Cloud telephony- Future of Contact Center

Today, from call centres to start ups, everyone is focussing on investing in CLOUD. Cloud model comes with an ease of access to remote computing, providing security, scalability and reliability, helping organisations to dynamically provision and scale their virtualized and shared resources. Cloud tends to provide a universal contact center solution that tends to unite the enterprise with its agents working from home. This not only acts as a beneficiary point for the agents as it lets them work in their own comfort zone but also helps enterprises satisfy their employee’s requirement and thereby increasing employee engagement for their organisation structure.

In today’s era, having the contact center solution on cloud helps enterprises increase their share in the market as well as their profitability. Cloud solution does not require any expensive hardware or software and includes all the facilities and Add-on’s which are provided in the In-premise setup. Going with the cloud setup helps enterprises to easily add functionality as one’s needs grows. Cloud helps enterprises bypass costs associated with the buying, maintenance and upgradation of software.

The prominent reasons because of which many of the start-ups should opt for cloud solution are as follows:

• Performance: It can be consistently monitored. Cloud can support coupled architectures using web services as the system interface making it more performable as compared to In-premise.
• Productivity: It can be increased when many users can work on the same data at the same time. Time wastage is avoided as data is not needed to be saved or re-entered once the fields are matched.
• Maintenance: It is easier as no software’s or hardware’s need to be installed on each user’s computer and can be accessed from different places.
• Cost: As the infrastructure is provided by a third party and need not to be purchased, the barriers to entry are lowered. The pricing can be based on the usage and implementation.
• Reliability: Being a reliable source, cloud solution is suitable for business continuity and disaster recovery.
• Scalability: Cloud gives the ability to scale up or down the resources according to their usage.
• Security: Due to centralisation of data, cloud increases security focused resources. Security on cloud is better than other traditional systems.
• Device and location independence: Cloud enables its users to access systems using a mere web browser regardless of their location or what device they are using.

C-Zentrix Cloud solution helps enterprises grab hold of all its customers and eventually prioritise on the important ones.

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Investment in Cloud: Necessary or Not?

Introduction of Cloud has changed the way many applications are designed, built and run. Cloud model is one of the core segments of the digital age. The cloud market is maturing with time as its awareness about data and analytics landscape is growing. The recent introduction of Internet of Things (IoT) and social media metrics has been introduced to build the connected analytics view of a company’s resources and customers.

With the worldwide public cloud service market to grow by 16.5% in 2016, here are a few reasons why one should invest in Cloud infrastructure:

• Technology update: Cloud basically tends to help in intelligent routing and resource selection feature allowing systems to be configured in a way that they themselves can determine how customers should be served. Based on customer’s needs, one can easily assign them agents from least busy to first available on cloud.
• Low Infrastructure costs: Cloud helps you bypass costs related with software, servers, their maintenance, PRI and analog trunk lines, associated power and cooling, etc. Due to reduction in these costs, the focus can now be shifted to strategic business initiatives. 
• Globally recognized standard: Using cloud basically provides a standardized support structure to the business. Cloud application server i.e. SaaS is forecasted to grow 20.3 percent in 2016 as predicted by Gartner.
• Business Transformation: The business becomes increasingly agile as customers can be connected anytime and helped with their queries. Today, the role of IT in any business is shifting from “supporting the business” to “be the business”. Ongoing digitization of products and services has shown that IT now owes up to the capability of what a company manufacture and sells.
•  Better Customer Experience and satisfaction: The focus is now to improve the customer’s experience and look out for options to increase employee productivity.
•  Reduced expenditure on calls: The per month usage consumption for communication and contact center expenditure like maintenance cost, upgradation costs, etc. are reduced as compared to the costs incurred while using CAPEX model.
•  Efficient handling: Customers for any organization are a priority. It becomes a necessity to handle their queries, issues and concerns at the right time to have a unified contact center solution. Customer’s objective and targets can be helped to achieve by providing them the right resources readily.
• Agent productivity: Cloud gives the agent an option of whether he wants to work from home or office using the same agent desktop interface. This feature helps organizations to recruit suitable agents from a wider talent pool. Options of having your contact center now on your mobiles can help you connect to your customers while on the go.

