Banking & Insurance

Advanced customer engagement solution form the backbone of BFSI businesses. Over the years C-Zentrix has evolved as a highly dependable customer engagement solution for BFSI companies.

Insurance and home loan companies utilize CZ Helpdesk for handling complaint and queries for their customers which includes queries related to premium payments, product details, insurance claims, loan interests, loan repayment, application for loan, etc. They use CZ LMS extensively for lead generation and tele-sales activities for a faster and more organized reach to the prospects. Collection module built on C-Zentrix Predictive Dialer and Rule Based Dialer are used by insurance and home loan companies for premium or EMI reminder and cross selling of insurance or loan products.

CZ Voice Logger facilitates Insurance companies to retain sales calls recordings forever,which helps them to comply with the IRDA guidelines. Securities companies utilize CZ Helpdesk solution for 'Call n Trade' services (telephonic trading of shares), customer complaints and queries related to their demat accounts, transactional issues etc.

Many of the customer services are automated over the Interactive Voice Response System. C-Zentrix suite has the capability to integrate with a third party trading server of the enterprise for creating a T- PIN (Trading Pin authentication module over the IVRs) module for a secured and safe telephony based trading system.

CZ IVR with inbuilt Speech Recognition helps BFSI business in providing faster customer resolution and reduces the wait time of customers over the IVR.

CZ Advantage

MULTI-CHANNEL COMMUNICATION

Multi channels like Voice, Chat, Email, Bot, SMS and social are seamlessly integrated over CZ Omni and provide multi touchpoints to the customers.

LEAD MANAGEMENT SYSTEM

For managing leads from multiple sources - like chat, email, voice, social and bot. Also the lead need to be forwarded to branch offices to pursue further discussions.

Integration with 3rd party applications

C-Zentrix Suite can be integrated with CRMs and BI tools. This is especially helpful in insurance renewal process.

Secured customer authentication

CZ IVR can be integrated with third party authentication tool. As soon as the customer calls from the registered number, their phone number is passed in real time to the authentication server (over HTTP request) and T-Pin is authenticated.

PCI DSS certified IVR

CZ IVR is PCI DSS certified and can be used by organizations to host it in their premises for any IVR based payment transaction system.

SCREEN LOGGER

For screen recording of all transactions on the agent screen. Along with voice logger, this becomes an excellent tool for monitoring and training purpose.

Collection module

CZ Dialer is integrated with customer profile and intuitively makes outbound calls. It efficiently aids in debt recovery and premium collection.

Self service and Bot

CZ Bot provides a 24/7 virtual assistant to customers and reduces the wait time. CZ Guide provides the knowledge base and increases self service by many folds.