The control layer AI needs
Connect with the platforms you trust
Why CyCX
Expectations have never been higher, and responsiveness alone no longer wins. CyCX brings every channel, every customer record and the power of AI into one place — on your terms.
AI moves fast, so CyCX works with the leading platforms rather than tying you to one — with direct integration into Microsoft Copilot Studio, and compatibility with Anthropic Claude, OpenAI ChatGPT, Google Gemini and more. As AI improves, your contact centre improves with it. No rebuild, no vendor trap.
Cloud, your own servers, or a private hosted environment. For organisations with strict data-residency rules — government, healthcare, finance — your customer data stays exactly where your policies require.
Built and supported in Australia since 1995. Local software, local support, and three decades of knowing what actually works on a contact centre floor — in a modular suite you grow into.
Core strengths
Anticipate customer needs, resolve issues faster and personalise every connection — with AI, omnichannel engagement and analytics working together.
Connect across voice, web chat, SMS, WhatsApp, email, web call-back and social, so customers reach you however they prefer.
Turn live activity into decisions — and capture how customers feel after every interaction.
Capture, understand and improve every conversation — from compliance recording through to agent coaching.
Customers
“The transition to CyTrack CyCX has significantly elevated the capability of our customer service team. CyCX has enabled us to swiftly resolve persistent issues from our previous system, implement enhancements that reduce wait times, and unlock a suite of advanced features that position us for continued growth.”
Omnichannel journeys
CyCX brings AI, voice, chat, social and email into one interface, with a full view of each customer’s history. Agents build more personal, more informed relationships — and you’re there when and where customers need you.
Intelligent routing, presence and workflow rules connect customers with the best person for the job.
Customer history and CRM data surface the moment an agent needs them.
Track performance, service levels, feedback and agent activity so the right things get managed.
Executive Summary
Plus, inside is the link to download the full report for free.
Key benefits
Serve customers consistently across every channel.
AI-powered routing improves both speed and accuracy.
Automate routine work so agents focus on what matters.
Real-time data supports better decisions and service.
AI-driven analytics, QA and feedback keep raising the bar.
A flexible platform that grows and adapts with you.
Efficiency & agent experience
AI-assisted, CRM-aware routing sends each customer to the best-suited agent, improving first-contact resolution.
Automation handles repetitive tasks so agents manage more interactions, with consistent follow-ups.
CyDesk runs in a browser or inside Microsoft Teams — communications, CRM and AI assistance in one place.
AI-powered service
CyCX uses AI to support your people and automate common tasks — while keeping human service where it matters most.
Transcribe, read sentiment, surface key moments and generate summaries — making every call searchable.
Handle enquiries 24/7, escalate to a human when needed, and suggest responses during live interactions.
Answer and route calls, handle routine enquiries, send forms — and make sure no call is ever missed.
The right detail lands on the agent’s screen the moment it’s needed.
Full conversation history passes from virtual to human agent, on triggers you set.
Virtual agents work 24/7, so customers are never left waiting.
Works with your stack
Integrate with Microsoft Teams, your CRM, CyReport, CyRecord and more. Pick the modules that suit you — individually, or as one complete solution.
Every interaction matters
Give customers real choice, the right information and intelligent routing — on a platform built to grow with you, and to keep you in control of your AI, your data and your customer experience.
