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CZ Contact Centre Solution

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 Contact Centre Solution

CZ Contact Centre is available both on premise and on cloud. It is highly scalable and customisable to suit all your business needs. We understand that your business can be a fledgling startup or a small and medium size business. It can be a large enterprise as well. We offer different product suites based on your business needs.

CZ Enterprise Suite

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 solution 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

CZ Enterprise Suite
CZ SME Suite

CZ SME Suite

C-Zentrix SME is a complete Customer Engagement Centre solution for small and medium size contact centres. It supports up to 150-180 concurrent tele callers with 240 voice channels (TDM or VoIP) on a single PC server with all call centre 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!

CZ Contact Centre Solution

CZ Contact Centre is available both on premise and on cloud. It is highly scalable and customisable to suit all your business needs. We understand that your business can be a fledgling startup or a small and medium size business. It can be a large enterprise as well. We offer different product suites based on your business needs.

CZ Enterprise Suite

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 solution 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

CZ SME Suite

C-Zentrix SME is a complete Customer Engagement Centre solution for small and medium size contact centres. It supports up to 150-180 concurrent tele callers with 240 voice channels (TDM or VoIP) on a single PC server with all call centre 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!

non-voice-channel

Non Voice Channels

Our world class features ensure that you run a world class chat

A Bot that is human by heart.

From Visitors to Leads in Just a Click

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

Workforce management

Record to perfection.

Record the Calls and Improve the Call Handling Quality of Agents

Give your agents the power of mobility

Workforce Management

Inside CZ Contact Centre Solution

Both CZ Enterprise and CZ SME Suite come with a host of product offerings

CZ ACD

This is the brain of the contact centre solution which helps in effective time management

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CZ Dialer

Predictive, Progressive, Manual, Preview; Pick the Best for You

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CZ IVR

Self service for voice call helps streamline your contact centre better

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CZ Bar

Seamlessly integrates with CRMs. Your Agents Best Friend

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C-View/CMS

C-View is the cockpit of the contact centre for CZ SME suite. View in real time you contact centre 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.

Sticky Agent

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

Agent Console

The agent and admin interfaces are entirely browser based and there is no application to be installed on the desktops.

Admin Console

The CZ Contact Centre Suite comes with multiple smart features for the supervisors to track, monitor, train their agents and intervene in their customer interactions whenever necessary. The role-based access of the console ensures that no data gets into unauthorized hands.

Deployment

On-Premise:

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 provides complete control to the customer in managing their hardware and data.

On-Cloud

CZ Cloud is a scalable, secure, cost effective and highly reliable solution. The multi-tenant architecture ensures zero Capex investment. CZ Cloud helps customers to build a fully interactive contact center within hours with minimal upfront investment. CZ Cloud supports both VOIP and PRI termination based on the customer requirement.

CZ Cloud Hive: Customer need not invest in any data center, hardware or telecom connectivity. All services are provided on subscription basis by C-Zentrix.The Servers and PRI/VOIP and other data center infra is shared among customers using multi tenant architecture.

CZ Cloud Nest:Either “only PRI” or “Server & PRI both” will be dedicated for the customer. This service model is well suited for enterprises where the number of agents is substantial enough to have dedicated PRI and needs an exclusive infra and possible customizations.

Hybrid

CZ Contact centre 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 cloud.

The cloud hosting will be using CZ Cloud Nest

This model is well suited for customers who want to use their existing hardware and get the benefit of Cloud services as well as for geographies where telecom regulations do not allow calls to be routed over VoIP. The data storage on private network can provide more security.

CZ Advantage

Cost Of Ownership Cost Of Ownership

Zero capex investment either On-Cloud or On-Premise – Opex model

Integrations in Business Integrations in Business

Integrated with CZ Helpdesk and other CZ product ranges

Seamless Experience Seamless Experience

Seamless integration with third party CRMs using CZ Bar

Best In Class Best In Class

Best in class features of C-Zentrix contact centre on cloud

Frequently Asked Questions

Call Center Software assists businesses to effectively manage sales and support conversations over voice calls. It helps customers to reach out to brands, manage self-service through IVR and get routed to the right agents. Similarly for outbound calls, the dialer can connect with leads and help the agent in prospecting. With call center software, a significant amount of the activities can be automated. This provides a high level of productivity, call center insights and robust reporting.

 

  1. Inbound Contact Center Solution: It is usually used for service or support calls. Usually an IVR is part of this solution. The calls need to be routed to the specific agent by call routing and queue management helps the callers to wait for their turn. Post call, a Feedback survey is also associated with this solution. 
  2. Outbound Contact Center Solution: It is usually used for sales or lead generation. Usually the leads are uploaded manually or using API. The dialer the connects the sales rep to the prospect, The dialer can be configured for preview dialing, progressive dialing or predictive dialing. An integration with Sales CRM ensures that all leads are progressively updated and managed. WhatsApp or SMS integrations helps in the lead generation process.
  3. Blended Contact Center Solution: Such contact centers are used for both inbound and outbound calling. Whether it is sales, service or support, blended calling is helpful as this provides the ability for initiating outbound calls or receiving inbound calls. 

A Call Center Solution helps you with managing inbound and outbound calls. It is exclusive to voice as a channel. While a contact center colution assists you with multiple channels like video, chat, email, WhatsApp, social media. C-zentrix offers an Omnichannel Contact Center Solution which enables your customer to reach using voice or non-voice channels and agents can manage all the interactions from an unified interface. The integrated CRM helps agents manage all the case/incidence/ticket and also view the customer timeline.

C-Zentrix is one of the Best Call Center Software. We have been serving customers globally over the last two decades. It comes with various standard features like advanced dialers, custom IVRs, ACDs, queue management and call routing and several additional features like custom reports, call analytics, 100% call recording, screen recording, CRM integrations and much more. Powered by AI, C-Zentrix offers Live In call analytics that can reduce customer churn or help in up-sell or cross sell during the call.

Make a list of key features that you require and check that your picked software offers these key functions. For instance, you may need the contact center for sales prospecting, so dialer functionality, call connect ratio and list churn features maybe crucial. On the other hand if you are into customer service then advanced IVR with voice prompts or 3rd party integration, efficient queue management and skill based routing will be critical.
In addition to your most needed features, look for core functionalities such as voicemail, call queues, call routing, and a range of auto-dialers (such as progressive and predictive dialers), reports, dashboards and analytics.

Top contact center features available in C-Zentrix includes:

  • Interactive Voice Response System (IVR)
  • Predictive Dialer
  • Omnichannel Routing
  • Voice, Video, Messaging, Social
  • Inbuilt service CRM
  • Customer Surveys
  • Call and Screen Recording
  • Live Call Analytics
  • CRM Integrations
  • Payment Processing
  • Shopify or 3rd party integrations
  • APIs to integrate with applications

Cloud telephony is also known as Cloud PBX solutions. This differs from the Cloud call center solution as Cloud Telephony is extension based calling. So they don't necessarily provide queue management and different routing algorithms. Cloud Telephony is useful where the call volume is low and the usage is for normal calling and not used for heavy inbound or outbound calls. The IVR Solution is quite minimal with a greeting and first level IVR options.