Matrix Pricing, Features, Reviews & Alternatives

Matrix

The Deskforce solution for boosting agent performance

4.77/5 (43 reviews)

Matrix overview

What is Matrix?

DeskForce Predictive Dialer is a centralized, mobile-ready automated dialing solution for call center managers and agents. Promising strong integration with other leading CRM and financial platforms, the system claims to raise agent performance by as much as 400% via an intuitive, feature-laden dashboard UI. Feeding back real time data, DeskForcel Predictive Dialer provides an overview of which agents are on call, for how long and which clients are waiting where relevant. Those agents can work through campaign call lists effortlessly, with quick controls for increasing call volumes, viewing lists and messaging. Supplementary chat tools span SMS, Email and Fax for communicating with managers and leads, while smart list loading imports contacts from Excel or CSV.

Predictive dialing features are powered by intelligent algorithms to control call rate speeds, based on various campaign and call center parameters. The system also supports Manual dialing for chasing non-campaign leads, SnapShot dialing for previewing CRM information before advancing/skipping calls and Progressive dialing for first ensuring agent availability. TimeZone dialing automatically organizes global call lists according to timezone or country or origin, while any imported international numbers are validated for correct formats and codes.
www.squaretalk.com

Pricing

Pricing options
Free trial
Subscription
Value for money
View Pricing Plans

Devices

Business size

S
M
L

Markets

United States, Australia, Brazil, Canada, China and 3 other markets, Germany, Japan, Mexico

Supported languages

English
Matrix screenshot: Robust Agent Screendeskforce Predictive Dialer & CloudPBXMatrix screenshot: Multi-TenantMatrix screenshot: DID managementMatrix screenshot: Full and easy Dashboard

Matrix user reviews

Value for money
Features
Ease of use
Customer support
  4.6
  4.6
  4.7
  4.7
heist c.

This software provides extensive reporting and analytics which is crucial to have for any call cente

Used daily for 6-12 months
Reviewed 2018-02-03
Review Source: Capterra

Pros
- Ease of use - Visually appealing - Great tech support team - Condenses what would otherwise be complicated material and makes it usable for even a novice

Cons
- Very few times a bug would occur such as a button not working, but with the great tech support it has never slowed us down or been a issue.

Rating breakdown

Value for money
Ease of use
Features
Customer support

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Jay S.

Amazing Software, Amazing Support

Used daily for 2+ years
Reviewed 2021-03-02
Review Source: Capterra

I have been working with Matrix for a few years now. As a sales professional, I came across dozens of solutions that are either pre-built or highly configurable (which usually requires a lot of IT assistance and end up being implemented poorly). The amazing thing about SquareTalk and its Matrix is, they were able to take something that must be highly configurable, sophisticated and complex and turn it into a super compatible and clear software. In addition, SquareTalk's onboarding and customer success teams went out of their way to integrate the solution with the business tools that we are using (including some that it was not designed for) and made make sure that everything, to the smallest resolutions, works perfectly. No need to mention that on the user/agent side, everything is nearly flawless. Amazing UX. Very professional team. Amazing product. I am very satisfied with Matrix and I highly recommend it.

Pros
Out of the box solution! Matrix is a predictive dialer that allows a crazy sales leader like myself to adjust it to the smallest resolutions of our out-of-the-box methodologies.

Cons
UI could be improved on the admin side. The agent side is nearly perfect.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Likelihood to recommend: 10/10

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Alexander L.

Horrible, not working, and not even refunding or replying to refund requests

Used occasionally for less than 6 months
Reviewed 2019-05-14
Review Source: Capterra

Pros
The way its being massively oversold by a highly qualified sales person. It's a cool dude, but once the sale is made and nothing is working, it's not possible to contact this guy.

Cons
It never worked. The guys couldn't like this shit to our internet or something. Support was worthless, again not helping at all. After 2 weeks of wasting a lot of time on this, I decided to just give up an not waste energy on this bs anymore. Again, the team was very very unprofessional, not refunding the pilot money, though I've never been able to use it. Wasted my time, my resources, and this is the type of service you can expect from these fellows.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Likelihood to recommend: 0/10

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Shay F.

the best predictive dialer yet!!!!

