Link two important business tools - the PC and the telephone

Ultimately a lot of our business is done over the telephone - and it makes sense to automate a lot of those tasks and also make them easier. Staff efficiency is improved in many ways - even by as simply not having to enter every number to a telephone keypad for every call. Features such as automatically popping the details of the caller to the PC screen automatically provide many beneficial features.

CyDesk is not just another softphone

CyDesk is a product designed to enhance the telephone you have whether it is a desktop, IP or Soft phone. CyDesk integrates your telephone into your business systems, linking you to your office CRM, customer database or management system and provides presence management defining your status and availability to office colleagues and teams. CyDesk is your central communications tool, providing your speed dials, missed call, redial and received calls lists on the screen in front of you. CyDesk can record your conversations and it can log all your activity for performance and analysis

Service Efficiency

Create better service for customers by improving internal use of the telephone and contact management. Improve speed of call handling inbound and outbound and returning missed calls

Improve Staff Capability for better Service

Staff efficiency is improved in many ways - even by as simply not having to enter every number to a telephone keypad for every call. Complex service design processes such as customised answering for many different numbers, lines, divisions or clients can all be smoothly presented and handled.

Performance Monitoring

In today’s modern business environment, providing quality service is a key objective. CyDesk in conjunction with CyReport enables service performance adherence and process conformance, full reporting and review of calls made and received.

Low Cost

CyDesk is very low cost and also as you will see below can be upgraded with additional modules to provide voice recording, agent monitoring, right to a full inbound service call centre or outbound tele-marketing operation.

Add Telephony Integration to your Customer Contact or CRM Business Systems

CyDesk provides a wide range of enhancing functionality to your customer contact system. CyDesk click to dial increases efficiency and output of business calls, testing shows that based on a tele-sales person, around 40 hrs. per year per person can be saved in click to dial over manual dialling more than covering the price of the software. Even more increased savings are made with the screen pop of customer details being presented to the CyDesk user on each incoming call. Now the customer details are already present on the PC screen leaving CyDesk users free to concentrate on the call in hand.

Log History of calls made received and even missed to your CRM

One of the most important and significant features with CyDesk is to have all CyDesk users calls logged into the CRM under the contact history. Managers and other team members can review what contact has been made by telephone with the company customers and can review the date, time and duration of the call and of course whether it was a call out, or call received. In most CRM systems CyDesk can also generate an action to return a call if your customer called one of your team and they missed the call. All of these actions logged in your CRM under each pertinent contact provide a wealth of important reporting with which you can analyse performance and busy levels and most importantly be assured 100% of the verification of a call being made or received.

CyDesk is a complete business system that is modular CyDesk becomes the desktop agent module in any CyTrack® Business Communications or Call Centre System. Work alone or be a part of a CyQ or CyDesk team in an inbound queue and/or tele-marketing campaign. CyDesk provides your team system log-in, break-outs, completion codes, call wallboard and voice recording control centre when you are part of a CyTrack® Business Communications System. Remember, CyDesk also links your team into your company CRM for a complete integrated solution.

Workflow adherence, presence managementâ™ and communication

Communication with your team can be enhanced by use of CyDesk Break Management. Any number of break types can be entered to the system and a clear and bright icon chosen for various catagories as shown here. Select a break type to show colleagues and team members status. CyDesk Break Types and Agent Productivity reports can also be provided by CyReport our optional Call Reporting Package.

Click to Dial

Set up CyDesk with your customer database and simply click to dial your contacts - if you don’t get through the name of the person and their number is listed in the re-dial list for recall.

Dial from anywhere in Windows

Just right click on any number in your PC desktop - whether it be a email, web page or Word document - and then select ‘Yes’ to Dial.

Screen Pop on Incoming Call

Integrate CyDesk to your customer database and have the correct customer details automatically ‘popped’ to your screen when you are receiving incoming calls.

All Telephony controls from your desktop

Answer, Hold, Retrieve, Transfer, Conference, Speed Dial, Re-Dial and more all available from your PC screen - no more trying to remember complex keypad codes (note some telephone systems do not support all controls via their CTI interface)

Database and CRM Integration

CyDesk integrates to most popular CRM Solutions and Windows ODBC Databases such as Access and SQL to provide additional business and Call Centre applications. For more details or specific requirements please contact sales.

