One Integration
Connect once. Cytrack products including CyCX, CyRecord, CyReport and CyDesk can be exposed through a single governed API via the open MCP standard.
Cytrack MCP Strategy
One MCP connection. Any AI. Every customer interaction.
Cytrack connects your contact centre, recording, reporting and desktop tools to the AI platforms your organisation already uses. Built around a governed MCP Server strategy, Cytrack exposes live CX capability as a secure, standards-based action layer for Microsoft Copilot, Claude, OpenAI, Google Gemini and the wider enterprise AI ecosystem.
Microsoft Native
Connect Cytrack capability into Microsoft environments including Copilot, Microsoft 365, Teams, Outlook, Copilot Studio and Azure AI Foundry.
Open & Future-Proof
MCP is being adopted across the AI industry. Build once, then extend Cytrack capability to the AI clients your organisation chooses now and in the future.
Success Framework
The Success Framework for the AI Frontier
Intelligent CX is the business value translation layer, converting platform capability into human outcomes.
Enterprise AI Paths
Built for Microsoft Copilot, Claude and whatever comes next
Whether your organisation runs Microsoft Copilot, builds custom AI agents on Claude, or uses multiple AI platforms, Cytrack connects your contact centre to your AI stack through a single standards-based integration.
Microsoft Copilot Path
Best for: organisations running Microsoft 365 with Copilot active or on the roadmap.
- Ask Copilot about live queue status and agent performance
- Search call recordings by content inside Teams
- Run CyReport queries in natural language from Outlook
- Use CyDesk Manager AI for agentic control via Copilot
Enterprise AI / Claude Path
Best for: development teams and AI leads building custom agents on Claude or other large language models.
- Connect Claude to live CX data, including queues, calls and agents
- Build custom AI agents that act on contact centre data
- Ground LLM responses in real, governed CX data via MCP
- Use MCP Server without custom point-to-point integration
Practical AI Outcomes
Six use cases that make AI operational
These examples show how Cytrack turns AI from a general assistant into a contact-centre-aware operational layer.
01
Live Queue Visibility in Teams
Supervisor asks AI for queue status during a Teams meeting. Gets live CyCX data without leaving Teams.
Contact Centre Manager
02
Agent Performance on Demand
Manager asks AI for an agent's weekly stats. AI pulls directly from CyCX, with no login and no report export.
Team Leader / Manager
03
AI-Drafted SLA Reports
AI generates an SLA breach report using real CyCX data, formatted as an email ready to send to the exec team.
Operations Director / CFO
04
Call Summary & Coaching
After a flagged call, AI retrieves the transcript, summarises key moments, and drafts coaching notes for the supervisor.
QA Team / Team Leader
05
Escalation Pattern Detection
AI analyses this week's escalations across CyCX data and identifies the top three recurring issues in plain English.
Contact Centre Manager
06
AI-Assisted Wrap-Up
Agent asks AI to suggest the right wrap-up code and draft a post-call note based on the conversation, reducing AHT.
Contact Centre Agent
Governance · Context · Routing · Oversight
The control layer AI needs. The platform your customers trust.
In an AI economy, agentic systems need a control layer to operate safely and at scale. Cytrack is built to be exactly that, for every customer interaction, at every step.
Governance
Compliance recording, quality monitoring and AI audit trails.
Context
CX history, sentiment, agent state and customer data delivered to AI at the moment of decision.
Routing
Intelligent orchestration of where interactions go, which agents or AI handles them, and when to escalate.
Oversight
Real-time supervisor visibility, intervention capability and agentic control.