Industries
Built for e-commerce. Tailored to your industry.
Zitena was built for e-commerce, and that is where it goes deepest. If your calls are about shipments, appointments or applications rather than orders, we tailor the same building blocks to your flows on request.
E-commerce
Orders and shipping, address changes, returns and exchanges, product questions, cart recovery and callbacks. Connected to your store platform, with real actions.
Building blocks
What gets tailored is work the product already does.
Every tailored setup is built from the pieces below. What changes is where the data comes from, the request types, the transfer rules and the agent's instructions.
Order and record lookup
Recognises the caller from their number or the reference they give, and reads the record's status from your data. In e-commerce that's an order; elsewhere it can be a shipment, a booking or an application.
Request creation
Work taken on a call lands in your team's request inbox with its status: a change, a return, a complaint or a callback. When we tailor it, the request types follow your flow.
Addresses and appointments
Collects an address step by step against the province, district and neighbourhood index and reads it back. Understands phrases like "tomorrow afternoon" and books a time within your working hours.
Purpose-driven outbound with consent checks
Every call has a written purpose, and the agent states it in the first sentence. Consent (İYS), calling hours, the do-not-call list and a repeat guard are checked before dialing.
Transfers to a person
Transfers to the right person by topic and working hours. If nobody answers, it books a callback instead of dropping the call.
Analytics and live transcripts
Every call is transcribed live. Calls are tagged by topic when they end, and the share the agent solved and response times are in the console.
On request
Industries we can tailor for
A few examples; write to us about any other industry too. We don't have a live setup in these industries yet; we do the tailoring together with you, around your call flows.
Pick one to open the demo form with your industry selected.
How it works
Tailoring in four steps.
We map your calls together
What customers call about most, which record each call needs, and which work should stay with a person.
We connect your data
Your records arrive through the Data API, a CSV upload or a data feed. On the phone side you keep your own SIP line and number.
We set the agent up for your flow
Instructions, request types, transfer rules and outbound call purposes, tested from the browser and with calls to your own phone.
We go live and watch it together
Every call shows up in the console with a live transcript; topics and the solved rate show what needs adjusting.
Let's map your industry's calls together.
Pick your industry in the demo form. In a thirty-minute call we go through your call flows and work out together what can be tailored.
or write to [email protected]