Recording & Compliance
Capture every conversation with confidence. Cytrack delivers compliance-grade voice and screen recording across your entire communications environment, with AI-powered insights that turn recordings from an obligation into a competitive advantage.
Compliance-Grade Voice & Screen Recording
Meet your regulatory obligations without compromise. Capture voice and screen activity across agent interactions with audit trail, tamper-evident storage, and retrieval controls built for demanding compliance environments, including financial services, healthcare, government, and beyond.
- Continuous or on-demand recording across all channels
- Tamper-evident storage with full chain of custody
- Configurable retention policies and secure archiving
- Supports PCI DSS pause/resume for payment handling
Quality Assurance & Call Evaluation
Move beyond random spot-checking. Structured QA workflows help supervisors evaluate interactions consistently, identify coaching opportunities, and maintain service standards across every agent and every shift.
- Customisable evaluation forms and scoring templates
- Calibration tools to align assessors across teams
- Agent self-assessment and coaching workflows
- QA trend reporting linked directly to performance data
Live Monitoring & Supervisor Control
Stay close to what is happening on the floor in real time. Give supervisors the visibility to listen, guide, and intervene when it matters, without disrupting the customer experience.
- Silent listen, coach and barge-in controls, PBX dependent
- Real-time agent activity and call status monitoring
- Escalation triggers and alert thresholds
- Works natively within Microsoft Teams environments
AI-Powered Speech Analytics
Your recordings hold more insight than you are currently using. AI transcription and speech analytics surface patterns, flag risk, and identify opportunities automatically, turning hours of audio into actionable intelligence.
- Automated transcription with speaker identification
- Keyword and phrase detection for compliance and QA triggers
- Sentiment and emotion scoring across every call
- Topic and trend analysis
Sentiment Analysis & Customer Satisfaction
Understand how customers really feel, not just what they said. AI-driven sentiment analysis runs across recorded interactions, giving you a continuous, unbiased signal on customer experience that post-call surveys alone can never provide.
- Real-time sentiment scoring during and after calls
- CSAT smart customer survey designer and delivery
- Agent-level and team-level sentiment trending
- Feeds directly into CyReport dashboards and AI insights
Dispute Resolution & Evidence Management
When a customer dispute arises, response time and accuracy matter. Retrieval and search tools help compliance and operations teams locate, package, and present recordings quickly, reducing exposure and resolution time.
- Fast search and retrieval by agent, date, number, or keyword
- Export and packaging tools for legal and compliance teams
- Role-based access controls for sensitive recordings
- Integration with case management and CRM systems
Flexible Deployment — Your Data, Your Control
Run your recording and compliance environment where your business needs it. Whether you require data sovereignty, private cloud isolation, or seamless Azure integration, Cytrack adapts to your environment rather than forcing you into someone else's infrastructure.
- Microsoft Azure, private cloud, or on-premise deployment
- Data residency controls for government and regulated industries
- Native Microsoft Teams recording support