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We understand have experienced that the needs of the public sector can be very different from enterprise. Internal governance, published mandates, technology partnerships and established platforms have all been key factors for our Government clients directions and decisions.
Our stand-alone, modular or all-in-one solution suite offers great flexibility and options for our Government clients. Especially as our products are platform agnostic, we work with the platforms you have now and give you choices for the future as your needs and technology bases change.
As well as our telephony apps, consider Contact Centre solutions for your business challenges and needs … there remains a misconception that contact centre technology is only applicable to call centres, which simply isn’t the case. The technologies, methodologies and managed approaches pioneered by call centres are now implemented in all smart businesses to boost customer experience. Every customer-facing employee should be considered part of your ‘virtual contact centre’ team.
Unified Communications & CTI
Reporting, Dashboards & analytics
Voice & Screen recording
Omnichannel Contact Centre
Telemarketing & Pro-active engagement
IVR & Self Service
Speech Cognitive Services & AI
Web Chat Messaging
Customer Satisfaction & Survey
Evaluation & Assessment
Live Chat AI
Social Media integration
CyCX Web Connect
Is our desktop unified communications, CRM integration tool and agent cockpit. We recommend CyDesk as this is where we collect information from the user such as presence, work types, breaks, completion codes, controlling voice recording and more.
This is our business intelligence reporting module which includes over 130 prepared reports, as well as a powerful configurable browser based dashboard for analytics and alerts. As a base CyReport will collect data from your communications platform and provide call statistics and more, but start adding some of the other modules below to enhance your view beyond just the phone data.
We integrate CyRecord screen and voice recording to our CyReport solution for enhanced search and reporting on all your business communications. Regulation compliance is an important requirement for many businesses and adherence review starts with CyRecord.
For the ultimate in compliance management, Speech Analytics delivers the results where analysts can inspect calls at scale with previously unattainable granularity and visualize those results using our reporting tools. Transcript calls in their entirety on the fly, create lists of words to auto cross reference and categorise all your call recordings, measure sentiment and more.
Is our omnichannel contact centre solution. CyCX Connect is where the customer experience technology really gets teeth to take your business to the next level. CyCX Connect provides a platform to build more analytical touch points where we can manage and assess the business through 360 degrees. Customers using the AI may well end up wanting to speak to a live agent and this may be via chat or phone.
Our outbound contact centre manager, outbound/inbound call blending, predictive dialling, campaign list management and optimisation—are now being used in smart ways to provide pro-active creative and exceptional customer experience services. CRM integration is a key component to deliver these services.
Our powerful solution adding a range of important technologies to the business, including voice recognition, speech cognitive services, artificial intelligence and more. CRM integration where the smart services can leverage customer details and preferences are crucial to bring this level of customer experience to the forefront.
Text to Speech provides natural voice to your services that speak to users naturally with the Text to Speech service. Real-time speech translation capabilities are available for any of the supported languages and receive either a text or speech translation back. Speech translation models are based on leading-edge speech recognition and neural machine translation (NMT) technologies. They’re optimised to understand the way people speak in real life and generate translations of exceptional quality.
Adds SMS Messaging to your contact centre omnichannel experience – easily send SMS directly from your PC using CyDesk, reach all your clients with SMS marketing mail-outs directly from your database or CRM. Create Auto-Callbacks from SMS responses, route SMS replies and requests to service & sales staff according to skills, using our skills based routing functionality.
Adds Web Chat Messaging. Chat is fast becoming a channel of choice for customer service and is the perfect complement to our CyCX Connect Omnichannel Contact Centre solution.
Our staff training and evaluation application leverages your voice recording to provide a process for creating assessment and questionnaires, then reviewing, assessing and delivering feedback to key customer experience staff.
Our innovative virtual agent, chatbot, live chat and knowledge management solutions empower organisations to provide consistent, accurate, personalised and seamless omnichannel engagement. Leverage your knowledge base by combing with our CyLive AI Speech Cognitive Services and your AI is now available from your IVR and your customers can use speech to navigate and find information they require in your self service process.
Social Media integration – The multi-channel Contact Centre strategy MUST now include Social Media in its vision.
Improve your service levels and reducing staffing costs by closely matching staffing levels to workload with accurate forecasts, intelligent real-time monitoring & reporting.
Monitors the performance and status of the Cytrack software applications being used for your business. CyPulse is delivered to provide status and alert information so support services can proactively identify the problems related to the application performance.
This will place your organisation at the cutting edge of world-class customer experience by combining web behaviour with your communications. There are 3 main elements — Superior Call Routing, Real-time Web-Behaviour Call Info, and Call Tracking Information Combined With Web Analytics