Contact Centre as a Service customer experience technology

Powered by CyTrack + Telephony In The Cloud

CyCX Connect Cloud-Based Contact Centre

Our CyCX Connect™ all-in-one solution provides the power and the flexibility of Cloud Telephony integrated with Contact Centre as a Service .

This great business communication solution is brought together to ensure productive, collaborative sessions which goes beyond traditional ACD systems. Together they provide an array of communication channels including Voice, SMS, Email, Fax, Web Chat, Web Call-back, Call back in Queue and Social Media connections, meaning you can connect on any level.

Evolve CX Solutions' cloud-based subscription service means no expensive capital outlay, so you can stay competitive and relevant in today's fast-moving technology-driven world.

Whether you are a team of just two, a large enterprise group, in one office, in various geographical locations or utilising remote workers, with Evolve CX Solutions you can now offer the key requirements for successful and modern customer experience.

Transform your business

Evolve CX Solutions is an affordable subscription based Contact Centre & Telephony as a Service allowing you to instantly transform your business, simplify your infrastructure and boost your customer experience to new levels.

True omni-channel communications.
Incoming calls prompt automatic screen-pop with caller's details.
Click-to-dial from Outlook, CRM, database or anywhere in Windows.
Ensure calls are directed to the best person for the job.
Users can set their availability and easily identify the status of other users.
Integrates with your current CRM and applications.
Powerful business intelligence and reporting tools
No expensive capital outlay.
No need for traditional PBX hardware.

Make it easy for your customers to communicate however they want, wherever they are

Being a truly omni-channel, Evolve CX Solutions enables your business to respond quickly and professionally to your customers across a broad range of channels.

Update availability status

Users can quickly and easily update their status to any one of the options pre-defined by the administrator. CyDesk displays the status of other users and how long they have been away.

If a user wishes to contact another user who is currently unavailable, they can message them or even set an alert to identify when that user becomes available.

Screen-pop with caller's details

CyDesk allows agents to access the caller's detail immediately, enabling them to answer with a warmer, more professional welcome. By integrating into your Customer Relationship Manager (CRM) or database, calls are automatically matched with contacts in your system and the customer's information is presented in a screen-pop right on the agents desktop.

When used in conjunction with Outlook, CRM or a database, previous calls are logged and all the customer history (including recorded calls where applicable) are easily accessible at the click of a button.

No expensive capital outlay

Evolve CX Solutions works with cloud-based telephony, bringing the power of omni- channel communications within the reach of every business. By operating your telephone system in the cloud via our Contact Centre as a Service, you can eliminate the need for traditional PBX hardware, along with the associated maintenance costs.

Evolve CX Solutions is available on a subscription basis (SaaS) because we believe in maximising flexibility and minimising your costs.

Easily transition from your old system to Evolve CX Solutions and benefit from advanced voice features. Instantly transform basic calls into productive, collaborative sessions to boost your business efficiencies and redefine your customer experience.

A modular suite of customer experience applications to suite your business

The CyTrack Evolve CX Solutions is a modular range of customer experience applications enabling you to pick and choose what works for you. These can be delivered individually or integrated together for a complete business solution.

Our CX technology experts are available to answer your questions and help you find the right configuration for your business.

Measure your key business metrics

CyReport is integrated into Evolve CX Solutions and offers powerful reporting tools for system performance, service levels, grades of service and team evaluation. Because what gets measured, gets managed.

Measure staff efficiency to improve productivity & customer service
Automatic Scheduling of reports to print, email or file (CSV, PDF, Excel)
Multi-user and multi-site support
Account Code tracking for project/Item Billing
SQL database architecture & SQL Reporting Services reports architecture
Powerful Carrier Tariff interface
Directory and Information Services

Contact centre technology isn't only for call centres

Many successful small to medium sized businesses are now utilising affordable omni-channel contact centre technology to offer a more streamlined and enjoyable customer experience. The technologies, methodologies and managed approaches pioneered by call centres are now available to all businesses.

Every customer-facing employee is considered part of your 'virtual contact centre.

Contact centres are no longer formalised banks of agents. The difference between a receptionist and a single-agent contact centre is the technology offering overflow routing, intelligent queues, and even self-help options.

Integrates with your current technology

You may have already made significant investments into your systems, which is why CyTrack solutions are designed to seamlessly integrate into your existing technology. By integrating into your Outlook, CRM or database, Evolve CX Solutions will allow calls to be automatically matched with contacts and the caller's information is presented in a screen-pop right on the users computer desktop.

Microsoft Access

act!

Microsoft Active Directory

Asterisk

Autotask

Avaya

Microsoft Azure

Broadsoft

Google Chrome

Cisco

Digium

Microsoft Dynamics

Microsoft Edge

Ericsson LG

Microsoft Exchange

Facebook

Goldmine

HEAT Software

Iress Xplan

Microsoft Lync

Maximizer CRM

Microsoft

Mitel

Microsoft SQL Server

MYOB

NEC

Netsuite

Microsoft Office

Microsoft Outlook

Panasonic

Pipedrive

Salesforce

Saleslogix

Samsung

Siemens

simPRO

Skype for Business

Sugar CRM

Twitter

Vertafore

ZOHO

Powerful supervisor monitoring tools

Due to the flexible web based architecture of our Contact Centre as a Service, supervisors can log in and monitor their teams from anywhere using the powerful tools integrated into CyDesk.

Supervisors can see a log of all the calls made or taken by each agent and when used in conjunction with CyRecord, individual calls can be played back at the click of a button.

Add CyRecord™ call recording and reporting with PCI DSS compliance

Essential for any organisation, call recording provides undisputed facts about calls, resulting in more rapid dispute resolution.

CyRecord also allows you to monitor and improve your customer service through listening, training and compliance with the requirements of regulatory bodies.

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.

Take it to the next level...

Evolve CX Solutions is a highly flexible Contact Centre & Telephony as a Service and the following applications are all available as additional options. Contact us today and we'll be more than happy to discuss your requirements and find a solution that fits your business.

CyCoach Build skills, confidence and performance of your team.

CyCall Boost your outbound capability and create more opportunities.

CyLive Powerful Interactive Voice Response (IVR) for customer self service.

CyChat Web chat service solution to provide your customers with superlative service.

CySocial Social Media integration, queue priority & Overflow Management.

CySurvey Create surveys to measure your customer's satisfaction.

CySMS Communicate with your partners, clients and customers via SMS.

Evolve CX Solutions

Your all-in-one telephony and contact centre as a cloud-based subscription service.