Microsoft Messenger (including MSN Messenger) Integration

View your Messenger Contacts Status in CyDesk in the one view with CyDesk Status. Right Click to send a instant message direct from CyDesk. Hover over the Messenger status in CyDesk to see your contacts status. CyDesk updates your Messenger Status to ‘on the phone’ in real time. Right Click to have CyDesk send a Instant Message to your Messenger contact with the Caller Details auto-entered for you.

Optional Voice Recording - On-Demand or Full Time

By adding CyRecord you can now record calls to a .wav file on your PC or a central store area - by agent, call type or other criteria. CyRecord can be set as On-Demand - and the CyDesk user selects the record feature, or Full Time where all calls are recorded.

Integrated Reporting and Billing with CyReport

CyDesk can log all activities of the Agents such as On Call, Idle, On Break including which calls answered, transferred and messages taken to CyReport providing service analysis and also specialised billing services. Click here to see CyReport for more details.

Call Centre Functionality Modules

CyDesk becomes the Agent PC Desktop interface when you add our CyQ Inbound Queuing Solutions or CyCall Outbound Telemarketing Systems to your business. This provides your business a smooth upgrade path and no need to learn new interfaces on your staff desktops. In fact with CyQ and CyDesk once you have purchased the modules CyDesk is all you need for user licensing - so if you already have all your staff on CyDesk - everyone is connected as part of your call centre and no additional seat licensing is required.

CRM CTI Integrations

• Microsoft Dynamics CRM
• GoldMine
• ACT!
• SalesLogix
• Maximizer
• Outlook
• Access
• Bespoke ODBC and XML integration wil minimal configuration
  

• Full screen/toolbar control
• Colour Customisation
• Caller ID/Name/CompanyCall
• Time Counter
• Last 50 number re-dial
• Personal and System Speed Dials with Extension Status Display
• Dial/Answer/Hold/Recall/Hang-Up/Conference
• 3rd Party Transfer
• Auto/Manual Screen Pop
• Call History Journal Options
• Missed Call Re-Dial Options (subject to integrated database)
• Agent Break Types
• Central Administration Group or Individual Settings
• Profiles on Features
• Administration Real Time Agent Review
• Optional Agent Call Time & Traffic Reporting (See CyReport)
• MSN Messenger Integration
• VMIB Integration (Control Message playback, forwards, greeting messages and more)
• Small Desktop footprint

All downlaods are in PDF format.

CyDesk Brochure

Full CyTrack Range

Service/Performance Monitoring

In today’s fast moving service business environment, providing quality service and managing resources efficiently are key objectives. CyReport can help you evaluate whether you are meeting your service levels, such as do you have enough sales staff to take calls, are there adequate service staff, are telephones being answered in a timely manner - even worse are they being left to ring out?

Cost Control

For many companies, telephone calls are the highest expense after staff wages. But do you know where your money is going? CyReport will show you. You can find out which services your staff use the most frequently, what time of day the services are used, which department is using those services.

Billing and Divisional Cost Allocation

The CyReport charging modules allow for billing and cost allocation by extension or to division allocated by the Directory. Whether it be a corporate environment, hospitality or bureau service, CyReport provides powerful and flexible means of collecting costs and services provided into its database and provides billing and transaction reporting to logical or physical account codes or projects or divisions. As well as variable cost collection data, CyReport allows fixed costs such as rentals and service charges to be entered into the Directory for each business unit or user and allow integrated billing of fixed and variable charges.

Call Centre Management

Whether you manage inbound, outbound or both, managing resources and evaluating performance and costs is paramount. CyReport provides an advanced range of features to meet Call Centre needs. From reporting, to cost allocation and billing of services, to agent action and break reporting.

Reporting and Analysis

CyReport collects all its data to a powerful SQL database. Reports are generated by Crystal Reports and can be output to a range of formats, including Excel, PDF, Word and more. We provide a range of prepared reports, however if we do not provide the report format you require, we want to know and will provide reports customised to your specification.