Used daily for 2+ years
Reviewed 2016-11-10
Review Source: Capterra

As a buisness development manager for several big companies, along the way I've encountered several predictive dialers, but none of them came close to Innitels. fast, smart, litlle to none bugs, and the customer service???? the best in the field. In conclusion....you can't go wrong with Innitel, we use their services for years, and we say thank you every day for that. The interface is easy, intuative, with lots of functions, they thought about evrything. The support team is firstly, very professional, and secondly, very welcoming and nice. As for VFM...the best there is in the field, and believe me, I checked!!! The calls quality is good most of the time, better than the other providers, thats for sure. Thnak you again Innitel, for everything :-)

Pros
easy to use almost without bugs the best customer service there is intuative interface very good calls quality very good value for money

Cons
haven't found any yet

Rating breakdown

Value for money
Ease of use
Features
Customer support

Likelihood to recommend: 10/10

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David C.

Sales Optimization

Used daily for 6-12 months
Reviewed 2016-07-17
Review Source: Capterra

My initial thoughts when moving to the Innitel predictive dialer, were mostly along the lines of, "if it does what they say it does, I'm going to start making much much much more money". Little did I know how right I was, after the initial setup pains, the dialer was up and running. Right away I saw the number of conversations my reps were having with customers go way up. Secondly my ability to manage the reps real time through the intuitive call center manager was second to none. I now saw who was on the phone, for how long, AND I have the ability to listen in real time. All this has given my sales team the tools to really succeed, maximizing the results of their efforts daily. After working with the INNITEL predictive dialer, I wonder why I didn't switch earlier, how much money my sales reps and my company must have missed out on because we didn't switch sooner. Take it from someone who has worked in phone sales for over ten years in A wide range of verticals, If you aren't working with a predictive dialer like Innitel, that means your already behind the curve.

Pros
Ease of use Call center manager Time savings

Cons
Set up Integration

Response from INNITEL TELECOM


Thanks david!

Rating breakdown

Value for money
Ease of use
Features
Customer support

Likelihood to recommend: 9/10

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Matrix pricing

Pricing options
Free trial
Subscription
View Pricing Plans

$30 per user - Minimum 10 users - request a detailed quote via website.

Matrix features

API
Activity Dashboard
Call Monitoring
Call Recording
Call Routing
Chat/Messaging
Contact Management
Data Import/Export
IVR / Voice Recognition
Live Chat
Reporting & Statistics
Reporting/Analytics
Third Party Integrations

Access Controls/Permissions (173 other apps)
Alerts/Notifications (245 other apps)
Collaboration Tools (156 other apps)
Communication Management (183 other apps)
Customizable Branding (141 other apps)
Mobile Access (211 other apps)
Video Conferencing (173 other apps)

Videos and tutorials

Additional information for Matrix

Key features of Matrix

  • FCC compliance
  • Swagger API
  • SnapShot dialing
  • Manual dialing
  • TimeZone dialing
  • Dropbox/Google Drive backup
  • Call recording
  • Call Transfer
  • Conference calls
  • CRM integration
  • Upload via Excel/CSV
  • Built-in messaging
  • Lead capture
  • Predictive dialer
  • Real time data
  • Real time dashboard
  • Callity reporting
  • Call monitoring
  • Progressive dialing
  • SMS messaging
  • Call results
  • Valid number verification
  • Reports and analytics
  • Callback scheduling
  • Call analysis
  • FTC compliant
  • Agent & campaign performance reports
  • Lead management
  • Contact management
View All Features

Benefits

A real time system dashboard ensures operation is intuitive for both agents working through call lists and those call center managers monitoring overall campaign performance.

Innitel Predictive Dialer promises integration with leading CRM and financial platforms such as HighRise, Salesforce, SugarCRM, Zoho, Vtiger, Bitrix24, Microsoft Dynamics and Zurmo.

Predictive dialing capabilities include modes for SnapShot dialing with CRM-based call information screening, Manual dialing for calling numbers outside a campaign, plus Progressive dialing that sends calls only to available agents.

Built-in messaging features provide a unified method for managers to converse with agents, while agents can themselves contact campaign leads via SMS, Email and Fax etc.

Customizable reporting and analytics options are joined by real time metrics, feeding back vital campaign progress data to managers and stakeholders.