MULTI-CHANNEL COMMUNICATION
Multi channels like Voice, Chat, Email, Bot, SMS and social are seamlessly integrated over CZ Omni and provide multi touchpoints to the customers.
TROUBLE TICKETING APPLICATION
CZ Helpdesk is used for managing customer complaints and queries over call, email, SMS, social and chat. CZ Helpdesk can be extended to the dealer network to provide local support to field issues. The inbuilt escalation matrix module helps the administrator to set rules for escalation along with the hierarchy in the organization. Escalation can happen over web, email and SMS.
Multi media support
Capability to upload videos, photographs of damaged parts and voice recorded site visit report of the engineer in CZ Helpdesk. This allows the central team to verify and evaluate the exact replacement that needs to be dispatched to the field engineer or the dealer.
C-SAT survey over IVR
CZ IVR comes with a standard C-SAT module over IVR which can be customized for a C-SAT survey using DTMF or voice input from the customers. Customer feedback can be viewed as standard report in the survey module.
Plugins to third party applications
The solution comes with standard web based APIs to plugin to any third party CRM, ERP,databases, BI tools,inventory management system, invoicing modules, etc. like SAP and Oracle.
Extended AMC management module
Extended AMC module in CZ Helpdesk helps enterprise to track product replacement tickets under warranty or out of warranty and accordingly raise bills to the dealer or the end customer for the replacements.
Self service and Bot
CZ Bot provides a 24/7 virtual assistant to customers and reduces the wait time. CZ Guide provides the knowledge base and automatic ticket creation by field engineers.