C-Zentrix Omni provides a single queue for the different channels which makes it a truly unified platform. It helps the customers to connect with their preferred channels – Voice, Video, Email, SMS, Social Media Messenger – Facebook, Twitter, Instagram and WhatsApp.
C-Zentrix helps to manage the auto loads management of the Queue by diverting the customers from long waiting time to less waiting time channels.
Single sign on helps agents by abolishing multiple login fatigue. The same agent can be logged in automatically to all the assigned channels, once s/he logs in to CZ Omni.
This benefits the agents to quickly log into various channels, evade redundant errors and perform their jobs effectively.
CZ Omni provides a similar experience to the supervisor / admin with Single Sign-On to sign into all the platforms like voice, video, chat and CRM.
CZ Omni provides the insights on all different channels. Such insights enable you to understand what is the preferred and common channels used by customers, which channel is utilized and the time and seasonality effect.
Such insights will help you to optimize the channel utilization and agent utilization to ensure better CSAT score and higher ROI.
The context is everything in the customer service interaction. Repeating information in different channels, with different agents causes huge frustration among customers.
CZ Omni avoids all of this and displays the customer journey across all channels to the agents. This helps the agents to understand the customer problem in a better way and provide them a faster and better resolution.
CZ Omni backed by robust reports provides historical data on agents’ conversation, whether it is voice or non-voice data across various channels.
Reports include login-logout, agents’ activity on different channels, interaction disposition status and the time spent which enables the managers to get a deeper insight about the productivity of agents and the operation. This will help to make result-oriented decision.
Customer’s issues get resolved faster resulting in better FCR.
Customers can move across channels and have a consistent experience.
Customers get a more personalised experience as agents are equipped with conversational history.
They are entertained and supported on their preferred channel.
Customers are free to use any touchpoint as per their convenience.
Agents can sign into all the channels simultaneously without any hassle.
Agents can be monitored on their multi-channel productivity.
Agents can easily create and follow-up on tickets via an integrated CRM.
One platform allows your agents to handle Voice Calls, Emails, Social Media, Chats and more.
Agents are customer-ready with data on customer’s journey and other details, allowing them to provide quicker resolution.
C-Zentrix Omni Cloud Platform has made our customer service and experience really world class. The omni touch points of call, WhatsApp for business and live chat has given our customers the flexibility to reach us through their channel of convenience and at the same time our agents have a 360 degree view of all customer interactions through various channels. The partnership with C-Zentrix has been really fruitful and the support and service which they offer here in UAE gives us the confidence to further engage with them for all our other similar requirements. I will strongly recommend them to anyone looking to set up an Omni CX platform.
Aatif Rana, General Manager, Dubizzle Cars
“C-Zentrix is our technology partner for now close to over a year. They implemented and designed some of the most complex requirements for our team in quick time bound manner. The way they helped us in the Covid-19 lockdown emergency to quickly setup remote agents and provide work from home solutions in couple of days to our callers sitting at home is amazing. They really made sure that our customer services did not fail even during an emergency like this. We are happy to have a partner like C-Zentrix in these difficult times”
Amit Madhan, President and Group Head (IT and eBusiness) - Thomas Cook India Limited
We signed up C-Zentrix as a technology partner 2 years back to automate our entire communication platform using the C-Zentrix CCaaS platform for managing our TOC and Landlord operations. The C-Zentrix team has designed and integrated our various applications to fulfill some of the most complex requirements for the automation of our various processes. This implementation has helped Indus Tower significantly improve overall service and maintenance efficiency across India for managing its Tower infrastructure. C-Zentrix's ability to offer solutions over the cloud and at the same time customize it as per the client's need is what makes their offering one of the most unique in the cloud contact center space.
Bishwajit Roy Gupta, General Manager, National TOC Head Indus Tower Limited
C-Zentrix has helped us in setting up the dialer solution in a very timely and cost effective manner. It was very easy for us to incorporate their tool into our systems without doing any major changes. 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.
CarWale Automotive Exchange Private Limited
At Libas, exceptional customer service is our priority. C-Zentrix's contact center solution has been a game-changer. It's streamlined our operations, allowing us to efficiently handle customer inquiries. We've seen a significant improvement in first-call resolution rates and a boost in customer satisfaction. We highly recommend C-Zentrix as a reliable solution and trusted partner for business success.
Gaurav, Operations Manager Libas
We have been using C-Zentrix solution from close to 4 months now.They provided us with their SME solution that has improved our productivity,efficiency and quality. We would definitely rank them high in telephony solutions. Greatly appreciate the efforts put in by their sales and support team.
Meesho
Using C-Zentrix has given us lot of leverage for customizing the product and integrating it with our existing lead management system. It was wonderful working with the C-Zentrix team who were patient to our changing needs and requirements and made sure that all the customizations along with the product were delivered as per the agreement, The C-Zentrix team's innovative ideas helped us further improve the utility of the solution for our requirements and create value adds for our business team. We never miss a call now. We have benefited from this association. C-Zentrix team is like a partner, I wish them all the very best.
NIIT
We are very happy with the support provided by C-Zentrix. We have been using C-Zentrix Contact Center Platform with the Trouble Ticketing CRM for last 3 years for many of our most critical help desk support. The end to end complain management solution really helped manage the complaints and queries of our partners in an organized way with minimum TAT. The support from C-Zentrix team for such critical process where the up time required is 99.99% has been fantastic and we have hardly encountered any challenge in last 3 years of usage. We would highly recommend this solution for putting critical service desk operations /processes of the organizations.
