C-Zentrix

C-Zentrix is a next generation Linux appliance providing all the contact center functions in a single box. The appliance has a capacity of up to 80 to 100 simultaneous voice channels depending on the codec used. As a ready to go call center, it is specifically suited for small and medium enterprises It covers both inbound and outbound functions and comes with an in- built PBX/IPBX, IVR, Voice Logger and Gateway. In its functionality, ease of use and reliability, C-Zentrix is ahead of any other solution available in the market in the contact center scenario.

1. Establish a Contact Center (CC) in hours rather in days

   C-Zentrix being a single box solution, you can install your contact center in hours without being dependent on many vendors. It can work standalone, and also has the flexibility to attach and work with many other products that you may have already invested. It can work with variety of PBXs, Voice gateways like Audio codes, Lynksys, Wanlin, Soft phone, IP Phones PSTN, PRI, or SIP network Codec g.729, g.711, g.723 (pass through), GSM All widely available databases

2. Secure Credit Card Data and Other vital Information

   The Power of C-Zentrix lies in true amalgamation of Voice and Data. It differentiates, yet integrates both voice and data that are crucial for your business. C-Zentrix is sitting on top of a rock solid Linux Platform, which gives the extra security of data from viruses and ‘denial of service attacks’. C-Zentrix also has inbuilt security features, which can discourage hackers and data thieves. Data is very critical to your organization and that is the reason C-Zentrix keeps no loop holes open. Critical data is encrypted and decrypted as per requirement through an easy to implement workflow. All logs of user activity are maintained to track down any possible breach of security. If you have crucial business data, have international contact center operations or have banking and financial clients, do not take chances. Protect yourself with C-zentrix as your call management appliance..

3. C-Zentrix and Open source

   C-Zentrix is built on the Gateway Telephony Software Asterisk and SER, which makes the product economical. We ensure robustness of the open source by doing extra R&D and Q.A to ensure that only stable features are picked up from open source programs. We provide our own maintenance of open source programs and ensure that only reliable SW updates are incorporated.

4. Versatile inbound, outbound and IVR suite

   Most Contact Centers require either inbound or outbound dialing facility or both, depending on the processes. The processes may be Domestic or International. Moreover it can be b2c or b2b communications. Multi process can run in parallel or in different shifts. C-Zentrix has all relevant suites that will lead to successful and productive use. IVR & Voice Mail Easy to implement N level tree. Multiple IVR scripts Text To Speech and festival. Supports IVR on both Outbound and Inbound Supports English and other languages Voice mail facility with voicemail box for each user Retrieval of voicemail from web based UI as well as normal telephony

5. 4 Mode Adaptive Dialer for all kind of calling

   C-Zentrix provides four mode of dialing. Manual Dialing Preview Dialing Progressive Dialing This works on manual pacing mechanism to initiate calls. The pacing rate is configurable. Predictive dialing The predictive dialing we have is not auto pacing. We have specially designed a prediction algorithm that best suite, simulates and adapts to different situations for deciding the rate of calling. We take care of the average agent wait time, average abandoned calls, average call connects and many other parameters to decide the rate of calling. Calling with and without AMD We provide a responsive and efficient AMD (Answer Machine Detection).In domestic ( India) calling and in certain international calling, you may not need AMD. Hence we provide an option to enable or disable the AMD.

6. Versatile Call Logger

   C-Zentrix provide easy to use Call logger which contains the following features. Campaign wise Call recording for all the agents Wave format Playback facilities from the web UI Voice Files sorting on the basis of date, agents, customer phone number, customized disposition etc. Facility to Archive the voice files and have an auto backup on a remote server (this can be encrypted or plain depending on selected choice)

7. The Zentrix IP-PBX

   This is a full function IP-PBX which is included in the C-Zentrix call center appliance. This IP-PBX can be installed stand alone in a business house to replace their old technology PBX’s. Zentrix IP-PBX contains the following features: ADSI On-Screen Menu System Alarm Receiver Append Message Authentication Automated Attendant Blacklists, Blind Transfer Call Detail Records Call Forward on Busy Call Forward on No Answer Call Monitoring, Call Parking Call Queuing Call Recording, Call Retrieval Call Routing (DID & ANI) Call Snooping, Call Transfer Call Waiting, Caller ID and more… Click here to know how it can be placed as an intelligent appliance in corporates.

8. Compliance to telemarketing laws and practices

   It’s important to recognize that abandoned calls can cause real anxiety and annoyance for clients. There are tele-marketing regulations that are in place in many countries. Non compliance of these regulations can put the calling company into real trouble. C-Zentrix Dialer is highly sensitive to this raging issue and has made sure to make available to call centre management such reports and tools to detect and prevent non-compliance. Out dialed calls from C-Zentrix can be made to carry a recorded information message that identifies the source of the call and offers the person called an opportunity to decline further calls from that source, with customized set of messages for each campaign. being dialed from C-Zentrix. CLI allows people to access the telephone number of the person or organization calling them. Telephone numbers dialed and then abandoned should not be called again by that organization’s automated calling system for at least 72 hours, unless a dedicated operator is available to take the call. For the next call, option is given for rescheduling of an abandoned call for more than 72 hours. Abandoned call rates are maintained well below three per cent of total calls for any 24-hour period for each campaign. This is a lower threshold than existing published industry codes, which require a five per cent limit. Detailed Call Reports are available to demonstrate compliance with these requirements.