Integrate Microsoft Outlook
How Cytrack Integrates with Microsoft Outlook
Microsoft Outlook Supported Version: Pending update
Cytrack software is deeply integrated with Microsoft Outlook for unparalleled enrichment of customer experience.
As well as turning Microsoft Outlook into a powerful communications platform, you can instantly route calls based on any Microsoft Outlook field and automatically update with things like voice recordings, notes and history.
If you use Microsoft Outlook, you should see the Microsoft Outlook integration feature list below for more information. We'll be delighted to answer any further questions you may have simply get in touch using your preferred contact method (details under the feature list.)
About Microsoft Outlook
Microsoft Outlook is a comprehensive communication and productivity tool that allows users to manage email, calendar, contacts, tasks, and more, all within one integrated application. It's a key component of the Microsoft 365 suite and is available on desktop, web, and mobile platforms. By adding Cytrack’s software into the mix, you get an immediate uplift in customer experience.
Features of Cytrack's integration with Microsoft Outlook
Click to dial
Allows user to click on a number in the Microsoft Outlook contact fields and CyDesk will dial the number.
Caller lookup
CyDesk can lookup the Microsoft Outlook database based on the Caller ID and can show the Microsoft Outlook contact details (& account/company if applicable) in CyDesk.
Pop contact
CyDesk can tell Microsoft Outlook to display a contact record from either the name or number search.
Pop account
CyDesk can tell Microsoft Outlook to display an account record from either the name or number search.
Name search
User can select search in CyDesk and enter name details and CyDesk will search Microsoft Outlook and display a list of matches, the user can select the contact from the list and pop the record, dial one of the contact phone numbers as listed in the Microsoft Outlook contact record, and also optionally send an SMS if CySMS is installed.
Log call history
CyDesk can optionally store details of the call in the Microsoft Outlook contact history – includes the date, time, call type (incoming or outgoing), Caller ID and call duration.
Attach voice recordings
CyDesk can optionally store a URL to the location of the voice recording file in Microsoft Outlook. Note the user has to enter a username and password to play the recording and access can be controlled by the Cytrack security manager.
Outbound call campaigns
Microsoft Outlook integration is compatible with CyCall outbound call centre module and allows marketing campaigns from Microsoft Outlook to be accessed directly from CyCall. If this is not available then the user can export CSV files from within Microsoft Outlook and import into CyCall, or utilise our Business Process Manager that can automate this process and create a real-time feed of contact records from an external file and feed directly into CyCall campaigns.
Log call notes
Notes entered into CyDesk during the call can be stored in the Microsoft Outlook contact history together with the call history.
CRM routing
CyCX Connect provides the feature to lookup an assigned field within Microsoft Outlook and route calls to specific queue groups according to what's in the Microsoft Outlook field, e.g. Customer Priority = Gold in CRM and then CyCX Connect will ensure the call is routed to the assigned premium customer service queue, or if Customer Priority = Invoice owed then transfer to the accounts queue.
Log completion code
CyDesk allows for calls to be categorised by completion codes at the end of each call, optionally the completion code selected can update a designated field in the Microsoft Outlook contact record with a defined entry.
Want to know more about Cytrack's integration with Microsoft Outlook?
Get in touch using your preferred contact method below, and one of our friendly team will be delighted to answer all your Microsoft Outlook integration questions...