Make it easy for your customers to communicate however they want, anywhere, anyhow.
Click an icon to get in touch
Click to start a web chat
Click to send us an email
Click to requesta call-back
Send us an SMS on:+61 480 018 370
Contact us via WhatsApp+61 1300 296 647
Click to view ourcall options
To be successful today you must be omnichannel. As a result, you are able to swiftly and professionally respond to your customers across a broad range of interaction channels. Your customers want you to respond immediately, accurately, in the manner they choose and they also want you to have their details already to hand.
CyCX Connect™ goes beyond traditional ACD systems providing you an array of communication channels such as Voice, SMS, Email, Fax, Web Chat, Web Call-back, Call back in Queue and Social Media connections meaning you can connect on any level.
Out-of-the-box contact centre
CyCX Connect is the ultimate web and telephony omnichannel contact centre solution which includes the following tools all at no extra cost
- Callback in Queue
Queued callers can choose to receive a callback from an agent rather than holding - CyChat
Web chat tool to enable your customers to connect instantly via web chat - find out more - Web Callback
Allows customers to request a callback - find out more
Quality customer service for every business
The CyCX Connect omnichannel contact centre technology offers a world class customer experience solution whether you are a team of just two or a large enterprise group. Whether you are in one office, various geographical locations or utilising remote workers, you can now offer the key requirements for successful and modern customer experience.
- Professionally manage customer communication
- Ensure calls are directed to the best person for the job
- Give your customers the options they expect
- Ensure staff always have the right information
- Measure results
Customer experience is the new currency of power
Many products are commodified, meaning profits are harder to make by simply focusing on price. However, by improving customer experience, businesses can differentiate themselves. A company with effective customer experience strategy and technology will therefore rise above the competition and become the go-to business for today's ever more discerning customers.
Spending is geared heavily towards marketing, and for this reason, companies often fail to budget effectively for the development of their customer experience. With power shifting to consumers and therefore to the companies that earn their loyalty, customer experience really is the new currency of business.
"Your Call" really has become important
It's the all centre cliché: "your call is important to us, please continue to hold and we will answer your call as soon as possible". However, behind this original (and overused) queue message is a core principle for any successful business - your customer's call really is important!
When a customer takes the time to contact you, whether by voice call, SMS, email or social media, it is a rare opportunity to build loyalty. By offering a true omnichannel choice in how they communicate with your business, giving them relevant information and making better use of your support staff through intelligent routing, you can capitalise on this connection and let your customers know their call really is important to you.
Update availability status
Users can quickly and easily update their status to any one of the options pre-defined by the administrator. CyDesk displays the status of other users and how long they have been away.
If a user wishes to contact another user who is currently unavailable, they can set an alert to identify when they become available.
Measure your key business metrics
CyReport is integrated into CyCX Connect and offers powerful reporting tools for system performance, service levels, grades of service and team evaluation. Because what gets measured, gets managed.
- Measure staff efficiency to improve productivity & customer service
- Automatic Scheduling of reports to print, email or file (CSV, PDF, Excel)
- Multi-user and multi-site support
- Account Code tracking for project/Item Billing
- SQL database architecture & SQL Reporting Services reports architecture
- Powerful Carrier Tariff interface
- Directory and Information Services
Powerful supervisor monitoring tools
Due to the flexible web based architecture, supervisors can log in and monitor their teams from anywhere using the powerful tools integrated into CyDesk.
Supervisors can see a log of all the calls made or taken by each agent and when used in conjunction with CyRecord, individual calls can be played back at the click of a button.
Integrating CyCX Connect with your existing technology
We understand that you have made significant investments into your business intelligence and communication systems which is why our award winning solutions seamlessly integrate into your existing technology.
Microsoft Active Directory
Microsoft Azure
Google Chrome
Digium
Microsoft Edge
Ericsson LG
Microsoft Exchange
Microsoft Lync
Mitel
Microsoft SQL Server
NEC
Microsoft Office
Samsung
Siemens
Make the CyCX Connect solution your own
Every business has unique needs and business processes for competitive advantage and quality service. For this reason, Business Process Automation (BPA) and Communication Enabled Business Processes (CEBP) are at the heart of our advanced fit and customisation solutions.
Cytrack products offer inbuilt tools to meet your businesses individual requirements. Alternatively, you can work directly with our R&D team to create truly specialised applications tailored to work within your specific IT strategy and architecture.
A modular suite of customer experience applications to suite your business
Cytrack products are a modular range of customer experience applications enabling you to pick and choose what works for you. These can be delivered individually or integrated together for a complete business solution.
Our customer experience technology experts are available to answer your questions and help you find the right configuration for your business.
Add CyRecord™ call recording and reporting with PCI DSS compliance
Essential for any organisation, call recording provides undisputed facts about calls, resulting in more rapid dispute resolution.
CyRecord also allows you to monitor and improve your customer service through listening, training and compliance with the requirements of regulatory bodies.
- Ensure compliance with regulatory bodies.
- Prove adherence to the business requirements of your clients.
- Improve staff capability through listening and 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.
Take it to the next level...
CyCX Connect is highly flexible and the following applications are all available as additional options. Contact us today and we'll be more than happy to discuss your requirements and find a solution that fits your business.
CyCoach Build skills, confidence and performance of your team.
CyCall Boost your outbound capability and create more opportunities.
CyLive Powerful Interactive Voice Response (IVR) for customer self service.
CyChat Web chat service solution to provide your customers with superlative service.
CySocial Social Media integration, queue priority & Overflow Management.
CySurvey Create surveys to measure your customer's satisfaction.
CySMS Communicate with your partners, clients and customers via SMS.