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Collaboration & Contact Centre for Microsoft Teams

Boost customer experience
UC Desktop & CRM Integration
Inbound Call Groups & Outbound Pro-active Marketing Contact Centre
Collaboration & Omni-Channel modules

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Evolve CX Platinum

Contact Centre

Add 'CyCX for Microsoft Teams' Contact Centre solution for advanced customer experience and performance management

Inbound & Outbound blended Contact Centre for businesses to deliver smart call routing
Dashboards
Reporting
Innovative PC based desktop software for your people
Plus more see full feature list below

Click here for full feature list

AUD$945 10 user package / month

Additional users AUD$75 - user / month

Prices are + GST/Tax in applicable countries

Evolve CX Diamond

Omnichannel Contact Centre

Add 'CyCX for Microsoft Teams' Contact Centre solution for omni-channel collaboration & seamless customer experience across channels

Everything in Platinum - plus
Collaboration & Omnichannel Inbound & Outbound blended Contact Centre
Web Chat
Email Queue
Social Media Chat options
Plus more - see full feature list below

Click here for full feature list

AUD$1245 10 user package / month

Additional users AUD$95 - user / month

Prices are + GST/Tax in applicable countries

Huge benefits of integrating contact centre functionality

Beyond meetings, chat and collaboration, enterprises are looking for more value from this platform and exploring how to customize it to their needs. Adding in voice calling and contact centre capabilities are a natural follow-on.

The result: a single communications and collaboration platform that enables collaboration between business users and contact center agents.

This has major benefits for your organisation:

Easy to use by everyone

Enable powerful CCaaS applications on the well-known Microsoft Teams interface

Enhanced business intelligence

Capture, analyse and present crucial interaction data across the entire customer and agent journey

Streamlined operations

Simplify internal workflows by combining Microsoft Teams with a contact centre and wider business systems

Rich 'contact centre as a service' (CCaaS) features such as Call Recording, IVR, and Reporting vastly improve the agent and customer experience. Contact centre agents can easily collaborate with business experts via Microsoft Teams to help with customer inquiries. You can also integrate CRM-data into your business operations and amaze customers with the ultimate service experience.

Integration with Microsoft Teams

Fully integrated & enhanced browser-based Contact Centre Agent + Telephony controls in one user interface integrates with the Microsoft Teams softphone controls
Fully integrated & enhanced IVR & Announcement Audio services
Fully integrated & enhanced Voice Recording services
Fully integrated & enhanced Call Reporting & Dashboards services runs from within the Microsoft Teams interface
Workforce Optimisation
Workforce Management
CSAT Reporting
IVR Self Service
Telemarketing
Modular suite of transformational add-ons
Differentiate your Customer Experience with our Customization Services
Powerful Cloud Architecture – for isolation, customization & redundancy
And more...

Cytrack + Microsoft Teams All in One Cloud Telephony & Contact Centre

Fully integrated & enhanced browser-based Contact Centre Agent + Telephony controls in one user interface that works with the Microsoft Teams softphone controls

The Cytrack CyDesk web-based Contact Centre Agent user interface controls the Microsoft Teams platform delivering a single telephony and contact centre interface for the user - all in a web browser. Or if you prefer, use the Microsoft Teams interface for your common telephony tasks.
The CyDesk agent user interface delivers a rich omnichannel environment for managing all telephony and other modality conversations in one interface.
Powerful CRM integrations are supported out of the box or connect 3rd party or inhouse applications via our rich API’s

Simplify Business Operations

Combining Microsoft Teams with Cytrack transforms the platform so you can integrate the software your business already relies on into your communications system. Integrate more than 100 leading business apps – as well as your company’s existing in-house solutions – straight out of the box. Or create customised integrations and apps to suit your business’s unique needs.

Cytrack is compatible with Salesforce, Microsoft CRM, Freshworks, Zoho CRM, Netsuite, GoldMine, Pipedrive, simPRO, Vertafore, Xplan, MYOB – along with many other leading apps.

