QDegrees

Qdegree Switch to Matrix Advanced ETERNITY GEN for enhancing of customer care solutions.

QDegrees, located in Jaipur, is one of the leading companies offering insight into the quality of customer care solutions. The company holds expertise in providing analysis reports of companies belonging to the domains of KPO, BPO, field operations and market research.


INDUSTRY Corporate
CUSTOMER QDegrees
LOCATION Jaipur, INDIA
CHALLENGES
  • Audit Response Time of Call Centers
  • Access Multiple Numbers from Same Device
  • Switch to Latest Communication Technology
  • Continuous Communication Process
  • Access of Call Management Features from Handheld Terminals
SOLUTION
  • ETERNITY GENX12SAC - the Unified Communication Server for Modern Enterprises
  • VARTA Professional License for Easy Access of Call Management Features
  • Four GSM Cards for Checking Response Time of Call Centers
  • NX DBM VOCODER64 for Availing VOIP Connectivity
  • Remote Management of the Communication Solution
REASULTS
  • Conveniently Audit Call Center Response Time
  • Minimal Downtime
  • Reduction in Telephony Costs
PARTNER DNR Enterprises

QDegrees, located in Jaipur, is one of the leading companies offering insight into the quality of customer care solutions. The company holds expertise in providing analysis reports of companies belonging to the domains of KPO, BPO, field operations and market research.

The company got a project of monitoring the quality of services offered by all the call center executives of leading mobile network operators. To avoid any discrepancies in the data, QDegrees employees themselves made the calls posing as customers. To ensure that calls land on different agent's extension number every single time, the employees had to call from different numbers.

Since, their requirement was distinct they were looking for a solution that is based on the latest technology. They scouted the whole market to find an apt solution for their needs. After considering the capabilities of different products, they opted for Matrix Telecom solutions.

The company employees are satisfied with the product performance. Now, employees can call with different numbers from the same device.


The main aim of the companies was to calculate response time of the call center agents working for famous mobile network operators. They wanted to judge the way agents handled customers' queries. Since the call centers had an arrangement of keeping track of all the calling numbers, the auditing company wanted that every time calls were made through a different number.

The company owners knew that making calls is a tedious process, especially through phones. Furthermore, with the Analog phones, access of PBX features also gets limited. Therefore, the chairperson was keen to invest in a more convenient and easily accessible calling option. Being a pioneer solution provider company, the owners also wanted to leverage advantages of the latest communication technology.


The experienced team of engineers at Matrix and DNR Enterprises studied all the requirements of QDegrees and tailored a solution with:


ETERNITY GENX12SAC: Unified Communication Server for Modern Enterprises
The company's need of switching to the latest technology was sufficed with Matrix SARVAM UCS. The rugged platform combined with intelligent software offered experience of UC features. The single solution offered benefits of VOIP and GSM connectivity.

Four GSM Cards for Checking the Response Time of Call Center Executives
The GSM cards inserted in the Unified Communication solution offered eight different numbers catering to the need of auditing company to call the executives from different numbers. The employees gave these numbers to the call center executives at the time of registering complaints. The executives then ring back on the same number after figuring out the solution. In this manner response time for each agent at different call centers was calculated.

VARTA Professional License to Access PBX Features from Laptop/Smartphones
The VARTA Professional License improved dialing ease of employees by allowing them to attend their extension from their laptop or smartphones. The license offered features such as Call Forward, Call Mute, Call Transfer, Audio Conference and Video Call from the handheld terminals. Access of all the intelligent call management features boosted productivity and accelerated the auditing process.

Web based Centralized Management
Matrix Unified Communication solution offers centralized management, enabling the IT administrator to maintain and monitor performance of the system, irrespective of the location. The intuitive interface for system management ensured minimum downtime.


Improved Convenience of the Entire Audit Process
Easy access of the call management features from laptop/PC or Android/iOS based smartphone while retaining the existing dialing habit made the process of continuous calling an easy feat.

Minimal Downtime
Web based management of the communication platform ensured least downtime and negligible communication breaks.
This website uses cookies to store info on your device. Cookies help our website work normally and show us how we can improve the user experience. By continuing to browse the site you are agreeing to our privacy policy.