by an Internet Web Browser where proven changes for contact routing, service, business rules, and overall customer treatment are made from a single interface. Tier3SME accomplishes this through their industry proven T3 Contact Administrator product.<BR><BR>The consolidated administration solution via T3CA extends across Cisco Systems Intelligent Contact Management (ICM), Nortel IVR's, Avaya ACD's, Inter-Exchange Carrier Toll Free Routing platform, and Custom (home grown) data repositories.  <BR><BR>Tier3SME will be providing two releases of T3CA for the agency within the scope of this contract. The first release will occur in Q1 (calendar) of 2006 and will include Cisco, Nortel, Avaya, and Toll Free Routing platform integration features readily available from previous T3CA deployments. The second release will occur in Q2 (calendar) of 2006 and will add the customized data repository integrations with unique routing rules for the agency not previously contained within the T3CA portfolio.<BR><BR>More information about Tier3SME products is available on the companies website, www.tier3sme.com<BR><BR><b>ABOUT Tier3SME, Inc.</b><BR><BR>Tier3SME [Third Tier Subject Matter Experts], has leveraged over 15 years of client feedback in the contact center marketplace to design and build Contact Center Reporting and Business Rule Management products that Empower the Business User [:tm:]. The result is greater visibility to contact center performance metrics while concurrently providing the autonomy to for non-technical users to implement informed, real-time business rule changes.<BR><BR>Tier3SME products advance clients ability to implement business driven management decisions within the contact center environment by focusing on the critical translation between business requirements and technology. Using best practices based upon proven methodologies, Tier3SME implements it's own T3 branded best of breed, best in industry solutions that simultaneously address our client's technological and business driven requirements.<BR><BR>Tier3SME's list of clients includes corporations that operate medium and large contact centers in the insurance, transportation, health and pharmaceutical, medical and financial sectors as well as State and Federal Government Agencies.<BR>
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&news112805=<b>11/28/2005 Tier3SME Completes Cisco IPCC Software Upgrades for City Government Customer</b><BR><BR>Today, Tier3SME is pleased to announce the successful completion of Cisco IPCC software upgrade project for Intelligent Contact Management (ICM), Cisco IPIVR with Text-to-Speech, and Cisco CallManager. The upgrades provide the customer with features previously not available including Silent Monitoring and Contact Center Reporting improvements deemed necessary for proper contact center operations. In addition, the upgrades are recommended for vendor support should any issues arise regarding product operation.<BR><BR>Although services independent of Tier3SME application deployment are not a focus for the company, Tier3SME continues to support key customers in optimizing the integrity of their contact center solutions.<BR><BR> <b>ABOUT Tier3SME, Inc.</b><BR><BR>Tier3SME [Third Tier Subject Matter Experts], has leveraged over 15 years of client feedback in the contact center marketplace to design and build Contact Center Reporting and Business Rule Management products that Empower the Business User [:tm:]. The result is greater visibility to contact center performance metrics while concurrently providing the autonomy to for non-technical users to implement informed, real-time business rule changes.<BR><BR>Tier3SME products advance clients ability to implement business driven management decisions within the contact center environment by focusing on the critical translation between business requirements and technology. Using best practices based upon proven methodologies, Tier3SME implements it's own T3 branded best of breed, best in industry solutions that simultaneously address our client's technological and business driven requirements.<BR><BR>Tier3SME's list of clients includes corporations that operate medium and large contact centers in the insurance, transportation, health and pharmaceutical, medical and financial sectors as well as State and Federal Government Agencies.<BR>
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&news080305=<b>8/3/2005 Tier3SME Launches New Website</b><BR><BR>Tier3SME has launched their new website, www.tier3sme.com. The website showcases the firms three product offerings; T3 Contact Administrator, T3 Real-time Dashboard, and T3 Custom Consolidated Reporting.<BR><BR>Tier3SME is a creative and technological powerhouse, constantly producing and integrating new ideas, new designs, new functionality and new contact center enhancement solutions.<BR><BR>"The launch of this website better reflects the firms capabilities and accomplishments, allowing potential clients, partners, and implementation partners to explore the full range of Tier3SME solutions and client success stories." stated Jeff Snell, the companies COO.<BR><BR>Since its launch in 2001, Tier3SME has developed a reputation for innovative and high quality products that enhance the ability to monitor and manage contact center operations. <BR><BR>The site will also serve as an online accessible repository for product brochures, marketing information, client contact, customer support, and developer interaction.