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The CyTrack Unified Communications Suite

Overview

Never before has it been more important for business to live by the laws of efficiency, speed, and great customer service. Creating exceptional value with highest efficiency is the name of the game. It’s important for businesses to be monitoring costs and achieving savings, retaining existing customers and generating new, ensuring the business is in its best state to face potential tough times – yet being ready with the means and resources to swiftly take advantage of the inevitable recovery of economies.

 

We know that the greatest area of unveiling these cost recoveries, hidden efficiencies and business improvements are found within the communication touch points of the business.

So, given these needs, CyTrack has responded by developing a cache of modular applications to help our clients navigate this minefield of customer service and staff management challenges. We understand that one size does not fit all, so these apps have been built as independent or combined solutions, allowing clients to pick and choose the components that work for them. 

CyTrack UC Suite Modules

CyTrack Products Brochure - Concertina Style.PDF


CyDesk™ - Telephony Unified Communications

CyTrack CyDesk™ is a Telephony Unified Communications Product that acts as your personal desktop link from your PC to your telephone, providing a wide range of features and functions. CyDesk™ can be used stand alone or integrated to Outlook or your Customer Relationship Management System (CRM) or Database, Access and many other Windows Based Applications - or just highlight any number in Windows and Right-Click to Dial. All standard telephone controls such as answer, hold, re-dial, conference and transfer are now easier and in fact better supported now it can be done from your PC. CyDesk™ becomes your desktop control centre when you become part of a CyQ™ or CyCall™ Call Centre Environment.

CyConsole™ – Intelligent Unified Communications for Front Desk Operators

CyTrack CyConsole™ is an intelligent PC based Telephone Operator Console. CyConsole™ provides computer assisted functions to enable superior operator service for any busy front desk environment - especially suited to Serviced Offices, Hospitality, Bureau Services and Corporate Use. Features include Screen Pop of Caller ID and/or the name of the number called, Prompts and Scripts for Customised and Specific Call Answer Requirements per business line or number or service or client, Simple Click and Transfer, Integrated Directory of Users and Departments and optional Integrated Messaging options.

CyReport™ - Call Accounting & Business Intelligence Reporting

CyTrack CyReport™ is a Telephony Call Data Logging and Reporting system providing a range of Telephone Call Accounting, Reporting, Billing and Call Analysis features. Key features of CyReport include over 100 reports, Directory Management and powerful costs Tariff Configuration. CyReport™ can be purchased stand-alone as a powerful low cost telephone information management and accounting system - and also can be integrated with other CyTrack products such as CyDesk™, CyQ™ and CyCall™ as a central reporting management information system.

CyRecord™ - Integrated & Flexible Voice Recording

CyTrack® CyRecord™ is a powerful and flexible Voice Recording Solution with optional integration to desktop applications such as Outlook or your Customer Relationship Management System (CRM) or Database, Access and many other Windows Based Applications.  Features include Record on Demand, Random or Full Time recording or Record by agent entered call category.  Recording options include desktop USB, Extension or Trunk side architecture.  CyRecord includes optional business process rules and categorisation of recordings by completion code. 

CyQ™ - Multi-Media Super Highway Inbound Call Centre

CyTrack® CyQ™ is an Inbound Call and Queue Management system designed to offer very powerful features and simple administration. CyQ™ offers powerful Skills Based Routing and Automatic Call Distribution with variable Announcement Management options and Multi-Media Call Management including Call-Back in queue, Web Call-back and email, fax and voice message queuing that provide your business with state-of-the-art Call Centre Technology. CyTrack CyDesk™ agents log in and out of CyQ™ and all the data from queues, traffic and agents is logged and reported on by CyReport™ providing a powerful and integrated solution that can grow with you. To add additional agents you only need to purchase CyDesk™ agent licenses - and if you have staff using CyDesk™ already they can be easily administered into the Call Centre or Call Group.

CyCall™ – Multi-Media Outbound & Tele-Marketing Call Centre

CyTrack® CyCall™ Tele-Marketing & Outbound Call Management Module provides management and productivity enhancements to outbound call requirements.  Whether you have a part-time Tele-Marketing requirement or you are a full time Outbound Call Centre, CyCall™ has a range of modules and upgrade options to suit your requirements and budgets.  CyCall™ supports Preview, Progressive and Pre-Emptive Call modes together with our Web Callback module.  CyTrack® CyDesk™ agents log in and out of CyCall™ and all the data from queues, traffic and agents is logged and reported on by CyReport™ providing a powerful and integrated solution that can grow with you.  To add additional agents you only need to purchase CyDesk™ agent licenses - and if you have staff using CyDesk™ already they can be easily administered into the Call Centre or Call Group. 

CyLive™ – Intelligent Interactive Voice Response (IVR)

CyTrack® CyLive™ Intelligent Voice Response (IVR) Management Module provides management and productivity enhancements to inbound call requirements and service response business requirements.   Caller responses can be output to email addresses and/or PC screen etc.  CyLive™ provides automated answer and option response IVR with integration to databases for information process.  Examples include service bookings, account interrogation, remote authorisation and more.

CySMS™ – Integrated SMS Message Service

CyTrack® CySMS™  SMS anyway – anyhow, with CyTrack CySMS.  All our modules include SMS functionalities, whether for customer services such as SMS Call-Me, Tele-Marketing SMS bulk-out or SMS system alerts for administrators or SMS to and from your desk to clients, partners and team members.

CyChat™ – Instant Messaging Web Chat Server

CyTrack® CyChat™ The CyTrack Web-Chat Instant Messaging module !  Offer your customers and partners an easy way to get instant access to your team via Web-Chat Instant Messaging.  CyChat can be sold stand-alone and integrate with your customer database or CRM for enhancing Web Chat into your customer service mix, and/or integrated with our CyQ for agent Multi-Media Call Centre functionality.  CyChat can direct the web chat request to Microsoft Office Communicator users or our own CyChat desktop client.

 


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