C-Zentrix, Cloud Telephony Company in India can help you update your outdated PBX systems by providing you the best cloud telephony solution with an uptime of 99.9%. 

Social Media as another channel for Customer Engagement

Mere physical interactions with the customers are a bygone trend. Now to have a more satisfied customer base, one needs to be connected to them through the virtual world too. Social media platform is serving this need. Customers tend to drive the company today along with its brand image. Social media sites like Facebook, Twitter, LinkedIn, etc. helps generate customer interest in the business and also converting them into sales. There are ‘n’ numbers of engagement platforms available today which imply towards an Omni channel communication to be a necessarily integrated into every strategy for customer access. Social media marketing helps one to know about the issues their customers are facing and help them solve the same without any delay.

Customers following on social media sites are engaged and updated about the business advancements. Social selling not only helps in gaining customers but also helps in connecting to their relevant interests. Engaging the prospects and customers through discussions, chats, etc. makes them feel special and understand how important they are to the organization. Every social platform has its own physical environment i.e. LinkedIn provides us with a professional landscape while Facebook tends to act as a living room where one can catch up with friends.

One needs to understand the various mods through which social media selling can be beneficial for their business. The basics can be to have the company profile and product profile updated as new advancements are made in the various business dimensions. 
This will not only attract the right customers but also save time of prospects that are looking out for various options. CX i.e. Customer engagement platforms like C-Zentrix help in providing different platforms like live chat, social media marketing, etc. well integrated with the system. to help one reach out to their customers irrespective of their geographies.

 C-Zentrix has its reach in the Indian market with its focus on the emerging market overseas. Features like web chat, email ticketing, etc. acts like a direct connection as well as a user friendly interface primed for engagement on the virtual front. C-Zentrix provides its services both on cloud as well as In-premise. Cloud solution helps customers make their contact centers within a few hours thereby, being a promising solution.

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Cloud Telephony Company

Today’s milestone for communication is cloud telephony for all businesses. If you fail to get cloud telephony in time you are going to be left behind in many avenues of your business. If you are interested in specific details; some of them are customer satisfaction, lead creation, customer review, customer management, client relation and management and so on. So contact an efficient Cloud Telephony Company in India, outsource your communication department and concentrate on your core business. 

One needs to understand that communication is not one’s core business, it is only the vital requirement. When you need paper, you source it from the experts. When you need medical aid you get it from the experts, then why do you intend to manage communication in the house. Leave it to the experts like C-Zentrix. Why should you go for cloud telephony, when you have your old PBX system in place and working up to its standard? A very logical question. Let us list some of the striking benefits.

• No hardware in your business premises other than the mobiles and fixed phones.
• Your printers, fax machines, computers everything could be connected to cloud platform assigned to you.
• Very short and hassle free installation time required.
• You get the most efficient and fast communication network.
• You get a multichannel exchange, handling a voice call, call back, SMS, etc.
•  You get a fast call routing system from customer to you different departments like sales, marketing, etc.
• You get rid of breakdowns, inventory costs, maintenance costs and the costly technicians.
• You can increase or decrease the number of clouds connected instruments as per your business need easily.

There is much more to add, but let’s leave it to the experience post using it.

Just call C-Zentrix, the best Cloud Telephony Company in India and save your company from slow poisoning caused by the outdated individual PBX systems.

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IVR SOLUTIONS

Fed up of negative customer reviews, and losing new ones on that account? Tried many human interface solutions, but failed? Don’t worry; technology has come to your rescue. The interactive voice response system (IVR) is known as the ever pleasant receptionist. No matter who the caller is, it is instant and polite. It acts as an interface between the company and the customer.

There are many IVR service providers in India. But, one should always look for the best. To most of the businesses and startups in India, it is C-Zentrix, the most efficient IVR service provider in the whole country.

