Customer Experience Contact Centre
CyCX for Microsoft Teams
- Boost customer experience
- UC Desktop & CRM Integration
- Inbound Call Groups & Outbound Pro-active Marketing Contact Centre
- Collaboration & Omni-Channel modules
Select number of users
Save 10% by paying annually
CyCX — AI-Powered
Customer Experience Contact Centre
USD$603.00 / month for up to 10 users
USD$7236 billed yearly
Prices are + GST/Tax in applicable countries
Enhance customer experience and performance management with CyCX, our AI-powered Contact Centre solution. Designed for the modern age of AI, CyCX offers a fully integrated, blended inbound and outbound CX platform with innovative agent-assist tools for seamless operations.
- AI-Assisted Smart Routing: Optimize call handling with priority-based, skills-driven, and CRM-integrated AI routing for intelligent queue management.
- Comprehensive Dashboards and Analytics: Access powerful report design tools for real-time insights and performance tracking.
- Innovative Agent-Assist Tools: Empower your agents with cutting-edge tools that enhance productivity and decision-making.
- Customer Satisfaction Tools: Enhance customer interactions with tools designed to improve satisfaction and loyalty.
- AI & Supervisor QA Assessment and Scoring: Ensure consistent quality with AI-driven or supervisor-led assessment and scoring of agent interactions.
- AI-Powered Voice Analytics: Gain deep insights through voice analytics, call transcriptions, keyword alerts and sentiment analysis.
- AI-Driven Live Web Chat: Engage customers instantly with our AI-powered live web chat, ensuring prompt and accurate responses.
- CyCX seamlessly integrates these advanced features to deliver unparalleled customer service and operational efficiency, plus more - see full feature list below
Click here for full feature list
USD$670 10 user package / month
Additional users USD$50 - user / month
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Huge benefits of integrating contact centre functionality
Beyond meetings, chat and collaboration, enterprises are looking for more value from this platform and exploring how to customize it to their needs. Adding in voice calling and contact centre capabilities are a natural follow-on.
The result: a single communications and collaboration platform that enables collaboration between business users and contact center agents.
This has major benefits for your organisation:
Easy to use by everyone
Enable powerful CCaaS applications on the well-known Microsoft Teams interface
Enhanced business intelligence
Capture, analyse and present crucial interaction data across the entire customer and agent journey
Streamlined operations
Simplify internal workflows by combining Microsoft Teams with a contact centre and wider business systems
Rich ‘contact centre as a service’ (CCaaS) features such as Call Recording, IVR, and Reporting vastly improve the agent and customer experience. Contact centre agents can easily collaborate with business experts via Microsoft Teams to help with customer inquiries. You can also integrate CRM-data into your business operations and amaze customers with the ultimate service experience.
Integration with Microsoft Teams
- Fully integrated & enhanced browser-based Contact Centre Agent + Telephony controls in one user interface integrates with the Microsoft Teams softphone controls
- Fully integrated & enhanced IVR & Announcement Audio services
- Fully integrated & enhanced Voice Recording services
- Fully integrated & enhanced Call Reporting & Dashboards services runs from within the Microsoft Teams interface
- Workforce Optimisation
- Workforce Management
- CSAT Reporting
- IVR Self Service
- Telemarketing
- Modular suite of transformational add-ons
- Differentiate your Customer Experience with our Customization Services
- Powerful Cloud Architecture – for isolation, customization & redundancy
- And more…
Fully integrated & enhanced browser-based Contact Centre Agent + Telephony controls in one user interface that works with the Microsoft Teams softphone controls
- The Cytrack CyDesk web-based Contact Centre Agent user interface controls the Microsoft Teams platform delivering a single telephony and contact centre interface for the user – all in a web browser. Or if you prefer, use the Microsoft Teams interface for your common telephony tasks.
- The CyDesk agent user interface delivers a rich omnichannel environment for managing all telephony and other modality conversations in one interface.
- Powerful CRM integrations are supported out of the box or connect 3rd party or inhouse applications via our rich API’s
Simplify Business Operations
Combining Microsoft Teams with Cytrack transforms the platform so you can integrate the software your business already relies on into your communications system. Integrate more than 100 leading business apps – as well as your company’s existing in-house solutions – straight out of the box. Or create customised integrations and apps to suit your business’s unique needs.
