CyDesk is a browser-based Unified Communications desktop that consolidates full telephony controls, presence management, CRM integration (including screen-pop), and business data into a single interface for agents and supervisors.
CyDesk can be deployed as a standalone solution or serve as the integrated core agent interface for CyCX (our AI-enabled omnichannel contact centre) and CyCall (our outbound contact centre solution).
Problems CyDesk Solves
Agents juggling separate telephony tools and CRM windows, slowing them down. Manual dialling, lack of caller context, and delayed follow-ups degrading the customer experience.
Supervisors struggling to effectively monitor agent status, call history, or queue activity remotely.
Organisations finding that disparate systems hamper unified reporting, presence visibility, and efficient queue handling.
CyDesk is for organisations of any size looking to enhance agent desktop efficiency, improve customer-facing responsiveness, integrate telephony with CRM/business systems, and provide supervisors with real-time visibility.
Key benefits
- Agents work more productively with click-to-dial, screen-pop of caller details and full call control in one window.
- Reduced training and fewer errors when telephony functions and business data live together.
- Supervisors gain real-time presence, queue logs and call history access from anywhere.
- Seamless integration with existing investments (CRM, database, Outlook) avoids costly re-builds.
Key Features
| Feature Name | Description | Benefit for User |
| Click-to-Dial & Screen-Pop | Directly dial phone numbers from Outlook, CRM, or any Windows app; incoming calls automatically bring caller details into view. | Agents respond faster, personalise the greeting, and reduce manual entry errors. |
| Browser-based Desktop (No Install) | Runs fully in a supported web browser (PC or Mac), no software install required. | Easier rollout, minimal IT overhead and agents can log in from any location. |
| Presence & Status Management | Agents set availability, breaks, and view colleague statuses; supervisors can monitor user states. | Teams operate more transparently; supervisors can act quickly when team availability shifts. |
| Unified Call Control | Full telephony control built into the desktop UI, including answer, hold, transfer, park and conferencing. | Simplifies handling complex call flows, reduces wasted transfers and improves caller experience. |
| Call History & Shared Agent Logs | View inbound, outbound and missed calls; optionally view other agents’ call logs if permissioned. | Supervisors and agents gain full visibility of activity, enabling better follow-up and coaching. |
| CRM & Application Integration | Integrates with Outlook, Microsoft Dynamics, Salesforce and other databases for call logging, screen-pop and context. | Protects past tech investment and ensures a unified customer view across systems. |
| Supervisor Dashboard & Remote Monitoring | Supervisors can log in remotely to monitor teams, review call records and evaluate performance. | Enables effective remote supervision, coaching and quality assurance in distributed teams. |
| Scalable for Large Teams | Designed to scale to thousands of users with modern web architecture. | Suitable for enterprise environments and growing teams without major architecture changes. |
| Enterprise-Compliance & Modular Add-ons | Optional call-recording, reporting tools and PCI-DSS compliant modules can be added. | Supports regulated industries, quality assurance and layered functionality growth. |
CRM and Database Integration
CyDesk works standalone or integrates with existing technology investments, including Customer Relationship Management systems (CRM), databases, Outlook, Access and many other Windows-based applications.
Integration enables efficient customer lifecycle engagement and tracking from marketing through to servicing.
Build an Easily Accessible History of Customer Conversations
Successful omni-channel approaches, tracking customer conversations across different platforms is essential. By integrating CyDesk directly into your CRM, customer service agents automatically access an invaluable record of all previous interactions.
Link Your Most Important Business Tools
CyDesk integrates standard telephone controls, CRM, applications and business processes directly onto your desktop, enhancing customer experience and saving valuable time on each call.
Who Is Busy, Who Is Free? Easily Identify Individual User Status
Users can quickly update their status to any administratorpredefined option. This allows staff to identify colleague status, duration of absence, and enables supervisors to monitor efficient time usage.
If a user wishes to contact an unavailable colleague, they can easily message them or set alerts to identify when that user becomes available.
Screen-Pop with Caller Details
CyDesk allows agents to access caller details immediately, enabling warmer, more professional welcomes.
By integrating with your Customer Relationship Manager (CRM) or database, calls automatically match contacts in your system and present customer information in a screenpop directly on the agent’s desktop.
Call Control from Your Desktop
Calls can be answered, held and transferred with a button click. Agents can select from various transfer options; they can SMS or instant message colleagues or have CyDesk alert them when busy users become available.
CyDesk enables click-to-dial from Outlook, CRM, databases or anywhere in Windows.
This intuitive, flexible system ensures an efficient, costeffective platform for your organisation whilst providing the highest quality customer experience.
Powerful supervisor monitoring tools
Due to flexible web-based architecture, supervisors can log in and monitor teams from anywhere using powerful tools integrated into CyDesk.
Supervisors can view logs of all calls made or received by each agent, and when used with CyRecord, individual calls can be played back at the click of a button.
CyRecord™ Call Recording and Reporting with PCI DSS Compliance
Essential for any organisation, call recording provides undisputed call facts, resulting in more rapid dispute resolution.
CyRecord also allows customer service monitoring and improvement through listening, training and compliance with regulatory body requirements.
- Ensure compliance with regulatory bodies.
- Prove adherence to the business requirements of your clients.
- Improve staff capability through listening and performance review.
- Improve service delivery through accurate recording of the facts.
- Resolve 'who said what' disputes quickly and without concession.
- Pinpoint top performers skills to help less successful colleagues.