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CyTrack Unified Communications Suite


What is Unified Communications?
It’s a good question. Unified communications is the process of managing disparate communication methods into the one centrally managed solution.

Why is this important? Well, within a typical customer service scenario, your company could be receiving information in a range of different ways. To better serve your customers, it’s important to offer them choice in the way they communicate with you... Some people prefer to call, some would prefer to email, text or fax, and as broadband continues to grow, instant messaging, VOIP, video and web conferencing will become the norm.

But that presents some challenges:
How do you receive, log and handle such a varied range of communications coming in & out of your organisation? Well, CyTrack Technologies has worked hard to create powerful integrated solutions to help you manage this rapidly changing communications world.

As technology and communications methods evolve, you’ll be keeping ahead in this competitive landscape, and your communications strategy will be the key to keeping your customers happy, keeping them coming back, and differentiating you as the supplier of choice.

The CyTrack suite evolves with your business, make sure you review our Unified Contact Centre suite and our Business Intelligence solutions that can be modularised into our Unified Communications applications as your business grows.


Key Benefits : 
  • Unify all your business communications on the PC desktop with CyDesk
  • Make managing your telephone easier with drag and drop and transfer and conference with a mouse click.
  • Integrate to your CRM or customer database – click to dial and get a screen pop on incoming so you know who is calling you before you even answer the phone
  • Log information to your customer database or CRM see when you last called your customers and how long your team spoke with them
  • Introduce ‘Presence’ to your organisation – not limited to traditional busy or free lamps, Presence provides insight to your teams availability whether they are on lunch, coffee, training, meetings or whatever you define. See how long members have been away or how long until they return.
  • Integrate Microsoft Exchange Outlook calendar information to your team, right click on users to see their meetings and when they are going to be available.
  • Optionally have CyLive answer your calls when you are away and announce why you are not available, such as in a meeting or away or out of the office and provide options to transfer to destinations of your choice or leave a voice message
  • Callware Unified Messaging – handle all your voice and fax mail in your email in-box! Manage your voice mail from your PC or via a web browser. More powerful than traditional voice mail systems Unified Messaging enables you to manage your voice mail rather than it manage you.
  • Boost your operator front desk services with CyConsole and provide on screen drag and drop call management, assisted call handling, message taking and scripts on how to answer calls and much more.
  • Call history on callers – who was it I last spoke to? – who was it that just called me ? respond with the search key to show all call history in your organisation for any caller.
  • Integrate SMS with your PC desktop via CyDesk with CySMS. Send and receive SMS (according to individual country functionalities) from your desktop, right click to communicate with your CyDesk team members. CySMS also integrates with CyQ and CyCall for contact centre functions.
  • Instant Messaging integration to Office Communicator and/or Windows Live
  • Workflow adherence and business process automation

Main Features : 

  • Compatible with most telephony platforms
  • Compatible with most CRM & customer databases
  • Your telephony controls from your PC
  • Click to dial from database & CRM or from anywhere in Windows
  • Screen pop details of callers
  • Log call information and duration to your database or CRM
  • Presence Management
  • Alert Me - set Alert Me tags to your colleagues and be alerted when they become free or off a break
  • Office Communicator and/or Windows Live Instant Message Integration
  • Powerful Operator Front Desk
  • Directory & Message management module
  • Outlook Calendar integration
  • Voice Calendar
  • Optional voice recording
  • Voice &Fax Unified Messaging
  • Text to Speech

Compatible CRM solutions

  • Microsoft Dynamics CRM 3.0 & 4.0
  • GoldMine
  • ACT!
  • SalesLogix
  • Maximizer
  • Salesforce
  • Outlook
  • Access
  • Many more specialised vertical applications available
  • Custom Integration available via CyDesk™ Integration Gateway

Links to CyTrack Unified Contact Centre Suite Modules  :
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