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Catcos Agency. Amphitheater Parkway, Mountain View, California, 54043, CA.

FAQs

Combining creativity with technical expertise, we craft compelling technological experiences that captivate and convert.

What is EZ Call Manager (EZCM)?

EZCM is an AI-powered, IP-based contact center and CRM platform designed to manage customer interactions end-to-end. It combines telephony, CRM, ticketing, reporting, and voice intelligence into a single, integrated solution.

What type of contact centers can use EZCM?

EZCM is suitable for inbound, outbound, and blended contact centers handling customer services, complaints, order processing, surveys, tele-sales, outreach programs, and feedback management.

Does EZCM include built-in telephony?

Yes. EZCM includes a complete built-in contact center stack with Softswitch, Softphone, IVR, and Automatic Call Distribution (ACD), reducing dependency on third-party telephony systems.

What channels does EZCM support?

EZCM supports true omnichannel engagement, including:

  • PSTN / SIP / VoIP
  • Mobile and fixed phones
  • IVR
  • Web forms and chat
  • Email
  • Walk-in requests
  • Social media channels

All interactions are managed centrally with a unified customer view.

Is EZCM a CRM or a contact center solution?

EZCM is both. It combines a CTI-enabled CRM with a full-featured contact center platform, allowing agents and supervisors to manage calls, tickets, workflows, and customer history from a single interface.

What reporting and analytics capabilities are available?

EZCM offers ready-to-use reports, dashboards, and wallboards that provide real-time and historical insights into:

  • Agent performance
  • Call handling metrics
  • Dispositions
  • Service levels
  • Campaign performance

Reports can be exported in PDF, CSV, or JSON formats.

What is the Voice Intelligence Platform in EZCM?

The Voice Intelligence Platform uses AI to analyze call recordings and provides:

  • Speaker-attributed call transcription (agent/customer)
  • Automated call summaries
  • Sentiment analysis
  • Agent performance evaluation
  • Multilingual audio processing

Reports in English and Arabic

Can EZCM be deployed on-premises or in the cloud?

Yes. EZCM supports flexible deployment options:

  • On-Premises
  • Cloud

Hybrid
It can be deployed on physical servers or virtual machines, depending on business and compliance needs.

Is EZCM scalable?

EZCM is modular and highly scalable. Organizations can start with core modules and add additional functionality as they grow, without the high licensing and infrastructure costs of traditional enterprise CRMs.

How secure is EZCM?

EZCM is designed with enterprise-grade security, including:

  • Anonymous call blocking
  • Advanced queue and traffic management
  • Role-based access control (RBAC)
  • MFA or SSO (optional)
  • Audit logs and secure backups
  • Encryption for data in transit and at rest (deployment-dependent)

It can also be deployed behind your firewall for added security.

What industries use EZCM?

EZCM is used across multiple industries, including:

  • Government
  • Healthcare
  • Financial services
  • Energy and utilities
  • Media
  • Education
  • Retail and e-commerce
  • Manufacturing

Non-profit and development sectors

Can EZCM integrate with existing systems?

Yes. EZCM supports integration with CRM, ERP, billing systems, mobile apps, and third-party platforms through APIs and configurable connectors.

What products and modules are available under EZCM?

EZCM offers multiple modular solutions, including:

  • Complaints Management (EZ CMS)
  • Order Management (EZ OMS)
  • Survey Management (EZ Survey)
  • Helpdesk Management (EZ HDMS)
  • Ticket & Case Management (EZ TCMS)
  • Incident Management (EZ IMS)
  • Workforce Management (EZ WFM)
  • Field Force Management (EZ FSM)
  • Telehealth (EZ Health)
  • Lead Generation & Predictive Dialing (EZ Lead Pro)
Does EZCM support workforce and field service operations?

Yes. EZCM includes Workforce Management for scheduling and performance tracking, and Field Force Management with mobile apps, offline sync, ticket handling, and real-time status updates.

Is EZCM suitable for government and public-sector use?

Yes. EZCM includes Citizen Feedback Management, grievance handling, SLA tracking, escalation workflows, and compliance-ready reporting, making it well-suited for public-sector deployments.

Can EZCM handle large-scale operations?

Yes. EZCM is built for high availability and supports multi-campaign, multi-queue, and high-concurrency environments with load balancing and traffic control.

How can organizations become EZCM partners?

Organizations can join as Channel Partners or Technology Partners. Benefits include attractive margins, training, API access, co-marketing, deal registration, and dedicated partner support.

How can we request a demo or more information?

You can contact EZCM via:

Our team will assist with demos, deployment options, and customization discussions.

Have questions? Chat with us!