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Contact Centre
CyCX platform
Agent desktop
AI
CyDesk, unified agent workspace with CRM integration
Inbound contact centre
Smart routing, queuing, and agent management
Outbound dialler
Preview, progressive, and predictive dialling
Omnichannel engagement
Unified customer conversations across every channel
Voice
Web chat
SMS
Email
Social
IVR & self-service
Intelligent call routing and automated handling
Workforce management
Scheduling, adherence, and performance
Explore Contact Centre
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Recording & Compliance
Voice, screen recording, QA, compliance and analytics
Voice & screen recording
Compliance-grade capture with full audit trail
Quality assurance
Call scoring, evaluation forms, and QA workflows
Speech analytics
AI
AI transcription, keyword detection, and call insights
Sentiment analysis
AI
Real-time customer emotion and satisfaction scoring
Compliance archiving
Secure long-term storage with retrieval controls
Explore Recording & Compliance
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Reporting & Analytics
CyReport platform
Real-time dashboards
Live wallboards and supervisor views
Historical reporting
Scheduled reports and long-term trend analysis
Agent performance
Individual and team KPIs with AI-driven insight
Microsoft Copilot extension
AI
CyReport data surfaced directly in Copilot & Teams
Customer satisfaction
AI
AI-driven CSAT scoring and trend reporting
Services monitoring
Platform health, uptime, and SLA visibility
Explore Reporting & Analytics
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AI Capabilities
Across all products
AI runs through every Cytrack product. These are the capabilities available across the platform.
Agent assist & coaching
Real-time guidance, scripting, and next-best-action
CyCX
Attendant AI
AI-powered virtual attendant and self-service
CyCX
Speech & sentiment
Transcription, keyword detection, emotion scoring
CyRecord
Performance insights
AI-driven CSAT, agent scoring, trend detection
CyReport
Copilot & Teams AI
CX data surfaced natively in Microsoft Copilot
CyReport
Workforce optimisation
AI-driven scheduling, forecasting, and adherence
CyCX
Explore AI Capabilities
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