Cytrack is compatible with Salesforce, Microsoft CRM, Freshworks, Zoho CRM, Netsuite, GoldMine, Pipedrive, simPRO, Vertafore, Xplan, MYOB – along with many other leading apps.
Click here for full details of all our integrations and if you don’t see what you are after please email support@cytrack.io
Meet Your Customers Anywhere, Anytime
CyCX’s omnichannel capabilities integrate AI, voice, chat, social media, and email, allowing you to connect with customers on their preferred platform. A unified interface and a holistic view of customer history enable your agents to build more meaningful, personalised relationships. CyCX ensures you’re there for your customers when and where they need you, driving loyalty and satisfaction.
Boost Efficiency and Eliminate Waiting Times
Don’t let your customers wait. With powerful workflow tools and AI-assisted & CRM-enabled smart routing, CyCX instantly directs customers to the best-suited agent, improving first-contact resolution and reducing wait times. The platform’s workflow and CRM integration further optimise the customer journey, allowing your agents to be more responsive and effective.
Enhance Customer service with AI-Powered Automation
AI isn’t just a tool—it’s a catalyst for growth. By automating routine tasks, CyCX allows agents to handle multiple calls and interactions simultaneously, eliminating delays and awkward pauses. This efficiency gives your agents more time to focus on high-value tasks, such as nurturing customer relationships and driving revenue. Automated workflows also ensure consistent follow-ups and proactive service, leading to increased conversion rates.
Leverage Real-Time Data to Make Smarter Decisions
CyCX’s AI-powered insights and real-time data allow you to instantly monitor performance and adjust your strategy.
With customisable dashboards that display key metrics such as service levels, customer satisfaction, and agent performance, you have all the information you need to make data-driven decisions. Intelligent bots work behind the scenes, tracking service quality and alerting you to issues before they impact customer satisfaction.
Smart Contact Center Agent Interface
Streamline your customer service and empower your agents with CyDesk, running in a browser or optionally integrated with Microsoft Teams. This is the powerful agent interface for the CyCX AI-powered contact centre. CyDesk unifies communications, integrates CRM, and provides AI agent assistance to enhance efficiency and personalise every customer connection. With presence tracking and our interactions view giving a centralised view of all customer touchpoints, your agents are empowered to deliver seamless, responsive service that improves satisfaction and operational flow.
AI-Powered Voice Analytics
Boost your team’s performance and recorded conversations with AI-driven voice analytics that transcribe every call, assess sentiment, and identify key discussion points. Effortlessly audit calls, resolve disputes, and ensure compliance while unlocking deeper insights. AI-generated call summaries and keyword searches make it easier than ever to spot trends and fine-tune your service quality, all while improving customer satisfaction.
AI-Powered Chatbots & Agent Assist
Supercharge your customer service with CyCX’s AI-powered chatbots that handle customer inquiries 24/7. These intelligent bots provide instant, accurate responses, reducing wait times and freeing up your agents for more complex tasks. Seamlessly integrated with your CRM, they deliver personalised support and can escalate issues to a human agent.
Agent Assist empowers your team by providing real-time AI recommendations during live interactions. From suggesting answers to frequently asked questions to offering insights based on customer questions, Agent Assist ensures your team responds faster and more accurately. With AI on their side, your agents are equipped to handle even the most challenging queries with confidence and precision.
AI Assistant as Your Front Desk
Introducing CyCX’s AI Assistant — your virtual front desk that can answer and assist calls with the efficiency and professionalism of a human agent. This intelligent AI-powered assistant greets customers, handles routine inquiries, directs calls to the correct department or individual efficiently, and even sends forms and documentation via SMS or WhatsApp. Whether it’s scheduling appointments, answering FAQs, or providing important information, your AI front desk works 24/7 to ensure no call is missed.
This powerful virtual receptionist reduces wait times and allows your human agents to focus on high-value tasks, ensuring a smoother, faster customer journey from the first interaction. The AI Assistant can escalate more complex queries to a live agent whenever needed (ensuring via our Agent Assist that the agent has all the conversation details so far, ensuring every customer is handled with care and precision.)
Fully integrated & enhanced IVR & Announcement Audio services
- ‘In-skin’ audio services – Our solution utilizes the Microsoft Teams telephony services directly into our IVR, audio and announcement services, the benefits are complete integration and the platform delivering the audio services ‘in-skin’.
