The core component of our solution is called the iMatrix. This is the foundation upon which we build your solution.

The iMatrix is a suite of advanced components that work together to provide the foundation for our leading interaction management system.

Workflow Modelling

Our workflow modeling can enforce company procedures and apply known solutions. It can quickly locate the relevant information to bring issues to resolution.

Sales and Marketing

Sales functionality, including telemarketing activity is incorporated into our solution to allow you increase your up-sell and cross-sell capabilities. We provide interfaces with other websites for promotional and marketing activities to drive customers to your site.

Reporting

We can provide you with real-time reporting to support informed strategic and operational decisions. Our middleware component solution makes reporting on key business factors simple and flexible.

Email Handling

Our system has sophisticated email handling capabilities to send emails and assign inbound emails to customers by a combination of email lookup. Categorisation of the query type occurs as soon as the email is received using a configurable rule based language processing and word weighting system.

Website Development

We are experienced in building websites either from inception or improving upon an existing presence. We can integrate components to give enhanced functionality, such as online billing, creating a compelling internet presence.

Dynamic FAQ

Designed around the customer, our intelligent knowledge based tool captures and presents relevant information to all users, including customers and agents.

Agility: Rapid Data Entry

Our web browser based system supports rapid data entry and validation of volume data. It supports the entry of applications from different channels and ensures accuracy of data captured.

Voice and data interactions

Voice and data interactions are supported seamlessly within the customer services centre. Your business is therefore able to maintain a variety of e-channels without reduction in efficiency or productivity.

Dynamic Scripting

We provide dynamic scripting to intelligently guide interactions. This allows flexible campaign deployment within a Contact Centre environment.

Automated Correspondence

Dynamic database driven batch letters can be generated for operations where templates are automatically merged with context specific data, reducing costs and standardising known responses.

Contract Manager

This links operations to billing and payments. It applies contractual rates and terms to measured operational activity, interfacing with billing/payment systems to ensuring that clients (and third parties) are accurately billed or paid for services.