APPLICATIONS

SOLUTIONS

Unified Communications (UC) 

UC has dramatically advanced over the past decade.   The prevalence of email, cell phones, and the internet has revolutionized the way we communicate.   The ability to send and receive information in an instant has placed greater demands on the speed to which we do business.   We now have immediate access to more information and we want to share it with our customers, employees and business partners.

UC allows you to communicate in more ways than ever before.   UC has brought the world of presence, mobility and unified messaging together.   Interactive Voice Response (IVR) systems let you make decisions with your voice and fingertips.  Or perhaps, speaking your choices via a Speech Recognition system is the preference for your business. 

No matter what you choose for your unified communications options, Matrix can assist you to determine the best solutions for your organization.  Business tools ranging from desktop UC applications to dual ring with cell phones give you the power to be responsive and mobile.  Employee’s become more productivity.  Your customers receive enhanced service levels and you retain their loyalty.  

Unified Communication (UC) Solutions for your organization: 

§         Unified Messaging – Server-based technology where all voice, email and
      faxes messages are stored on a single server.  This allows users to access
      voice messages from desktop email, web-based email and PDA email
      programs.

§         Integrated Messaging – Client-based unified messaging where all voice and
      fax messages remain on separate servers and email remains on the email
      server. 

§         Interactive Voice Response – selecting options with your voice (or
      fingertips) from your desktop or wireless phone. 

§         Speech Recognition – voice commands provide one-call productivity.  Allow
      speech recognition technology to help you locate employees, call 
      customers, and leave messages all in one call.  Connections are made
      more quickly from your office and more safely when you are on the road.  

§         Presence– provides real-time call control, visibility, and collaboration.    
      Real-time call routing is based on your Outlook calendar.   

Messaging unites with VoIP

Looking beyond network efficiency, VoIP enables a range of applications either not previously available or required significant integration or customization.  VoIP enables applications such as multimedia contact centers, integrated web and audio conferencing, and most notably unified communications.  Converged applications such as unified communications can take advantage of IP and enable companies to not only increase revenues and decrease costs, but enhance productivity and improve customer service. 

 
Contact Centers 

How do your customers contact you?  Do they call you? Fax you? Send you and email? Chat from your website?

Customer Contact Centers of today are built around offering the most convenient way for your customers to reach you.  Establishing a Contact Center that is responsive to your customer’s ability to communicate with you is imperative.  The ability to offer superior service is the most important element to retain customer loyalty.  

Creating a personalized customer experience will assist you in delivering on service levels.  Customer satisfaction is achieved when you are able to solve a problem, meet a need, process an order…deliver on the promise to fulfill commitments.  Contact Centers empower your customers by giving them the choice to choose how they conduct business transactions with you.    

The contact center of today are now transforming to IP contact centers.  IP contact centers are being deployed to provide seamless coverage and economies for organizations with multiple locations.  IP Telephony enables the call center and supports the use of agents from anywhere, including at home workers and road warriors. 

 The advantage of taking a contact center to the next level begins with voice server consolidation and virtual site consolidations.  These advantages help to reduce capital expenditures and ongoing maintenance costs while increasing staff productivity.

 At Matrix, you will find contact center applications and solutions that help you meet your customer’s expectations while growing your own business.  Matrix offers end-to-end solutions such as, contact center design and implementation, skills based routing, monitoring and recording, support services, and reporting. 

Mobility 

Communication systems now offer mobility to the workforce.  Businesses are becoming more savvy and efficient by leveraging mobility inside and outside of the office.  Mobility provides universal access to communication tools, information and applications which leads to increased productivity.  Today’s mobility applications allow you to access voice, email and fax messages from one mailbox.  It also enables the ability to dial one number to reach co-workers, customers and business partners no matter where they are located. 

Research has shown that today’s workers can be divided into four groups:  deskbound workers, home workers, campus workers and/or road warriors.  Most organizations can relate to these types of workers and need to be able to accommodate their employees.  

Mobility allows organizations to transform into real-time enterprises.  Companies who embrace mobility can interact with employees more efficiently, streamline the ability to conduct transactions with business partners, and be more responsive to customers. 

Matrix Communications can help you determine the right mobility products and applications for your business.  Our engineers and network architects can provide direction to ensure your mobility solutions are deployed successfully.  Contact a Matrix Communications representative today at 763-475-5500 to discuss the latest mobility offerings from Avaya®, NEC®, Zeacom®, and Qwest®.

Unified Communications

 §         Unified Messaging

 §         Presence

 §         Interactive Voice
          Response

 §         Speech Recognition

 §         Mobile Worker 
         

Contact Centers

 §         Design & Engineering

 §         Skills Based Routing

 §         Monitoring
          
 §         Recording

 §         Implementation

 §         Support Services

 §         Reporting

Mobility

 §         Teleworkers

 §         Home Workers

 §         Road Warriors 

 §         Communicate around
          Campus

 §         Real-time communicaton