NSE COLO Data Center
“C-Zentrix has been our partner for technology for now close to 10 years. We have seen them grow to become a major player in the industry and providing state of the art technology comparable to the best in the world for our services. Their customer centricity and willingness to help us whenever asked for is laudable. The way they helped us in this covid times to quickly setup remote agents and provide work from home solutions in couple of days; helping us in the business continuity and making sure that the business was not impacted due to lockdown is really worthy of a special mention.”
Rajesh Sehgal, (CEO – Caretel Infotech Ltd).
C-Zentrix has helped Reliance General Insurance 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.
Reliance General Insurance Co. Ltd.
We are C-Zentrix clients since last three years using their technology in multiple locations across the country.We hardly find any issue with C-Zentrix products.
Religare India
We at Oyo have been using C-Zentrix for our Customer Experience now over a decade, right from the start of our business operations. C-Zentrix has been a great technology partner committed to our goals and global requirements. Year over year as our business expanded and business needs matured, C-Zentrix has demonstrated great capability in implementing and customizing their solution to our business needs. C-Zentrix's capability to offer On Premises as well as Cloud (CCaaS) contact centre platform across the globe based on our requirements has given us great flexibility in optimizing our costs without compromising on the quality of our customer experience. I highly recommend them to all new age startups who are looking to set up a world class CX platform and get value for their money.
Ritesh Agarwal, Founder and CEO - Oyo Rooms
C-Zentrix stands out for its user-friendly interface, facilitating a smooth transition even for non-tech-savvy team members. Its intuitive design streamlines operations, while real-time reporting and analytics enable informed decision-making. What truly distinguishes C-Zentrix is its exceptional customer support, readily available to address challenges and queries. Their commitment to client success is evident, ensuring maximum utilization of their software. The impact on businesses is substantial, evidenced by increased customer satisfaction, quicker response times, enhanced issue resolutions, and personalized communication. These improvements directly contribute to heightened customer loyalty and a substantial boost in profitability. C-Zentrix's combination of usability, support, and tangible business benefits makes it an invaluable asset for companies seeking operational excellence and customer-centricity.
Rojesh Man Shrestha, Customer Service Manager - eSewa Pvt. Ltd.
SMC has been associated with C-Zentrix for customer experience center solution from last 7 years. We are using their SME solution. It has been a great experience with their Voice product, Customer support and C-Zentrix solution features like Online Chat, Robo-Calling, SMS & CRM Integration, Auto-Callback and Number Masking. C-Zentrix has helped SMC Insurance Brokers Pvt Ltd to automate its tele-sales & Customer Support activity by the use of C-Zentrix Contact Center Solution and Auto Dialer. They share updated information those help us to get current market requirement. The 24*7 back end support provided by them is very good and any system queries are answered on time. We appreciate the efforts and support by their sales and support team.
SMC Finance
C-Zentrix has great products. We have together delivered quite a few projects with C-Zentrix. The entire experience of working with Team C-Zentrix is great and the support received from them is excellent.
Sampath Kumar, H R - CEO of Value Point Systems
I am pleased to share the value that C-Zentrix had offered to us through the Call Center Solution. We had been using C-Zentrix since 2013. The solution is fairly priced and offers good deal with flexibility towards our business needs. The support from C-Zentrix team had also been good over the years. Keep up the good work.
Siddharth Singh Hada, Resonance Eduventures Limited
C-Zentrix has been a dependable partner and solution provider for the customer service of Coal PSMS department of mjunction. The team has provided a highly customised IVR which has resulted in significant IVR containment rate. So, with self-service capability our customers and partners can conveniently access all required information with lesser dependency on live agents. We strongly recommend C-Zentrix for high quality software and a proactive team.
Souvik Saha, Senior Manager - Mjunction
C-Zentrix has revolutionized our customer service for the voice LOB. With its seamless call channel integration, we've achieved 85-90% CSAT, faster resolutions, and happier customers. The intuitive interface and robust reporting tools offer invaluable insights for informed decisions. Highly recommend for any business seeking a reliable call center solution.
Sudeepta Dey, Assistant Manager - Operations Bewakoof.com
C-Zentrix has been an involved partner with us for last 2 years in providing end to end solution for customer support services. Their C-Zentrix Contact Center Solution with Trouble Ticketing CRM provides a strong solution for E-Commerce segment. 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.
Yebhi.com
C-Zentrix has been our telephony partners for the last 8 years. We are using their SME solution. It has a great agent UI that is easy to adapt to and has significantly increased productivity. C-Zentrix solution has benefited us greatly by monitoring live customer calls, generating informative reports, tracking agent performances & also easy UI. The team’s proactive support & intervention is much appreciated. Would like to mention specially about Presales, Sales & Support team from C-Zentrix who have been commendable in their way of working with redBus.
redbus
Sendhil Kumar, Technical Consultant (CSI)
Channel Centric
Customer has to repeat information when switching channels or agents.
Basic level of engagement as every conversation is isolated.
Need to separately manage in to different channels and manage from different screens
Requires more manpower to monitor each channel.
Customer Centric
Customer’s conversation context is saved, ensuring smooth switchover to new channel or agent.
Enriched customer engagement with personalization, due to access to customer’s journey.
Single sign-on ensures agent can seamlessly log in to multiple channels at once and manage the interactions