- Customer Announcement Recording Tool – We developed an easy to use Fully integrated & enhanced IVR & Announcement Audio services module in our queue configuration that allows customers to easily record their own greetings and then have them uploaded into the Cytrack queue management file storage in our cloud environment. This facilitates the Cytrack Queue Announcements Manager To either upload files or download and play a specific greeting from a specific queue. Our announcement services then download the greetings from storage as necessary and passes them for playing via announcement services.
- Eliminate waiting times – Cytrack CyCX for Microsoft Teams uses smart, skills-based call routing to put your customer in touch with the right agent straight away. And with one-click access to experts anywhere in the world, they can put out fires faster.
- ‘In-skin’ voice recording services – Our solution augments the Microsoft Teams platform with powerful voice recording, and this incorporates a broad range of important factors and benefits to the solution
- Extended Cloud Voice Recording Storage – Our Cytrack integration retrieves all recordings and stores them into the Cytrack Microsoft Azure cloud storage for your business (or optionally to your designated storage preference) – this also facilitates data sovereignty for customers.
- Encryption of Voice Recording files – This is an essential requirement for our customers, so our services encrypt the files once moved to Microsoft Azure and the recordings can only be played via our CyReport search and replay interface.
- Advanced filter, Search, Reply & Reporting – When we download the recordings to the customers tenancy storage area we link the recordings to our CyReport Bl reporting solution providing superior ways of searching and reviewing customers recordings.
- Linking Voice Recordings to CRM – When calls are received by the contact centre, the CyDesk Agent client integrated to the customers CRM stores a link to the CRM contact history together with the details of the call.
- Voice Analytics – once the recording is available in our storage, customers can also opt to subscribe to our voice analytics services, where recordings can be transcribed, sentiment analysis performed and also keywords identified and available for statistical analysis.
- Workforce Optimisation Services – Leveraging our solution handling the voice recording file, customers can also select our powerful WFO services for coaching and quality rating of agents performance and skills levels.
Fully integrated & enhanced Voice Recording services
Our full integrated solution to Microsoft Teams offers a business wide solution recording service for all users within the Microsoft Teams environment for your organisation.
Fully integrated reporting & dashboards – operates from within your Microsoft Teams interface
The pulse of any contact centre is in its Business Intelligence reporting – what gets measured gets managed. Our solution offers a business wide solution reporting for all users within the Teams environment for your organisation.
Act on the facts – Choose from a wide range of customisable formats to access the real-time sales and service data you need to make critical business decisions. Use intelligent bots to monitor service levels and alert you before problems even arise.
- Extended call reporting and analysis optionally integrated to voice recording files for the whole organisation
- Configurable web-based Business Intelligence Dashboards
- Real time indicators and alerts
- Report Generator and Designer – create your own reports in your way.
- Just search for what information you are after and global search will show you which reports contain the data you seek
- Modern charts and graphs supporting multiple tables and charts in one
Cytrack CyCX for Microsoft Teams Contact Centre
Revolutionise your customer relationships
In an always-connected world, customer expectations have never been higher. Exceed these expectations and revolutionise your customer engagement with the Cytrack CyCX for Microsoft Teams Contact Centre solution.
Eliminate waiting times
Cytrack CyCX for Microsoft Teams uses smart, skills-based call routing to put your customer in touch with the right agent straight away. And with one-click access to experts anywhere in the world, they can put out fires faster.
Improve your sales
Automate simple tasks, make multiple calls at once and eliminate awkward delays when greeting callers. Your agents get more time to focus on what they do best: connecting with customers and maximising revenues.
Act on the facts
Choose from a wide range of customisable formats to access the real-time sales and service data you need to make critical business decisions. Use intelligent bots to monitor service levels and alert you before problems even arise.
Keep getting better and better
Make sure the customer experience keeps improving by using actionable analytics and automated key performance indicator monitoring to enhance your sales and service performance. CyCoach Workforce Optimisation provides agent self-evaluation and feedback features equip your team members with every tool they need to work at their best.
CyCX for Microsoft Teams adds Collaboration and Omnichannel Contact Centre Services
Meet your customers on the channel of their choice
With voice, chat, social media and email functions, Cytrack CyCX for Microsoft Teams omnichannel contact centre lets your business meet your customers wherever they are, and gives your agents a single, unified interface with a holistic view of customers to enable deeper interactions.
