Matrix Helped a Mumbai based Call Center Improve Support Service and Boost Customer Loyalty

Matrix, an eminent manufacturer of Telecom and Security solutions, offers a wide range of Unified Communication Solutions to fulfill the communication needs of Banking, Manufacturing, Retail Chains, Modern Enterprises, Healthcare and Hospitality industries.

With the latest roll out of VMS V7, Matrix is offering a line of features with a view of helping call centers

enhance customers’ experience. Voicemail Recording Capacity of up to 2170 Hours, MoH (Music on Hold), Call Queuing, Uploading Prompts in Six Different Languages and Configuring Mailbox According to Date and Time are some of the alluring features of VMS V7.

Matrix deployed the VMS V7 solution (Voice Mail Server, Version: 7) at the Mumbai based call center to suffice the need of improving customers’ calling experience. The prime requirement of the company was to lower the call drop ratio and offer quality services to their customers. Allowing the customer to leave voice mail messages is an alternate solution to reduce call drops. However, the number of voicemail channels consumed for simultaneous recording of messages was inadequate. Therefore, following this route also didn’t serve the purpose. Since the company wanted to offer personalized experience to their customers, they wanted to play greetings according to the language selected by the customer and as per the time of the day.

Challenges:

Call Drop Ratio

Recording Capacity of Voice Mailbox

Simultaneous Voicemail Access

Greetings

System Capacity to Accommodate More Agents

Solution:

GENX12SAC with VMS V7 (Voicemail Server)

GE12SAC and ETERNITY GENX12SAC Connected over IP

Options for Configuring Mailbox

to Set Personalized Greetings in Six Different Languages

Result:

Call Drops

Customer Experience

Customer Retention

Connectivity

“With a whole bag of latest innovation and features, Matrix is looking forward to cater to communication needs of different industries. With indigenous R&D, we look forward to design more solutions catering to the needs of a specific industry, said Sagar Gosalia, Sr. VP Sales and Marketing.