C-Zentrix is unique customer experience platform that is built with a vision of creating next-generation, simplified call centre technology offering customer engagement centre to enable better communication and 360° experience for the end-customer.
Saket Setu CEO & Co-Founder at C-Zentrix speaks with Zia Askari from ChannelDrive.in about the company’s core focus today and its plans for near term future.
What are some of the big innovations that the company is bringing for the enterprise and SMB community in India?
If you look from product innovation point of view we are immediately looking at Omni channel, as we already have multi channel concept on our customer experience platform. We are very confident that this concept will be rolled out in next 90-120 days. We are also addressing at video as another medium on multi channel, this includes focusing a lot on both voice and data analytics.
This is because we see that the future belongs to all the predictive decision making and which can happen based on all the data which we have today. With this in place, we can have a very strong voice and data analytics tool built around it. This means we can definitely have it all being offered from on premise to over our cloud platform which we have already launched 6 months ago.
Our eminent focus now is from technology perspective is Omni channel, analytics, voice and data and cloud. These are some of the key focuses for us.
Today a lot of organizations are looking forward to strengthening their operations towards better digital enablement – How can your organization help in this regard?
When I refer about the Omni channel, the most key octant of Omni channel is Social Media – Twitter, Facebook. Today we are witnessing that a lot of customer service being more active on Twitter than any other medium. So from that perspective Omni channel is a very important part of our strategy. It is then therefore an imperative that we are looking at rolling out Omni Channel in the next 120 days with having the components of e-mail and Chat incorporated in the multi-channel plan.
At C-Zentrix, we are focused at this new digital world as the customer service experience gets more involved with the excessive use of Social Media as well as mobile platform via mobile app. We are all geared up to address this engagement and these shall be our definite focuses in the Omni channel space.
What is your go to market strategy towards pushing your contact center product in the market? Please share your channel strategy?
Our go -to strategy is very simple that we are the best in the world today, so if we compare our solution viz-a-viz, Avaya, Cisco and Genesis these are mainly hardware driven product-based companies which don’t have the kind of skill-sets to customize.
The market has changed with the new age businesses specially e-commerce business and so forth where nobody wants a standard vanilla solution, everybody is looking for very deep integration in customization where all the old- age solutions like Avaya Cisco cannot do, however Genesis can provide reasonable amount of services offerings but with limited approach.
Here, lies our core advantage that we are perhaps the only solution available today that can only give you enterprise cluster i.e. capability to scale up to 5000 seats on a single platform along side with the immense ability to customize and integrate with any third party CRMs like Freshdesk, Salesforce, Microsoft Dynamics CRM . This the kind of integration and the depth we alone have that no other solution in the market possess.
What kind of market segments are you targeting today?
Today already 50% of our business comes from our channel partners so we have a dedicated alliance and partner teams which include the likes of Wipro, AGC, Tech Mahindra who are few of our big partners in India. They are the ones who are also selling and taking our solution out of India. Therefore our strategy is very clear that in next 36 months again probably more than 70 % of our business would be driven by our partners and alliances which generally will be Big SI and Telecom players.
On cloud platform, we have Airtel as our partner and selling our solution actively, so that is our strategy, not to go for too many but to have a limited set of Big SI and Telecom players who can prove to be quality partners and take us worldwide not only in India alone. Our partner strategy is the most important strategy, the kind of pre sales support we provide to our partners, so we are totally dedicated towards the concept of working with partners never over stepping and getting into their domain but constantly encouraging.
Please share details on your knowledge partners in India today?
In India, C-Zentrix in the big league, we will be having at least 6 to 7 big SIs and BPOs as our partners and a few mid sized and small sized partners in that range as well. In totality there are 10 partners in the country currently.
What companies are you targeting in the future?
We are already have Wipro, Tech Mahindra, AGES, AGC as our partners, we are targeting TCS, Infosys and HCL this year as next set of partners and also we are targeting Concentrix, Genpact and Convergys to pick up, we are not looking only from a customer point of view alone but once we do our tie-ups we believe that with their ability they shall be able to take and leverage us to any other geography where they are present.
What is the level of growth that you are envisaging to receive? How will this growth be realized?
We did 25 INR Crore business last year, we are looking to clock in about 100 INR Crore revenue in next 36 months out of which 30% to 35% from India and 65% to 70% would come from overseas.
