SINGLE POINT CONTROL CENTRE & SERVICE TRACKING   

Your  solution usually encompasses a wide array of telecoms, software and data  manufacturers, along with an array of Tier One  Carriers to provide you with a complete, seamless  contact-centre solution.  Matrix, supported strongly by our supplier  partners, would therefore recommend a single point of  contact within the Matrix Control Centre to log, measure and track ALL reported  faults, requests to program, supply and re-configure any and all areas of your  solution, acting as a control centre.    

This measured tracking of all inbound faults and  requests, with documented response, fix and  escalations would be a point on the agenda with your account manager at the  monthly or quarterly client/partner account meetings.