- Chat – Customers increasingly start their relationship with your business online and it’s a simple next step to just click and chat with a member of your team. CyChat will manage your agent rules and allocations, show chat presence to members of the team and also integrate your communications and history into the agent history, reporting and even add all the history to your CRM.
- Social Media – Cytrack’s CySocial message server brings open, rich media chat and messaging capabilities across WhatsApp and Facebook Messenger to provide real-time communication and collaboration.
- SMS – Add SMS as a means for your customers to reach you and request customer service, SMS in queue, SMS Call-Me, Telemarketing SMS bulk-out, SMS system alerts for administrators, or SMS to and from your desk to clients, partners and team members.
- Web call-back – engage the power of the web and allow customers to join a queue just from your web page, the agent gets a pop of the web page the customer was viewing and the customer get a telephone callback.
- Telemarketing & Outbound – Beyond telemarketing with proactive opportunity creation – speak to more customers and prospects with CyCall omnichannel outbound & telemarketing contact centre.
- Self-service & IVR – Our CyLive Intelligent IVR solution and design tool allows you to get personal without the person. Sophisticated features with a user configurable interface that uniquely provides an IVR designer tool in a flow chart design.
Managed Microsoft Azure Cloud Services
Focus on your business and we’ll manage your cloud infrastructure.
Hosting your Cytrack communications systems in Microsoft Azure provides the natural cloud benefits such as access to highly secure, scalable, on-demand infrastructure, and the ability to rapidly spin up or scale out services, so you can meet your business requirements faster. As a successful business, you have a lot on your plate; keeping your teams on track, meeting customer demands, and delivering your business products and services to market. Managing your cloud infrastructure is the last thing you should be concerned with.
Cytrack has selected Parallo (a Rhipe company) to manage our Cytrack Microsoft Azure Cloud Platform Management services, this ensures the Cytrack Cloud infrastructure allocated to your business delivers what you need, so you can focus on your priorities – your product and your customers. Parallo understands the complexities inherent in public cloud management, and together we offer a comprehensive managed service to ensure that the use and consumption of your Cytrack Azure service is effectively aligned to your business requirements.
Cytrack customers take advantage of a proactive service that ensures security, performance, availability, cost and compliance are monitored and managed effectively. With 24×7 monitoring Parallo proactively identifies potential issues and takes immediate steps to prevent any service disruptions to your business. And should any issue occur, accelerated fault resolution is taken care of via Parallo’s Microsoft Premier Support agreement.
IT Security
Security and privacy begin with the way data is handled, stored and protected. Cytrack cloud services are hosted in Microsoft Azure and provide the highest level of stringent specifications for securing customer data and information and ensuring customer privacy. Reduce costs and complexity with our highly secure cloud foundation managed by Microsoft including multilayered, built-in security controls and unique threat intelligence from Azure that helps identify and protect against rapidly evolving threats, as well as continuous protection with deeper insights from Microsoft Defender for Cloud.
Take advantage of multi-layered security provided by Microsoft across physical datacenters, infrastructure, and operations in Azure. Gain from the state-of-art security delivered in Azure data centers globally. Rely on a cloud that is built with customized hardware, has security controls integrated into the hardware and firmware components, and added protections against threats such as DDoS. Benefit from a team of more than 3,500 global cybersecurity experts that work together to help safeguard your business assets and data in Azure.
Click the button below for more details on our IT Security Management
Why Cytrack is your trusted Microsoft Teams partner
Our track record of success with Microsoft
We have enjoyed a partner relationship with Microsoft since 1995.
Our system integrations
Cytrack can also integrate more than 100 leading business apps and in-house solutions to ensure you get most value from your wider systems. See all of our integrations here.
Our cloud services support
Our Cytrack Azure Cloud Platform Management services ensures the Cytrack Cloud infrastructure allocated to your business delivers what you need, so you can focus on your priorities – your product and your customers.
Our customers take advantage of a proactive service that ensures security, performance, availability, cost and compliance are monitored and managed effectively.
Our professional services
Cytrack Professional Services help you optimise your investment, through our portfolio of services, ranging from planning, designing, and implementation to project management, ongoing support, and consulting.
See more about our professional services here.
Ready to learn more about powering up your Microsoft Teams organisation?