ZOHO

Salesforce

Microsoft Dynamics

Netsuite

Goldmine

Pipedrive

Freshworks

simPRO

Vertafore

Iress Xplan

MYOB

Fully integrated & enhanced IVR & Announcement Audio services

IVR and Announcements are an essential aspect of the contact centre workflows and services. Our design blueprint of a fully integrated experience with the Microsoft Teams platform called for the plan to address consuming Microsoft Teams Telephony services and seamlessly integrating to our Cytrack IVR & Announcement services.

‘In-skin’ audio services – Our solution utilizes the Microsoft Teams telephony services directly into our IVR, audio and announcement services, the benefits are complete integration and the platform delivering the audio services ‘in-skin’.
Customer Announcement Recording Tool – We developed an easy to use Fully integrated & enhanced IVR & Announcement Audio services module in our queue configuration that allows customers to easily record their own greetings and then have them uploaded into the Cytrack queue management file storage in our cloud environment. This facilitates the Cytrack Queue Announcements Manager To either upload files or download and play a specific greeting from a specific queue. Our announcement services then download the greetings from storage as necessary and passes them for playing via announcement services.
Eliminate waiting times – Cytrack CyCX for Microsoft Teams uses smart, skills-based call routing to put your customer in touch with the right agent straight away. And with one-click access to experts anywhere in the world, they can put out fires faster.

Fully integrated & enhanced Voice Recording services

Our full integrated solution to Microsoft Teams offers a business wide solution recording service for all users within the Microsoft Teams environment for your organization.

‘In-skin’ voice recording services – Our solution augments the Microsoft Teams platform with powerful voice recording, and this incorporates a broad range of important factors and benefits to the solution
Extended Cloud Voice Recording Storage - Our Cytrack integration retrieves all recordings and stores them into the Cytrack Microsoft Azure cloud storage for your business (or optionally to your designated storage preference) - this also facilitates data sovereignty for customers.
Encryption of Voice Recording files – This is an essential requirement for our customers, so our services encrypt the files once moved to Microsoft Azure and the recordings can only be played via our CyReport search and replay interface.
Advanced filter, Search, Reply & Reporting - When we download the recordings to the customers tenancy storage area we link the recordings to our CyReport Bl reporting solution providing superior ways of searching and reviewing customers recordings.
Linking Voice Recordings to CRM - When calls are received by the contact centre, the CyDesk Agent client integrated to the customers CRM stores a link to the CRM contact history together with the details of the call.
Voice Analytics - once the recording is available in our storage, customers can also opt to subscribe to our voice analytics services, where recordings can be transcribed, sentiment analysis performed and also keywords identified and available for statistical analysis.
Workforce Optimisation Services - Leveraging our solution handling the voice recording file, customers can also select our powerful WFO services for coaching and quality rating of agents performance and skills levels.

Fully integrated reporting & dashboards – operates from within your Teams interface

Fully integrated reporting & dashboards – operates from within your Microsoft Teams interface

The pulse of any contact centre is in its Business Intelligence reporting – what gets measured gets managed. Our solution offers a business wide solution reporting for all users within the Teams environment for your organization.

Act on the facts - Choose from a wide range of customisable formats to access the real-time sales and service data you need to make critical business decisions. Use intelligent bots to monitor service levels and alert you before problems even arise.

Extended call reporting and analysis optionally integrated to voice recording files for the whole organization
Configurable web-based Business Intelligence Dashboards
Real time indicators and alerts
Report Generator and Designer – create your own reports in your way.
Just search for what information you are after and global search will show you which reports contain the data you seek
Modern charts and graphs supporting multiple tables and charts in one

Cytrack CyCX for Microsoft Teams Contact Centre

Revolutionise your customer relationships

In an always-connected world, customer expectations have never been higher. Exceed these expectations and revolutionise your customer engagement with the Cytrack CyCX for Microsoft Teams Contact Centre solution.

Eliminate waiting times

Cytrack CyCX for Microsoft Teams uses smart, skills-based call routing to put your customer in touch with the right agent straight away. And with one-click access to experts anywhere in the world, they can put out fires faster.

Improve your sales

Automate simple tasks, make multiple calls at once and eliminate awkward delays when greeting callers. Your agents get more time to focus on what they do best: connecting with customers and maximising revenues.

