C-Zentrix Enterprise Customer Engagement Center Solution

Transcription

1 C-Zentrix Enterprise Customer Engagement Center Solution Contact Center & CRM Towards Vision Technologies Pvt. Ltd. (NASSCOM EMERGE 50 Company)

2 C-Zentrix-At Glance C-Zentrix is a flagship product of Towards Vision Technologies Private Limited (TVT) a company incorporated in the year C-Zentrix range of products specializes in software products for contact center and enterprise level applications for voice and data With 500+ customers and approximately live licenses running at any given point of time, we are now a leading Contact Center solution provider in India Some of the many customers certifying C-Zentrix capabilities - Max Life Insurance Limited, ICICI Lombard, Reliance General Insurance, Berkshire Indi,SMC India, NSE Mumbai, NIIT Limited, Amity University, Kohler India, Pidilite Industries, Snap Deal, Quikr, Red Bus, Videocon Next, MNREGA Rajasthan, DIAL 100 Mumbai and many more. Presence in 5 continents including countries like India, Bangladesh, Srilanka, Malaysia, Indonesia, Dubai, South Africa, Ethiopia and Brazil

3 Solution Offering IVR ACD Outbound Security System Logger Help Desk Solution Robo Call Solution Missed Call Solution Audio Conferencing Lead Management Solution

4 Flavors of C-Zentrix Customer Engagement Solutions C-Zentrix Nano (Deskless Solution for Small Businesses) C-Zentrix SME ( Single Box Call Center Solution) C-Zentrix Enterprise (Cluster Solution with HA) Customer Relationship Tools C-Zentrix Ticketing Application C-Zentrix Lead Management Application C-Zentrix Loggers C-Zentrix Voice Logger C-Zentrix Screen Logger C-Zentrix Addons C-Zentrix Missed Call Platform C-Zentrix Robo Call Solution C-Zentrix Web Chat C-Zentrix Management Solution C-Zentrix Conferencing Bridge

5 CZ Interactive Voice Responce System Advanced XML based IVR creator Text to speech facility API for integrating to any automatic speech recognition system Integration with any kind of applications or databases Display of IVRS node traversal on tele caller screen Time base IVRS announcement Detailed IVRS reporting Secured authentication with Https for IVRS prompt without actually accessing the database

6 CZ Automatic Call Distributer Normal and skill based routing Ability to add n number of skill with priority for an agent Call queuing facility Roaming agents Live call barge in Auto barge in Call forwarding Supports multiple queue Inbound, outbound and blended queues Customized MoH (Music on Hold) for each queue Call Transfer (agent to agent) and (queue to queue) Screen transfer and skill transfer in case of agent to agent call transfer

7 CZ Auto Dialler Predictive, progressive and preview modes of dialing Rule based dialling with rules like LIFO and FIFO instantaneously applicable Time zone based dialling Multi number dialling (up to 10 numbers for a lead) Live update on the lead status for each list Facility to set bulk rescheduling and rechurning of the leads Facility to set call backs from the agent interface Facility to set strict mode for a call back so that the same agent receives the call the next time when the lead is called back Automatic call back by auto dialler on an abandon inbound calls

8 CZ Voice Logger 100% call recording of calls (inbound, outbound, automated or manual) Agent can have the facility record his own calls Voice logs can be saved in wav or mp3 file format Sound files can be searched on the basis of date, time, length of file, dispositions, customer phone number,agent id, campaign, unique id etc Real time voice logs backup facility to any FTP server Sound files can be played in the browser itself remotely on a standard internet connection Inbuilt quality tool for quality team to rate voice logs Ability to integrate to VERITAS tape drive and SAN Facility to merge the voice logs with the screen logs

9 CZ Missed Call Solution Innovative service of Missed call to help your business flourish with minimal amount of investment. It is the simplest way to capture customer information without incurring any cost on either sides C-Zentrix Missed call service lies outside the provision on NDNC regulation Implementation requires effort as less as one man day CTI interface- The customers caller id can be pushed to any third party application including Lead Management System for storing all the leads generated and running a marketing and sales campaign on the same C-Zentrix Dialer for instant connect to the potential customers by the tele-sales team SMS gateway for immediately pushing SMS to the customer with relevant details

