Contact Centre

Contact centre technology isn’t only for call centres. The technologies, methodologies and managed approaches pioneered by call centres are now being implemented in all types of businesses to boost customer experience.

The uptake of Contact Centre technology is now a mainstream business tool yet despite the importance of customer experience to a business’s bottom line, this technology still remains largely untapped. Every customer-facing employee is considered part of your ‘virtual contact centre’.

The base components of a call centre are a smart routing callflow engine, reporting and dashboards and agent presence and call control. After that is it about just inbound call routing or outbound telemarketing – or both blended?

Contact Centres today can get as automated and smart as you need (and you can review the nest steps on the ‘Customer Experience Journey’ to check them all out) but some of our customers want to start somewhere simple and that’s where this page is designed to help. If you want to get to the next stage then also check out the Omni Channel Contact Centre where we then add other communication media channels to our call centre – its not just the telephone anymore people want to communicate via SMS, Web Chat and the list keeps growing!

The uptake of Contact Centre technology is now a mainstream business tool yet despite the importance of customer experience to a business’s bottom line, this technology still remains largely untapped. Every customer-facing employee is considered part of your ‘virtual contact centre’.

Suggested modules and summary briefs…

 

CyReport 

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.

Learn more about CyReport

CyDesk 

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,

Learn more about CyDesk

CyRecord 

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.

Learn more about CyRecord

CyCX

Is our omni channel contact centre solution.  CyCX is where the customer experience technology really gets teeth to take your business to the next level.  CyCX provides a platform to build more analytical touch points where we can manage and assess the business through 360 degrees.

Learn more about CyCX

CyCall

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.

Learn more about CyCall

CySurvey

Our survey and customer satisfaction management application.  Read more on CySurvey and how important measuring customer satisfaction is to your business

Learn more about CySurvey

CyCoach 

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.

Learn more about CyCoach

CyLive

Our powerful solution adding a range of important technologies to the business, including self service, 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./span>

Learn more about CyLive

CyCX Workforce Management

Improve your service levels and reducing staffing costs by closely matching staffing levels to workload with accurate forecasts, intelligent real-time monitoring & reporting. 

Learn more about CyCX WFM

CyPulse

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.

Learn more about CyPulse

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