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C-Zentrix helped Snapdeal manage its customer communication in an effective way providing delightful & seamless customer interactions.
With the implementation of C-Zentrix solution, NIIT has seen huge improvement in the TAT(Turn Around Time) to few minutes from few days for connecting to the prospects dropping in from various lead sources.
C-Zentrix has been an involved partner with us for last 2 years in providing end to end solution for customer support services.Their capability to integrate their solution with order booking engine and online web portal really gives an advantage to online business like us. I would recommend them to any E-Commerce company in India or abroad which wants to have a robust customized solution for their help desk.
What differentiates common auto dialers in the market with world-class C-Zentrix predictive dialer is the predictive algorithm that guides the dialing principle. Most of the dialers touted to be predictive are more then an auto dialer with manually managed pacing. The true predictive dialer is adaptive in nature which adapts and controls its behavior based on the past pattern of dialing and agents call handling patterns.
C-Zentrix’s Predictive dialer is truly adaptive in nature and evolves its dialing pattern over a shift based on the quality of lead list, the gateway connectivity pattern, Average Handling Time (AHT) for the agents and the abandon call percentage as prescribed by the industry standards.
The advanced Rule Based Dialing helps users to go beyond standard predictive algorithm and create their own algorithms for dialing based on region, demography or simple rules like LIFO (Last In First Out) or FIFO (First In First Out) which can be used as per the business needs.
The Predictive mode comes with inbuilt progressive, preview (normal and auto) and manual mode of dialing. The third party Lead sources like website, CRM, LMS, SMS, etc. can be integrated for the leads to directly flow to the C-Zentrix Dialer for a real time connect.
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Multiple skills can be set for a Tele-Caller for outbound predictive dialer mode. Skills can be language, product expertise, etc. The file containing leads would have the skills detail so that when a call is connected then its routed to the right skilled agent on the floor.
Auto pacing for Predictive Dialing (manual pacing also possible).
Facility to switch between different dialing modes (Manual/Preview/Progressive/Predictive) seamlessly at the agent level.
Complete web based interfaces for configuration and management
Telnet based access for live monitoring of the call flow
Facility for bulk rescheduling and re-churning of leads from the administrator interface
Strict mode for call back so that the call is connected to the same agent who the customer spoke with the first time.
Call back rules based on standard switch level disposition as well as customized disposition as set by the dialer administrator
Rule based dialing with default rules like LIFO and FIFO or even customized rules as created by the administrator.
Call blending possible with the Predictive Dialer (same agent can take predictive/progressive/preview/manual outbound as well as inbound calls when free)