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CyRecord— Voice Recording

Get your Facts Right !

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

  • Meet legislation and business requirements
  • Improve staff capability through performance review
  • Improve service delivery through accurate recording of the facts
  • Solutions for BRI, PRI, SIP & Analogue Trunk connections
  • Integrate your Voice Recording to your CRM and Databases
  • Uniquely search and playback from our CyReport Business Intelligence web client
  • Files Encrypted as standard with audit reports for compliance requirements for security

    PCI DSS Compliance for Voice Recording

    Fraud is on the increase and businesses need to ensure that they are carrying out the necessary safeguards to protect the consumer. Businesses handling payment transactions over the telephone are now under considerable pressure to ensure that their call recording system is PCI Compliant.

    PCI DSS (Payment Card Industry Data Security Standard) is rapidly becoming the international standard for credit card safety. PCI DSS is a multi-faceted security standard that includes requirements for security management, policies, procedures, network architecture, software design and other critical protective measures. The comprehensive standard is intended to help businesses to proactively protect customer account data.

    CyTrack CyRecord can help your business to meet PCI DSS Compliance with its award winning Sense recording platform – click here to find out more

    Deliver Voice Recordings with your Data Reports !

    For unique and centralised Business Intelligence—integrate voice recording and playback into one solution with our CyReport application. Voice recordings are linked to the data reports and you can simply click within the report to play back

    Powerful Features & Benefits

    (following features available when integrated with CyDesk™ only)

    • Record on Demand
    • Conditional Recording
    • Link recording file to date, time, agent name, call completion codes and customer name
    • Auto-link to CRM or Outlook customer record
    • Allow/Disallow user playback and email of recordings
    Functionality

    Access our Documentation and Forums here



    On Demand

    CyRecord™ allows you to record conversations on the telephone at the click of an icon in CyDesk™ and then if you choose have the recorded conversation stored under the Outlook® or CRM contact record. Replay messages by clicking on the CyRecord™ Message and played back via your PC Multi-Media Speakers. Messages can be easily emailed and forwarded.

    Record All

    CyRecord™ optionally allows the administrator to set CyRecord settings for assigned users to record every voice conversation and store the files to a central location for review and/or archive as applicable - the recording can also be available to be stored under the Outlook® or CRM contact record as standard. Replay messages by clicking on the CyRecord™ Message and played back via your PC Multi-Media Speakers. Messages can be easily emailed and forwarded.  Optionally the Record playback tab on CyDesk™ can be restricted from the agent so that recording playbacks are only available by the administrator.

    Random Record

    CyRecord™ optionally allows the administrator to set CyRecord™ settings for assigned users to randomly record voice conversations and store the files to a central location for review and/or archive as applicable.  As with record all calls, the Record playback tab on CyDesk™ can be restricted from the agent so that recording playbacks are only available by the administrator.

    Conditional Record

    CyRecord™ optionally allows the administrator to set call completion categories to be presented to the agent which then can control whether CyRecord™ is activated and also whereby the recording filename can be appended with codes configured into the call completion activity.


    Integrated with your Technology
    CyTrack offers freedom of choice by integrating with most leading voice platforms including Avaya, Panasonic and many more together with most CRM Solutions on the market.

    Software Integration Kits
    Ask us for more details on our Software Integration Kits & API’s, you can embed our controls into your own app and talk directly to our reporting engine and dashboards

    Business Process Automation
    Powerful rules and workflows together with the CyTrack Software Integration & API Kits enable tight integration to your business processes and technologies

    CyTrack Contact Centre Solutions
    Powerful & affordable Inbound Contact Centre technology with Multi-Channel and Social Media add-on Modules that can be designed for any sized business

    Business Intelligence Reporting
    Smart Dashboards, Web browser Reporting, automated emailing of reports. Powerful filters and over 150 reports covering traffic analysis, grade of service, agents performance and more

    Unified Communications
    Our desktop Unified Communications application for your team, which enables click to dial, screen pops, integration to your CRM or database, presence and communications management

    Customer Service Survey Tool
    The CySurvey customer service tool to pursue the Net Promoter Score (NPS) methodologies and translate your customer experience into profitable growth.
    CyTrack Technology Connections
    We’ve got the connections, our solution suite integrates and supports a wide range of important technology protocols and interfaces
    Cloud Agnostic
    Everyone is talking about the Cloud, but what suits you ? We are Cloud Agnostic and support local, hybrid or Cloud, click here for more
       

    Agent Evaluation & Training
    CyCoach is a powerful web based tool that leverages voice recording to deliver a sophisticated agent evaluation, feedback and training management process.
       













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