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.

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…

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)

Dialing Modes

C-Zentrix provides four mode of dialing.

1. Manual Dialing
2. Preview Dialing
3. Progressive Dialing

This works on manual pacing mechanism to initiate calls. The pacing rate is configurable.

4. 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.

5. 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.