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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