Powerful Carrier Tariff Interface

We pride ourselves on providing one of the most powerful and also simplest carrier and tariff interfaces available. True cost reporting that can be updated by the user, without requiring expensive facilities management, support contracts and central provider update management. Telephone Data collection can be achieved via a serial or IP interface and over 350 telephone systems supported

Directory and Information Services

The CyReport powerful Drag and Drop Directory with powerful customisation and search facilities allows you to setup groups of users into divisions or teams for reporting purposes and also provides advanced facilities for any organisation to manage communications. Whether it be a corporate or hospitality or bureau environment. The CyReport Directory also offers powerful messaging features that can be integrated to the existing environments - such as e-mail, fax and also PC-mobile text messaging. Coming soon - 2004 Web Access to Directory for user and administration web updates.

Integration to other CyTrack Products

CyReport is the central reporting module for all CyTrack products - so as you add additional solutions - such as CyQ or CyCall all reporting is done from the one central interface and database and also the amount of information you collect from each call and each internal agent grows allowing more and more additional reporting, services billing and performance monitoring.

Integrated Computer Telephony

Leveraging the powerful facilities provided by the Directory and Information Services and integrating with CyTrack® CyDesk and CyConsole Operator Console for Corporate, Hospitality and/or Bureau Service Centres, provide powerful and information-sensitive operator consoles integrated to the telephone system. Features such as Hold, Transfer, Conference and dial out together with the Messaging Module and customer and client context information provided by the Directory, allows intelligent telephony control.

ACD MIS and Management Interface (LG-Nortel ipLDK / NEXER series only )

CyTrack ACD Manager integrates with the PAB™s integral ACD, providing Real Time Statistics on all Queue Groups. Data is recorded via the powerful CyReport SQL based logging and reporting engine, and the Manager has access to a Wide range of Telephone Call Accounting and ACD Reports. Additional functionality and reporting is available by adding the CyDesk CTI Desktop to the Agents PC. CyPhone can be used to Log In/Out of ACD Groups, and the CyPhone Break™ function can be used to Log In/Out of ACD Groups at a mouse click , the data used for Break Reporting, and agent specific Agent Real Time Activity Reporting.

• Powerful SQL Database
• Reporting of Telephone & Call Centre data in one module
• Simple to operate
• over 150 reports
• Flexible and Customisable Crystal Reports - Report output to Print, CSV, PDF, Excel, E-Mail, Customisable Bill format Reports with optional Tax settings
• Multi-User and Multi-Site Options
• Powerful carrier tariff configurator and Costing
• Unlimited Directory Hierarchy featuring Drag and Drop interface
• Operator Directory Fast Search Console
• Serviced Office & Hospitality specialised modules
• Multi-User & Multi-Site options
• Serial and IP logging

All downlaods are in PDF format.

CyReport ACD Brochure

Full CyTrack Range

The Possibilities are endless

Give your customers options and/or automate your ability to service them best - how they want. CyQ allows for a range of routing possibilities and direction options that allows your customers to choose how they want to contact you rather than just leaving them in queues - provide options to other divisions, voice mail, transfer overflows to other offices, employ skill-based routing to the best trained team members, or even let them hang up but keep their position in your queue and you call them back.

Professionally manage one of your most important business needs - your customers calling you

Whether you are a formal call centre managing inbound calls or an informal call group that collectively provides a specific service or business function, CyQ can help manage inbound call routing and call queue requirements.

Ensure Calls are always directed to the best person for the job

Direct your callers to the right agent by utilising skills based routing features in CyQ, Skills Based Routing features also make administration a simpler task when moving agents between queues or training new staff - only those agents that have the right skills and the minimum skill rating can be selected to a queue.

Ensure your staff have the right information for the right type of call

Agents using CyDesk can be integrated to your business systems and databases - so that the right information and optional scripts and prompts are presented to the agent depending on the type of call or customer that is calling in.

Give your customers options and service them best

CyQ allows for a very varied range of overflow options that allows you to design options for callers rather than just leaving them in queues - provide options to other divisions, voice mail, transfer overflows to other offices or leave details for you to call them back.