<BR><BR><b>ABOUT Tier3SME, Inc.</b><BR><BR>Tier3SME [Third Tier Subject Matter Experts], has leveraged over 15 years of client feedback in the contact center marketplace to design and build Contact Center Reporting and Business Rule Management products that Empower the Business User [:tm:]. The result is greater visibility to contact center performance metrics while concurrently providing the autonomy to for non-technical users to implement informed, real-time business rule changes.<BR><BR>Tier3SME products advance clients ability to implement business driven management decisions within the contact center environment by focusing on the critical translation between business requirements and technology. Using best practices based upon proven methodologies, Tier3SME implements it's own T3 branded best of breed, best in industry solutions that simultaneously address our client's technological and business driven requirements.<BR><BR>Tier3SME's list of clients includes corporations that operate medium and large contact centers in the insurance, transportation, health and pharmaceutical, medical and financial sectors as well as State and Federal Government Agencies.<BR>
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&news080105=<b>8/1/2005 Tier3SME Announces New Feature Availability: Business Rule Automation</b><BR><BR>Tier3SME announced today availability of their ground breaking Business Rule Automation feature within their existing T3 Contact Administrator enhancement product.<BR><BR>Jesse Reed, one of the companies founders and lead architect stated "After eight months of intense development and testing we are proud to announce that business rule automation is now a reality."<BR><BR>T3 Contact Administrator Artificial Intelligence (T3CA/AI) builds upon T3 Contact Administrators highly successful business rules management methodology by allowing the contact center manager to activate automation and allow T3CA/AI to automatically affect changes within their contact center environment based upon predefined logic maps.  Now contact center managers can opt to activate pre-defined business rule escalations from the existing business rules repository within T3 Contact Administrator. This new feature within Contact Administrator insures seamless and consistent 24/7/365 treatment of service level issues without the requirement of manual evaluation and execution.<BR><BR>Completion of this significant feature enhancement was accomplished within the anticipated development window.<BR><BR><b>ABOUT Tier3SME, Inc.</b><BR><BR>Tier3SME [Third Tier Subject Matter Experts], has leveraged over 15 years of client feedback in the contact center marketplace to design and build Contact Center Reporting and Business Rule Management products that Empower the Business User [:tm:]. The result is greater visibility to contact center performance metrics while concurrently providing the autonomy to for non-technical users to implement informed, real-time business rule changes.<BR><BR>Tier3SME products advance clients ability to implement business driven management decisions within the contact center environment by focusing on the critical translation between business requirements and technology. Using best practices based upon proven methodologies, Tier3SME implements it's own T3 branded best of breed, best in industry solutions that simultaneously address our client's technological and business driven requirements.<BR><BR>Tier3SME's list of clients includes corporations that operate medium and large contact centers in the insurance, transportation, health and pharmaceutical, medical and financial sectors as well as State and Federal Government Agencies.<BR>
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&news071105=<b>7/11/2005 Tier3SME Selected to Provide T3 Custom Consolidated Reporting Solution for Existing IVR Self-Service Client.</b><BR><BR>The T3 Custom Consolidated Reporting (T3CCR) solution will provide the customer, one of the largest healthcare related firms in the world, with the ability to measure performance and customer treatment from self-service interactions including detailed metrics on distinct workflows, success rates, partial success, technical issues, efficiency, call dispositions, and usability.<BR><BR>This engagement reflects yet another example where contact center management has chosen to integrate an additional component of the Tier3SME Product Solutions Suite after successful implementation and adoption of T3 Contact Administrator.<BR><BR>T3 Custom Consolidated Reporting (CCR) is the Tier3SME's product suite focused on providing business management with operational contact center metrics allowing management personnel to reach conclusions immediately without need for exhaustive data collection, analysis, or interpretation. With CCR, the solution merges and analyzes data so business management personnel can focus on maximizing efficiency and performance.  More information about T3CCR is available on the companies website, www.tier3sme.com.<BR><BR><b>ABOUT Tier3SME, Inc.</b><BR><BR>Tier3SME [Third Tier Subject Matter Experts], has leveraged over 15 years of client feedback in the contact center marketplace to design and build Contact Center Reporting and Business Rule Management products that Empower the Business User [:tm:]. The result is greater visibility to contact center performance metrics while concurrently providing the autonomy to for non-technical users to implement informed, real-time business rule changes.