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C-Zentrix helped Pidilite to innovate around their contact center strategy and deliver 24x7 customer support
C-Zentrix helped Quikr.com to track the complete lead life-cycle and improved their Turn Around Time.
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.
The C-Zentrix Trouble Ticketing application provides a 360 degree interface for the customers to register any complain or query with the central help desk of the enterprise using Voice Call, Email, SMS, Social Media or Chat. The system generates an automated ticket number which is provided to the customer for future references to the status of the registered issues.
The Trouble Ticketing solution helps the enterprise to monitor all the queries and complaints proactively; making sure that none of the customer complaints goes unattended. The application provides real time status of each ticket and it’s TAT for closure. Any delay beyond the standard TAT is escalated via Email or SMS to the relevant stakeholder as per the escalation matrix created by the administrator of the application.
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C-Zentrix Ticketing can be hosted over the cloud or can be installed in premise. The solution can be hosted over a private or public cloud or installed in the premise by the customer. The complete solution is based on LAMP platform and is completely browser based with no need of installing any additional application over the end users device.
Escalation matrix can be customized as per the organizations need. The administrator can define the hierarchy of the escalation matrix and set the rules for escalation which should be followed in case of escalation. The escalation details can be communicated to the user via Email or SMS notification.
IVR,Email, SMS, Chat, Social Media plugins to the ticketing system. C-Zentrix Apps come with standard APIs to plug in different communication channels to the ticketing system for notification and update.
Various user levels can be created with independent logins for different users with different roles. The administrator can define the modules which are active for the enterprise and the roles which have right to these modules. The complete modular structure of the application makes it easy to maintain and manage for the administrator.
C-Zentrix Trouble Ticketing Application provides a 360 degree interface for the customers to register any complain or querie to the central help desk of the enterprise using multiple channels