Performance & Results

Our Powerful Reporting Suite, CyReport is integrated with CyQ and powerful reports can be obtained of your inbound customer service channels and individual and team performance. Review resources you have to see that business targets are being achieved. By a well designed routing and agent plan you can analyse important information on your business. Ensure Auditing and compliance guidelines are being met with complete history of all calls and activities. Click here for more information on CyReport .

Low Cost

CyQ offers a range of pricing options to suit our customer’s budgets.

Queue Real-Time Management

The CyQ Manager Screen provides you information on what is happening in your queue groups and customer service channels. Volume, average wait times, abandoned call rates, agent statistics and your set alarm thresholds are all delivered to your in Real-Time. Add agents to queues by simple drag and drop. If you have CyQ integrated with your customer database you can see who is in a queue and you can even move callers from one queue to another or direct to an agent by drag and drop.

Agent Real-Time Management

The CyQ Manager Screen provides an advanced real time screen of all queue and agent activity. The Manager can force agents on and off breaks centrally - as well as changing agents between queues and all administration of the system centrally. A range of Real-Time graphs are available to review agent and queue performance statistics.

Queue Management and Announcement Control

When no agents are available CyQ will take the call and provide the caller with specific announcements per queue group that you have recorded. Options include queue position and average wait time messages and each queue can have a separate set of parameters and settings. You control the time between announcements and how long the message is.

Automatic Call Distribution

CyQ will always be looking for the agent who has least been on the telephone since the last call therefore evenly distributing the calls amongst your staff.

Skills Based Routing

Multi-level unlimited skills sets can be created and a rating system for each skill applied. Agents are then allocated the applicable skills to their role and then rated on scales you determine. Queues can then be administered to route callers to those agents that have the right and minimum skills levels. Agents with lower skill levels will not get a call unless the higher rated agents become busy.

Break Management and Workflow Adherence

You can create an unlimited number of break types in CyQ. Agents select a break type to temporarily stop calls coming to their desktop and also show their status to the administrator and all other agents. A range of reports allows the call centre manager to analyse the amount of breaks and types taken. Certain automatic features are available as well - if an agent leaves their desk without going on a break - CyQ will take the call back to the queue and automatically put that agent on a special reportable break type.

Real-Time Queue and Agent Reporting Statistics

Simply right click on any queue or agent to review instant real-time and historic statistics on performance and system activities

In queue options for callers

CyQ allows for an unlimited number of options that can be provided to callers to exit to voice mail or select to go to another queue group. Each announcement can have its own range of options.

Completion Codes

Codes can be entered and enforced to the agent after every call is completed for entry. These completion codes can then allow a detailed analysis of call traffic and results.

Queue Scheduling

Calls can be setup and allocated start and end times on a 7 day per week basis for automatically changing queue patterns and routes and agents.

Queue Priority Management and Balancing

Allocate priority placements to queues with the CyQ Priority Rating System and also provide options to count up the importance rating of a queued caller differently by queue. eg Help Desk Calls rated at Priority 5 to be scored up one point every 1 minute.

Call Blending

Integrate CyQ with CyCall , our Telemarketing Manager module and manage agents in both inbound and outbound workflows. Use the CYQ Rating system to prioritise and assign importance between inbound and outbound calls.

Agent Wallboard

Each agent has available an onscreen wallboard showing how many other agents are available and ready in the queue, number of callers in the queue with maximum and average waiting times.

Advanced Overflow Control

A range of very flexible overflow controls are available in a simple interface - based on agent availability, agent to call ratio, number of callers in queue and/or time in queue, the caller can be routed to another queue, other number or office, device or person.

System Features

• Real-Time Administration Interface
• Range of Queue Management Distribution Modes
• Skills-Based Routing
• Configurable Announcement Manager
• Auto-Attendant
• Queue Priority and Overflow Management
• Drag and Drop Agents and Callers
• Configurable Threshold alarms
• Database/CRM Integration
• Optional Voice Recording
• Integrated Reporting - over 150 Reports
• Configurable Completion & Wrap Up Codes
• Optional Call-Back in Queue Module
• Configurable Agent break-out codes

Agent features

• Agent Log-In/Out On-screen
• On-Screen Wallboard
• Run from toolbar or full screen
• Integration with customer database or CRM
• Customer Screen Pop Details
• Queue Name Shown on Agent Screen
• Agent Call Wrap Up Codes
• Agent Break Codes
• Auto Agent Absent Redirect
• Log Agents into new Queues - reassign while live

All downlaods are in PDF format.

