Manage your contact center via web interfaces.
Standalone solution for contact centers, designed to support the management, operation, and administration of a contact center.
Beneficios
Scalable and elastic
Zero initial investment
Cost agility
On-demand services and resources
CC Matrix
It allows you to take control of your business VoIP communications. It is a way to give back to the Asterisk and FreePBX open-source communities, driving constant innovation for intuitive features.
Issabel Cloud PBX is a feature-rich solution that can be adapted to meet various business needs. Remember: using the cloud does not mean compromising on functionality. Issabel offers all the features you would expect from a PBX; it is simply hosted off-site rather than on your premises.
Open the browser and start operating. No more physical phones or softphones.
Boost productivity with WebRTC technology and an agile, simple, unified agent interface. All your agents need is a web browser to get to work!
Reporting suite to measure and optimize Contact Center operations.
Agent activity
Campaign activity
Call distribution
Export all reports to CSV (Excel)
Agent monitoring
Call monitoring
Barge-in
Agent-customer three-way conference
Campaign results
Call dispositions
And more…
Features
No more softphone
CC Matrix features a WebRTC-based agent and supervisor console, eliminating the need for cumbersome softphone applications and their configuration on each workstation.
Management of multiple campaign types
CC Matrix enables the intuitive, effective, and efficient concurrent management of various types of telephone campaigns: inbound, outbound preview, outbound IVR blasting, and outbound predictive.
Productivity reports
CC Matrix allows you to generate a varied range of reports to control the management of the Contact Center. Based on the premise of meeting the needs of multiple business models, our reports guarantee efficient measurement of the quality parameters of operations.
Real-time monitoring
Our supervision module allows real-time monitoring of the main and immediate parameters to guarantee maximum operation efficiency. Includes: Processed calls, qualifications, agent and campaign status, agent monitoring (channel spy, whisper & conference), are some of the module’s functionalities.
Form design for campaigns
CC Matrix features a form-creation interface for deployment to each agent receiving calls, allowing different forms to be assigned to specific campaigns. Data collected via these forms can be downloaded as campaign reports.
Integration with third-party CRM/ERP systems
CC Matrix enables actions to be triggered within a web-based CRM/ERP whenever an agent receives or initiates a communication; additionally, interactions can be “qualified” within that CRM/ERP, with the results reflected in CC Matrix reports.
Ideal for managing the operation of:
Customer Service
Collections
Technical support
Citizen Services
Medical assistance
WebRTC
CC Matrix underlying technology
Before citing the use cases, we emphasize reviewing the benefits of WebRTC technology—the core of Interaction Center Voice.
WebRTC enables web browsers to support real-time voice, video, chat, and screen-sharing communications. ICV leverages this technology to integrate communications directly into the web-based management interface, eliminating the need for desktop “softphone” applications; this ensures immediate “click-and-work” functionality for user onboarding, as users can go online and start handling communications simply by logging in via the web.
Other advantages of WebRTC
- Points of failure at the workstations are minimized.
- Helpdesk tasks are minimized and therefore the demand for support/systems staff.
- It utilizes the Opus audio codec and the VP8 video codec, both designed for maximum performance in internet environments (native internet codecs).
- In terms of security, all communications—both signaling and media—are transmitted in encrypted form by default.
Features and functionalities of Interaction Center Voice
- Inbound and outbound campaign management.
- WebRTC Agent Console (no application or plugin required to install, 100% Web Browser).
- Opus® as the default codec for all agent communications.
- WebRTC supervision console; details on agent and campaign statuses.
- Agent and campaign productivity reports.
- Search for recordings using filters for date, campaign, agent, ratings, "monitored" calls, etc.
- Recycling of campaigns by agent qualification and/or telephone status.
- Change of contact list for the same campaign.
- Answering machine detection with audio message playback.
- Integration with CRM/ERP via RESTful API.
- Ready to virtualize! ICV was conceived as a technology aimed at virtualization environments.
- Ready to Dockerize! ICV is available in terms of Docker images, which allows it to be run on any OS as well as orchestrating Docker HA clusters and/or deployments on Cloud providers (AWS, GCloud, etc.).
- Ready to scale! Scalability is made possible by the use of powerful underlying technologies—such as Postgres, Nginx, and Rtpengine—which can run on independent hosts (horizontal scalability) with minimal configuration.
- Complementary add-ons that provide the platform with extra functionalities and/or features for vertical segments.
- 100% Contact Center-oriented. It is not PBX software with added reporting and/or supervision features. The app was built from the ground up as a platform designed and optimized for Contact Center functionality.
Answer Machine Detection
CC Matrix can recognize answering machines and act according to rules—such as leaving a recorded message, retrying the contact later, or simply skipping the contact—aiming to maximize operational time and efficiency.
Different user profiles
CC Matrix supports different roles; administrator, supervisor, client and agent. With different levels of actions and information available.
Easy component clustering
CC Matrix can be deployed using an AIO (All-In-One) architecture or by distributing the load across an application server, a database server, and a communications server.
Integration with third-party PBXs
Integration with market-leading PBXs.
Full Recording
All calls processed by CC Matrix can be recorded and subsequently retrieved using dynamic search filters within the CC Matrix recordings module.
Remote agents
With full WebRTC access for agents and supervisors, CC Matrix stands out as the perfect solution for working with remote users. All it takes is opening a web browser to start making and receiving phone calls.