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India's fastest radio taxi service gets faster with C-Zentrix Call Center Solution
C-Zentrix helped Redbus achieve a very low call abandon ratio and maximum call connect rate, leading to significant increase in customer satisfaction.
C-Zentrix has helped us in setting up the dialer solution in a very timely and cost effective manner. I think their biggest USP is that they are themselves doing the services of the product which removes lots of delay in setting up the systems, which otherwise would have happened if there was a third party in middle. We are confident of their solution and would recommend to anybody wanting to have a cost effective dialer solution.
C-Zentrix High Availability (HA) mode as part of its single box solution and cluster solution helps customer get 99.999% up-time for its customer service. The auto switch over from the the main C-Zentrix ACD server to the backup server is seamless and only the connected calls are lost. In the cluster environment the HA mode is available at the Gateway level (PRI/VoIP Gateway), ACD Level and Central Login server level.
C-Zentrix gateways and agent login servers have the software Load Balancing (LB) module built in which helps in load balancing the calls across multiple queues in the ACD. The LB module can be fully customized based on the rules created by the administrator.
Administrators can create customized rules for load balancing the calls across multiple ACDs. E.g Administrator can create a rule which asks the C-Zentrix gateways to always transfer the call to the ACD where the queue wait time for the customer wont be beyond 10 seconds.
The agent login server automatically switches the agents from the main ACD to the backup ACD in case of the main ACD going down.
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High Availability at the Agent Login Server, Gateway Server and ACD Server for 99.999% uptime for C-Zentrix Customer Engagement Solution
Auto Switch Over for high availability from main server to the backup server. This failover mechanism works seamlessly for any hardware fault on the main server
Software based Load Balancing for Calls on the Gateway and Agent Logins on the login server for optimized hardware and software resource utilization.
Fully customizable load balancer rule for call routing to various ACDs from the gateways based on various parameters like queue wait time, DNIS, IVR selection, number of repeat calls from the customer in a fixed time etc.