This document outlines variable features for BPOs &

Contact Centers enabling effective Management of all

Calls inside of a Contact Center.

C O N T A C T C EN T E R CA L L M A NA G E ME N T T EC H N O L O G I E S

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.
 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…

D ESCRIPTION OF C-Z ENTRIX V ARIOUS C OMPONENTS

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.
M AJO R HIGHLI GHTS OF C- ZENT RIX’S Interactive Voice Response System (IVRS)
A CD ARE The C-Zentrix IVRS can be used to integrate financial services,
 Normal and skill based routing health services, complain registration services, hotel services etc.

 Roaming Agents and Queue

M AJO R HIGHLI GHTS OF C- ZENT RIX’S IV RS A RE
 Live Call Barge-in
 Text to Speech Facility
 Advanced web based Campaign
manager
 Festival Facility

 Supports multiple campaigns

 Integration with any kind of database including Mysql, SQL
server, MS Access and Oracle
 Inbound, Outbound and Blended
Campaigns
 Display of IVRS node traversal on Agent UI

 Call Conferencing
 Time base IVRS announcement

 Third Party Verification (TPV)

 Detailed IVRS Reporting

 Customized MoH (Music on Hold) for

 Each campaign can have a different IVRS flow

each campaign  IVRS available on VoIP, PSTN and PRI connectivity

 Call Transfer (Agent to Agent) and  Secured Authentication with Https for IVRS prompt without
(Campaign to Campaign) actually accessing the database

 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.

M AJO R HI GHLIGH TS OF C -ZENT RIX’S

V OICE L OG GER ARE
 Normal and skill based routing
 Blanket recording of calls across all
campaigns
 Agent can have the facility record his
own calls
Auto dialer with IVRS
 Saved in wav file format
C-Zentrix comes with a unique functionality of auto dialing and
 Sound files can be searched on the
playing prerecorded message to the end customer. The feature is
basis of date, time, length of file,
dispositions, customer phone number, very useful for marketing and survey companies who can upload a
agent id, campaign etc set of lead list and take feedback from the end customers without
 Sound files can be archived and involving any human interface. The complete reporting of the
downloaded from the admin UI options selected by the end user is made available to the
 Sound files can be played in the administrator at the end of the calling day.
browser itself
 Major Highlights of C- Major Highlights of C-
Zentrix’s CRM are Zentrix’s Call Barge in,
 Campaign wise customizable CRM
Screen pop up and
 Totally Script based Conferencing are
 Entire look and feel of the CRM can  Supports both call barge in as well as
be different for different campaigns line barge in
 Customizable Dispositions, which can  Call barge in possible from remote
be also used to reschedule and re- location
churn calls  Agents can initiate conferencing for
 Customized Reporting can be the customer with a third party verifier
generated for each of the different  Agents can join the conference or can
CRM’s go ahead to take the next calls
 All such reporting savable in XLS  Secured process of taking vital
format information like credit card details etc
 All reports based on Dispositions, from the customer by doing a
List Call Summary and Customer wise conference call between the customer
reporting etc. and a customized IVRS

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.

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

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
 C-Zentrix Central View with Distributed Architecture

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 t he
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.
 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
 SECURITY, RELIABILITY AND MAINTAINABILITY

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.

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 Trimmed kernel and indigenously developed Server
dependant) 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 IVR with reports
sometimes 3rd party hardware needed
ACD Included Included
Call Recording Expensive or sometimes 3 rd party voice Call Recording embedded regardless
logger needed 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 Onsite and long down time when system is Remote troubleshooting & no slotcard hardware
Tech down 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
Agent seats Most expensive PC based Operator console
or and rely on manual note taking while
speaking
Main equipment Proprietary and limited to same brand name
Seats license & CRM OS license either inbound or
outbound or blended)
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
Any hardware server from open market
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 Copyrigh t SISNE T. Subjec t to al ter ation w ithout no tice

Sisnet Spectrum Networks SB

Authorized Reseller
B-5-8, Plaza Mont Kiara
Mont Kiara, 50480
Kuala Lumpur

T. 03-2788 3558
F. 03-2788 3547

sales@sisnet.com.my