Act on the facts

Choose from a wide range of customisable formats to access the real-time sales and service data you need to make critical business decisions. Use intelligent bots to monitor service levels and alert you before problems even arise.

Keep getting better and better

Make sure the customer experience keeps improving by using actionable analytics and automated key performance indicator monitoring to enhance your sales and service performance. CyCoach Workforce Optimisation provides agent self-evaluation and feedback features equip your team members with every tool they need to work at their best.

CyCX for Microsoft Teams adds Collaboration and Omnichannel Contact Centre Services

Meet your customers on the channel of their choice

With voice, chat, social media and email functions, Cytrack CyCX for Microsoft Teams omnichannel contact centre lets your business meet your customers wherever they are, and gives your agents a single, unified interface with a holistic view of customers to enable deeper interactions.

Chat – Customers increasingly start their relationship with your business online and it’s a simple next step to just click and chat with a member of your team. CyChat will manage your agent rules and allocations, show chat presence to members of the team and also integrate your communications and history into the agent history, reporting and even add all the history to your CRM.
Social Media – Cytrack’s CySocial message server brings open, rich media chat and messaging capabilities across WhatsApp and Facebook Messenger to provide real-time communication and collaboration.
SMS – Add SMS as a means for your customers to reach you and request customer service, SMS in queue, SMS Call-Me, Telemarketing SMS bulk-out, SMS system alerts for administrators, or SMS to and from your desk to clients, partners and team members.
Web call-back – engage the power of the web and allow customers to join a queue just from your web page, the agent gets a pop of the web page the customer was viewing and the customer get a telephone callback.
Telemarketing & Outbound – Beyond telemarketing with proactive opportunity creation - speak to more customers and prospects with CyCall omnichannel outbound & telemarketing contact centre.
Self-service & IVR – Our CyLive Intelligent IVR solution and design tool allows you to get personal without the person. Sophisticated features with a user configurable interface that uniquely provides an IVR designer tool in a flow chart design.

Managed Microsoft Azure Cloud Services

Focus on your business and we’ll manage your cloud infrastructure.

Hosting your Cytrack communications systems in Microsoft Azure provides the natural cloud benefits such as access to highly secure, scalable, on-demand infrastructure, and the ability to rapidly spin up or scale out services, so you can meet your business requirements faster. As a successful business, you have a lot on your plate; keeping your teams on track, meeting customer demands, and delivering your business products and services to market. Managing your cloud infrastructure is the last thing you should be concerned with.

Cytrack has selected Parallo (a Rhipe company) to manage our Cytrack Microsoft Azure Cloud Platform Management services, this ensures the Cytrack Cloud infrastructure allocated to your business delivers what you need, so you can focus on your priorities - your product and your customers. Parallo understands the complexities inherent in public cloud management, and together we offer a comprehensive managed service to ensure that the use and consumption of your Cytrack Azure service is effectively aligned to your business requirements.

Cytrack customers take advantage of a proactive service that ensures security, performance, availability, cost and compliance are monitored and managed effectively. With 24x7 monitoring Parallo proactively identifies potential issues and takes immediate steps to prevent any service disruptions to your business. And should any issue occur, accelerated fault resolution is taken care of via Parallo’s Microsoft Premier Support agreement.

IT Security

Security and privacy begin with the way data is handled, stored and protected. Cytrack cloud services are hosted in Microsoft Azure and provide the highest level of stringent specifications for securing customer data and information and ensuring customer privacy. Reduce costs and complexity with our highly secure cloud foundation managed by Microsoft including multilayered, built-in security controls and unique threat intelligence from Azure that helps identify and protect against rapidly evolving threats, as well as continuous protection with deeper insights from Microsoft Defender for Cloud.

Take advantage of multi-layered security provided by Microsoft across physical datacenters, infrastructure, and operations in Azure. Gain from the state-of-art security delivered in Azure data centers globally. Rely on a cloud that is built with customized hardware, has security controls integrated into the hardware and firmware components, and added protections against threats such as DDoS. Benefit from a team of more than 3,500 global cybersecurity experts that work together to help safeguard your business assets and data in Azure.

