CyDesk for Microsoft Teams allows agents to access the caller's detail immediately, enabling them to answer with a warmer, more professional welcome. By integrating into your Customer Relationship Manager (CRM) or database, calls are automatically matched with contacts in your system and the customers information is presented in a screen-pop right on the agents desktop.
When used in conjunction with Outlook, CRM or a database, previous calls are logged and all the customer history (including recorded calls where applicable) are easily accessible at the click of a button.
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.
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
Dashboard (PBX ACD Real-Time Information)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 ControlMake 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 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 CustomerAdd 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 IntegrationCRM 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 RecordingEssential 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 PCIThis 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 PCIWe 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 AnalyticsHave your voice records automatically transcribed and report on identified keywords, measure compliance, rate customer sentiment
Agent Activity TrackerTrack 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
Customer Satisfaction ReportingCySurvey 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'
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
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
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 - 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 routingAdd 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 integrationAdd 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 - 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 IntegrationOur 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
Agent Script ServiceBuild scripts to be popped to your agents, whether inbound or outbound, with option trees and suggested dialogues to guide the agents
Workforce ManagementMatch staffing levels to workload with forecasts, intelligent real time monitoring and reporting
Intelligent IVR & Self ServiceThe 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.