Cytrack IP Office Contact and Call Centre

CyTrack's IP Office CyCC Contact Centre solution is the contact centre solution of choice for the medium and larger contact centre on IP Office. CyTrack brings together all four important product groups of CyTrack combining Unified Communications , Business Intelligence and Business Process Automation into a powerful IP Office Contact Centre solution.

Whether you are a team as little as 2 people or a large enterprise group of many hundreds, whether you are in one location or connected in many different geographical zones or simply remote workers, the CyTrack IP Office Contact Centre solution will create new efficiencies, cut costs and improve customer service for your business.

CyTrack can talk to your customer database or CRM (customer relationship management system) and even integrate with your social media to let you know who your customers are and how they wish to be serviced, it manages your customers requests via routing to the most appropriate people on your organisation and handles all communications in the way that your customer most prefers to communicate with you, whether that be by telephone, email, fax, SMS, web chat, web site callback, callback in queue, or proactive outbound tele-marketing and customer call-backs.

Cytrack IP Office Contact and Call Centre Features

Workflow Engine

Set the rules and best practices and let the Cytrack IP Office contact and call centre do the rest. Skills based routing, powerful overflow rules, automated options for callers

Business Process Automation

Powerful rules and workflows together with the the Cytrack IP Office contact and call centre software integration & API Kits enable tight integration to your business processes and technologies

Call-Flow Designer

Designs the call flows for your business, ensuring your new solution is configured and deployed rapidly in the most accurate and efficient manner

Software Integration Kits

Ask Telefonix for more details on our Software Integration Kits & API’s, you can embed our controls into your own app and talk directly to our reporting engine and dashboards

Multi-Media Communication

Let customers communicate how they want, the Cytrack IP Office contact and call centre will manage emails, faxes, SMS, web call back, call-back in queue, Web chat and more

Customer Self Service

Customers love choices and helping themselves. Customer Facing Self Service Automation (CFSSA) reduces bottom line costs and delivers new and unique services

CyTrack Contact Centre Solutions

Powerful & affordable Inbound Contact Centre technology with Multi-Media and Social Media add-on Modules that can be designed for any sized business

CyDesk

Our desktop Unified Communications application for your team, which enables click to dial, screen pops, integration to your CRM or database, presence and communications management

Business Intelligence Reporting

Smart Dashboards, Web browser Reporting, automated emailing of reports. Powerful filters and over 150 reports covering traffic analysis, grade of service, agents performance and more

Outbound & Tele-Marketing

Whether you have part-time or full-time need for an Outbound Call environment, the Cytrack IP Office contact and call centre offers preview, progressive & pre-emptive modes to suite your requirements and budget

Social Media Integration

Twitter and Facebook are increasingly becoming part of the commercial landscape and businesses need ways to manage staff and meet their services quality levels - add the Cytrack IP Office contact and call centre to manage your customers Social Media dialogue with you

IVR Automated Response

Offer your customers automated services on-line via telephone 24 hours a day, without operator involvement taking care of transactions and services that do not require personal interaction

Voice Recording

For many businesses recording telephone calls is a necessity - Record All, On Demand or Random, integrated with the Cytrack IP Office contact and call centre can also store the recordings in your CRM

Web Chat

Provide your customers with instant outstanding service by enabling web chat in your business. Link your web site to your sales and service teams for efficient communications

Customer Service Survey Tool

The CyTrack customer service tool to pursue the Net Promoter Score (NPS) methodologies and translate your customer experience into profitable growth.

Cloud Agnostic

Everyone is talking about the Cloud, but what suits you? The Cytrack IP Office contact and call centre is cloud agnostic and supports local, hybrid or cloud.

Next Steps:

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