10 CZ Robo Call Solution C-Zentrix RoboCall solution is an innovative way to proactively connect to existing customers, prospects and employees and update them about payment collections, telephonic survey, events, results, new initiatives or pass on important information in an event of sudden disaster. Automated call for product promotions Automated call for payment collections Automated telephonic survey Communication during disaster management Update to the employees on new initiatives undertaken by the enterprise (HR and Admin initiatives)

11 CZ Help Desk Solution C-Zentrix Help Desk Solution is a combination of C-Zentrix Contact Centre Solution and the Trouble Ticketing CRM which provides a 360 degree interface for the customers to register any complain and queries to the central help desk of the enterprise using phone call, , SMS or chat. The helpdesk solution helps the customer to monitor all the queries and complaints proactively making sure that no customer complaint goes unattended. Some of the Important features of the Solution are: Simple queries students, staff members, parents and prospects related to the institute Queries pertaining to course fees and course details etc by students, staff members, parents and prospects Result announcements over automated interactive voice response system Holiday list announcement, session start date/session schedule announcement Information regarding placements, events in the institute

12 Customer Calls to Tele-Callers at the HelpDesk Call from Customer 1 Call from Customer 2 Call from Customer 3 Customer calls distributed to Tele Callers by Centrally Hosted C-Zentrix using Skill Based Routing Generation of Complain/Ticket id The ticket details are generated as shown above once the tele caller enters all the relevant information as communicated by the customer. Ticket Details Pushed to Stake Holder Accounts TT Details Dispatch Tech Support Ticket Details is pushed automatically or manually to the right department based on the issue type or severity or custom logic of the process

13 Customer Survey Module The Help Desk can again call back the customer; take a feedback on the support provided and request him to give a feedback on Telephonic Customer Survey. This helps the online business to gauge the satisfaction level of the customer and take corrective measures where ever possible to improve the customer satisfaction. Automatic complain id generation SMS and support Facility to extend the ticketing application to various departments of online business like dispatch department, accounts department etc. Automated escalation matrix module Integration with order booking engine and web portal Voice log tagging with case id Customer survey module Advance real time and historical reporting APIs to connect to third party applications like SAP, Oracle and other inventory management and accounting software.

14 CZ Lead Management Solution Combination of C-Zentrix Contact Center Solution and the Lead Management The solution helps to: o Track the leads from various sources and vendors in real time o Reach out to the prospect ahead of the competitors o Allocate the leads to the field force in real time o Track the life cycle of the lead end to end Some of the Important features of the Solution are: Instant automated connect to the prospect within 2 minutes of query End to end follow up of the leads from the time the lead hit the source to the physical meeting of the field executive to the prospect Standard reporting for analysis of the quality of leads. Tagging of voice logs to each lead Quality and Audit module for leads Assignment and reassignment of leads APIs to plug in to third party applications, order booking systems, inventory management systems and databases of the enterprise Android based app for end customers and field executives

15 Lead Flow Management tele-callers to sales manager (automated push) Lead from Tele Caller A (Disposition: Interested) Lead from Tele Caller B(Disposition: Interested) Lead from Tele Caller C (Disposition: Interested) Automatically pushed to the Specific SM as per the mapping based on disposition, Product or Geographical Area or any other criterion Sales Manager (SM) to Field Executive(FE) (Automated or Manual Push) FE 1 Lead is pushed by SM to his FE mostly manually based on Location, Product and Availability of the FE SM FE 2 FE 3

16 CZ Teleconferencing Solution Multiparty audio conferencing platform 100% call recording facility Internal conferences External conferences Guest lectures over phone Parents teacher meeting Internal use of college for meetings of staff and administrators

17 CZ Security System Mobile App based Security System can be used for setting up disaster help desk for students and staff inside the institutions premise. Emergency call by student or staff through an app in a disaster situation like ragging, accident etc. Google map based central help desk tracker of student and staff in emergency Auto SMS alert push to stake holders in emergency C-Zentrix PC Screen Logger helps to record the entire activity on PC and laptops as a video for safety and evaluation purposes

18 Architecture Diagram 5 Server Setup

19 BFSI Partial Client List 1/2 E-Commerce Education

20 Manufacturing Partial Client List 2/2 BPO

21 Thank You Contact Details: Saket Setu All rights reserved. This document is property of Towards Vision Technologies ( and it contains confidential information and intended to client only. No part of this document can be reproduced or used without prior permission. Rachana Singh