Multi channels like Voice, Chat, Email, Bot and SMS can be seamlessly integrated over CZ Omni and provide multi touchpoints to travellers.
TROUBLE TICKETING APPLICATION
CZ Helpdesk helps in managing complaints and queries of travellers over call, email, SMS and chat. Each complaint or query is assigned to specific department and is tracked to closure.
Automated booking and refund of tickets
The customer can dial on the IVR, punch in his booking id and select the options over the IVR for refund. Immediately the refund details with the unique compliant number is forwarded to the refund department for further action. The ticket booking can also be done over the IVR.
Plugin to travel and transport portals
Standard web based API (HTTP based) for passing the CTI details to the taxi dispatch system for retrieving previous interaction details of the customer.
Automated status inquiry
Automated announcement over IVR using TTS for reporting booking status, departure time, etc.
MISSED CALL FOR PROMOTION
Missed call can be used for promotions of offers during festival or special occasion. On every missed call, special SMS can be sent out followed by a call from the promotion team.
Automated messages can be uploaded by the administrator and read by the TTS engine which then can be broadcast using C-Zentrix dialer. These can be announcements regarding delay of departure or arrival of bus, train etc.
Self service and Bot
CZ Bot provides a 24/7 virtual assistant to patients and reduce their wait time. CZ Guide provides the knowledge base and provides easy to use self service to patients.