How does an IVR work? Customer queries are same in similar industries. E.g. banks, hospitals, bus stands, etc. When you call a bank, the IVR asks your response to some of the most common questions which can be replied tonn by simply pressing a number on the keyboard. To a particular key, a relevant answer is programed. Thus, with the help of step by step questioning, the caller reaches to a point where he gets his desired answer. Sometimes he is connected to an agent or company executive to get his unusual query solved. In very rare cases one is requested to visit the office. Thus providing an instant solution to one’s queries at their home or office. This is why all industries with huge volume of calls have opted for IVR services from C-Zentrix. No use in listing the benefits, just avail the service and see the difference within a few months.

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C-Zentrix is the leading Cloud Telephony Company In India

                                    

The communication and connectivity industry has reached the cloud in its endeavor to go beyond the sky. Even the common man without any technical knowledge is experiencing and enjoying this drastic change. He is happy remaining connected with his loved ones. This is the emotional part; the business and to be more precise the profit oriented part of the technology explosion in communication industry gave birth to the cloud based communication and data solutions companies. Business houses and entrepreneurs are smiling and more than happy with this gift of cheaper, faster and better universal connectivity

C-Zentrix is the leading Cloud Telephony Company In India. Cloud telephony is the latest technology in communication. It replaces the (PBX) PRIVATE BRANCH EXCHANGE and Contact Centers used by big business houses. Relieving the companies of the :-

•         Heavy initial cost.
•          Blocking costly office space.
•          Maintaining complicated hardware.
•          Recruiting costly IT manpower.
•          Suffering breakdown time.

Be wise, move with time, go for cloud services. The benefits of C-Zentrix cloud services are:-

·         Suitable for small and big business alike.

•       Can upgrade as your business grows.
•          Connectable to any device.
•          Increase the number of devices as your business grows.
•          Decrease the number of devices as demand decreases.
•          Avail expert service at zero cost.
•          Drastic reduction in communication cost.
•          Remain connected with the total workforce wherever they are.

Outsource your communication section to C-Zentrix, target attention to more valuable areas of your business; increase profit and stay content with unbelievable results you see!

Click To Call Services Provider

E-Commerce has turned the world into your market place. It spreads as far as the internet goes. In any shop display, interact and sell is the basic of all deals. Expecting customers to spend money to speak to you is just silly. So click to call service came as a solution.

Cloud based services have reduced the call cost drastically, and many business entities came up with Click to Call Services. Some of the benefits of this service are:-

•  Round the clock service.
•  Increased lead generation.
•  Customer gets quick connect with the customer service
•  Improves company image.
•  Reaches to a Wider base of customers.
•  Ready list of visitors for analysis.
•  Smooth and enhanced business atmosphere.

These Click to Call Services Provider embed their API to the web page charge them per click for originating the call. The visitor sees your adv. on the web; a pop up comes on the page requesting to click on the button to get a call from the company for further details. Without the shop keeper and customer engagement nothing could be sold. Click to call made this interaction possible at no cost to the customer. Just tell me, would you buy anything from a shop where you have to pay to speak to the shopkeeper? Obviously no.

C-Zentrix, a top class Click to Call Services Provider is one you can rely on for the best quality round the clock service no matter where and what your  business is.

Live Chat Service Provider in Delhi

Machines have created miracles in our life. Life style and comfort level has totally changed. But you will agree one thing has remained the same; we feel happy with a human interface more than a machine interface. Moreover, there are always some questions left that a robot or IVR machine cannot reply. To give the customer an instant solution and a happy feeling, companies have come up with live chat facilities. When you visit a company’s web page and if the company has subscribed for a live chat; you will see a pop up chat box at one corner of the page, inviting you for a chat. 

                                            

C-Zentrix, a cloud-based chat solution provider in Gurgaon, has emerged as one of the most dynamic and reliable Live chat service Provider In Delhi, NCR. In live chat service, the business logic is, when someone visits your web page, he is searching for a product or service your company provides. Therefore, he is definitely a lead. So offer to help him with more information then and there, before he moves over to another web page. A web page cannot be totally informing. While a live chat can give nearly all information that a customer needs at a first visit. This is the winning streak.

Live chat service Provider In Delhi, NCR, Live chat service Provider in Gurgaon, Live chat & ROBO call services in Mumbai or any where caters to the following industries.

• Tourism.

• Hotel.

• Flight booking.

• Real State.

• On line shopping.