- Call Plans
- Choice of PAYG or Unlimited Call Charge Plan** REFER TO Fair Use Policy — Cytrack's CTS carrier class SIP service
- Number PortingFree service to port your numbers to your new Teams service (in business hours)
- Dedicated phone number (DID) linked to Office 365Each user gets a dedicated DID number for your Teams account
- 1300/1800 ServicesWe offer 1300/1800 toll numbers at great rates including geo-routing services
- Reporting Features
- Teams Internal & External Call ReportingAnalytical information and reporting in calls made via Teams both internal and external[15]
- Teams Meetings ReportingReport on meetings held in Teams including duration, frequancy, identify participants and more[15]
- Teams Chat ReportingReport on Teams chats — chat type, attachments, chat flagged as important, and chat sentiment analysis[15]
- Teams Quality of Service ReportingReport on quality of the voice service for calls made in Teams between users[15]
- Extension Level ReportingAnalytical information and reporting on extensions
- Billing ReportsReports where a charge can be applied to services using the inbuilt powerful tariff manager
- Traffic ReportsReports that provide utilisation and performance levels such as answer times, unanswer times, engaged times, etc
- Summary ReportsA range of reports across all types that provide analytical summy of the itemised data, including charge zones, answer times, directory, extension, day etc
- Frequency ReportsReports showing the frequency of services by extension, directory options, user, time bands by selection etc
- Trend ReportsTrend reports analyse data to reveal patterns, forecast trends, and support informed decision-making
- Agent ReportsAdd CyDesk to your solution and report on logged in/out presence and advanced performance analysis
- Call Queue ReportsAnalyses call handling metrics, showing wait times, call volumes, and agent performance.
- Dashboard (User level historic data)Provides a detailed view of individual user activity over time, helping track performance trends and identify usage patterns.
- Dashboard (Call Queue Real-Time Information)[2]Offers up-to-the-minute insights into call volumes, wait times, and agent statuses to help manage call flow and optimise response times.
- Reports SchedulerAutomates the generation and delivery of reports at specified times, with options to customise the timing and selection of reports.
- Custom Report GeneratorAllows users to create tailored reports by selecting specific data points and metrics.
- Alerts by Teams Adaptive Cards into ChannelsDelivers real-time notifications directly into Microsoft Teams channels, using interactive cards for clear, actionable updates that can be customised based on the thresholds set.
- Embed reports & dashboards into Teams customisable tabsAllows to embed a report or dashboard into any chat or channel in Teams by clicking the + button and adding it as a customisable tab.
- SMS services — Dashboard and threshold alerts[4]Sends critical updates and performance notifications based on the thresholds set directly to mobile phones via SMS.
- Desktop Unified Communications
- PC-based Call Control[3]Make calls, answer, transfer, hold, and more with software assisted functionality
- Presence & Break ManagementGreat for remote working but even when in the office, show other users you are logged in and whether you are busy on a call, on a break or priority work, link CyDesk presence to your calendar for automatic presence updates based on your meetings
- Click to dialIntegrate your CRM, Outlook or even inhouse developed application to enable click to dial
- Screen PopIntegrate your CRM, Outlook or even inhouse developed application to enable the contact details of your caller to be included in CyDesk and optionally screen pop of the contact record for your agent
- Completion Code call taggingAvailable as an option so that the agent categorises each call from a list so that you can deliver advanced reporting on the nature and/or outcome of the calls being received to your business
- Account Codes call taggingAvailable as an option so that the agent links each call to an account code so that you can deliver advanced reporting for example maybe on calls taken on behalf of a client, for billing purposes or other
- Unified Messaging & Call History viewCyDesks new CySocial messsage feed delivers all the communication media types into the one agent history view, see calls, voice recordings, SMS, WhatsAPP, web chat, IM, web callback and more and click to review the conversation
- Team FavouritesLets you mark key people from Teams as favourites for quicker access and easier communication.