CyQ Brochure

Full CyTrack Range

Boost Productivity and Efficiency

Calling large numbers of potential prospects or carrying out large surveys requires a professional and well planned approach to make the task a success. CyCall matches a wide range of customer requirements for outbound Tele-Marketing small or large and provides you with the tools to ensure productivity is at its highest and the process is efficient.

Ensure your staff have the right information for the right type of call

Agents using CyDesk our PC Desktop Telephony Control Client can be integrated to your business systems and databases - so that the right information and optional scripts and prompts are presented to the agent depending on the type of call or customer that you are calling.

Protect your customer database integrity

CyCall can be configured to ensure that an agent is always available to be there when CyCall reaches a live connection, don’t hang up on your customers or make them wait on the line and cause them to be irate with typical Predictive Dialers ! Furthermore CyCall ensures that your team do not call the customer repeatedly with the same message from multiple agents, or worse - call customers that have deemed they are not to be called. Many international government and industry guidelines now call for compliance to ‘do not call’ lists, it is the responsibility of call centres to meet these guidelines.

Performance & Results

Our Powerful Reporting Suite, CyReport is integrated with CyCall and powerful reports can be obtained of your campaigns and individual and team performance. Review resources you have to see that business targets are being achieved. Ensure Auditing and compliance guidelines are being met with complete history of all calls and activities. Click here for more information on CyReport.

Low Cost

CyCall offers a range of pricing options to suit our customer’s budgets.

Compliance with Do Not Call Register Act 2006 (Australia)

From 31 May 2007 Austrailian Government legislation will require telemarketers to not make calls to numbers listed on the ‘Do Not Call Register’ . Any business that calls a number on the register, or arranges for a call to be made to a number on the register, may be in breach of the legislation and could face penalties.

A telephone number is eligible to be entered on the Do Not Call Register if: (a) it is an Australian number; and (b) it is used or maintained exclusively or primarily for private or domestic purposes; and (c) it is not used or maintained exclusively for transmitting and/or receiving faxes.

Tele-Marketers will have to setup campaigns from ‘pre-washed’ lists that have been scanned and checked by authorised third parties. It is then most important that calls are only made from these lists and that tele-marketers are inhibited from calling from their desks to other numbers.

CyTrack CyCall assists tele-marketing organisations to ensure that these requirements are met. Campaigns can be setup using pre-washed lists and we can control blocking of calls to non-approved numbers by call centre agents.

• Campaign Management on approved lists only
• Internal Password level control to setup campaigns
• Restriction on campaigns to be locked after the 30 day list approval period
• Blocking of unauthorised access and onscreen notice to agent with log of attempted activity
• Complete reporting and auditing of campaigns and calls
  

We will continue to evaluate features and requirements to enhance CyCall to address the ‘evidential burden ‘ and ‘compliance’ with the act.

Agent Real-Time Management

The CyCall Manager Screen provides an advanced real time screen of all queue and agent activity. The Manager can force agents on and off breaks centrally - as well as changing agents between queues and all administration of the system centrally.

Campaign Real-Time Management

As well as changing agents between campaigns and all administration of the system centrally. Each Campaign also can show results for each call status and its results - with the manager able to select individual calls and re-route them or override completion codes and retry schedules. The CyCall Manager Screen provides an advanced real time screen of all Campaign and agent activity. The Manager can force agents on and off breaks centrally - as well as changing agents between campaigns and all administration of the system centrally. Each Campaign also can show results for each call status and its results - with the manager able to select individual calls and re-route them or override completion codes and retry schedules.

Preview Mode

In preview mode, the system will pop the next selected target details up allowing the agent to view pertinent details. CyCall then dials the number when the Agent clicks ‘ready’. When finished the agent can complete any wrap up details and then clicks ‘ready’ for the next target screen pop and ‘ready’ to dial the number, and the cycle is repeated. In this mode the Agent controls the pace of each next call.