• Start ups.

• Vehicle sales show rooms.

• Communication companies.

• Call Centers.

Let’s stop here, though many more can be added. It depends on the company how aggressively it can use the live chat interface. C-Zentrix the expert cloud solution company is a leader in live chat solution and has a long list of satisfied customers. Let your company become one and increase profit.

C-Zentrix’s latest innovation of an infrastructure-less contact centre

• The conclave also unveiled C-Zentrix’s latest innovation of an infrastructure-less contact centre
• The forum was opened by Mr. Vinit Goenka, Member IT Task force, Ministries of Shipping, Road Transport and Highways, Government of India.

C-Zentrix, the leading customer engagement platform Czentrix_C Conclaveinnovators hosted their first ever partners & customers’ meet at Taj Vivanta, Gurgaon to announce their latest offering of an infrastructure-less contact centre. This new age contact centre aims to extend the advantages of a legacy call centre for customer services but with curtailed costs, saving on the initial capital investments required to set up a call centre. The event drew a large crowd with encouraging participation from CXO’s representing Goibibo, Hindustan Wellness, Airtel, Wipro & many others.

The conclave was opened by Mr. Vinit Goenka, Member IT Task force, Ministries of Shipping, Road Transport and Highways, Government of India. In his address, Mr. Goenka emphasised on the need to invest in cloud-based contact centre solution as it will significantly reduce costs involved in buying server or telecom services like E1s, VoIP, or bandwidth. In turn, it will also help organizations to consolidate their infrastructure requirements in one compact software solution.

Commenting on the launch of their novel innovation of infrastructure less contact centre Mr. Saket Setu CEO of C-Zentric said, ”With C-Zentrix’s capabilities for an infrastructure less contact centre, we are just unveiling the incredabilities of cloud based solutions that our partners, customers & prospects can leverage on to shrink their initial capex. He further added that the edgy new age hybrid customer experience model comes equipped with advanced technology features to make the transition hassle-free and seamless.The hybrid model also addresses the security concerns by facilitating data storage on private network & fortified API tools, secured for data access. The voice recording abilities & data for each client is marked individually with unique customer ids. ”

The cloud-based solution is well-equipped to run a small to mid scale call centre set up with a capacity of 3000 + seats concurrently. A monthly pay model scheme will give the benefit of putting your business idea into practice. For the existing business, the solution also comes handy with the fact of swift migration to the software while ensuring business continuity. The solution is also backed by the advantage of high availability and disaster recovery services. It also offers seamless Integration with any third-party CRM.

Some of the integral features of this unique contact centre solution are:-

• 24×7 Support available for an uninterrupted business
• CZ Bar CTI Integration with any third party CRM
• Comprehensive MIS reporting
• Voice Logger & Screen Logger for 100% Call & Agent Screen Recording
• Real time notifications
• Skill Based routing with up-to 60 skills
• Sticky Agent for an enhanced customer service 9.SMS & Email Integration for multi-channel communication

C-Zentrix caters to industry verticals like e-commerce, travel, government-aided organisations, BFSI, manufacturing & education.

Missed call solution in India

Missed calls, no, these are missed opportunities for business houses. Every business begins with lead generation. Lead is a probable customer. A customer is  the king in every business. Unless badly needed no one wants to spend his money to call you or your office; it is your business, you need to chase customers. The one who catches them first, probably gets the lead. So to help your company stays ahead in the race of getting leads;  C-Zentrix has come up "Missed Call Solutions" 

 Let us see how it works. First, register for missed call solution with C-zentrix Missed call feature can be activated for usage in any part of the word. You will get a unique no.  Publish this no. as “Give a missed call, we will get back to you.” in any sort of advertisement channel that suits you. When anyone calls your no. the no. is saved on your cloud server. The caller receives an instant message, text or voice as you choose.

Your company receives a missed call alert. Then it is left to you to handle the lead. The benefits of  missed call solution are:-

       ·         Thank you for calling. We will get back to you soon.

·         Automatic call back, texts message or email to the caller.

·         Record of all missed calls for analysis for marketing strategy formation.

·         A cost free channel of communication to the client.

·         A superb lead generation opportunity to the company.