- PC Busy Lamp DisplayShows the logged in, busy, free or presence status of those in your organisation using CyDesk, for standard extensions shows busy/free
- Agent to Agent Instant MessagingCyDesk enables you to Instant Message between agents, this is stored in the CyDesk history and logged in CyReport for recall as needed
- Hot DeskingCyDesk agents can select their profile but log in via any extension or endpoint for full hot desking
- Home/Remote WorkersCyDesk works as a web browser and supports https for secure connection - work from home, a café or in the office
- Same Sign-onCyDesk support same sign on and can log you in using your Windows credentials
- Multi-Factor AuthorisationCyDesk support same sign on and can log you in using your Windows credentials
- Outlook contacts integrationConnect CyDesk to Outlook for click to dial and screen pop of your contact records
- Outlook Calendar integrationConnect CyDesk to your Office 365 or compatible Exchange server to have CyDesk presence updated automatically by your Calendar using rules and guidelines configured by you
- SMS services — Agent to Customer[4]Add CySMS plans for your CyDesk and send and receive SMS messages directly within CyDesk, use the CRM integration to send to contact mobile details directly from CyDesk without needing to open the CRM record. Replies from the contact are sent back to the agent and all conversations are stored in CyReport and available from the CyDesk history feed
- CRM Integration[5]CRM Integration - Dynamics CRM, Salesforce, Autotask PSA, GoldMine, Xplan, Maximizer, Netsuite, Outlook, pipedrive, saleslogix, simpro, vertafore and more (check latest integrations on the Cytrack web site)
- Cytrack API for custom 3rd party servicesOur powerful API allows 3rd parties to integrate CyDesk services to their CRM or application. Check out our integration pages for the sort of solutions you can create
- Compliance, Voice & Interaction Recording
- Voice Recording[6][14]Essential for any organisation of any size, call recording provides undisputed facts about telephone calls resulting in more rapid dispute resolution, meet PCI requirements and quality review staff
- Voice Recording integrated to call reportingThe most powerful and flexible way to find recordings ever, you can run any of our itemised reports and click and listen to the recording direct from the report, create useful business processes using this feature
- Voice Recording manual pause for PCIYou can use the phone handset and enter in digits to pause and resume or better still add CyDesk and pause and resume from the easy to use PC controls in CyDesk
- Voice Recording auto-pause for PCI[7]This is our optional auto-pause service that can detect when you change from one application to another on your PC and determine if the call recording should be paused and resumed
- Compliance/Audit Reports for PCI[7]We provide a log of who access the voice recordings via the CyReport user security, you can run reports to show access dates and times for auditing
- AI Voice Analytics[4]Analyses voice interactions, providing insights into speech patterns, emotional tone, and call quality for customer and performance insights.
- Call Transcription with AI Meeting Summary, Sentiment Analysis[4]Accurate transcriptions, concise meeting summaries, and insights into speaker sentiments for better understanding and follow-up.
- Interaction (Screen) Recording[14]Record Agents' desktop screen with Cytrack Interaction Recorder for quality management and auditing purposes.
- Customer Satisfaction Reporting[4]CySurvey allows you to design and create your own surveys. With CySurvey you measure your customer's satisfaction with your business and gain the 'voice of the customer'
- Agent Rating & Quality Assurance - supervisor rated[10]CyCoach leverages voice recording to deliver a sophisticated agent evaluation, feedback and training management solution
- AI Agent Rating & Quality Assurance - auto rating[10]CyCoach leverages voice recording to deliver an automated agent evaluation, feedback and training management solution
- Contact Centre Features
- Administration / Supervisor License - 3 standardThe Call Centre & Reporting administrational and supervisor user interface
- Dashboard License - unlimitedOur web based dashboard provides a range of real-time Contact Centre & Business Intelligence statistics such as number of callers in queue, time in queue, abandoned rates and more, design your own or use one of our templates
- Contact Centre & Business Intelligence ReportingOur unique business intelligence reporting system provides all your telephony reporting, call centre reporting, voice analytics, voice recording and other modules performance reporting analytics, all in one centralised reporting solution. Over 130 powerful reports in modern web graphical presentation and a powerful report generator enabling you to create your own reports and views
- Outbound Call Centre (Preview/Progressive)Enhances efficiency by allowing agents to preview contact information before calls or automatically progress through a list of contacts, streamlining outbound calling processes.
- Outbound Call Centre (Predictive/Premptive)Uses advanced algorithms to predict and automatically dial the next best contacts, reducing agent idle time.
- Outbound Campaign ManagerOur Campaign Manager enables you to import the target list for your campaign either via your CRM integration or CSV file, manage the agents who will receive the calls and then view progress and results. Multiple campaigns can be initiated and run at once
- Multi-Time zone schedulingThis allows campaigns to be commenced and ended to match your target timezones so you aren't ringing them at the wrong time of day
- DNC managementDo not Call management is included in CyCall allowing you to clean lists and then mark expiry dates so that the campaign cannot be run beyond those dates
- Number quarantine managerManage numbers that must be quarantined and not called on a manual or auto basis
- Inbound Contact CentreThe ultimate omnichannel contact centre module that provides a powerful range of modular features and services. Unlimited queues, teams and auto attendants
- Queue Priority ManagementEnsures that calls are routed based on urgency and importance, optimising response times and improving service efficiency.
