CZ Enterprise Suite is designed to give businesses a truly digital connect that has a high availability rate. With CZ Enterprise suite, business can drive a context based, continuous and customisable communication with their customers.
The inbound and outbound telephony on CZ Enterprise integrates smoothly to CZ Omni platform and provides seamless customer experience across multiple channels like live chat on websites, web call-backs, SMS, Email and social media allowing agents to connect with multiple customers concurrently while providing them a unified queue.
The CZ Enterprise Suite has an auto fail over mechanism at each level of application software and hardware, which provides for high availability with an uptime of 99.999% for the entire hardware and software solution.
The intelligent and intuitive load balancing capabilities of the solution are the highlights of the product. The load balancer helps to balance the call load across multiple ACD`s based on the tele caller`s availability, quickest route to a free tele caller, average wait time in the queue as per the SLA defined by the administrator. The load balancer can be configured and customized exactly as per the need of the enterprise.
CZ Enterprise Suite is designed in a N+1 architecture that checks for Active-Active and Active-Passive redundancy at each node, giving the system the robustness your business deserves. Its state-of-the-art cluster technology allows enterprise to scale their operations without a glitch!
The intelligent and intuitive load balancing capabilities of the solution are the highlights of the product. The load balancer helps to balance the call load across multiple ACD`s based on the tele caller`s availability, quickest route to a free tele caller, average wait time in the queue as per the SLA defined by the administrator. The load balancer can be configured and customized exactly as per the need of the enterprise.
CZ Enterprise Suite is designed in a N+1 architecture that checks for Active-Active and Active-Passive redundancy at each node, giving the system the robustness your business deserves. Its state-of-the-art cluster technology allows enterprise to scale their operations without a glitch!
The CZ Enterprise Suite has an auto fail over mechanism at each level of application software and hardware, which provides for high availability with an uptime of 99.999% for the entire hardware and software solution.
This is the brain of the solution which managers all the ACDs and gateway servers. CMS also monitors and reports the overall performance. CMS takes care of the following:-
• Agent registration
• Agent Configuration
• Admin Configuration
• Synchronization between CMS and Node Servers
• List Management and Data View
• Load balancer
• Report Management
• Virtual Queuing
Give your customers the familiarity they deserve. Sticky Agent connects the caller to the same agent, provided she calls within a specified threshold time. The benefit is that if the customer calls more than once, then she is not required to explain the same query or problem again.
Agents can login to the ACD remotely using mobile phones, landline phones (in case of TDM or GSM cloud) or IP phones (in case of IP Cloud). The entire call is recorded, reported and can be even live barged in as any other agent call on CZ SME. This is also useful for field executives or subject matter experts who cannot sit in the contact center and attend customer calls.
The agent and admin interfaces are entirely browser based and there is no application to be installed on the desktops. The agents can perform the following
1. Transfer a call to another agent
2. Initiate a conference call so that their supervisors can join the conversation
3. Redial the last dialled number
4. View the communication history of a call, like disposition, remark, agent who handled and date & time of call
5. Switch to Preview or Progressive modes
6. Put a call on hold and retrieve back
7. Dispose a call with set dispositions
8. Reschedule a call for later date and time
The CZ Contact Centre Suite comes with multiple smart features for the supervisors to track, monitor, train their agents and intervene in their customer interactions whenever necessary. The role-based access of the console ensures that no data gets into unauthorized hands. Some key features are:
1. Listen and barge in allows admin to listen to a call discreetly and can barge in whenever the need be
2. Call Whisper allows the admin to whisper to the agent without letting the caller know
3. Join a conference call to help the agent when requested
4. With inbuilt voice and screen recorder, Supervisor can choose to view a recording in particular or can randomly pick up a sample to get an accurate picture of the way customers are handled.
5. More than 80+ reports are available to admin and he can have custom reports too
The CZ Enterprise Suite can be installed on standard servers available with the customer. A set of seven clustered Xeon Servers can support up to 300 concurrent tele-callers with high availability and Load Balancing.
The CZ Enterprise Suite comes with a single window. The administrator can login to the CMS and can also configure and manage all the ACD`s and gateways in the C-Zentrix Enterprise cluster. All the reports are available as a single snapshot from this central view.
All the applications in the CZ Enterprise Suite can be managed from the web based interfaces and are easy to navigate and configure as your business requirement. The web based interface helps businesses to manage the setup remotely over an internet connection as and when required.
Advance dashboard and MIS reports are available in a single view and can be pulled out by the supervisors and managers remotely over an internet connection and role based access helps to maintain security of this data.