<BR><BR>Tier3SME products advance clients ability to implement business driven management decisions within the contact center environment by focusing on the critical translation between business requirements and technology. Using best practices based upon proven methodologies, Tier3SME implements it's own T3 branded best of breed, best in industry solutions that simultaneously address our client's technological and business driven requirements.<BR><BR>Tier3SME's list of clients includes corporations that operate medium and large contact centers in the insurance, transportation, health and pharmaceutical, medical and financial sectors as well as State and Federal Government Agencies.<BR>
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&news061505=<B>6/15/2005 Tier3SME Healthcare Client Adds 20 Business Rules</b><BR><BR>Today Tier3SME has announced that 20 additional Business Rules have been identified for enhancement of the Contact Administrator solution installed at one of their largest clients.<BR><BR>In December of 2003, Tier3SME activated the Contact Administrator solution into production at the client's facilities. The solution has reduced costs associated with administrative maintenance of the IPCC system and has significantly improved service level performance with their end clients. Since the original implementation, additional business rules have been requested for inclusion with the existing Contact Administrator solution.<BR><BR>These additional Business Rules will serve to continue easing the burden associated with making changes in contact routing logic. Design updates will also allow new business rules to be managed through the Contact Administrator interface. The web-based administrative interface will be updated to allow authenticated employees to modify the data records for new business rules. This functionality will extend existing version control and audit mechanisms for new business rules as well as enable quick "roll-back" to a previous version of a data record for a program.<BR><BR>            <b>The new business rules include:</b><BR><BR>1.       Tier3SME will enable the customer to define the maximum number of minutes a call can be left in queue on a per program basis.<BR><BR>2.       Customer will be able to set Queue Priority for programs in an effort to prevent callers for smaller programs from waiting in queue longer due to call volume from larger programs.<BR><BR>3.       With the addition of a second contact channel, Tier3SME will provide the customer with the ability to define the priority for each contact channel. Contact Channel Priority Fields will be created for Email and Voice per program as well as Web in the event this channel is leveraged in the future.<BR><BR>4.       Email and Web channels will be enhanced such that separate hours of operation will be available for Email and Web contacts from the current "Voice" definitions for Programs.<BR><BR>5.       Tier3SME will provide Area Code Routing.  This will be accomplished by segmenting call routing and analyzing the Area Code (NPA) within the ANI field of the Pre-Route and Post-Route requests. The Contact Administrator interface will then provide the ability to identify up to 5 groups of area codes per program. Each group will be limited to 15 separate 3-digit area codes and will identify routing instruction for Pre-Route and Post-Route contact handling. In the Pre-Route, analysis of these values will identify the predetermined site or preference flag for routing the contact. In the Post-Route, this business rule will identify the agent or skill group assigned to handle the contact.<BR><BR>This engagement builds upon Tier3SME's 100% success rate of clients opting to invest in additional business rule integration within T3 Contact Administrator.<BR><BR>
<b>ABOUT T3 Contact Administrator:</b><BR><BR>T3 Contact Administrator (T3CA) provides an interface to enable management personnel within the Contact Center to manage business rules for contact routing, services, and associated workflow.<BR><BR>Cisco Intelligent Contact Management (ICM), Avaya MultiVantage, and similar products in the marketplace are effective in making real-time routing decisions based on pre-configured rules, but fall short of empowering business personnel to manage use of business rules for contact center operation. T3CA fills this void.<BR><BR><b>ABOUT Tier3SME, Inc.</b><BR><BR>Tier3SME [Third Tier Subject Matter Experts], has leveraged over 15 years of client feedback in the contact center marketplace to design and build Contact Center Reporting and Business Rule Management products that Empower the Business User [:tm:]. The result is greater visibility to contact center performance metrics while concurrently providing the autonomy to for non-technical users to implement informed, real-time business rule changes.<BR><BR>Tier3SME products advance clients ability to implement business driven management decisions within the contact center environment by focusing on the critical translation between business requirements and technology. Using best practices based upon proven methodologies, Tier3SME implements it's own T3 branded best of breed, best in industry solutions that simultaneously address our client's technological and business driven requirements.<BR><BR>Tier3SME's list of clients includes corporations that operate medium and large contact centers in the insurance, transportation, health and pharmaceutical, medical and financial sectors as well as State and Federal Government Agencies.<BR>&

