Case Study: Matrix Absence Management achieves faster voicemail response and better workload visibility with Altivon

Matrix Absence Management Claims Examiner Voicemail Management

Matrix Absence Management, a nationwide absence-claims service company, needed a better way to manage the high volume of examiner voicemails tied to disability, workers’ compensation, and family leave claims. Using Altivon and the Interactive Intelligence Customer Interaction Center (CIC), Matrix was struggling to track voicemail follow-up, meet its 24-hour callback best practice, and give managers visibility into workload and responsiveness.

Altivon implemented Interaction Process Automation (IPA) on top of CIC so voicemails could be handled as queue-based work items in the familiar Interaction Client interface. The result was improved tracking, real-time monitoring, easier reassignments, and faster response to claimants; Matrix successfully piloted the solution with one employer for a month and then rolled it out more broadly, leading to better efficiency and customer service.

Matrix Absence Management

Bill Schutz

Chief Operating Officer