Contact Center

Distributed contact centers benefit from a single-point management environment that provides both individual site and multi-site, rolled-up reports for benchmarking performance and forecasting.

Matrix Integration can help you design and enhance the efficiency of any contact center organization by

• Simplifying business application integrations.
• Easing agent administration.
• Increasing agent flexibility.
• Providing efficiency to gain manpower resources.

These features reduce business costs and improve customer response for your contact center.

Contact Center Features

• Historical Reporting
• Call Recording
• Screen Pop
• Interactive Voice Response
• Real Time Monitoring
• Agent Forecasting
• Data Mining
• Internal Instant Messaging
• Multi Site Management
• Skills Based Routing
• Automated Schedules
• Employee Information Management
• Real Time Control of Agents
• One Point Database Admin
• Reader Board Messaging
• Queue Control
• Flexible Routing
• Threshold Alerting
• Expected-Wait-Times