This document outlines variable features for BPOs &

Contact Centers enabling effective Management of all

Calls inside of a Contact Center.

INTRODUCTION

SOLUTION

C-Zentrix Call Center Solution with Distributed Calling Architecture and CTI based Integration. It is

workhorse technology with very minimum downtime while can take future enhancements as well.

Here is a brief about the functionalities and features of its product.

CONTACT CENTER CALL MANAGEMENT TECHNOLOG IES

About C-Zentrix C-Zentrix is a single box solution which has inbuilt ACD, IVR, Voice Logger, Dialer, CRM and many

other features. C-Zentrix Solutions for client will include: IVR, ACD Inbound, Manual Outbound

Dialing, CRM, MIS Reporting not limited to any type of customizations. Major highlights of this

solution are:

1. ACD

2. IVR

3. Call Conferencing

4. Third Party Verification (TPV)

5. Live Call Barge In

6. Caller list management with update facility for DNC

7. Voice Logger. Complete Recording of all the voice calls for audit will be available with detailed MIS

reporting. All reports can be saved in Microsoft Excel format on a single click

8. Customizable Tele Caller Screen with Work Flow and customizable dispositions

9. Automated Rescheduling, Re churning of leads and Reassignment of Calls

10. Strict option where a particular customer is always handed over to the same agent

11. Real Time Reporting (like live channel status, A-Stats for live agent status, C-Stats for live disposition

status, L-Stats for live list (Data Source) status, M-Stats for live meet me or conferencing status etc)

12. MIS Reporting for detailed ACD, CRM and Conference Reporting, which includes CDR reporting. In all

there are 25 standard reports till the need arise doable more than 150 types of reports.

13. Facility to Create own Customized Reports

14. Web Based Management Panel with facility to create multiple access levels for secured and easy

operation

15. Rule based automated and manual backup of recorded calls and data

16. Print option and save reports in excel format

17. 3rd Party integrations

18. Compatible with Avaya CMS and web based API’s.

19. Web based Click to Call Features

20. Unlimited VDI, multiple MoH, etc etc…

DESCRIPTION OF C-ZENTRIX VARIOUS COMPONENTS

ACD

C-Zentrix comes with an inbuilt ACD. It is the brain of the solution and makes all the decision

regarding call routing and call control. C-Zentrix ACD is one of the most robust call

controllers and provides seamless control on each call whether originating from a VoIP

network or a PSTN network or a PRI network.

MAJOR HIGHLIGHTS OF C-ZENTRIX’S

ACD ARE

Normal and skill based routing

Roaming Agents and Queue

Live Call Barge-in

Advanced web based Campaign

manager

Supports multiple campaigns

Inbound, Outbound and Blended

Campaigns

Call Conferencing

Third Party Verification (TPV)

Customized MoH (Music on Hold) for

each campaign

Call Transfer (Agent to Agent) and

(Campaign to Campaign)

Screen Transfer in case of agent to

agent call transfer

Customizable Campaign wise Aux

Reasons

Detailed ACD reporting with all such

stats as Total Calls Offered,

Percentage Offered, Percentage

Abandoned, Average Talk Time,

Average Call Handling Time, Total

Hold Time, Average Hold Time, Total

Queue Time, Average Queue Time, etc.

MAJOR HIGHLIGHTS OF C-ZENTRIX’S

VOICE LOGGER ARE

Normal and skill based routing

Blanket recording of calls across all

campaigns

Agent can have the facility record his

own calls

Saved in wav file format

Sound files can be searched on the

basis of date, time, length of file,

dispositions, customer phone number,

agent id, campaign etc

Sound files can be archived and

downloaded from the admin UI

Sound files can be played in the

browser itself

Interactive Voice Response System (IVRS)

The C-Zentrix IVRS can be used to integrate financial services,

health services, complain registration services, hotel services etc.

MAJOR HIGHLIGHTS OF C-ZENTRIX’S IVRS ARE

Text to Speech Facility

Festival Facility

Integration with any kind of database including Mysql, SQL

server, MS Access and Oracle

Display of IVRS node traversal on Agent UI

Time base IVRS announcement

Detailed IVRS Reporting

Each campaign can have a different IVRS flow

IVRS available on VoIP, PSTN and PRI connectivity

Secured Authentication with Https for IVRS prompt without

actually accessing the database

Auto dialer with IVRS

C-Zentrix comes with a unique functionality of auto dialing and

playing prerecorded message to the end customer. The feature is

very useful for marketing and survey companies who can upload a

set of lead list and take feedback from the end customers without

involving any human interface. The complete reporting of the

options selected by the end user is made available to the

administrator at the end of the calling day.