·         24X7X365 call reporting.

·         Reduced running cost on communication.

Technology can give you unlimited benefits. The sooner you use it for your business, the faster your business grows.

Cloud Based Telephony Solutions

The sky is the limit! And we have reached the cloud! At the threshold of the sky. Our fore fathers have experienced, witnessed and reaped the outcome of the invention of air planes, the radio, etc. Our generation is enjoying the benefits of mobiles, television internet, etc. So believe me, cloud telephony solution is going to give the society and specifically the business people profit, profit and profit only. This is one of the biggest innovation and revolution information technology has given to society. The only catch is, getting the Best cloud telephony providers in India. Cloud telephony is the integration process of world communication. India is a rising star in the global business. As a catalyst many companies came up as Cloud Based Telephony Solutions in Delhi NCR, Best cloud telephony providers in Delhi NCR, Cloud Based Telephony Solutions in Chennai, Cloud Based Telephony Solutions in Bangalore, Best cloud telephony providers in Gurgaon, Best cloud telephony providers in India, Best cloud telephony providers in Bangalore and so on. C-Zentrix is one such company that came up with headquarters in Gurgaon and presence all over India.

The benefits of changing over to cloud telephony solutions are many:

·         You get rid of the old bulky hard ware required for the communication network.
·         You regain the costly spaces occupied by them for other high return uses.
·         The change in cost is negligible compared to the benefits you can get.
·         All the hardware maintenance cost eliminated.
·         Maintenance time drastically reduced, thus business loss due to communication failure reduced or practically eliminated.
·         Fastest communication enables you to every opportunity.
·         Your business gets an image enhancement at a very low cost.
·         Even a small business gets the image and ease of doing business like that of a big business house.
·         Attending bulk of calls possible.
·         Your business has a global reach.
·         Log and record of all dialogue between customer, client and the company are always available.
·         The records can be fruitfully used for fact finding, customer research, faster complaint redressal.
·         You get a satisfied customer, client and to be customer and clients.
·         Your communication and records are in expert hand.

Let me leave the rest to experience yourself when you get the services of a best cloud telephony provider in India. No matter where your business is, it is a geographical barrier free option.

Looking for the best hassle free cloud service provider, go for C-Zentrix of Gurgaon. You will enjoy the service quality, professional attitude, instant response, zero down time and the wonderful business ethics with a human approach. C-Zentrix’s specialized cloud based services are many to name some: - Call centre, Magic calls, Log management, IVR, missed call management, Live Chat, click to Call and many more in Cloud solutions domain

Click to Call Services Provider In Gurgaon

Advertisements can be seen everywhere; television, the internet, mobiles they are all full of  them sometimes very irritating also! Why? The companies want to reach you.

The customers have a choice of many companies, right! Similarly, Companies too have many customers; but a company wants as many customers as there are in the market including the to be customers. This is called market share, the more it is, the bigger the business is. This led to Click 2 Call concept of communication. 

CTC (click to call) was started as personal computer (PC) to personal computer (PC) call years back in its baby form and over the years graduated to the modern WebRTC (web real timecall). While you are visiting a web page, ads are visible on the page or pop ups, prompting to click if you want to speak, with a company representative. You are not charged; The Company pays for the call. This is the catch statement in the whole business.

Click to Call Feature is Best Suited For Following Industry verticals -:

•   Travel Agency.
•   Educational Institute.
•  Insurance Companie.
•  Automobile Companie.
•  Property portal.
•   Freelancer.
•  Any industry on the hunt for customer.

 I need not write the benefits of getting more customers in business.

No matter which sector your company is, contact C-Zentrix for the best Click2Call solution.

C-Zentrix hosts its inaugural C Conclave to highlight the virtues of Hybrid Contact Centre Solution

C-Zentrix, the leading customer engagement platform innovators hosted their first  ever partners & customers’ meet at Taj Vivanta, Gurgaon to announce their latest offering  of an infrastructure-less contact centre. This new age contact centre aims to extend the advantages of a legacy call centre for customer services but with curtailed costs, saving on the initial capital investments required to set up a call centre.  The event drew a large crowd with encouraging participation from CXO’s representing Goibibo, Hindustan Wellness, Airtel, Wipro & many others.