Progressive Mode

In Progressive Mode the Call Centre Manager enters a wrap up time that allows the agent to complete details after the call and then the next target is popped to the agent and the number is dialled. When the call is completed the agent has the set time to complete details before the next target is popped and the number dialled. In this mode the administrator is enforcing a pace between each call.

Pre-Emptive Dialling

Many people think of a ‘predictive dialler’ when they ask for this type of functionality. A predictive dialler works by a call-pacing algorithm that places calls from a list that has been defined by one of several such algorithms, including prediction of agent availability, average call time in current campaign, or user defined overdialing level for a given day/time/zone. This type of system is dialling out to ensure a call is ready with a reached target as the agent becomes available. Typically systems without having at least 25 agents in a campaign can lead to unacceptable Call Delays for the customer and high Call Abandonment rates as the customer puts the telephone call down before reaching an agent. They are also very expensive and also lead to agent burnout very quickly.

The CyCall Pre-Emptive Dialling Module dials the selected numbers and determines whether they are a Positive Connection as in a live person or Unpositive as in whether answered by a answering machine, facsimile, or a modem. Positive Connections are immediately transferred to an agent. The management interface allows for configuration of ratios of agent to callout patterns and agent availability.

Database Integration

CyCall provides a range of methods to integrate with your existing customer databases CRM and/or lists and supports special integration to packages such as GoldMine® and Microsoft Access®.

Skills Based Routing

Multi-level unlimited skills sets can be created and a rating system for each skill applied. Agents can then easily be selected for campaigns based on their applicable skills to their role and then rated on scales you determine. Campaigns can then be administered to route Positive Connections to those agents that have the right and minimum skills levels. Agents with lower skill levels will not get a call unless the higher rated agents become busy.

Break Management and Workflow Adherence

You can create an unlimited number of break types in CyCall. Agents select a break type to temporarily stop calls coming to their desktop and also show their status to the Call Centre Manager and all other agents. A range of reports allows the Call Centre Manager to analyse the amount of breaks and types taken. Certain automatic features are available as well - if an agent leaves their desk without going on a break and a Positive Connection is routed to that agent - CyCall will take the call back and reallocate it to another agent and also automatically log out the absent agent with a special reportable break type.

Completion Codes

Codes can be entered and enforced to the agent after every call is completed for entry. Completion codes can be just a result or a required re-dial command - such as Called Number Busy, No Answer. Customer requested Callback etc. - These completion codes can then allow a detailed analysis of call results.

Campaign Scheduling

Campaigns can be setup and allocated start and end times on a 7 day per week basis for automatically changing schedules and plans and agents.

Advanced Retry Pattern Configuration

The Call Centre Manager can configure an unlimited number of completion codes that are either selected by an agent in progressive or preview mode - or automatically utilised by the Pre-Emptive Dial Module. Examples may be ‘Busy’ - dial again every 3 minutes up to a maximum of three times, ‘No Answer’ - dial again every 1 hour up to a maximum of three times, etc.

Agent Manual Schedule

A feature can be made available to Agents where they can select a specific day and time to call back a number - which they can schedule to any available agent or just to their self.

System Features

• Campaign Administration Interface
• All Campaigns and Agents available activity in Real Time Screen
• Campaign Schedule for Auto Able/Disable
• Preview/progressive/Pre-Emptive Dial Modes
• ‘Do Not Call’ Compliance Measures
• Database/CRM Integration
• Optional Voice Recording
• Integrated Reporting - over 150 Reports
• Configurable Completion & Wrap Up Codes
• Re-Call Scheduler
• Configurable Agent break-out codes

Agent features

• Agent Log-In/Out On-screen
• On-Screen Wallboard
• Run from toolbar or full screen
• Integration with customer database or CRM
• Customer Screen Pop Details
• Campaign Name Shown on Agent Screen
• Agent Call Wrap Up Codes
• Agent Break Codes
• Auto Agent Absent Redirect
• Log Agents into new Campaigns - reassign while live

All downlaods are in PDF format.

