Contact Center
To truly Advance Your Service you need to synchronize, standardize and automate your customer service and support business processes. Look no further than Metrix to rapidly deploy a robust, feature-rich customer service management solution at an affordable price. Metrix Contact Center automates call handling, priority-based routing, entitlement verification, issue triage and resolution, parts management, technical support escalation, dispatch scheduling, order entry, repair/return and billing. It automatically creates and assigns tasks to the right team members and can manage complex multi-day, multi-step, multi-resource projects using our powerful Schedule Board and service workflow engine.
Contact Center Features and Benefits:
- Single view of the customer including service history, contacts and addresses.
- Intelligent service parts search and requisition based on flexible fulfillment logic.
- User-defined technical support escalations and customer alerts triggers (order status, SLA, DOA, product history, severity, etc).
- Sophisticated response time, prioritization and assignment rules.
- Universal queue of service requests to capture a variety of customer needs.
- Manage resources working to resolve issues collaboratively through the creation, delegation and tracking of projects and tasks.
- Expedite problem resolution using embedded Knowledge Management functionality.
- Interactive scheduling and real-time dispatching of resources.
- Decreased average call handling times and increased customer satisfaction.