 

The conclave was opened by Mr. Vinit Goenka, Member IT Task force, Ministries of Shipping, Road Transport and Highways, Government of India. In his address, Mr. Goenka emphasised on the need to invest in cloud-based contact centre solution as it will significantly reduce costs involved in buying server or telecom services like E1s, VoIP, or bandwidth. In turn, it will also help organizations to consolidate their infrastructure requirements in one compact software solution.Commenting on the launch of their novel innovation of infrastructure less contact centre Mr. Saket Setu CEO of C-Zentric said, ”With C-Zentrix’s capabilities for an infrastructure less contact centre, we are just unveiling  the incredabilities of cloud based solutions that our partners, customers & prospects can leverage on to shrink their initial capex. He further added that the edgy new age hybrid customer experience model comes equipped with advanced technology features to make the transition hassle-free and seamless. The hybrid model also addresses the security concerns by facilitating data storage on private network & fortified API tools, secured for data access. The voice recording abilities & data for each client is marked individually with unique customer ids. ”

The cloud-based solution is well-equipped to run a small to mid scale call centre set up with a capacity of 3000 + seats concurrently. A monthly pay model scheme will give the benefit of putting your business idea into practice. For the existing business, the solution also comes handy with the fact of swift migration to the software while ensuring business continuity. The solution is also backed by the advantage of high availability and disaster recovery services. It also offers seamless Integration with any third-party CRM.

Saket Setu, CEO, C-Zentrix

Saket believes that customer experience will see a sea change with advancement of four key technologies that is mobile technology (which includes app world), social media, speech technology (speech recognition,word spotting, speech biometrics) and video in times to come. Virtualization as the base of hardware optimisation will play a significant role in bringing down the hardware cost and providing enough processing power for big customer service platforms to be hosted at fraction of costs with much higher efficiency in quick time.Saket comes with a 13 years of rich experience in the software product development background with more than 10 years in the contact center industry. As one of the pioneers (cofounder at C-Zentrix) of the single box contact center solution, innovation has been a hallmark of his journey. After spending significant years in development, customer service and sales and marketing his understanding of the market, the product and the customer requirement is as good as it gets. His engineering background with international business degree holds him in great stead for guiding C-Zentrix as the CEO into the new era with C-Zentrix Enterprise Cluster and C-Zentrix Cloud solution.

“There is no better place than India to provide Contact Center solutions over the Cloud”.

Q: How has the Cloud proved to be a game changer for ICT and non-IT organizations?

A: The Cloud brings the best technology, at least in terms of cost, taking away the need to set up IT infrastructure on a company’s premises. It helps all small and medium sized organizations to use the best of technology infrastructure for their IT and business needs. The Cloud-based subscription model helps them to take the risk of adopting a solution without too much upfront investment and without having to set up tech infrastructure.

All the IT services which are not core to the business of the company can be put on the Cloud, eliminating the need for manpower and reducing time and costs. The Cloud has brought the cutting-edge technologies to the smallest of IT and non-IT organizations across the world.

Q: What are the key trends shaping the Cloud market, and how big do you expect the business to be over the next three years?

A: Private and Public Cloud are the key trends shaping Cloud deliveries. Private Cloud has the capability to bring even big enterprises on the platform as it provides the same level of integrity of the system and data security as a premise-based solution. At the same it, it also enables an enterprise to drastically cut costs.

Q: Why is Contact Center for the Cloud important for the Indian market?

A: The Indian market is the fastest growing segment for small- and medium-sized companies, who are looking to use the best of contact center technologies for their customer service, lead generation, collections, etc. There is no better place than India to provide Contact Center solutions over the Cloud. Even big enterprises who are planning to go to the Tier 2 and Tier 3 cities of India need a Cloud solution on top of their premise solution to extend their services to these cities and townships.

C-Zentrix Unveils Infrastructure-less Contact Centre

This contact centre aims to extend the advantages of a legacy call centre for customer services but with curtailed costs, saving on the initial capital investments required to set up a call centre.

