LeadMatrix Technology Includes

• Dedicated agents, solely working your campaign
• Efficient omni-channel dashboards where agents can balance customers, tasks, and queues seamlessly.
• Automatic Contact Distribution (ACD) allows our contact centers to distribute calls, emails, SMS+, and social media messages to agents based on customer needs and agent skill sets
• Org-to-org sync between your CRM and our CRM for real-time updates; we’re a collaborative partner and a seamless extension of your team.
• SMS+ and messaging: Send and receive automated and conversational messages on a variety of messaging services and platforms (SMS WhatsApp, Facebook Messenger, SMS, and more)

Helpful Agent Functionality 

• New tasks automatically populate the multichannel inbox, where agents can monitor and respond to Facebook posts, text messages, DMs on social media channels, live inbound calls, and more. Agents can forward tasks to each other, or add public notes and comments.
• Agents can see how many calls are in their queue, and how long each customer has been waiting. Alongside the queue, view your call history, voicemail, and daily schedule (upcoming scheduled breaks, meetings, and shifts).
• Upon opening a task, the agent dashboard zooms in on that particular interaction while retaining visibility for other tasks with tabs and pop-up notifications for new queries.

Superior Call Capabilities 

• We can purchase local and toll-free DID numbers around the globe for your campaign. 
• Auto dialer: includes an outbound no-pause dialer with built-in list management. Our system makes proactive outbound calls from campaign lists, and efficiently drops voicemail, text/SMS+ to those who don’t answer.  For those who do answer, our agents warmly transfer them to your team.
• Our system automatically compiles customer data, integrating this information with your CRM.
• AI routing: When our system receives an inbound call, it can use CRM data, contact interaction history, and IVR info to analyze the caller’s needs. 

Quality Reporting Your Team’s Going to Love

• AI-based evaluation: Language processing analyzes interactions to evaluate our agents across a range of sentiment and category types for advanced feedback and maximum results.
• Get combined KPIs and custom metrics, giving streamlined and consistent agent feedback
• Dynamic tracking of social media marketing campaigns
• AI-based tools that expedite and support customer self-service tasks, routing, workflows, repetitive tasks, and live agent interaction guidance.
• Reports are available monthly, weekly, daily, intra-daily.