Customer Experience Contact Centre Pricing
CyCX for Microsoft Teams
CyCX — AI-Powered
Customer Experience Contact Centre
Please contact our sales team for pricing
GST/Tax applied 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
POA
- 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]
- 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
Microsoft Teams - Optional
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CyReport for
Microsoft Teams 
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CyRecord for
Microsoft Teams - Optional
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CyDesk for
Microsoft Teams - Optional
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AI Contact Centre for
Microsoft Teams - Optional
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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
- [16]Includes starter pack of AI tokens, additional use is chargeable, customer can also bring your own AI services.
We understand that every business has unique requirements, so we can also tailor a plan to meet your specific needs.
Prices are based on a 24-month agreement, paid monthly. Discounts available for annual payment agreements.