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With technology becoming pervasive and accessible, customers and prospects prefer to interact using different touch points. In this experience economy, providing consistent customer experience is the new currency. C-Zentrix is transforming customer experience with CZ Omni platform. Never before it was possible to integrate all the disjointed channels and provide a superior CX. Thanks to the highly secure and scalable C-Zentrix Omnichannel platform.

How CZ Omni works

Omni queue

The administrator no more has to create different queues for different channels. Now the same queue can cater to all the requests from different contact channels be it voice, chat or social. Queue priority enables the administrator to set the channel which has a higher priority in-case concurrent channels are requested.

Single sign-on

Forget about having different agents for different contact channels. Now the same agent can be mapped to all the communication channels. The agent once logged into one channel will be automatically logged into the other channels they are mapped to.

Single Sign On

Single dashboard

With multiple channels, administrator has to pull out different reports for different channels. With CZ Omni, the administrator just needs to pull out single report, which will have reports for all the channels. In addition, the administrator can understand the channel utilisation from a single view.

Interaction history

With CZ Omni, now get complete interaction history from all the channels. Every time customer makes a repeat call, customer representative is aware of all the previous interactions. This helps the customer representative understand the context and provide a better and faster resolution.



Detailed agent wise report

Get a detailed report on your agent’s productivity - the same report can now provide you agent’s productivity for all the channels. Since the agent is now logged-in to different channels, this report will help you with productivity report across channels.

How CZ Omni works

Omni queue

The administrator no more has to create different queues for different channels. Now the same queue can cater to all the requests from different contact channels be it voice, chat or social. Queue priority enables the administrator to set the channel which has a higher priority in-case concurrent channels are requested.

Single sign-on

Forget about having different agents for different contact channels. Now the same agent can be mapped to all the communication channels. The agent once logged into one channel will be automatically logged into the other channels they are mapped to.

Single dashboard

With multiple channels, administrator has to pull out different reports for different channels. With CZ Omni, the administrator just needs to pull out single report, which will have reports for all the channels. In addition, the administrator can understand the channel utilisation from a single view.

Interaction history

With CZ Omni, now get complete interaction history from all the channels. Every time customer makes a repeat call, customer representative is aware of all the previous interactions. This helps the customer representative understand the context and provide a better and faster resolution.



Single dashboard

With multiple channels, administrator has to pull out different reports for different channels. With CZ Omni, the administrator just needs to pull out single report, which will have reports for all the channels. In addition, the administrator can understand the channel utilisation from a single view.

Interaction history

With CZ Omni, now get complete interaction history from all the channels. Every time customer makes a repeat call, customer representative is aware of all the previous interactions. This helps the customer representative understand the context and provide a better and faster resolution.

Various channels in CZ Omni

When it comes to customer resolution, voice still remains as the most preferred channel. CZ SME Suite and CZ Enterprise Suite provides all the voice related solutions. CZ Omni integrates the voice channel seamlessly with other channels and provides a single view for customer interaction.

Chat is the next best medium for customers to reach out to a business. CZ Chat can be plugged in to websites or mobile apps. When integrated with CZ Bot, it couples the power of machine learning with the chat. Chat and Voice are channels, which compete for queue priority, and admin can set the priority as per business need.

There is growing preference of Social media among millennials. Also for people on the go, they prefer to get their request served on Social media. Facebook and Twitter are integrated over CZ Omni. This helps the customer representatives to respond to requests and also understand the trend and get it resolved before it gets viral.

CZ Omni, provides an opportunity for businesses to integrate email with their contact centre. This enables automation of repetitive tasks like appointment reminders etc apart from enabling a single queue for tickets raised on email complaints.

An omnichannel platform also allows integration of a contact centre with SMS, enabling agents to send out SMS notifications from a single interface.

CZ Omni provides for integration with CRM for a faster and unified action on tickets. Without this integration, different channels will be running in silos and can lead to multiple tickets raised for a single customer enquiry or a ticket being assigned to multiple departments. CZ Omni integrates with CZ Helpdesk or any third party CRM with ease to unify the escalations coming from different channels.

CZ Advantage

Improve first call resolution Improve first call resolution

Improve first call resolution

Seamless experience across channels Seamless experience across channels

Seamless experience across channels

Enhance agent productivity Enhance agent productivity

Enhance agent productivity

Elevate CX through common queue Elevate CX through common queue

Elevate CX through common queue

Single queue to manage multiple channels Single queue to manage multiple channels

Single queue to manage multiple channels

Consistent productivity over time Consistent productivity over time

Consistent productivity over time

Frequently Asked Questions

Omnichannel is a confluence of the multiple touchpoints employed to ensure a seamless customer experience. Omnichannel enhances the customer experience on a personal level by smartly interlinking the customer journey with the brand irrespective of the touchpoints or channels via which the customer interacts.

Multichannel engages customers on multiple touchpoints but they are disjointed resulting in scattered silos. However, omnichannel converge various touchpoints resulting in a uniformed stream of customer-relevant information. Multichannel attempts at customer engagement, whereas omnichannel refines the diverse customer experience.

Omnichannel is a dynamic approach to enhance an agent's productivity. It allows a single queue for multiple channels, aided with clarified data. Agents can monitor customer interactions better without losing much time on numerous screens. In fact, a single agent can administer various channels at once. Empowered by information, the agent is now better equipped to create happy customer.

Any industry that works with a plethora of customers interacting over diverse touchpoints (voice, non voice or even bots) will flourish with an omnichannel strategy. Some businesses like e-commerce, the multiplatform entertainment industry, banking industry, and even healthcare achieve a lot more with the omnichannel experience.

With digitisation and pervasiveness of technology, most customers, start their buying journey or query on one device and complete it on another.

An omnichannel strategy for customer service starts with identifying the right channels or touchpoints the customer uses and get them seamlessly integrated over the omnichannel platform.

Now, interacting with customers over different channels requires proper skilling of agents so that they can smoothly move from one channel to the next.

Evaluating the usage of channels and monitoring the agent utilisation over the specific channels should also be part of the strategy so that the best outcome is achieved with the omnichannel solution.