Click here for more details on our IT Security Management

Cytrack Professional Services

Cytrack Professional Services help you optimise your investment, through our portfolio of services, ranging from planning, designing, and implementation to project management, ongoing support, and consulting, Cytrack Professional Services enables you to reduce infrastructure costs while establishing a framework to drive employee efficiency and accelerate business performance.

Consulting services

Cytrack Professional Services is an ongoing resource you can utilise at any point as a Cytrack customer, especially when your company is going through a major change. Our strategic and technical consultants will work closely with you to accelerate ROI and deliver an improved customer experience.

Onboarding and implementation services

Launch your new system to the company with no worries and no downtime to your IT organisation. Our Professional Services consultant will provide end-to-end project management until you successfully deploy the system

Pre-deployment consultations to understand your unique environment
Network readiness assessment to identify your implementation requirements
Hands-on training for administrators and users to ensure smooth onboarding
Your business depends on an efficient and sustainable business communications system. Cytrack provides extensive support to ensure your Cytrack service is evolving with you, and your communications system is leveraging the best practices that drive business success.
Engage with our designated team of cloud-domain experts for proactive network monitoring, premium technical support, delegated administrative maintenance, and more.

Customer Care

Our Customer Care Centre provides real-time updates on the status of your Cytrack service. In the rare case there is an issue, our CyPulse health monitoring services proactively alerts us to the event over a range of issues, and also customers can request assistance and detailed information as soon as they log in to the Cytrack Support portal. The Customer Care Centre also provides various training resources and documentation.

Assigned Technical Specialists and Customer Success Manager professionals to resolve technical issues
Expedited technical support with heightened escalation processes for timely resolutions
Proactive case management, monitoring, and notifications keep you across any issue

