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C-Zentrix helped Pidilite to innovate around their Contact Center strategy and deliver 24x7 customer support
C-Zentrix has helped RGI Pune BPO to automate its tele-sales activity across the country by the use of C-Zentrix Contact Center Solution and Auto Dialer. We use their platform for lead generation and tele-sales. The overall back end support provided by them is very good and any system queries are answered on time. We would recommend them to any BFSI customer looking for advanced contact center and lead generation platform
Today customers look for 24x7 help desk support with immediate commitment on resolution TAT and future follow ups.C-Zentrix Help Desk solution helps the enterprise to monitor every single call, generate complain IDs on each call and assign it to the right dealer in the dealer network. The dealer can log in to the ticketing system from his location, see the new tickets assigned to him and assign a service engineer to take an action on the ticket. The voice logs recorded at the central help desk can be accessed by the dealer and the service engineer to identify the exact issue reported by the customer before the service engineer visits the site. The service engineer upon visiting the site can record a video of the damaged part and upload the video or the photograph to the ticketing system for inspection by the central team.
The inbuilt escalation matrix module helps the enterprise to create their own escalation matrix and TAT for each kind of issue. The escalation happens on SMS and email as per the matrix set by the enterprise. End of the day the enterprise is able to pull out various reports including SLA and TAT reports, dealer efficiency report, tele-caller efficiency report, inventory utilization reports, shift management reports, service engineer based reports etc. for their evaluation and improvement of customer service and support.
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For customers including phone, email, sms, chat and social media plugin
For generating automatic compliant ids and extending the complaint management to the dealer network
This helps the central team to verify and evaluate the exact replacement which needs to be send to the field engineer or the dealer
The inbuilt escalation matrix module helps the administrator to set rules for escalation along with the hierarchy in the organization .Escalation can happens over web, email and SMS.
The IVR based C-SAT survey module helps organizations to take feedback from the customer over the call and publish a detailed customer satisfaction survey report to the top management
The solution comes with standard web based APIs to plugin to any third party CRM, ERP,databases, BI tools,inventory, invoicing modules, etc.
The extended AMC module of the ticketing system helps enterprise to track product replacement tickets under warranty or out of warranty and accordingly raise bills to the dealer or the end customer for the replacements.