C-Zentrix Looking for More Channel Partners in 2016

C-Zentric is a leading customer engagement platform, globally. It was built with a vision to creating next generation simplified call centre technology solutions that offered better 360 degrees communication for the end customer. It aims to support enterprises in setting up and managing extremely efficient, customised call center solutions. The company has a global presence and is proud to have a distinguished customer base in India, with a special focus on emerging markets. In an interview with Abhijit Chatterjee, CIO & Co – Founder, C-Zentrix Kalpana Singhal finds out reasons to invest in cloud-based contact centre solution and their go to market strategy.

CRM as an industry will be highly competitive. What challenges do you face from similar brands in the field?

The challenges we see are:

• Technology companies, who will be “prompt” in providing responses  on the Customer Requests.
•  Since customisation is imperative for every customer to enhance  our business edge, those products which are sensitive to  customization will fly higher and will be valued more by their  customers.
•  Existing customization of a product being used by one customer,  can add great value if customers from a different business vertical  tries to use it.
•  With the advent of Apps and social media, CRM products are on a big  adoption curve now and hence promise more business in the near  future. Vertical specific CRM products will do much better business  than the generic ones. Simple to use products and more  customization friendly CRMs will see higher adoption.

The contact centre industry has seen more transformation over the last decade, than the enterprise industry. Where do you see it headed over the next 2 years?

Contact Center industry is now more focused on Customer Experience Management. New channels other than regular phone, sms or email will be used to connect to the customer like chat, apps, social media and notifications. Customer Feedback will be the change agent for customer experience. So organizations that are proactive on customer feedback will able to focus more on customer, and hence do better business.

You have some innovative technologies under your brand. What more innovations do you see for customer communication technologies in 2016?

We already have “C-Zentrix Cluster Enterprise” platform, on which more than 2000+ agents can work simultaneously to provide seamless customer experience. We have rolled out Chat apps other than our regular inbound and outbound voice, SMS and e-mail channels. We have tools on Email management, Lead Management, Complain/Ticketing management to neatly assist the business to ensure enhanced Customer Experience. Innovation at C-Zentrix is almost daily roll out, and our key change agent is our Proud Customers and their businesses. Major innovation on 2016 is on Cloud Services. The cloud service is now powered by our C-Zentrix Cluster Enterprise platform.

Do you utilise the cloud for your products?

We are providing Cloud Services ourselves. We are integrating other CRMs and Apps on Cloud, offered by other companies, to provide more facility to our customers on cloud under a single umbrella.

Data collated from CRM activities is a precious source for analytics and business intelligence. Do you have products in that field?

We have already engaged with Analytics companies who are helping us to integrate their products, so that we can use their analytic tool to take a deep dive into their data.

How do you plan to push C-Zentric forward over the coming years?

We are already pushing C-Zentrix ahead and under this brand we will add more and more facility and features to our end customer. That’s what we are trying to do every day.

Do you have channel for your national Sales? How do you manage for their business?

Yes, we have many major channel partners / SIs such as Wipro, AGC, etc who sell C-Zentrix as a part of their bigger product portfolio and we foresee adding many more such valuable channel partners in the coming future.