Major Highlights of C-

Zentrix’s CRM are

Campaign wise customizable CRM

Totally Script based

Entire look and feel of the CRM can

be different for different campaigns

Customizable Dispositions, which can

be also used to reschedule and re-

churn calls

Customized Reporting can be

generated for each of the different

CRM’s

All such reporting savable in XLS

format

All reports based on Dispositions,

List Call Summary and Customer wise

reporting etc.

Major Highlights of C-

Zentrix’s Call Barge in,

Screen pop up and

Conferencing are

Supports both call barge in as well as

line barge in

Call barge in possible from remote

location

Agents can initiate conferencing for

the customer with a third party verifier

Agents can join the conference or can

go ahead to take the next calls

Secured process of taking vital

information like credit card details etc

from the customer by doing a

conference call between the customer

and a customized IVRS

Major Highlights of C-Zentrix’s DIALER are

Highly adaptive in nature with auto pacing

Intuitiveness to detect and mark a lead list as bad or a gateway as Unreachable

Facility for the agents to move to Preview (Manual Mode) in between Predictive

calling

Web based Interfaces for configurations

Telnet based access for monitoring the call flow

Live update on the lead status for each list

Facility to set bulk rescheduling and re-churning 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

Setting up call back in predictive mode based on basic disposition of the dialer as

well as customized disposition for the campaigns as created by the administrator

Channelized SIP Calling for VoIP

C-Zentrix is the only dialer, which operates on the concept of virtual SIP channel for VoIP

calling. The numbers of SIP channels are created based on the bandwidth available from

the service provider and the codec being used for dialing. For example if a 1 Mbps link is

available and the calling being done is on G.729 codec then the number of virtual SIP

channels created are 33 in number (1024/30). This concept of channelized SIP calling

helps to have an optimized pacing for calls without choking the service provider ahead. C-

Zentrix support all standard codecs like G.711 a, G.711 u, GSM, G.723, G.729 etc.

Optimum Virtual Solution Robust

Easy maintenance

iP infrastructure

Quality Management for the Voice Recordings

C-Zentrix comes with a unique feature of call quality management for the quality appraisal

and maintenance for the call centers. The quality team can listen to any sound file and put its

comment with standard disposition based on the quality of the call. The quality team as per

their standards can create the dispositions. The detailed reporting with quality dispositions

and remarks are available for each call recorded on C-Zentrix

Backup and FTP facility for Database and Sound Files

C-Zentrix comes with robust third party backup and utility software for backing up the entire

database and sound files to any other server on your LAN network. The latest version of C-

Zentrix also supports FTP of sound files as well as delete from the C-Zentrix Admin UI itself.

The encrypted form of database and CRM can be backed up on a single click and restored any

time in futile to extract reports for all previous calling.

In-built Data Security with C-Zentrix

C-Zentrix runs on top of hardened Linux OS. It comes with a complete ACL for administrators

and floor managers. OS shell access is only available to support engineers for maintenance.

C-Zentrix provides complete activity log for admins and users to trace the changes made by

any user. The voice file access can be password protected for greater security especially in

outbound sales calling. Any database backup taken from C-Zentrix comes in encrypted format

and cannot be compromised with. Administrators of C-Zentrix can use HTTPS connection for

additional security.

Field Executive and Verifier Modules for Tele Sales

We are the only solution in the international

market who has integrated dialer solution with

CRM for Field Executives for Tele Sales. The

integrated module helps the customer to

automate their complete sales and business

activity and achieve almost a 3 times

improvement in its business efficiency. This

solution has made us favorites with all financial

companies like insurance, brokerage houses

credit card divisions of banks and other

collection process. No one can give a solution which can automate your business and sales

process the way we can.

MAJOR HIGHLIGHTS OF C-ZENTRIX’S FIELD EXECUTIVE AND VERIFIER

MODULE

Automatic assignment of leads to the Field Executive

Access of the Field Executive Screen from any internet connection

Real time update of the details to the CRM

Rescheduling of the visits

Auto Reminders for customers and the field executives

Telephony based reporting for top business heads

Key Reporting including CDR and Ageing reports for all users

Audit facility to the team leads for the visited leads by the filed executives

Various Ratio Reports for all users

Facility to create hierarchy of users with different rights as per the

organizational hierarchy

Compatible with smart phones, tablets and android devices

In the age of corporate having a global presence with

local business intelligence and at the same time ability

to have a central control and command for key

decision making, C-Zentrix Central View Architecture

provides this ability of centrally controlling the

distributed nodes of C-Zentrix installed at each of the

local business units of the company in any corner of

the world.

