Customer Experience transformation in the age of AI

creating customer & employee experiences that make a difference

Book a Demo Free Consultancy

Customer Experience transformation in the age of AI

creating customer & employee experiences that make a difference

Book a Demo Free Consultancy

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Customer Experience transformation in the age of AI

creating customer & employee experiences that make a difference

Book a Demo Free Consultancy

Latest News

Call Steps: Your Customer Journey Revealed

Call Steps provides a visual timeline of each customer journey through your contact centre—from the moment a call is initiated right through to termination. Think of it as a detailed map showing exactly where your customers go and what they experience along the way.

Contact centre showing agent availability status

Ten Agents. Three Available. Here's Why.

Presence isn't just about whether someone is "Available," "Busy," or "Away." It's about understanding where your human resources are actually working across your entire service delivery operation. Discover how CyCX Presence provides real-time visibility into agent availability, empowering you to optimise workforce management and enhance customer experience.

New

Discover The Power Of Mid-call Outcome Codes

Mid-call outcome codes provide unprecented levels of intelligence across customer interactions. Easily capture detailed data at critical moments during a call, for deeper insights into customer needs, agent performance, and overall call effectiveness.

Smiling female customer service agent with headset

Routing Decisions That Make Or Break Customer Experience

When a customer contacts your business, everything hinges on what happens in the next few seconds: connecting them to the right person, at the right time, with the right information. It sounds simple. But anyone who's managed a contact centre knows that routing strategy is where customer satisfaction lives or dies—and where operational efficiency either flourishes or flounders.

AI Highlights

Contact centre agent speaking with customer on the phone

CRM

AI+Agent Voice Transcriptions, Sentiment & Agent Analysis in CRM

From AI Assistant calls to agent interactions, every conversation is captured and analysed. Our platform transcribes and processes all voice recordings across your organisation, delivering transcriptions, insights and sentiment analysis directly into your CRM system.

Woman with headset smiling at the camera

New Feature

Agent Dynamic Scripting + Ask AI

Agent Dynamic Scripting responds intelligently to each unique customer interaction, providing contextual guidance that adapts in real-time based on customer responses, CRM data, and conversation flow.

New Feature

Cytrack's new “Smart Callbacks” transform customer service

We just made callbacks way better…instead of simple first-come-first-served, your callback system can now intelligently assess each message and ensure the most urgent calls reach the most suitable agents first.

Woman with headset smiling at her computer screen

Cytrack Now Listed on Australia's AI Directory

We're excited to announce that Cytrack is now listed on the National AI Centre's AI Directory, a platform that showcases Australia's AI capabilities across various industries and technologies.

CX Highlights

Call centre agent on break as indicated on the screen

New Feature

Get better visibility with "Smart Breaks"

We're excited to introduce a new break scheduling feature that brings better visibility and coordination to your team operations.

CSAT

Turn feedback into growth with CySurvey CSAT

A recent Harvard Business Review Report highlighted that businesses with strong CSAT scores outperform competitors by retaining 74% more of their customers. This isn't just about happy customers—it's about sustainable business success.

Woman contacting a company on multiple channels

CyCX Part 4 of 7

Different Channels. One Great Experience.

The days of single-channel customer service are over. Your customers want choice, convenience, and consistency—regardless of how they choose to contact you. Omnichannel communication is no longer a luxury; it has become a business necessity.

AI Voice

4 Ways Cytrack's AI Voice Assistants Transform CX

Natural, Personal, and Scalable Conversations. Welcome to the era of intelligent voice assistants that truly understand and respond to your customers' needs.

Interaction - CX

Synthesise customer interactions across all channels with Cytrack CyCX, in our best practice secure cloud platform. Converge your unique knowledge, applications and data across all modalities to boost and scale customer experience.

Analytics for Operational Efficiency

Analyse data collected from all customer and employee touchpoints, unlocking actionable insights and enhancing productivity, performance and operational efficiency. Ensure your quality assurance and compliance.

AI to harmonise CX

Release the power of AI with Cytrack solutions, to harmonise exceptional experiences for your employees, customers, and throughout your business. Reduce costs, increase employee engagement, extract insights, offer real time and 24/7 assistance.