CZ SME is a complete Customer Engagement solution for small and medium size contact centres. It comes with all the features and offerings of the Enterprise suite packed in a box. The single box solution of CZ SME Suite can handle up to 180 agents concurrently with 240 voice channels offering 99% uptime.
Data security is primary for us. With CZ SME Suite businesses get an inbuilt CZ screen logger so they can record every movement of their agents on the platform along with a live view of their chat conversations and dispositions with the customers. This coupled with CZ Voice logger provides a complete control on data and agent behaviour.
The CZ SME Suite can work with ease on any thin client or Linux machine. Since the agent and admin interfaces are web based, businesses do not need to install applications or proprietary Operating Systems. So it is not only cost effective but removes the hassle of upgrade of other applications/OS.
Give your customers the familiarity they deserve. Sticky Agent connects the caller to the same agent, provided she calls within a specified threshold time. The benefit is that if the customer calls more than once, then she is not required to explain the same query or problem again.
Agents can login to the ACD remotely using mobile phones, landline phones (in case of TDM or GSM cloud) or IP phones (in case of IP Cloud). The entire call is recorded, reported and can be even live barged in as any other agent call on CZ SME. This is also useful for field executives or subject matter experts who cannot sit in the contact center and attend customer calls.
The agent and admin interfaces are entirely browser based and there is no application to be installed on the desktops. The agents can perform the following
1. Transfer a call to another agent
2. Initiate a conference call so that their supervisors can join the conversation
3. Redial the last dialled number
4. View the communication history of a call, like disposition, remark, agent who handled and date & time of call
5. Switch to Preview or Progressive modes
6. Put a call on hold and retrieve back
7. Dispose a call with set dispositions
8. Reschedule a call for later date and time
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. Some key features are:
1. Listen and barge in allows admin to listen to a call discreetly and can barge in whenever the need be
2. Call Whisper allows the admin to whisper to the agent without letting the caller know
3. Join a conference call to help the agent when requested
4. With inbuilt voice and screen recorder, Supervisor can choose to view a recording in particular or can randomly pick up a sample to get an accurate picture of the way customers are handled.
5. More than 80+ reports are available to admin and he can have custom reports too
C-View is utilized for centralized monitoring and reporting.
The key features are
1. Agent Live Stats monitoring of all ACD servers.
2. Real-time Campaign Stats.
3. Real-time Voice Logger view, play and download.
4. Real-time reports syncing from ACD servers.
5. No separate login to ACD. From C-View, admin can access the ACD.
The C-Zentrix SME solution can be installed on any standard PC server available with the business. A dual Xeon server can support up to 150-180 concurrent tele callers with all the applications of the contact centre.
The CZ SME solution has inbuilt functionality for failover and can be configured for High Availability with two server architecture of CZ SME. Businesses requiring an uptime of 99% for critical processes can utilize the high availability functionality to build such an architecture.
Tele callers can login from a remote location to the CZ SME using landline, mobile phone or IP phone and take calls without any interruption in the same manner they take calls while in the office.
Businesses can also integrate CZ SME Suite to web applications like live chat on websites, web call-backs and social media allowing agents to connect with multiple customers concurrently while providing them a unified queue.