&news010305=<B>1/3/2005 Tier3SME Commences Development of T3CA Automation </B><BR><BR>Tier3SME announced today a ground breaking initiative to implement automation within their existing T3 Contact Administrator enhancement product.<BR><BR>Currently, non-technical T3 Contact Administrator contact center managers are able to respond to real time conditions within their environment with the click of a mouse button activating pre-defined business rules from the business rules repository.<BR><BR>T3 Contact Administrator Artificial Intelligence (T3CA/AI) builds upon the solutions highly successful business rules management methodology by allowing the contact center manager to turn on automation and allow T3CA/AI to automatically affect business rule changes within their contact center environment based upon predefined logic maps that evaluate performance metrics of the contact center.<BR><BR>Pre-launch development efforts are anticipated through fourth quarter 2005.<BR><BR><b>ABOUT Tier3SME, Inc.</b><BR><BR>Tier3SME [Third Tier Subject Matter Experts], has leveraged over 15 years of client feedback in the contact center marketplace to design and build Contact Center Reporting and Business Rule Management products that Empower the Business User [:tm:]. The result is greater visibility to contact center performance metrics while concurrently providing the autonomy to for non-technical users to implement informed, real-time business rule changes.<BR><BR>Tier3SME products advance clients ability to implement business driven management decisions within the contact center environment by focusing on the critical translation between business requirements and technology. Using best practices based upon proven methodologies, Tier3SME implements it's own T3 branded best of breed, best in industry solutions that simultaneously address our client's technological and business driven requirements.<BR><BR>Tier3SME's list of clients includes corporations that operate medium and large contact centers in the insurance, transportation, health and pharmaceutical, medical and financial sectors as well as State and Federal Government Agencies.<BR>&

&news111904=<b>11/19/2004 One of US 20 Largest Cities signs contract to implement and deploy T3 Contact Administrator</b><BR><BR>One of the 20 largest cities in the United States has signed an agreement with Tier3SME, Inc. to implement the companies T3 Contact Administrator (T3CA) product. The customer required a business rules interface to allow non-technical personnel to manage contact routing. The customer further required the business rules management application to support segmented security groups for partitioning business rules across the various departments. Cisco's product portfolio does not contain a business rules management application supporting the customer's needs.<BR><BR>Upon project completion, Cisco IPCC technical resources will not be required to invoke business level decisions as T3CA provides a business level interface into the Cisco IPCC contact center environment so changes can be made by authorized users at the "click of a button" using a standard web browser.<BR><BR>The project will span approximately 2 months and is scheduled for completion in February 2005.<BR><BR><b>ABOUT T3 Contact Administrator:</b><BR><BR>T3 Contact Administrator (T3CA) provides an interface to enable management personnel within the Contact Center to manage business rules for contact routing and associated workflow.<BR><BR>Cisco Intelligent Contact Management (ICM), Avaya MultiVantage, and similar products in the marketplace are effective in making real-time routing decisions based on pre-configured rules, but fall short of empowering business personnel to manage use of business rules for contact center operation. T3CA fills this void.<BR><BR><b>ABOUT Tier3SME, Inc.</b><BR><BR>Tier3SME [Third Tier Subject Matter Experts], is a Professional Services Consulting firm with significant architecture experience critical to managing solution touch points and dependencies within Contact Center and IP (Internet Protocol) Telephony environments. To insure tight integration between vendor components, the company also maintains a dedicated development staff to addresses Computer Telephony Integration (CTI) and Customized Reporting requirements.<BR><BR>The companies' objective is to advance clients ability to implement business driven management decisions within the contact center environment by focusing on the critical translation between business requirements and technology. Using best practices based upon proven methodologies, Tier3SME combines industry standard applications from Cisco and Avaya with T3 branded enhancement products. The result is best of breed, best in industry solutions that simultaneously address our client's technological and business driven requirements.<BR><BR>Tier3SME's list of clients includes corporations that operate medium and large contact centers in the insurance, transportation, health and pharmaceutical, medical and financial sectors as well as State and Federal Government Agencies.
