C-Zentrix - Aims to Help Organizations to Set Up and Manage Their Personalized Customer Engagement Center
C- Zentrix is a software based customer experience platform created by TVT which was founded in the year 2002 by Saket Setu, Abhijit Chatterjee and Bhishm Sharma. The idea behind the inception of the company was to create one of the best software product development companies in the world from India. It was built with a vision of creating next-generation, simplified call center technology offering customer engagement solution to enable better communication and 360° experience for the end-customer. The journey so far has been exhilarating and challenging. C-Zentrix in its journey of last 15 years, can proudly boast of its successful Made in India products, bootstrapped and profitable. Their journey began in an era where funding and investors were unheard of and hard work was the only way up. They created not only the best in India but a world class customer engagement solution.
Today, the company competes with the best in the world and is also recognized in the prestigious Gartner Magic Quadrant report consecutively for CCI 2016 and 17. The journey started from a single box contact center solution, a unique one box customer engagement solution in the world for over 180 concurrent agents and moved to enterprise level contact center platform over a period of time and today they have Omnichannel customer experience platform for their global customers.
C-Zentrix aims to help organizations across industry verticals to set up and manage their personalized customer engagement center hassle free at low cost and high efficiency. With a presence across 5 continents, C-Zentrix has special focus on emerging markets, and is proud of serving many top enterprises of India. At present C-Zentrix's clients include Government organizations like GSTN, CBEC and CM help lines, Insurance companies like Max Life Insurance Limited, ICICI Lombard, Reliance General Insurance, education institutes like NIIT Limited, Amity University, manufacturing companies like Kohler India, Pidilite Industries and Ambuja Cement, E-commerce and travel portals like Snapdeal, Shopclues, Oyo Rooms, Makemytrip, Red Bus, Practo, Voonik and Quikr etc. The list goes on.
One of the key learnings in their journey was the idea of developing products with inputs from the customers. Over a period of time they understood that being close to customers and understanding their business requirement and mapping it with product features was the best way to create a feature rich product. Most of their product features are driven by client requirements and that’s why their products are able to satisfy customers and meet their business needs.
Another key learning for them has been to treat their people who work with them as important as their customers. A great innovative product development organization can be only built with a strong team who can take risks for you, fight your battles and always stand for you. Such a team can be only built if the people are treated like a family. They treat their people with compassion and empathy and do not let them worry about failures but encourage to take risks even if they fail in the pursuit of innovation. Their greatest asset today is their people.
C- Zentrix’s growth has been steady and sustained over last the 10 years of their first contact center product in the market. The greatest challenge has been to convince the market that an Indian company can create a world class product and the ability to fight the might of the better known global OEMs in the similar product line. The company operates in line with the Make in India and Digital India initiatives by the Government wherein they are building home- grown technological solutions to cater to emerging needs of enterprises for customer engagement. Today they provide various channels for customer interaction which include contact Center solution, Email Management Solution, Ticketing and Lead Management CRM, Chatbot, Live Chat, Social Media Management and mobile app based contact center application, all these products are available in premise as well as on cloud. They also have multichannel and omnichannel customer experience platform.
The future of the IT industry is very promising as according to the Strategic Review 2017 report by NASSCOM which states that India’s IT-BPM industry is projected to grow 8% in FY2017 to USD 154 billion. In light of the very disruptive emerging technologies, the industry is re-imagining itself to become the Digital Solutions Partner for the world. This report analyses the IT-BPM market size by segments (IT services, BPM, ER&D, Software Products and ecommerce).
Recognizing the opportunity, C- Zentrix is rapidly expanding into various geographies of the world. They now have presence in MEA, SE Asia and North America and are rapidly looking to grow into Australia, Eastern Europe and South America. They are also working on futuristic customer experience technologies like Speech and Data Analytics, Agent Gamification and AI driven Bots.
