The difference between customer service and customer engagement is becoming evident day by day, and if an organization does not strive for the latter, it is bound to fall behind the competition. While customers may not be getting true customer engagement from a majority of companies they interact with, they are beginning to expect it.“The Customer Engagement Solution market is one of the fastest evolving markets, especially in the emerging and not so emerged economies of the world who are slowly and steadily waking up to the need of customer centric services and good customer experience. Evolving with this change, our Contact Center Solution has transformed into a complete Customer Engagement Solution,” says Saket Setu, Co-founder and CMO of Gurgaon based C-Zentrix. Through its flagship product called C-Zentrix, the company provides a full blown solution with features like multi-channel communication, single management console, High availability, load balancing and advanced clustering.

C-Zentrix is available in three different formats for small, medium and large enterprises. For the large enterprises, there is C-Zentrix Enterprise which serves the purpose of providing highly scalable clustered customer engagement solution with High Availability (HA) and Load balancing. The solution is scalable up to 1000 + concurrent agents with multi-channel facility of voice, chat, email, SMS and social media interface for a complete customer engagement experience. The second format of the product is C-Zentrix SME which is a complete Customer Engagement Center solution for small and medium size contact centers. It is the only solution in the SME category to provide up to 180 agents with all customer engagement features on a single hardware server. For small size Tele-calling operation which does not have much utility for Agent User Interface or CRM application, the company offers C-Zentrix Mini. The C-Zentrix Suite is an intelligent suite well suited for the modern cloud based environment which is system independent and can be accessed easily like any other web based system from any corner of the world over the IP network using any standard web browser.

Ability to scale

“Hardware optimization has been at the crux of our contact center software product development, even before the industry had started looking at such optimizations. We were one of the first contact center solution providers across the globe to have the ability to scale up to 150-180 concurrent users with all contact center applications (like IVR, ACD, Dialer, Voice Logger, CRM reporting, Conferencing) etc. to be installed on a PC server (Xeon processor),” adds Saket Setu. C-Zentrix’s engineering has been pushing the bar higher and higher every year, looking to cross the 200 per server mark in next few months. The company has also enabled C-Zentrix to be installed on virtual servers in the data center and to share hardware resources with other application without any compromise on the performance. At the agent level, the application is enabled to run on thin clients with limited CPU and storage resources, providing huge cost advantage to the user organizations.

Instead of crafting the product with the idea of ‘one size fits all’, C-Zentrix has instilled in it the capability to be customized as per the specific industry. The company has experience of selling the product for the past eight years to diverse industry segments like BFSI, E-Commerce, Education, Health, Manufacturing and BPO. C-Zentrix is available as customized offering for each of these industry types with specific features and customization for specific business.

Today, customer service industry is being influenced by Video and Mobile Applications and we will see mobile based contact centers with video enabled interfaces in the near future. More and more people would be using Mobile App as one of the key mediums for customer engagement. With this foresight, C-Zentrix plans to move towards a mobile based app for the contact center with video support.

Multi-Channel Communication Suite

C-Zentrix is a Multi-Channel communication suite with Voice, Email, Chat, SMS and Social media as the different modes of communication for the end customer trying to contact the customer engagement center. A customer, who is trying to contact the help desk, might contact through phone once when on the move, send an email when at office, try to chat and post on social media when at home or push an SMS when in hurry for the same case. All the different modes of transaction by the customer should be collated and marked under one service request number and handled accordingly for providing a 360 degree experience to the customer. Although customer uses different mediums of communications at different times for the same case, the response is unified and same across all channels from the suite, helping him to resolve his issues in quick time in a unified way.