Compliance-Grade Voice & Screen Recording
Capture voice and screen activity across agent interactions with audit trail, tamper-evident storage, and retrieval controls built for demanding compliance environments.
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.
Quality Assurance & Call Evaluation
Structured QA workflows help supervisors evaluate interactions consistently, identify coaching opportunities, and maintain service standards across every agent and every shift.
AI-Powered Speech Analytics
AI transcription and speech analytics surface patterns, flag risk, and identify opportunities automatically, turning hours of audio into actionable intelligence.
Compliance Foundation
Meet regulatory obligations without compromise.
Capture, protect and retrieve interaction records with controls designed for financial services, healthcare, government and other compliance-sensitive environments.
Continuous or on-demand recording
Record across channels and teams with controls that match your compliance requirements and operational model.
Tamper-evident storage
Maintain full chain of custody with secure storage and audit trails that support compliance and evidence management.
Retention and secure archiving
Configure retention policies and archive recordings securely for retrieval, review, reporting and dispute handling.
PCI DSS pause/resume
Support payment handling workflows with pause/resume controls that help protect sensitive card data.
Quality Assurance
Move beyond random spot-checking.
Cytrack gives supervisors structured QA workflows to evaluate interactions consistently, identify coaching opportunities, and maintain service standards across every agent and every shift.
Call Evaluation & Coaching
- Customisable evaluation forms: Create scoring templates that reflect your service standards and compliance needs.
- Calibration tools: Align assessors across teams so evaluations stay fair, consistent and comparable.
- Agent self-assessment: Support coaching workflows that help agents reflect, improve and take ownership.
- QA trend reporting: Link evaluation data directly to broader performance and service reporting.
Live Monitoring & Insight
See what is happening, then turn recordings into intelligence.
Supervisors can listen, guide and intervene in real time, while AI-powered analytics turn recorded interactions into searchable, measurable insight.
Live Monitoring & Supervisor Control
- Silent listen, coach and barge-in: Give supervisors intervention controls where supported by the PBX.
- Real-time activity visibility: Monitor agent activity and call status as interactions unfold.
- Escalation triggers: Use alerts and thresholds to surface issues before they become bigger problems.
- Microsoft Teams support: Work natively within Microsoft Teams environments.
AI-Powered Speech Analytics
- Automated transcription: Convert calls into searchable text with speaker identification.
- Keyword and phrase detection: Flag compliance, risk and QA triggers automatically.
- Sentiment and emotion scoring: Measure emotional signals across recorded interactions.
- Topic and trend analysis: Surface recurring themes and operational patterns from call content.
Sentiment Analysis & Customer Satisfaction
- Real-time sentiment scoring: Analyse sentiment during and after calls.
- CSAT survey delivery: Design and deliver smart customer surveys.
- Agent and team trends: Track sentiment performance across agents and teams.
- CyReport integration: Feed sentiment and satisfaction signals into dashboards and AI insights.
Dispute Resolution & Evidence Management
- Fast search and retrieval: Locate recordings by agent, date, number or keyword.
- Export and packaging tools: Prepare recordings for legal, compliance and operational teams.
- Role-based access: Protect sensitive recordings with access controls.
- Case and CRM integration: Connect recordings to relevant customer records and dispute workflows.
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
Compliance-Ready Interaction Intelligence
Turn every recorded interaction into governed, searchable insight.
Cytrack brings recording, monitoring, QA, speech analytics, sentiment, evidence management and deployment control together for organisations where customer conversations must be captured with confidence.