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C-Zentrix is one among the leading companies providing Contact Centre Software and Enterprise Solutions with a difference. Our Products and Services are extensively used for Predictive Dialing, Inbound / Outbound telephone calls, Interactive Voice Response (IVR), Voice Logging, IP-PBX, Voice Commerce and Customer Relationship Management (CRM) applications.
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Company Profile
TVT is incorporated in 2002
More than 200 clients across the globe
from various domains
Over 15,000 seats in active use
Company
Technology
Contact Center Technology Specialists – World’s
First Single Box Solution capable of handling
over 200 simultaneous calls
Expertise in VoIP, TDM, Linux, RTOS,
Networking and Web Applications
Victor Alexander ( Chief Executive Officer)37 years of work experienceWorked with IBM (Middle East / Europe Operations) in Senior Management
Abhijit Chaterjee (Director –Technology)M.sc. Mathematics, IIT Kharagpur & ME
(Hons)Computer Science, BITS-Pilani12 years of experience in Telecom,
Networking, Linux kernels
Bhishm Sharma (Director – Development)ME (Hons)Computer Science, BITS-Pilani 10 years of experience in various software
platforms
Saket Setu (Director –Marketing)MBA in international business from
IIFT , New DelhiYoung and Enterprising director with
10 years of work experience
Sharad (Director – Voice Commerce)Serial Entrepreneur - cofounder electronic
and mobile payment companies like A Little World, ATOM
11 years of experience has involved ideation, strategizing, creating development teams and exploring new business opportunities30 Development Engineers
24 Support Engineers
- Rajiv Mishra (Religare Technova)
Contact Center Solutions
C-Zentrix ExpressCapacity to Support 150-180
simultaneous blended(Inbound and Outbound) seats with 240 voice channels
C-Zentrix Express can be integrated with third party systems like SAGE, Microsoft Dynamics, Sugar CRM for CRMs and with Nuance / MScriber / Sprec / Vachak for ASR and TTS
In- built IPBXPowerful ACD
IVR - XML based IVR BuilderAuto Dialer with Progressive/Preview/
Auto-Preview/ Predictive modesVoice Logger
Customizable Agent Screen(CRM)Verifier Module
MIS ReportingVoIP Gateway
Payment gateway modulesSkill Based Routing / DNC Support
Robo calling / Timezone based callingBarge-in/Whispering Support
Remote Agent SupportConformance to PCI DSS
Conference SupportUnlimited Campaigns and Lists
Multi-tenant
Contact Center Solutions
LDAP Integration of company’s HR systemAccess and automatic backup any node’s
voice log, data and reportsAbility to update/add any node or group
of nodes from central viewAbility to change the dial plan for an
node and route calls to other nodesBarge In to any call on any node from the
central serverAutomatic generation of SMS and Email
to IT administrators, if any malfunction with server.
C-Zentrix DistributedManage multiple call centers from a
central locationEach node can have 150-180
blended seats on a single server
Central command can login to the central server and access any node of C-Zentrix to see live status of calling, barge in to any call, have backup of the voice logs of any remote location automatically
C-Zentrix ClusteredC-Zentrix Clustered can handled up
to 1000 seats targeted for large Enterprises which cater to multiple processes/clients
Self heal mechanism to identify issues with the telephony engines and fix it automatically with manual intervention
Contact Center Solutions
Contact Center Solutions
Multiple Meeting Rooms Simultaneously with 120 people for single conferenceAuthentication based access to conference roomAdd conference room dynamicallySet Monitor only mode (Listen only , No talking)Inbuilt Voice Logger for 100% recording of the conference in WAV/MP3 formatProgressive addition of the members to the ongoing conferencePre-Scheduling ConferencesEmail and SMS Notification for conferencesCapability to bridge conference call over Analog/Digital/VoIP LinkZip Tone alert for members already in conferenceMute and Un-mute conference by the adminFacility to create multiple supervisors by the super admin for the conference
C –Zentrix Conf Plus
C-Zentrix Conf Plus is an advanced conferencing bridge solution
C-Zentrix Custom CRM
Sales lead management(SL-CRMs)Trouble Ticketing and customer support(TTS CRMs)Patient appointment management(PA-CRMs)
Voice CommercePayment gateway.IVR based transaction platform
ASR, TTS and Speaker Identification integration with third parties already or in plan
C-Zentrix customers are backed by 24 X 7 support engineers round the clock
Multi mode support on chat, phone and E-mail; On ground local engineers to handle issues on sites; resident engineers for large contact centers
Auto escalations by the Ticketing system
High Responsiveness and accountability
TAT for critical issues is less than 10 minutes
RequirementsFor a large telecom process need a fully
redundant inbound call center solution in multiple locations
Solution had to have 0% downtime with 24x7 availability as hundreds of customer were calling at any given time of the day
100% call loggingCall barging to monitor calls from anywhere
using any phone
Solution ImplementedC-Zentrix Mini Cluster implemented with
Three Server architecture to handle hundreds of simultaneous calls with automatic failover to ensure zero downtime due to hardware failure
Voice Logger
Highlights of the implementation• C-Zentrix has proved to be a reliable, robust solution for this most punishing process with zero tolerance for any downtime• Innovative solution implement to allow Telecom officials to call from any landline or mobile or barge on agent calls
RequirementsSet up 24 X 7 support team for co-location
team who internally manages client’s rack servers
Maintain the database of all clients with server rack details
100% call loggingCall barging to monitor calls by the
administrator
Solution ImplementedC-Zentrix Express is implemented with
ACD (Automatic call distribution) to route calls
Voice LoggerTrouble ticketing CRM with all
client’s rack server database
Highlights of the implementation• C-Zentrix has proved to be best cost effective solution• Ticketing System was dynamically designed to add and manage client’s database with multiple logins
RequirementsDr Fixit wanted to establish an Advice center
for all its customers over a national toll free number
Calls have to routed to agents based on language
Remote monitoring facilityTrouble ticketing system with email and sms
integration Zero Downtime and customized IVR system
Solution ImplementedC-Zentrix is implemented with
Language based routing algorithm was implemented for call distribution
SMS and Email integration was done to send emails and sms to customers
Redundancy servers configured to ensure zero downtime
Highlights of the implementation• Dr. Fixit Advice Centre has grown from being a customer enquiry service to business lead generation system• Trouble ticketing CRM has evolved to full fledged lead management system
RequirementsNeeded an effective Tele calling solution to
reach more and more customersCentrally manage all the leads to different
centers across the countryAgents should log on to C-Zentrix using their
LDAP idsReal time calling campaigns for leads which
come through SMS100% Voice RecordingsZero Down time
Solution ImplementedC-Zentrix Distributed is implemented at multiple locations
• Allows to listen and download all voice logs of different locations• LDAP authentication module is integrated• SMS leads were integrated with real time calling campaigns• Redundancy servers are placed in all location and central back up system facility is available
Highlights of the implementation• Agents productivity was doubled after dialer implementation• Leads and call logs are centrally maintained and distributed without any hassles• Lombard is expanding the dialer integrations to all its locations
For Further Information
Saket Setu+91 9810 509 403; [email protected]
Sharad Aggarwal+91 9967 653 537; [email protected]
Vishal Sharma+91 9535 000 579; [email protected]