Contact Center

Contact Center 2017-11-08T15:58:17+00:00

“Call Center Anywhere Everywhere”

Overview

C-Zentrix is the leading contact center solution of India; also available in SE Asia, Australia, Africa, Latin America, USA and Europe. C-Zentrix is a full-fledged customer engagement solution with multi-channel communication single management console with high availability, load balancing and advanced clustering.

C-Zentrix is the world leader in hardware optimization with the capability to run 150-180 concurrent agents on a single PC server with 240 voice channels and full-fledged contact center facilities on a single box. The ease of installation, management and customization makes this solution the best fit anywhere and everywhere.

C-Zentrix is available in multiple formats to meet the needs of all sizes of enterprises like small, medium and large.

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Key Features

Multi-Channel communication helps create customer engagement centers with multiple touch points which include phone, email, chat, SMS and social media. All modes of communication are managed on a single C-Zentrix platform with detailed live and historical reporting. Various modes of communication using different channels by the customer over a period of time for a particular case are tagged under a single ticket number.

All facilities including IVR, ACD, predictive dialer, voice logger, CRM, reporting, conferencing, call barge in, screen recording, email, SMS and IM are built on a single platform. For small and SME customers they can be made available on a single PC server for up to 180 concurrent agent logins.

Complete browser based solution .Agent desktops can be linux machines or even thin clients. The agent and the administrator interface can be opened on any browser (IE, Firefox, Chrome, etc) from any network (LAN or WAN or normal internet connection).

Remote agent facility over Mobile, land line or VoIP. The agents can login to C-Zentrix ACD remotely from any network (VoIP, TDM and GSM) using hard IP phone, landline or mobile phones. The C-Zentrix ACD routes calls to remote agents with 100% call recording, CRM pop up`s and reporting for the in-house agents. Both inbound and automated outbound calling can be done by the remote agents.

Standard HTTP based APIs plugins to any third party application, CRM, payment gateway (supports all standard CRMs including microsoft dynamics, talisma, Sugar CRM, Zen Desk, Magento etc). The CZ Bar can plugin to any third party agent CRM to provide all call controls like dial, disconnect, hold, unhold, conference, transfer etc inside the agent CRM for single window operation for agents improving the handling time for the customer and improving the overall customer care experience.

Manage your call center real time, sitting remotely in any corner of the world. The administrator screen can be accessed remotely over internet or mobile phones with real time status of agents, campaigns, lead lists and all other vital parameters of the contact center. Remote barge in between the calls or sending instant chat to the agents is also possible in real time.

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