Contact Center - CX

Over 4 Decades of Contact Center Experience

In March of 2022, LANtelligence became a member of the Matrix Networks family. This powerful alliance has allowed each organization to provide for their clients what has been missing for years to create a true end-to-end solution. When you choose Matrix Networks to deploy your new contact center you receive the deployment expertise of LANtelligence, along with Matrix Networks' Senior Account Executives who specialize in contract negotiation and supplier selection.

Matrix Networks has developed our own IVA (intelligent virtual agent) technology, which we call LISA. Solving challenges like scheduling automation, staffing shortages, and self-service capabilities, LISA  can be applied to any contact center solution. To learn more about LISA click here.

Cloud Contact Center | A Modern Approach

Investing in an on-premise contact center today would take very specific circumstances. In nearly every case the advantages of the cloud environment offer too much to refuse. Cloud-based Contact Centers include new tools, improved performance, and unlimited support. Being always available, improving the customer experience and staff efficiency can be counted on to lead to positive financial impacts that benefit all. With cloud contact center, we don't have to be a Fortune 100 company to get the tools and benefits of an enterprise solution. The cloud has leveled the playing field.

• Evolve with communications technology and integrate core systems
• Realize new revenue and enhance customer experience
• Improve work force management

Integrating Applications | Reporting & Analytics

Most organizations have several tools to achieve a holistic customer engagement practice. This forces those on the front lines to check multiple tools in order to meet your customers where they want to meet. Engaging in this way disrupts productivity and distorts reporting. Top cloud Contact Center platforms will offer integrations into all of these new communication concepts (CRM platforms and more), routing the conversations to agents who solve problems faster, deliver more positive customer experiences, and ultimately drive more business.

Lastly, Experience Managers and those responsible for driving the above results do not have the tools to effectively manage staffing levels, provide coaching, or interpret data appropriately. A modern Contact Center solution will ensure these abilities, if implemented the right way.

Endless API Possibilites

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Cloud Application and SD-WAN 

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Connectivity | The Missing Link...

This is a critical step - and one often overlooked. Identifying a partner who understands this important relationship is key to a successful deployment and long-term stability of a cloud-based Contact Center. Matrix Networks leverages over 30 years of experience to build a network infrastructure designed to handle the unique needs of cloud communications. Learn more about how SD-WAN improves the performance of cloud applications here.

• Optimized Internet packet prioritizations
• Leveraging dual Internet circuits simultaneously 
• Network performance analytics and reporting 
• Easy to implement, monitor, and maintain

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Why Partner with Matrix Networks?

Matrix Networks has been deploying and supporting voice solutions since 1984. Much has changed since then, but the advantages of working with a true expert have not.  Our job is to customize the project to your needs and exceed expectations each time. Matrix Networks has developed an in-depth process for evaluating, selecting, designing, and deploying cloud-based applications like Contact Center solutions. A word from one of our valued clients:

Matrix Networks' attention to detail and really finding out how our company operates speaks volumes to how they treat their clients. It saved a lot of time during meetings having Matrix participate and assist during our implementation. They completely understand our company and know our solution. This helped bridge any gaps in communication that we would have seen otherwise. They understood our goals and are dedicated to help us achieve them.

- VP SolveOne, LLC