Versatile and Compatible
The Matrix is compatible with various types of telecom interfaces like
Analogue, Digital, VOIP and ISDN-PRI/BRI. Matrix operates with most
of the leading telephone system providers like Avaya®, Cisco®, Nortel®,
Ericsson®, Siemens®, Alcatel®, Panasonic® and other popular names.
Web-based Administration
The Matrix is deployed on a web-enabled interface allowing access to
voice data through the remote-login functionality. With an easy to use
one-touch administration feature, voice-data can be retrieved and
listened-to remotely from anywhere around the globe.
Recording on Demand
The recording engine allows the administrator to configure recording
triggers for on-demand recording at the agent console, and/ or for specific
pre-defined events.
AQM - Agent Quality Monitor
The Matrix provides comprehensive agent evaluation tools that may be
used for quality evaluation purposes to optimize productivity. The AQM
module is equipped with a broad range of templates for generating
evaluation forms and agent reports. This optional feature is available with
free seating management. The Matrix also provides an option to integrate
with third party evaluation tools.
Screen Capture ModuleThe Matrix has optional capability to capture the agent screen events for
training and quality monitoring purposes.
Open APIs for Seamless IntegrationThe advanced configurable software engine provides an ideal integration
platform with open APIs for seamless deployment on any existing IT
backbone. This optional feature ensures minimal restructuring and
downtime, in addition to savings on procuring new infrastructure. Evaluation
tools, CRM, other applications and databases can be easily
integrated using Matrix’s open APIs.