 

C-Zentrix has announced infrastructure-less contact centre. This contact centre aims to extend the advantages of a legacy call centre for customer services but with curtailed costs, saving on the initial capital investments required to set up a call centre.

Commenting on the launch, Saket Setu CEO of C-Zentric said, “With C-Zentrix’s capabilities for an infrastructure less contact centre, we are just unveiling the incredabilities of cloud based solutions that our partners, customers & prospects can leverage on to shrink their initial capex.”

He further added that the edgy new age hybrid customer experience model comes equipped with advanced technology features to make the transition hassle-free and seamless. The hybrid model also addresses the security concerns by facilitating data storage on private network & fortified API tools, secured for data access. The voice recording abilities & data for each client is marked individually with unique customer ids.

The cloud-based solution is capable of to running a small to mid scale call centre set up with a capacity of 3000 + seats concurrently.

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CRM Spending On Operations Will Decline By 2020

CRM spending directed towards operational CRM initiatives like sales force automation will drop from 90 pc to to 70 pc by 2020, says Sundeep Rattan Bhatt of C-Zentrix

Evolving technology and business trends are redefining the SME ecosystem. One of the primary needs for any business today is to strengthen their CRM (customer relationship management) techniques. C-Zentrix, the flagship product of Towards Vision Technologies Private Limited (TVT), is helpign organizations across industries to set up and manage their personalized customer engagement center. In conversation with Supportbiz, Sandeep Rattan Bhatt, National Sales Head of C-Zentrix, shares that how CRM will address constraints of SME ecosystem.

Excerpts-:

 

SB: Budget is the biggest constraint for SMEs to adopt new technologies. How budget-friendly is your technology?

Sundeep: One of the significant challenges that we have solved by our leading Single-box solution is to help SME customers deploy a CRM and a telephony solution all rolled in one. It became an instant hit with most of the first-time CRM solution adopters as it suited their budget and was extremely resource(s/w & h/w) light. We further modified the same solution to suit even those SME customers where the majority of the users may not need to have access to a PC to carry on with the allocated job. We called it the ‘desk-less’ agents and this I would call was a disruptive feature given the limitations of the legacy and the SMART EPBX/IPBX could not match this. The two variants still continue to be the leaders in their segment and extremely budget-friendly to the segment.

 

SB: Can you share some success stories of your MSME/SME customers? 

Sundeep: Triangle Global is a Mumbai-based HR recruitment firm, with a total staff strength of ten people. In 2012 when Triangle had not deployed any solution to automate their calling and process, which essentially is their core process, the annual turnover of the organization was little less than Rs 10 lakh. After implementing C-Zentrix SME solution and in a span of about three years with the same workforce the organization has been able to clock about 20 times more than revenue which is about Rs 2 crore.

 

Another such example is that one of our Pune-based customers Indus Health Plus has been in a position to prevent more than 50K heart strokes in a year with just a team of 15 members.

 

SB: What are the five trends that will rule the CRM segments in the next one year? What are the reasons?

Sundeep: In order to understand this trend we need to understand a broader industry trend, which is like:

 

• Banking & Finance want to focus on key account management and organizational design
• Manufacturing wants to focus on acquisition, reflecting the impact of globalization
• Insurance sector showed a distinct profile of priorities towards people, brand and negotiating indicating the way the sector is dominated by broker relationships

 

The key connect of the above three trends is that all are pointing towards a sector specialized in CRM. The broad trends can thus be summarized as: 

 

• Currently, 90% of CRM spending is directed towards operational initiatives like sales force automation, but that will drop to 70% of spending by 2020.
• Meanwhile, spending on social CRM initiatives like customer communities and social media monitoring will grow from less than 1% today to 10% of spending in 2020.
• Excellent customer engagement requires the right omnichannel strategy, partner ecosystem, and technology infrastructure to meet buyers’ expectations.

 

SB: How has been the journey so far for C-Zentrix?

Sundeep: Team C-Zentrix is moving up the “Value-Chain” with every passing year both in terms of keeping the product relevant to the market as well as implementing the new IP. Our evolution from Single-Box to Cluster and the launch of Cloud has been validated by the industry as “Right Product Right Time”.