Reporting Features
Extension Level ReportingAnalytical information and reporting on extensions
Billing ReportsReports where a charge can be applied to services using the inbuilt powerful tariff manager
Traffic ReportsReports that provide utilisation and performance levels such as answer times, unanswer times, engaged times, etc
Trunk AnalysisReports that enable review of trunk utilisation - do you have too many trunks or not enough
Summary ReportsA range of reports across all types that provide analytical summy of the itemised data, including charge zones, answer times, directory, extension, day etc
Frequency ReportsReports showing the frequency of services by extension, directory options, user, time bands by selection etc
Agent ReportsAdd CyDesk to your solution and report on logged in/out presence and advanced performance analysis
Custom Report GeneratorOur new powerful report generator - select your own columns and summaries, filter data and more - create any report and save for systematic use
Email ReportsAll reports can be set on email subscriptions to be sent on your selected schedules
Dashboard (Extension level historic data)Our web based dashboard provides a range of historical information to your designed dashboard or use one of our templates
Dashboard (PBX ACD Real-Time Information)[2]Our web based dashboard provides a range of real-time ACD statistics such as number of callers in queue, time in queue, abandoned rates and more, design your own or use one of our templates
Desktop Unified Communications
PC-based Call Control[3]Make calls, answer, transfer, hold, and more with software assisted functionality
Presence & Break ManagementGreat for remote working but even when in the office, show other users you are logged in and whether you are busy on a call, on a break or priority work, link CyDesk presence to your calendar for automatic presence updates based on your meetings
Click to dialIntegrate your CRM, Outlook or even inhouse developed application to enable click to dial
Screen PopIntegrate your CRM, Outlook or even inhouse developed application to enable the contact details of your caller to be included in CyDesk and optionally screen pop of the contact record for your agent
Completion Code call taggingAvailable as an option so that the agent categorises each call from a list so that you can deliver advanced reporting on the nature and/or outcome of the calls being received to your business
Account Codes call taggingAvailable as an option so that the agent links each call to an account code so that you can deliver advanced reporting for example maybe on calls taken on behalf of a client, for billing purposes or other
Unified Messaging & Call History viewCyDesks new CySocial messsage feed delivers all the communication media types into the one agent history view, see calls, voice recordings, SMS, WhatsAPP, web chat, IM, web callback and more and click to review the conversation
PC Busy Lamp DisplayShows the logged in, busy, free or presence status of those in your organisation using CyDesk, for standard extensions shows busy/free
Agent to Agent Instant MessagingCyDesk enables you to Instant Message between agents, this is stored in the CyDesk history and logged in CyReport for recall as needed
Hot DeskingCyDesk agents can select their profile but log in via any extension or endpoint for full hot desking
Home/Remote WorkersCyDesk works as a web browser and supports https for secure connection - work from home, a café or in the office
Same Sign-onCyDesk support same sign on and can log you in using your Windows credentials
Outlook contacts integrationConnect CyDesk to Outlook for click to dial and screen pop of your contact records
Outlook Calendar integrationConnect CyDesk to your Office 365 or compatible Exchange server to have CyDesk presence updated automatically by your Calendar using rules and guidelines configured by you
SMS services — Agent to Customer[4]Add CySMS plans for your CyDesk and send and receive SMS messages directly within CyDesk, use the CRM integration to send to contact mobile details directly from CyDesk without needing to open the CRM record. Replies from the contact are sent back to the agent and all conversations are stored in CyReport and available from the CyDesk history feed
CRM Integration[5]CRM Integration - Dynamics CRM, Salesforce, Autotask PSA, GoldMine, Xplan, Maximizer, Netsuite, Outlook, pipedrive, saleslogix, simpro, vertafore and more (check latest integrations on the Cytrack web site)
Cytrack API for custom 3rd party servicesOur powerful API allows 3rd parties to integrate CyDesk services to their CRM or application. Check out our integration pages for the sort of solutions you can create
Compliance, Voice & Interaction Recording
Voice Recording[6][14]Essential for any organisation of any size, call recording provides undisputed facts about telephone calls resulting in more rapid dispute resolution, meet PCI requirements and quality review staff
Voice Recording integrated to call reportingThe most powerful and flexible way to find recordings ever, you can run any of our itemised reports and click and listen to the recording direct from the report, create useful business processes using this feature
Voice Recording manual pause for PCIYou can use the phone handset and enter in digits to pause and resume or better still add CyDesk and pause and resume from the easy to use PC controls in CyDesk
Voice Recording auto-pause for PCI[7]This is our optional auto-pause service that can detect when you change from one application to another on your PC and determine if the call recording should be paused and resumed
Compliance/Audit Reports for PCI[7]We provide a log of who access the voice recordings via the CyReport user security, you can run reports to show access dates and times for auditing
Voice Analytics[4][8]Have your voice records automatically transcribed and report on identified keywords, measure compliance, rate customer sentiment
Interaction (Screen) Recording[14]Record Agents' desktop screen with Cytrack Interaction Recorder for quality management and auditing purposes.
Agent Activity Tracker[9]Track and report on agent desktops from the second they login to their Windows desktop, create white and blacklists of apps that can be and shouldn’t be used, deliver reports on productivity and compliance. Check out the movie on this link
Agent Rating & Quality Assurance[10]CyCoach leverages voice recording to deliver a sophisticated agent evaluation, feedback and training management solution