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&news111404=<b>11/14/2004 Tier3SME goes live with large Government Agency</b><BR><BR>Tier3SME, Inc. announces the activation of a multi-site contact center solution consisting of six call centers / two data centers leveraging Avaya G3 ACDs, Periphonics IVRs, Cisco Intelligent Contact Management, and Tier3SME Real-Time Dashboard and Custom Consolidated Reporting products. The solution processed over 110,000 contacts with new routing rules and features on of the first day of production.<BR><BR>On behalf of one of the largest US Government Agencies, Tier3SME has designed and implemented a comprehensive upgrade to all Cisco ICM components encompassing twenty servers within the solution. The goal of the solution was to leverage Pre-Routing with the Inter-Exchange Carrier (IXC), Centralized IVR services with access to customer data, and Cisco's Intelligent Call Management (ICM) product to make intelligent decisions on how to route toll-free calls.<BR><BR><b>ABOUT Tier3SME, Inc.</b><BR><BR>Tier3SME [Third Tier Subject Matter Experts], is a Professional Services Consulting firm with significant architecture experience critical to managing solution touch points and dependencies within Contact Center and IP (Internet Protocol) Telephony environments. To insure tight integration between vendor components, the company also maintains a dedicated development staff to addresses Computer Telephony Integration (CTI) and Customized Reporting requirements.<BR><BR>The companies' objective is to advance clients ability to implement business driven management decisions within the contact center environment by focusing on the critical translation between business requirements and technology. Using best practices based upon proven methodologies, Tier3SME combines industry standard applications from Cisco and Avaya with T3 branded enhancement products. The result is best of breed, best in industry solutions that simultaneously address our client's technological and business driven requirements.<BR><BR>Tier3SME's list of clients includes corporations that operate medium and large contact centers in the insurance, transportation, health and pharmaceutical, medical and financial sectors as well as State and Federal Government Agencies.
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&news092104=<b>9/21/2004 Tier3SME Announces Commercial Availability of T3 Real-Time Dashboard</b><BR><BR>Tier3SME's latest product, T3 Real-Time Dashboard [T3RTD] is a Real-Time Dashboard that empowers Contact Center Management and supervisor effectiveness resulting in direct performance improvement against service level metrics.<BR><BR>T3RTD is an intelligent real-time reporting console that accomplishes three objectives; Providing all pertinent contact center metrics in a real-time single view, limiting the presented data using user defined faults and thresholds, and automating extrapolation to identify faults, service level issues, and recommend solutions.<BR><BR>When coupled with the companies T3 Contact Administrator [T3CA] product offering business users can also quickly update business rules to address reported issues.