The central command can login to the central server

and can go to any node of C-Zentrix and see live

status of calling, barge in to any of the calls from the

central location, have backup of the voice logs at the

end of the day from each of the remote locations to the

central server automatically, pull out consolidated

report for all the nodes from the central location and

update patches and new software upgrades to the

distributed node from the central location.

Clustering, Load Balancing, Redundancy and Single

View

We are only one of the few players in the market with the

capability to provide clustering, load balancing,

redundancy and single view for our solution. We have our

clustered solution for 800 seats and this can be enhanced to

tackle any higher number of seats.

C-Zentrix Central View with Distributed Architecture

NETWORK DIAGRAM

MINIMUM HARDWARE REQUIREMENTS

1. Server for Central View : Dual Xeon Quad

Core server, 4 GB RAM , Four HDD (80

GB and 320 GB (3)), Dual Ethernet Ports

(Proposed Server IBM X 3650)

2. MPLS network with minimum 512 KB

pipe connecting all the remote locations

for quick data and voice log back up at

the end of the calling hours – if

necessary

OVERVIEW OF C-ZENTRIX AND ITS LONG TERM ASSURANCE

C-ZENTRIX Private Limited company with majority employee shareholding who are mainly Engineers by profession and

who assumes key positions in the company. As such these shareholding employees are for the long term. We specialize

in providing cost effective systems for domestic & international market in telecom call management SW. The systems

we provide are equal and at time competing with internationally well-known competitors at a much lesser price and

installable on low priced ordinary PC servers. Besides we are the only known vendor who can customize products to the

exact business process of the customer. We do not believe in “one size fits many” approach.

Features Traditional Call Center with Pabx

Dependant XXX Brand

C-Zentrix Pure Contact Center – Software based

Dependency Slot card (analogue & digital card proprietary

dependant)

Trimmed kernel and indigenously developed Server

based Platform

Detailed Reporting Not available –only billing reports Included with 50 types & customizable up to 300

types of detailed reporting

Auto Attendant Hardware dependant, expensive and

sometimes 3rd

party hardware needed

IVR with reports

ACD Included Included

Call Recording Expensive or sometimes 3rd

party voice logger needed

Call Recording embedded regardless type of trunk lines

Agent Chat facility Need to upgrade to UCS with cost Included

Predictive Dialer $150,000 Predictive Dialler included

Call tracking Standard call billing – additional licenses no need for license – reports freely made available

Workforce Mgmt

Tech

Onsite and long down time when system is

down

Remote troubleshooting & no slotcard hardware

change needed.

Quality Mgmt Tech $20,000 to $55,000 per year Custom Scripting Included

Multimedia Expensive upgrade Voice, Chat, video all in one application

Softphone Additional cost Free of Charge

Due Process Standard proprietary features custom according to sales force,

telesales, ticketing, etc etc

System tech

Proprietary (non-customizable)

99% customizable

Licenses Main equipment license, extension license,

user license, port license, iP license, card

license, version license, operator license, multimedia license etc etc

Seats license & CRM OS license either inbound or

outbound or blended)

Agent seats Most expensive PC based Operator console

or and rely on manual note taking while

speaking

Fully GUI (Graphic User Interface) using

PC, all incoming, outgoing, note taking,

remarks, caller identity record &, call transfer done by just a click of a mouse

Main equipment Proprietary and limited to same brand name Any hardware server from open market

Our Call Center Solutions can vouch for quality and reliability. All of these installations are of high quality with

maximum customer satisfaction and achieving a very high level of availability.

Our product conforms to very high security standards with an Operating System which is a Hardened trimmed down

Linux kernel providing 100% security against Virus attacks or compromise of the server. In addition there is controlled

multiple user level with management approved access levels.

SECURITY, RELIABILITY AND MAINTAINABILITY

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Sisnet Spectrum Networks SB

B-5-8, Plaza Mont Kiara

Mont Kiara, 50480

Kuala Lumpur

T. 03-2788 3558

F. 03-2788 3547

sales@sisnet.com.my

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