CyCall Brochure

Full CyTrack Range

Service Demands

For many businesses recording telephone calls is a necessity - whether the recording forms part of a business contract, or is required as a fail safe or is required for documentation - voice recording is a serious business technology today.

Improve Staff Capability for better Service

Staff can benefit greatly from being able to record calls on-demand - from a complex telephone call, a customer complaint or simple note taking.

Performance Monitoring

In today’s modern business environment, providing quality service is a key objective. CyRecord provides a low cost method to monitor staff performance on the telephone and use the information for quality management and training.

Low Cost

CyRecord is one of the lowest cost and simplest to install and manage ways of recording telephone calls.

On Demand

CyRecord allows you to record conversations on the telephone at the click of an icon in CyDesk and then 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 screened 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 screened from the agent so that recording playbacks are only available by the administrator.

Standard Features:

• Record All or Random Calls
• Files stored as .wav or MP3
• Compressed storage approx. 120k per minute via MP3

Features available when integrated with CyDesk:

• Record on Demand
• All Recording controls from your PC desktop
• Link recording file to date, time, agent name, call completion codes and customer name
• Auto-link to CRM or Outlook customer record when integrated with CyDesk
• Allow/Disallow user playback and email of recordings On-Demand Voice Recording
• Works over Terminal Services/Thin Client (with PC as workstation)

All downlaods are in PDF format.

CyRecord Brochure

Full CyTrack Range

Business Efficiencies and lower costs

CyLive IVR offers businesses the technology to provide services on-line via the telephone 24 hours a day, without operator involvement taking care of transactions and services that do not require personal interaction. Examples include entry of customer details, payment by telephone, call routing, telephone booking and much much more.

CyLive is an additional module to either CyCall Ultimate or CyQ Ultimate.

Enrich Customer Relationships

CyLive can enrich and expand customer services, especially when integrated with CyTrack Call Centre modules such as CyQ. Examples include allowing callers to enter their details while in a queue and have CyLive ring them back when an agent is available to take their call, allow customers to enter their PIN or invoice number so that the agent has all the details to hand when their call is answered - and more.

Create New Services

CyLive enables businesses to provide services they previously couldn’t, whether by offering services 24 hours a day, new services such as payment by telephone, or directed personalisation such as recognition of the caller or their reason for calling - before the call is answered.

Empower your business

CyLive includes a unique Designer Tool so that those businesses that wish to, can take on simple administration tasks and changes and even design their own complex IVR scripts and features.

Customer Pin Code Verification

Route callers to CyLive to collect a unique customer pin to then allow access to personal information or customised services.

Queue Call-Back When integrated with CyQ

CyLive can collect caller details and allow the caller to hang-up but retain their position in the queue and receive a automatic call-back when the next agent is available.

Personalised Routing By either Caller ID or customer PIN Entry

CyLive can then access your customer database or CRM and look-up specified customer service fields that determine how the call can be routed when integrated with CyQ.

V-Commerce

CyLive scripts can be developed to provide online customer payments and real time verification in conjunction with compatible e-commerce systems.

Account Status

CyLive scripts can be developed to provide customer information or account status after online pin verification.

Help Desk Status

CyLiveâ„¢ scripts can be developed to provide customer help desk ticket status after online pin verification and ticket ID entry .

Personalised Call Forward

CyLive scripts can be developed to provide a range of personalised call forward options for special or VIP clients for each user desktop when integrated with CyDesk and CyQ .

Service Bureau & Billing Functions

CyLive can provide complete reporting and service billing of functions utilised when integrated with CyReport . Telephone Access and Billing CyLive scripts can be developed to provide telephone services via Pin Code Access and the billing information per account provided when integrated with CyReport.

Speech Recognition Call Routing

CyLive scripts can be developed to allow call routing via Voice Recognition utilising the Microsoft Speech Recognition Technologies.

• CyLive IVR Designer Tool
• CyLive Real Time Monitor
• CyLive Reports Generator
• Integration to CyTrack Call Centre Modules
• Customer database or CRM integration
• SQL Database architecture

All downlaods are in PDF format.

CyLive Brochure

Full CyTrack Range