- Call-back in QueueAllows callers to request a return call instead of waiting on hold, reducing wait times and improving customer satisfaction.
- Skills Based RoutingSkills based routing enables you to quick select which agents are qualified for taking calls for specific skills and also to ensure the calls always go to the agent with the highest skill before widening the net
- CRM Lookup RoutingLooks up specific fields in your CRM and then routes the caller into designated queues and teams - send your important callers to the Gold queue ! Send those who havent paid to Accounts !
- Intelligent Overflow & EscalationPowerful options so you can re-direct callers when certain conditons are met such as time in queue, agent availability, time of day and more - route to callback-inqueue, other teams, voice mail, off premise and more
- Intelligent Call RoutingBeyond ACD with intelligent call routing where omnichannel messages of all modalities can be routed via a powerful range of call distribution modes and business process rules also considering agent presence and availability, skills routing and CRM lookup and overflow rules
- Omnichannel Features
- Web Chat ServicesOur inbuilt web chat omnichannel service
- Omnichannel - SMS inbound routing[4]Add SMS as an option for your customers to contact your team, route SMS messages inbound to the right people- combine with AI for advanced services
- Omnichannel - WhatsApp integration[4][12]Add WhatsApp as an option for your customers to contact your team, route messages inbound to the right people- combine with AI for advanced services
- Omnichannel - email queue servicesPick up emails to designated email inboxes and automatically route the emails to the right people. Determine how long your team take to respond to emails and ensure the work is spread to the whole team and not dependant on one person checking the email inbox
- Omnichannel - web call-back servicesProvide a callme button on your web page and allow callers to enter their details and be put into the queue just as if they had called in, then when the agent gets the call they can see the web page that was viewed and have the caller auto-dialled
- Omnichannel - Business Process/Task Integration[13]Our BP integration tool can take any programmable workflow and route and deliver it to your agent team, this tool is for sophisticated inhouse developed processes and applications that you wish to be managed within our deep and complete business processing rules and flows
- AI Features
- AI Attendant & AI Agent AssistHandles routine inquiries and support agents with real-time information and suggestions, enhancing efficiency and customer service.
- AI Web Chat Bot & AI Agent AssistManages web-based interactions, answering client questions by accessing information from the website and training materials, while also providing real-time support to agents.
- AI Voice Analytics[4]Analyse voice interactions, providing insights into speech patterns, emotional tone, and call quality for enhanced customer and performance insights.
- Call Transcriptions with AI meeting summary, Sentiment Analysis[4]Accurate transcriptions, concise meeting summaries, and insights into speaker sentiments for better understanding and follow-up.
- AI Agent Rating & Quality Assurance - auto rating[4]Automatically evaluate and rate agent performance after a call, ensuring consistent quality and identifying areas for improvement.
- Advanced Features
- Agent Script Service[13]Build scripts to be popped to your agents, whether inbound or outbound, with option trees and suggested dialogues to guide the agents
- Workforce Management[13]Match staffing levels to workload with forecasts, intelligent real time monitoring and reporting
- Intelligent IVR & Self Service[13]The Cytrack integrated true IVR, it's a rapid development tool that allows the creation of any work-flow or self service delivery, including requirements such as pin code entry membership lines, payment on line and more.
- Voice Cognitive Services - Speech Recognition[4][13]Convert audio to text, perform speech translation and text-to-speech with Cytrack Speech Cognitive Services
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Call Plans for
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CyReport for
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AI Contact Centre for
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Notes
- [*]Requires CyDesk
- [1]Prices exclude applicable taxes
- [2]Real-time updates are dependant on data delivery output from Microsoft Teams API
- [3]Features according to Microsoft API functionality
- [4]Subject to extra usage-based charges
- [5]Please check for integrations available
- [6]Need to specify number of Teams Users
- [7]According to application compatibility
- [8]Requires voice recording
- [9]Requires CyDesk and CyReport
- [10]Requires CyDesk, CyReport and CyRecord
- [11]Requires CyReport
- [12]Additional fees apply
- [13]Subject to configuration fees
- [14]Storage costs apply
- [15]When integrated into Teams environment