Every customer record, every interaction, every case, natively connected to the desktop your agents already use. Serve, support and sell from one workspace, without the cost and complexity of an enterprise CRM.
CyCX CRM & Case Management gives your team the full customer picture: who they are, what they own, every conversation and every open case, the moment an interaction arrives. It’s everything you need to serve, support and sell, without the pipeline forecasting, lead scoring and marketing modules that make enterprise CRMs costly and slow to deploy.
For many businesses, the front line is where revenue is won. The agent who resolves a service issue is often the one who books the next service, recommends the upgrade or secures the renewal. For some businesses, it’s the only sales touchpoint they have. CyCX puts that whole relationship on one record, so every conversation can build it.
One record for every customer relationship, and every conversation that builds it.
Accounts, contacts and the products or assets linked to them.
Cases with escalation, SLAs, tasks and live reporting.
Ask AI finds the right customers, cases and calls in seconds.
Most businesses reach a point where spreadsheets and scattered systems stop working. The usual fix brings problems of its own.
Spreadsheets get outgrown fast, and in-house databases rarely have the APIs to connect to a contact centre. But the jump to a large enterprise CRM platform brings licence costs, long implementation projects and capability many businesses don’t need.
CyCX CRM is purpose-built and natively integrated: practical CRM and case management from day one, with no third-party licences.
Customer records in one place, cases in another, recordings somewhere else. Agents waste time hunting for context that should be in front of them when the call lands.
CyCX CRM links every call, recording, message and case to the customer record in a single timeline, inside the desktop agents already use.
Start fast. Grow on your terms. Your data is never locked in.
Import your core customer data and go live from day one. No lengthy migration project standing between you and go-live.
If you grow into needing full-scale pipeline and marketing capability, export your data cleanly to the platform of your choice. Your data, your timeline, your choice.
Most customers never need to leave. But knowing the door is open makes starting an easy decision.
A customer calls. Their record and open cases surface instantly, and a new case is raised with one click.
An inbound call triggers a screen pop. The customer record and open cases appear before the agent speaks.
One click creates a case, with caller, agent, queue, timestamp and recording link captured automatically.
The case goes to the right agent or team, with full reassignment and ownership history.
Resolved with notes, the full history sits on the customer record and performance shows in CyReport.
Accounts represent the organisation or household: a business, a family, a property. Contacts are the people linked to it, such as employees, family members and decision-makers. When any contact calls, agents see their own history and the full account picture, so no one has to repeat themselves.
Assign products or assets directly to an account or contact to create a genuine service record. A family account can hold each member’s vehicle for service bookings and recalls. A trade customer’s purchased parts carry their warranty and repeat-order history. Every case can point to the exact item involved.
Create cases during or after any call, chat, email, SMS or WhatsApp conversation, automatically linked to the account, contact and asset. Cases move through configurable stages, can be assigned to agents or teams, and keep every note, interaction and status change as a complete audit trail. Cases are closed, never deleted, so the history is always there.
Interactions link to the customer record and case automatically where possible, one click where not.
Set target resolution times by case type, customer tier or industry requirement. Cases escalate automatically to a supervisor or specialist team on the rules you define, with clear visual warnings as an SLA approaches or is breached.
Create tasks straight from a live interaction, with the source and context captured automatically. Link them to a case, contact or account, and manage them in My Tasks and Team Tasks. Statuses such as On Hold and Waiting on Third Party keep overdue alerts honest, and open tasks must be finished before a case can close.
Report on case volume by period, queue, agent and category; resolution time and SLA performance; agent workload; open and overdue cases; and the calls, messages and recordings behind each case. Filter and group by your own custom fields, such as fault type or product line. A CyDesk widget gives agents at-a-glance case status without leaving their working screen.
CyRecord transcription, sentiment and coaching data appear right alongside the case and customer record. Read exactly what was said without replaying the recording, see how sentiment changed over time, and connect coaching directly to real customer outcomes.
Ask AI works across accounts, contacts, assets, cases and call transcripts together. Agents and supervisors can ask in plain language:
Administrators define custom fields that appear on every case form, using text, dropdown, date picker and checkbox types, with different field sets per case type such as support, billing or complaints. Custom fields flow straight into CyReport for filtering and analysis, and no professional services engagement is needed.
CRM and cases live inside CyDesk, with screen pop on every inbound interaction. No second window, no swivel-chair.
Start with accounts, contacts and assets, then switch on Case Management and Agent Tasks when you need them.
Run it as your customer system of record, or next to an existing CRM as the operational layer for your contact centre.
CRM and case management are part of CyCX, not a separate subscription.
For data residency or security requirements, the CRM contact database can be held in a customer-designated storage location instead of Cytrack’s default environment.
The CyCX MCP Server connects customer and case data to Microsoft Copilot Studio and Anthropic Claude.
Designed, built and supported by Cytrack on the Gold Coast since 1995.
| Industry | How it’s used |
|---|---|
| Automotive & dealer groups | Vehicles assigned to each family member; service bookings, recalls and enquiries linked to the right car and contact. |
| Trade, parts & field services | Parts and equipment on the account; warranty, service history and repeat orders tracked against the right item. |
| Financial services & membership | Policy numbers and membership tiers on the account, with SLAs matched to customer priority. |
| Real estate & property | Property details on the account; enquiries and maintenance cases tracked per property. |
Yes. Agents see who the customer is, what they own and every past conversation, so service calls naturally become sales conversations: bookings, renewals, upgrades and repeat orders. It doesn’t include pipeline forecasting, lead scoring or marketing automation. If you grow into needing those, Easy Out means your data exports cleanly.
Yes. Run it as your only customer system, or alongside an existing CRM as the operational layer for your contact centre.
No. Case Management is an optional module. Accounts, contacts, assets and Agent Tasks work without it.
Calls, chat, email, SMS and WhatsApp: any interaction handled in CyCX.
Yes. Configurable fields let you align accounts, contacts and assets to your industry without custom development.
Core customer data imports quickly, so you can be running from day one, with no lengthy migration project.
In Cytrack’s environment by default. For data residency or security requirements, the contact database can be stored in a customer-designated location.
Book a 30-minute demo and we’ll show you CyCX CRM & Case Management with your own use cases.