CyRecord™ is a powerful and flexible Call Recording Solution for ISDN, Analogue and IP lines and extensions.

Essential for any organisation of any size, call recording provides undisputed facts about telephone calls resulting in more rapid dispute resolution, improved customer service through listening and training and compliance with the requirements of regulatory bodies and your outsourced clients.

Business Benefits

  • Ensure compliance with regulatory bodies
  • Prove adherence to the business requirements of your clients
  • Improve staff capability through listening & performance review
  • Improve service delivery through accurate recording of the facts
  • Resolve ‘who said what’ disputes quickly and without concession
  • Pinpoint top performers skills to help less successful colleagues

Deliver Call Recordings With Your Data Reports!

For unique and centralised business intelligence, integrate call recording and playback into one solution with our CyReport or CyReport ACD application. Call recordings are linked to the data reports and you can simply click within the report on the extension or user and play back the call.


CyRecord V and O Series For VoiP and Traditional Voice Recording Platforms

We are pleased to release our latest platforms for Voice Recording. As VoIP becomes more prevalent CyTrack offers the CyRecord V Series SIP recording solution. This Software only solution allows you to install CyRecord on a virtual machine or on your preferred locally sourced hardware.

If you are using traditional trunk lines such as ISDN2, ISDN 30, analogue or a mixture of traditional lines your V Series SIP CyRecord will be the most economical solution if your business uses IP handsets that are on a compatible PBX with CyRecord V Series, as this then captures both trunk and extension activity.

If you are not using IP handsets on a compatible PBX and are using traditional trunk lines, then our CyRecord O Series supports ISDN2, ISDN 30 and analogue connections.

Powerful Features & Benefits

The following features are available when integrated with CyDesk™

  • 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

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.

CyRecord Features

  • Compatible with all leading PBX brands
  • SIP (Session Internet Protocol) trunks and extensions
  • ISDN 2 (Basic Rate) ISDN 30 (Primary Rate) & Analogue
  • Search & playback via CyReport web client
  • Files compressed and encrypted as standard
  • Audit reports for compliance requirements & security
  • Calls can be saved and exported or e mailed as an MP3 file

Upgrade Options

Enhance the power of Call Recording with CyDesk™, our desktop UC (Unified Communications) solution. CyDesk integrates with desktop applications including Outlook, your Customer Relationship Management system (CRM), Database, Microsoft Access and many other applications.

CyDesk enables the user to quickly access recordings and previous customer interactions through a screen pop of your customer CRM record, saving time and improving the customer experience.

CyDesk also controls ‘Record On Demand’, ‘Random Recording’ or ‘Record By Agent Entered Call’ category, and will categorise recordings by completion code.

Comply With PCI DSS For Credit Card Security With CyDesk™

Credit card payment over the phone

For the requirements of PCI DSS (Payment Card Industry Data Security Standard) CyDesk also enables pause record when taking credit card payments details. This solution provides manual stop/start recording using DMTF (Direct Tone Multi Frequency), in other words the tones heard when dialling a call. This method includes a manual stop-and-start administered by the telephone agent by pressing a key or sequence of keys on a handset.

It has an override to restart recording just in case the agent forgets. CyTrack can also provide competent IT programmers with an API link in order that they may write their own code to pause recordings, for example via a CRM or database entry.

CyTrack Interaction Recorder Network Screen Recording Server

A customer’s experience with a call centre Agent is a reflection of what is occurring on the Agent’s desktop. Recording most or even all of your Agents’ desktops for quality management and auditing purposes is now possible with highly scalable, efficient and low cost screen recording available from CyTrack Interaction Recorder Network.

CyRecord Interaction Recorder Schematic

Recording your calls is only part of the story when striving for complete customer satisfaction. CyRecord optionally captures what happens on your employee’s PC screen, an ideal solution for training new starters on order input for example.

Empower Your Agent Training and Quality Assurance With CyCoach™

CyCoach leverages voice recording to deliver a sophisticated agent evaluation, feedback and training management process based on an unlimited number of questionnaires. The assessor can playback random calls for an individual agent and apply the questionnaire rating each question accordingly. The assessor can then reference to material in an E-Learning library against each individual question to assign additional learning material for the agent.

One of the best features of the CyTrack suite is the gateway that allowed us to build Kids Helpline specific reports giving instantaneous monitoring of the counselling centre as well as long term trends integrating phone data with counselling data in real-time.
Julius Bergh(IT Manager) / BoysTown Kids Helpline

Having used other contact centre systems we are relieved to have found CyTrack which has given us a hugely advanced and user friendly system at a very reasonable cost, which has met and at times exceeded our expectations. We can now segment multi channel TV advertisements running simultaneously to establish return on investment and also make use of call recording device extensively for training purposes.
Mahinda Herath (Chief Financial Officer) / ChildFund New Zealand

CyTrack helps our operators manage huge amount of calls a day and that has led to better productivity, quality customer service, satisfied customers and happier staff. I have been in IT industry for 10 years and I haven’t come across anything better than CyTrack.
Rocky Singh(IT Manager) / Bob & Pete’s 100% Yum

The flexibility and willingness of CyTrack to provide a business solution is why we have been a client for over 7 years. You cannot get that from other suppliers. Big companies are like aircraft carriers – massive and take forever to change course.
Julius Bergh(IT Manager) / BoysTown Kids Helpline