T3CA represents a significant new method by which clients can simultaneously improve quality and reduce operational costs within the contact center.<BR><BR><b>About T3 Real-Time Dashboard</b><BR><BR>T3 Real-Time Dashboard (RTD) is an intelligent real-time reporting console that provides all pertinent contact center metrics in a single view, pre-analyzes and correlates data for the business user, and identifies resolutions for service level issues. Using any web browser, T3RTD collects real-time data from your contact center environment and presents pertinent information including Agent, Skill Group, Queue, IVR, and Routing data needed to best manage the ever changing operation of your contact center. T3RTD's key features are data collection from disparate systems, automated data updates at user selectable intervals, and an easy to interpret dashboard which highlights call center stress points and provides escalation based upon user defined thresholds.<BR><BR><b>ABOUT Tier3SME, Inc.</b><BR><BR>Tier3SME [Third Tier Subject Matter Experts], is a Professional Services Consulting firm with significant architecture experience critical to managing solution touch points and dependencies within Contact Center and IP (Internet Protocol) Telephony environments. To insure tight integration between vendor components, the company also maintains a dedicated development staff to addresses Computer Telephony Integration (CTI) and Customized Reporting requirements.<BR><BR>The companies' objective is to advance clients ability to implement business driven management decisions within the contact center environment by focusing on the critical translation between business requirements and technology. Using best practices based upon proven methodologies, Tier3SME combines industry standard applications from Cisco and Avaya with T3 branded enhancement products. The result is best of breed, best in industry solutions that simultaneously address our client's technological and business driven requirements.<BR><BR>Tier3SME's list of clients includes corporations that operate medium and large contact centers in the insurance, transportation, health and pharmaceutical, medical and financial sectors as well as State and Federal Government Agencies.
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&news091204=<b>9/12/2004 - Tier3SME has been awarded a Provisional Patent for their T3 Contact Administrator solution</b><BR><BR>The T3 Contact Administrator web interface allows call routing changes with a click of a mouse providing your team the control it needs to ensure changes made within the environment are fast and accurate.  T3CA clients site dramatic reductions in the time required to properly update scripts for weather, holiday, or emergency situations while also allowing authorized non-technical staff to make accurate changes when needed.  The result is reduced administrative costs, reduced ICM script modification time with higher accuracy, and the ability to implement real time business driven changes to to your contact center.<BR><BR>Tier3SME is a professional services consulting company formed by individuals with significant expertise in Contact Center and IP (Internet Protocol) Telephony technologies and business requirements. Its employees have the experience and skills required to review a Customer's Call center needs and to design a customized solution that allows standard applications to be successfully implemented. This expertise is what sets the Company apart from others. Tier3SME will architect the data networks, computing platforms and contact routing applications necessary to ensure the success of the project.<BR><BR>Tier3SME's customers are companies with contact or call centers in diverse industries including Government Agencies. For more information visit www.tier3SME.com or contact <a href="mailto:sales@tier3sme.com"><u>sales@tier3sme.com</u></a>
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&news061404=<b>6/14/2004 Tier3SME Provides ICM Consulting with Symposium Call Center for Global Vessel Shipping Company</b><BR><BR>Tier3SME, Inc. has been selected to provide ICM Consulting services by a partner to assist in delivering a multi-site contact center solution for a global vessel shipping company. The solution included Cisco's Intelligent Contact Management (ICM) for contact routing and Computer Telephony Integration (CTI) as well as traditional Automatic Call Distribution (ACD) services via Nortel Symposium. The project served to improve contact routing and enable greater efficiencies through automation of customer data exchanges.<BR><BR>Tier3SME will provide the necessary consulting and services to ensure the proper functioning of the solution including implementation of best practices with Nortel Symposium, ICM scripting, and general data networking strategies.<BR><BR><b>ABOUT Tier3SME, Inc.</b><BR><BR>Tier3SME [Third Tier Subject Matter Experts], is a Professional Services Consulting firm with significant architecture experience critical to managing solution touch points and dependencies within Contact Center and IP (Internet Protocol) Telephony environments. To insure tight integration between vendor components, the company also maintains a dedicated development staff to addresses Computer Telephony Integration (CTI) and Customized Reporting requirements.<BR><BR>The companies' objective is to advance clients ability to implement business driven management decisions within the contact center environment by focusing on the critical translation between business requirements and technology. Using best practices based upon proven methodologies, Tier3SME combines industry standard applications from Cisco and Avaya with T3 branded enhancement products. The result is best of breed, best in industry solutions that simultaneously address our client's technological and business driven requirements.
Tier3SME's list of clients includes corporations that operate medium and large contact centers in the insurance, transportation, health and pharmaceutical, medical and financial sectors as well as State and Federal Government Agencies.
