CC MATRIX 2.0 – CALL CENTER

Prior to discussing the application scenarios, it is crucial to highlight the advantages of WebRTC technology, which serves as the backbone of CC Matrix.
WebRTC empowers web browsers with the capability to facilitate real-time voice, video, chat, and screen-sharing communications. CC Matrix harnesses this technology to foster seamless communication and web-based management interface, eliminating the need for traditional desktop applications or “softphones.” This approach ensures immediate access and user convenience, enabling users to process communications online with a simple web login.

Reduction in workstation failure points.
Decreased reliance on helpdesk tasks, leading to a lower demand for support and systems personnel.
Seamless integration with Opus audio and VP8 video codecs, specifically designed for optimal performance in internet environments (intrinsic to internet codecs).
Stringent security measures ensure mandatory encryption for all communications, encompassing signaling and media.

Effective management of both inbound and outbound campaigns.
WebRTC agent console that eliminates the need for application or plugin installation, operating seamlessly within any web browser.
Opus® serves as the default codec for all Agent communications.
WebRTC monitoring console provides comprehensive insights into agent and campaign statuses.
Detailed productivity reports for agents and campaigns.
Efficient recording search functionality with customizable filters based on date, campaign, agent, ratings, “watched” calls, and more.
Campaign recycling based on agent qualification and/or telephone status.
Ability to switch contact databases within the same campaign.
Automated answering machine detection with audio message playback.
Seamless integration with CRM / ERP systems through the RestFull API.
Virtualization-ready! CC Matrix is designed with a strong focus on virtualized environments.

The utilization of robust underlying technologies like Postgres, Nginx, and RTPengine allows for seamless scalability. These components can operate on independent hosts, with additional complementary add-ons available to enhance the platform’s functionality and cater to specific vertical segments.

CC Matrix is provided as Docker images, enabling its deployment on various operating systems and facilitating orchestration of Docker HA clusters and deployments on cloud providers such as AWS and GCloud.

Unlike PBX software with added reporting and monitoring features, CC Matrix was purpose-built from the ground up as a platform optimized for Contact Center functionalities, ensuring its 100% focus on meeting the specific needs of contact center operations.

CC Matrix provides Agent and Supervisor consoles powered by WebRTC, eliminating the need for time-consuming configurations of softphones and hardphones on individual workstations.

CC Matrix empowers you to generate a comprehensive range of reports for efficient management and control of your Contact Center. With a focus on meeting your specific needs and business requirements, our reports enable precise measurement and analysis of key quality parameters.

CCMatrix offers an intuitive and effective approach to managing multiple campaigns concurrently, including Inbound, Outbound Preview, Outbound IVR blasting, and Outbound Progressive-Predictive. This ensures streamlined operations and enhanced productivity.

Our Supervision Module enables instant control over crucial operational parameters, ensuring optimal efficiency. Key functionalities include monitoring of calls processed, call dispositions, agent and campaign status, and agent supervision through features like spy, whisper, and three-way conferences.

CC Matrix seamlessly integrates with web-based CRM/ERP systems, enabling the triggering of actions directly from the system when agents receive or generate calls. Additionally, CRM/ERP systems can disposition calls internally and within CC Matrix simultaneously, leveraging OML APIs for streamlined communication.

CC Matrix provides a Form Wizard for creating customizable web forms that appear during each agent call, allowing for the assignment of different forms based on call disposition. Supervisors and administrators can download and review the data collected from web forms through various reports.

CC Matrix has the ability to identify answering machines and determine the appropriate actions to take, such as leaving a recorded message, scheduling a follow-up call, or skipping the contact altogether. This enhances operational efficiency and saves time.

CC Matrix offers easy deployment options with an All In One (AIO) architecture or Cluster mode. In Cluster mode, the workload is distributed across the Application Server, Database Server, and Real-Time Server, ensuring efficient resource utilization.

CC Matrix accommodates various user roles, including Administrator, Agent, and Supervisor (Customer, Administrator, Executive). Each role has different levels of access, actions, and information available to them.

CC Matrix records all calls made within the system, allowing for easy retrieval and management of recordings through the recording module. Various search filters are available to facilitate efficient searching and retrieval.

With its user-friendly web interface for Agents, Supervisors, and Administrators, CC Matrix is an ideal solution for remote users. Users can simply open a web browser to receive and make phone calls, eliminating the need for complex setups or installations.

CC Matrix seamlessly integrates with industry-leading PBX systems that are compatible with SIP (Session Initiation Protocol).