Customer Satisfaction Reporting[11]CySurvey allows you to design and create your own surveys. With CySurvey you measure your customer's satisfaction with your business and gain the 'voice of the customer'
Contact Centre Features
Administration / Supervisor LicenseThe Call Centre & Reporting administrational and supervisor user interface
Dashboard LicenseOur web based dashboard provides a range of real-time Contact Centre & Business Intelligence statistics such as number of callers in queue, time in queue, abandoned rates and more, design your own or use one of our templates
Contact Centre & Business Intelligence ReportingOur unique business intelligence reporting system provides all your telephony reporting, call centre reporting, voice analytics, voice recording and other modules performance reporting analytics, all in one centralised reporting solution. Over 130 powerful reports in modern web graphical presentation and a powerful report generator enabling you to create your own reports and views
Outbound Call Centre (Preview/Progressive)Click here for a full explanation of the dialing modes
Outbound Call Centre (Predictive/Premptive)Click here for a full explanation of the dialing modes
Campaign ManagerOur Campaign Manager enables you to import the target list for your campaign either via your CRM integration or CSV file, manage the agents who will receive the calls and then view progress and results. Multiple campaigns can be initiated and run at once
Multi-Time zone schedulingThis allows campaigns to be commenced and ended to match your target timezones so you aren't ringing them at the wrong time of day
Answering machine detectionFull answer machine detection and also our special sauce for determining a live caller even on normally difficult to detect mobile phone digitised voice mails
DNC managementDo not Call management is included in CyCall allowing you to clean lists and then mark expiry dates so that the campaign cannot be run beyond those dates
Number quarantine managerManage numbers that must be quarantined and not called on a manual or auto basis
Inbound Contact CentreThe ultimate omnichannel contact centre module that provides a powerful range of modular features and services. Unlimited queues, teams and auto attendants
Skills Based RoutingSkills based routing enables you to quick select which agents are qualified for taking calls for specific skills and also to ensure the calls always go to the agent with the highest skill before widening the net
CRM Lookup RoutingLooks up specific fields in your CRM and then routes the caller into designated queues and teams - send your important callers to the Gold queue ! Send those who havent paid to Accounts !
Multi-Time zone schedulingThis allows queues to be activated and turned off according to your preference, match with overflows to provide designated paths and options for callers after hours
Intelligent Overflow & EscalationPowerful options so you can re-direct callers when certain conditons are met such as time in queue, agent availability, time of day and more - route to callback-inqueue, other teams, voice mail, off premise and more
Intelligent Call RoutingBeyond ACD with intelligent call routing where omnichannel messages of all modalities can be routed via a powerful range of call distribution modes and business process rules also considering agent presence and availability, skills routing and CRM lookup and overflow rules
Omnichannel Features
Web Chat ServicesOur inbuilt web chat omnichannel service
Omnichannel - call-back in queue servicesGive callers the option to hang up and you call them back - they can leave a message and enter their return number or just detect the caller number automatically and make sure you ring back all abandoned callers
Omnichannel - SMS inbound routing[4]Add SMS as an option for your customers to contact your team, route SMS messages inbound to the right people- combine with AI for advanced services
Omnichannel - WhatsApp integration[4][12]Add WhatsApp as an option for your customers to contact your team, route messages inbound to the right people- combine with AI for advanced services
Omnichannel - Facebook Messenger integration[4][12]Add FB Messenger as an option for your customers to contact your team, route messages inbound to the right people- combine with AI for advanced services
Omnichannel - email queue servicesPick up emails to designated email inboxes and automatically route the emails to the right people. Determine how long your team take to respond to emails and ensure the work is spread to the whole team and not dependant on one person checking the email inbox
Omnichannel - web call-back servicesProvide a callme button on your web page and allow callers to enter their details and be put into the queue just as if they had called in, then when the agent gets the call they can see the web page that was viewed and have the caller auto-dialled
Omnichannel - Business Process/Task Integration[13]Our BP integration tool can take any programmable workflow and route and deliver it to your agent team, this tool is for sophisticated inhouse developed processes and applications that you wish to be managed within our deep and complete business processing rules and flows
Omnichannel - Unified Messaging CentreDeliver all media and messaging into the CyDesk history view centrally.CyChat, CySMS, CyDesk IM, CyRecord analytics and transcripts of calls, WhatsApp, Facebook and more are centralised in the agent history view and then click on your message centre in CyDesk to view past conversations on any media from you or any of the team with that customer across all media channels
Advanced Features
Agent Script Service[13]Build scripts to be popped to your agents, whether inbound or outbound, with option trees and suggested dialogues to guide the agents
Workforce Management[13]Match staffing levels to workload with forecasts, intelligent real time monitoring and reporting
Intelligent IVR & Self Service[13]The Cytrack integrated true IVR, it’s a rapid development tool that allows the creation of any work-flow or self service delivery, including requirements such as pin code entry membership lines, payment on line and more.
Voice Cognitive Services - Speech Recognition[4][13]Convert audio to text, perform speech translation and text-to-speech with Cytrack Speech Cognitive Services
AI - Artifical Intelligence[4][13]CyCX AI enables you to deliver conversational IVRs and bots that work across web and mobile chat, SMS, WhatsApp, and your CyCX omnichannel contact center.
Web Connect - Routing & Web Analytics [4][13]Web Connect - Linking your web pages and call centre together for smart routing, agent enhanced information on the caller & web ad analytics