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&news060904=<b>6/9/2004 - Tier3SME today announces availability of their proprietary Cisco IPCC Custom Reporting Methodology</b><BR><BR>Tier3SME today announces availability of their proprietary Cisco IPCC Custom Reporting Methodology which addresses several critical issues in Cisco's native software reporting solution. With Tier3SME's reporting methodology, Cisco IPCC customers are no longer required to manually manipulate and subjectively interpret data for useable metrics.<BR><BR>In addition to improved formatting, data organization and custom report displays, Tier3SME has solved the 1+1=2 issue of contact report activity totals not being equal and inconsistent field definitions among reports causing apparent discrepancies in call center activity. Additionally, Tier3SME is able to provide consolidated contact reporting (also referred to as universal reporting) for environments leveraging Inbound Voice, Outbound Voice, Multi-channel (ex. Email) media, Dimension Data's Call Authorization and Tracking (CATT) application, and other data sources maximizing the operational and management value of call center reports.<BR><BR>The result is improved business level decision making enabled through accurate, timely, and ideally formatted reports. Improving reporting integrity with Tier3SME's reporting methodology will maximize customer confidence and solution satisfaction amongst call center administration and management personnel.<BR><BR>If you or your organization has struggled with output from standard reports, Tier3SME encourages you to contact them for a free evaluation of your call center environment. Tier3SME may be reached via email at <a href="mailto:sales@tier3sme.com"><u>sales@tier3sme.com</u></a> or phone 919.341.4718.
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//------------- MISSION -------------
&missionText=Tier3SME's mission is to design, develop, and deploy application enhancements to diverse Contact Center environments. Tier3SME enhancements focuses on extending the business side of Contact Center solutions to enable greater visibility to performance and simplify operations. The result is ground breaking, industry leading tools and applications that Empower the Business User [:tm:].<BR><BR>Tier3SME will continue to attract and retain the highest caliber team members, consultants, and implementation partners by providing an exciting and challenging work environment that rewards success, loyalty, and innovative thinking.<BR>&


//------------- CULTURE -------------
&cultText=Tier3SME's culture can be summarized as "Work Hard, Play Hard".  The key factor in Tier3SME employees perspective on work/life balance is that hard work earns the freedom to enjoy life. The harder we work, the more we enjoy everything about our personal and professional lives.<BR><BR><p align="center"><b><font color="#516A80">WE BRING OUR BEST TO EVERYTHING WE DO.</font></b></p><BR>Tier3SME sponsors RS Motorsport. Information about the racing team and events can be found at <a href="http://www.proscca.com" target="_blank"><u>www.proscca.com</u></a>.&

//------------- CAREERS -------------
&careerText=<b>Corporate Sales Executive</b><BR>TYPE: 1099 Contractor to W2 Full time <BR>CLASSIFICATION: Commissioned<BR><BR><b>Senior Project Manager</b><BR>TYPE: 1099 Contractor to W2 Full time <BR>CLASSIFICATION: Hourly to Salaried<BR><BR><b>Senior Developer</b><BR>Experience in deploying .NET, JAVA, and C based applications with Microsoft SQL Server and Oracle database integrations.<BR>TYPE: 1099 Contractor to W2 full time<BR>CLASSIFICATION: Hourly to Salaried<BR><BR><b>ICM/IPCC Engineer [Multiple Positions]</b><BR>TYPE: 1099 Contractor to W2 Full time<BR>CLASSIFICATION: Hourly to Salaried<BR><BR><b>Sr. IPCC Consultant</b><BR>R3-5 years experience with the design and implementation (staging, configuration and scripting) of the following Cisco products in multi-site IP Contact Center (IPCC) Enterprise environments.<BR>-Cisco IPIVR (3.X and 4.X)<BR>-Cisco ICM (version 4.6 through 7.0)<BR>Experience with Cisco ISN beneficial.<BR>Detailed Knowledge of Cisco CallManager and AVVID a plus, but basic product integration knowledge required.
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//------------- LEGAL -------------
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//------------- CONTACTS -------------
&page6_text9=2009 Caminos Street<BR>Raleigh, NC 27607<BR>Phone : (919) 341-4718<BR>Fax     : (919) 845-4074&
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