Contact Centre is an integral piece of customer relationship management and drives customer experience. While large enterprises use contact centres for their support, service, feedback and marketing functions, smaller companies use them majorly for their direct marketing campaigns.
A solution that is easy to integrate with third party databases, CRMs and connectors provide an easy way to capture, analyse and leverage customer data that can be used to improve the customer relationship and the business's productivity.
CZ Omnichannel contact center solution allows agents to respond to social media enquiries immediately from the unified agent desktop. When the customers start interacting on Facebook, Twitter, Instagram and other social media channels, the agent can reply to the post or do a Direct Message(DM). This ensures privacy of the interaction and quicker resolution.
The C-Zentrix Enterprise is designed specifically with the purpose of providing highly scalable, cluster based customer engagement solution with High Availability (HA) and Load balancing as the key functionalities. The call center software is scalable and can scale easily over 1000+ concurrent agents with multi-channel facility of voice, chat, email, SMS and social media interface for a complete customer engagement experience. The high availability of the solution makes it a perfect fit for critical call centre operations like Banking, Emergency Services, Telecom,etc where up-time of 99.999% is needed. The solution is meant for large enterprises and BPO`s
C-Zentrix SME is a complete Customer Engagement Centre solution for small and medium size contact center solutions. It supports up to 150-180 concurrent tele callers with 240 voice channels (TDM or VoIP) on a single PC server with all call center solution functionalities like IVR, ACD, Predictive Dialer, Progressive Dialer, Voice Logger , Screen Logger, CRM, MIS Reporting, Call Conferencing, Call barge in, integrated Email and SMS for customer engagement. The solution is specially crafted for the SME segment for quick and easy installation and easy to use modules with user-friendly interfaces. This can be provided with backup server for redundancy and failover. A Single box solution!
The C-Zentrix Enterprise is designed specifically with the purpose of providing highly scalable, cluster based customer engagement solution with High Availability (HA) and Load balancing as the key functionalities. The call center software is scalable and can scale easily over 1000+ concurrent agents with multi-channel facility of voice, chat, email, SMS and social media interface for a complete customer engagement experience. The high availability of the solution makes it a perfect fit for critical call centre operations like Banking, Emergency Services, Telecom,etc where up-time of 99.999% is needed. The solution is meant for large enterprises and BPO`s
C-Zentrix SME is a complete Customer Engagement Centre solution for small and medium size contact center solutions. It supports up to 150-180 concurrent tele callers with 240 voice channels (TDM or VoIP) on a single PC server with all call center solution functionalities like IVR, ACD, Predictive Dialer, Progressive Dialer, Voice Logger , Screen Logger, CRM, MIS Reporting, Call Conferencing, Call barge in, integrated Email and SMS for customer engagement. The solution is specially crafted for the SME segment for quick and easy installation and easy to use modules with user-friendly interfaces. This can be provided with backup server for redundancy and failover. A Single box solution!
Be with your agents when they need you the most. This enables the agent to guide the user by navigating on her screen. However sensitive data is masked from agent’s view
Give your agents the power of mobility
Both CZ Enterprise and CZ SME Suite come with a host of product offerings
This is the brain of the contact centre solution which helps in effective time management
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C-View is the cockpit of the contact centre for CZ SME suite. View in real time you contact center solution operation. CMS manages all the ACDs and Gateway servers in CZ Enterprise Suite. CMS also monitors and reports the overall performance and utilized for centralized monitoring and reporting.
Give your customers the familiarity they deserve. This feature sticks the agent/executive to the client and every time when that client calls, the call is directly routed to the sticky agent unless he/she is busy in taking another call. In that case, the call may get routed to another agent
CZ Contact centre solution can be installed on any standard PC server for a full-fledged contact center. While the CZ SME Suite needs just one server for the entire contact center solution. The CZ Enterprise Suite requires standard PC servers that can be clustered together to create a High Availability (HA) solution with Load Balancing.Termination for phone line (PRI Line, Analog Lines). For VoIP, service provider can directly terminate on the Ethernet port of the server.
CAPEX Model: The PRI/SIP, network infrastructure and data center is owned by customer and the software license is perpetual. Hardware can be procured by customer or provided by C-Zentrix.
OPEX Model: The software license is provided on monthly rental basis. Hardware can be owned by the customer or provided on rent.
On-Premise Call Center Solution provides complete control to the customer in managing their hardware and data
CZ Cloud Contact Center Solution is a scalable, secure, cost-effective, and highly reliable solution. The multi-tenant architecture ensures zero Capex investment. CZ Cloud call center helps customers build a fully interactive contact center within hours with minimal upfront investment. CZ Cloud supports both VOIP and PRI termination based on the customer requirements.
CZ Cloud contact center solution can be deployed in hybrid mode. The hardware related to telephony and PRI will be on-premise whereas the rest of the software will be hosted on the cloud.
