QDegrees audits response time of leading call centers with Matrix

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Project Highlights:
Company Name QDegrees
Challenges Audit Response Time of Call Centers
Access Multiple Numbers from Same Device
Switch to Latest Communication Technology
Continuous Communication Process
Access of Call Management Features from Handheld Terminals
Solutions ETERNITY GENX12SAC – the Unified Communication Server for Modern Enterprises
VARTA Professional License for Easy Access of Call Management Features
Four GSM Cards for Checking Response Time of Call Centers
NX DBM VOCODER64 for Availing VOIP Connectivity
Remote Management of the Communication Solution
Results Conveniently Audit Call Center Response Time
Minimal Downtime
Reduction in Telephony Costs

Company Brief
QDegrees is a Jaipur based business management consulting firm, which offers insight into the quality of customer care solutions. The company holds expertise in providing analysis reports of companies belonging to the domains of KPO, BPO, field operations and market research.

Challenges:
QDegrees was working on a project whereby they had to monitor the quality of services offered by all call center executives of leading mobile network providing companies.The main aim of these companies was to calculate response time of their call center agents. The QDegrees employees wanted to judge the way agents handled customers’ queries. Since the call centers had an arrangement of keeping track of all the calling numbers, the auditing company wanted that every time calls were made through a different number.

Moreover, to avoid any discrepancies in the data, QDegrees employees themselves made the calls, posing as customers. To ensure that calls land on a different agent’s extension number every single time, the employees had to call from different numbers.

The company owners knew that making calls is a tedious process,especially through phones. Furthermore, with the Analog phones, access of PBX features also gets limited. Therefore, the chairperson was keen to invest in a more convenient and easily accessible calling option. Being a pioneer solution provider company and having distinct requirements, the owners were looking for a solution that allowed them to leverage benefits of the latest communication technology.

They scouted the whole market to find an apt solution for their needs. After considering the capabilities of different products, they opted for Matrix Telecom solutions.

Solution:
Experienced team of engineers from Matrix, along with its partner’s DNR Enterprises studied the requirements of QDegrees and tailored a suitable solution for the company. Since the company was looking to leverage from the latest technology, they were provided with ETERNITY GENX12SAC, the Unified Communication Server for Modern Enterprises.

In order to cater to the need of requiring a different number for calling the customer care agents, four GSM cards were inserted into the Unified Communication solution. This provided them with eight different numbers, allowing the QDegrees employees to call from a different number every time.

The company was also provided with the VARTA Professional License which improved the dialing ease of employees by allowing them to attend their extension from their laptops or smartphones. Additionally, the license offered features such as Call Forward, Call Mute, Call Transfer, Audio Conference and Video Call from the handheld terminals.

Furthermore, the Matrix Unified Communication solution allowed them to meet their requirement of centralized management. It enabled the IT administrator to maintain and monitor performance of the system, irrespective of the location.

Results:
The company was greatly satisfied with the way Matrix solutions met with each of their challenges. The company was able to accurately audit the response time of call center agents they were reviewing. They were also able to engage in an easy, continuous calling process because of the solution provided. Moreover, they were able to tackle the challenges regarding downtime and breaks in communication very effectively with the solutions provided by Matrix and its partner.

About Matrix
“Established in 1991, Matrix is a leader in Security and Telecom solutions for modern businesses and enterprises. An innovative, technology driven and customer focused organization; the company is committed to keep pace with the revolutions in the Security and Telecom industries. With around 40% of its human resources dedicated to the development of new products, Matrix has launched cutting-edge products like Video Surveillance Systems – Video Management Software, Network Video Recorder and IP Camera, Access Control and Time-Attendance Systems as well as Telecom Solutions such as Unified Communications, IP-PBX, Universal Gateways, VoIP and GSM Gateways and Communication Endpoints. These solutions are feature-rich, reliable and conform to the international standards. Having global foot-prints in Asia, Europe, North America, South America and Africa through an extensive network of more than 2,500 channel partners, Matrix ensures that the products serve the needs of its customers faster and longer. Matrix has gained trust and admiration

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