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Unified Agent Interface With Integrated Reporting
Implementation of C-Zentrix enabled Magus Dialog too increase it agent productivity by 100% and provide 99.99% uptime to its end customers.
C-Zentrix Enterprise Suite CRM enabled ICICI Lombard to automate its end to end lead generation process resulting in the Increased Productive Time
We feel privileged to partner with C-Zentrix. Their focus commitment, focus, team work and integrality demonstrated in handling any requirement or support issue was fantastic. The support issued to us at critical times, around the clock was appreciated. The turnaround time at most times has overwhelmed us.
C-Zentrix comes with standard web based APIs for integrating various modules like CTI, Dialer, Agent UI, Reporting Engine, IVR etc to third party applications (databases, CRMs, BI tools, TTS/ASR engines) in easy and quick manner.
The medium of communication between CRM and C-Zentrix is HTTP. The architecture is based on standard request-response mechanism. The CTI integration provides live event sender which can keep updating the web service or HTTP event handler for events like Agent Login/Logout, Call Dial/Disconnect, Hold/Un-hold etc. Request parameters are sent in the form of HTTP input parameters which is used by the CTI handler for taking relevent action.
The C-Zentrix Bar (CZ Bar) is a standard plugin with all call controls like dial,disconnect, hold, unhold, trasnfer, conference etc which can be plugged in to any third part CRM interface. This helps the agents to have a unified agent interface for operation without toggling on to multiple screen during a call. All API details can be found in the integration documents available here.
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