Contact Center Solutions

Your Contact Center is often times the front lines of communication for your organization. Positive experiences can earn repeat business while negative ones can scare away what would be returning revenue. Do you have the right solution in place?

Contact Center Software is a set of tools that allow agents to effectively serve their customers and provide managers with in-depth analytics and metrics that help optimize their environment. Features such as interactive voice response, automatic call distribution, workforce management and optimization are all critical components to consider when choosing a solution for your organization. Are you looking to integrate your Contact Center with your Customer Relationship Management (CRM) systems? What about VIP routing? Would you like to host your contact center in the cloud? As Matrix has evolved with telephony, we have gained the knowledge to help you navigate these critical decisions.

Hosted Contact Center

Matrix Networks proudly partners with inContact to deploy dynamic Hosted Contact Center environments. Clients that deploy inContact see substantial cost savings, streamlined scalability, with no up-front investment. 


ShoreTel ECC - Brilliantly Simple

As a proud ShoreTel Partner since 2007 Matrix Networks has evolved with ShoreTel's Enterprise Contact Center (ECC) solution with several of Portland's most iconic brands currently using ShoreTel's brilliantly simple solution. ShoreTel's Contact Center software is intuitive and easy to administer, helping agents improve customer service and managers optimize their workforce. 

ShoreTel’s intuitive Call Center environment provides agents with a uniquely rich experience that combines ease of use with dynamic applications and CRM integration. From IVR, intelligent routing, outbound, and media handling you are able to empower your Call Center agents with the tools they need to succeed.

Our Philosophy

Investing in an on premise contact center today would take a very specific situation. In nearly every case the advantages of the cloud environment offer too much to refuse; 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, the cloud has leveled the playing field.


Read the Modern Contact Center 

Modern Call Center.jpg