CZ Contact Centre Solution
CZ Contact Centre is available both on premise and on cloud. It is highly scalable and customisable to suit all your business needs. We understand that your business can be a fledgling startup or a small and medium size business. It can be a large enterprise as well. We offer different product suites based on your business needs.
CZ Enterprise Suite
The CZ Enterprise is designed specifically with the purpose of providing highly scalable, cluster based customer engagement solution with High Availability (HA) and Load balancing as the key functionalities. The solution is scalable and can scale easily over 1000+ concurrent agents with multi-channel facility of voice, chat, email, SMS and social media interface for a complete customer engagement experience. The high availability of the solution makes it a perfect fit for critical call centre operations like Banking, Emergency Services, Telecom,etc where up-time of 99.999% is needed. The solution is meant for large enterprises and BPO`s
CZ SME Suite
CZ SME is a complete Customer Engagement Centre solution for small and medium size contact centres. It supports up to 150-180 concurrent tele callers with 240 voice channels (TDM or VoIP) on a single PC server with all call centre functionalities like IVR, ACD, Predictive Dialer, Progressive Dialer, Voice Logger , Screen Logger, CRM, MIS Reporting, Call Conferencing, Call barge in, integrated Email and SMS for customer engagement. The solution is specially crafted for the SME segment for quick and easy installation and easy to use modules with user-friendly interfaces. This can be provided with backup server for redundancy and failover. A Single box solution!
Non Voice Channels
Our world class features ensure that you run a world class chat
A Bot that is human by heart.
From Visitors to Leads in Just a Click
Be with your agents when they need you the most. This enables the agent to guide the user by navigating on her screen. However sensitive data is masked from agent’s view
CZ Screen Logger
Record to perfection.
Record the Calls and Improve the Call Handling Quality of Agents
Give your agents the power of mobility
Inside CZ Contact Centre Solution
Both CZ Enterprise and CZ SME Suite come with a host of product offerings
This is the brain of the contact centre solution which helps in effective time management
Predictive, Progressive, Manual, Preview; Pick the Best for You
Self service for voice call helps streamline your contact centre better
Seamlessly integrates with CRMs. Your Agents Best Friend
C-View is the cockpit of the contact centre for CZ SME suite. View in real time you contact centre operation. CMS manages all the ACDs and Gateway servers in CZ Enterprise Suite. CMS also monitors and reports the overall performance and utilized for centralized monitoring and reporting.
Give your customers the familiarity they deserve. This feature sticks the agent/executive to the client and every time when that client calls, the call is directly routed to the sticky agent unless he/she is busy in taking another call. In that case, the call may get routed to another agent
The agent and admin interfaces are entirely browser based and there is no application to be installed on the desktops.
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.
CZ Contact centre solution can be installed on any standard PC server for a full-fledged contact center. While the CZ SME Suite needs just one server for the entire contact center solution. The CZ Enterprise Suite requires standard PC servers that can be clustered together to create a High Availability (HA) solution with Load Balancing.Termination for phone line (PRI Line, Analog Lines). For VoIP, service provider can directly terminate on the Ethernet port of the server.
The PRI/SIP, network infrastructure and data center is owned by customer and the software license is perpetual. Hardware can be procured by customer or provided by CZ.
The software license is provided on monthly rental basis. Hardware can be owned by the customer or provided on rent. On-Premise provides complete control to the customer in managing their hardware and data.
CZ Cloud is a scalable, secure, cost effective and highly reliable solution. The multi-tenant architecture ensures zero Capex investment. CZ Cloud helps customers to build a fully interactive contact center within hours with minimal upfront investment. CZ Cloud supports both VOIP and PRI termination based on the customer requirement.
CZ Cloud Hive:
Customer need not invest in any data center, hardware or telecom connectivity. All services are provided on subscription basis by CZ.The Servers and PRI/VOIP and other data center infra is shared among customers using multi tenant architecture.
CZ Cloud Nest:
Either “only PRI” or “Server & PRI both” will be dedicated for the customer. This service model is well suited for enterprises where the number of agents is substantial enough to have dedicated PRI and needs an exclusive infra and possible customizations.
CZ Contact centre can be deployed in hybrid mode. The hardware related to telephony and PRI will be on premise whereas the rest of the software will be hosted on cloud.
The cloud hosting will be using CZ Cloud Nest
This model is well suited for customers who want to use their existing hardware and get the benefit of Cloud services as well as for geographies where telecom regulations do not allow calls to be routed over VoIP. The data storage on private network can provide more security.