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The evolution of the outbound contact centre, CyCall is a blended environment to connect your team with more people and create more opportunities. An affordable and professional telemarketing outbound contact centre management and reporting system which can be used to increase revenue opportunities or to simply stay in touch with your customers.
In preview mode, the system will pop the next selected target details up allowing the agent to view pertinent details. CyCall then dials the number when the agent clicks 'ready'. When finished the agent can complete any wrap-up details and then clicks 'ready' for the next target screen pop and 'ready' to dial the number - the cycle is repeated. In this mode the agent controls the pace of each next call.
In Progressive mode the call centre manager enters a wrap up time that allows the agent to complete details after the call - then the next target is popped to the agent and the number is dialled. When the call is completed the agent has the set time to complete details before the next target is popped and the number dialled. In this mode the administrator is enforcing a pace between each call.
Many people confuse a pre-emptive dialler with a 'predictive dialler' when they ask for this type of functionality.
A pre-emptive dialler is preferred by many customers because it provides many of the productive features of a predictive dialler but can be run with less agents. The customer can also control the out-dial patterns and ratios specifically to their preference, and calls are only made when agents are already available.
A predictive dialler however calculates this process using automatic algorithms. If you don't have enough agents and/or reasonably high level call volumes then a pre-emptive dialler may be more suitable.
The CyCall pre-emptive dialling module auto-dials the campaign numbers as agents become available and determines whether they are a 'positive' connection (answered by a person) or 'unpositive' (an answering machine, fax, or modem). Positive Connections are immediately transferred to an agent.
The management interface allows for configuration of ratios of agent to callout patterns and agent availability.
The CyTrack predictive dialler is suited for outbound contact centres of more than 10 agents and for aggressive telemarketing. A predictive dialler works by an advanced call-pacing algorithm that places calls from a list.
The predictive dialler's aim is to ensure a call is ready with a reached contact as the agent becomes available. Unlike pre-emptive, which waits to dial when agents are available, the predictive dialler is calculating when to start dialling for the next contact based on a prediction of when the next agent will be available and the time and number of calls it may take to get that next contact. The predictive dialler maximises the use of the agents and the contact list.
The predictive dialler uses a very specialised and complex algorithm by measuring and automatically adjusting its process to be the most efficient, including considerations such as below:
CyCall can talk to your customer database or Customer Relationship Management (CRM) system. CyCall connects to most popular systems right out of the box, including Microsoft Dynamics, Salesforce, SalesLogix, GoldMine, Broadsoft, Maximizer, ACT! and many more.
If you have developed your own CRM or customer service solution, we can work with that too. Our software kits & API's enable you to talk with us and set up your own click to dial, screen pops, storage of key details about the call, voice recordings and more.
Use your CRM or spreadsheet to create segmented lists, which can then be imported into a CyCall campaign.
CyCall campaigns offer a flexible system that can be configured to your requirements, assigned to specific teams and scheduled to call at the most successful times.
In general, washed lists can only be relied upon for 30 days, which is why CyCall allows you to assign expiry dates on your imported lists to ensure compliance.
Exporting post campaign data from CyCall and analysing the results is an excellent way to re-segment and create new campaigns, maximising your efficiency and effectiveness.
Choose to automatically reschedule all unconnected calls, or have agents manually reschedule via a built-in calendar.
If an agent is unexpectedly unavailable, CyCall can reassign the missing agent's calls according to your preferences.
CyDesk is a powerful desktop call control tool integrated into CyCall. Users can quickly and easily update their availability status to any one of the options predefined by the administrator. CyDesk also 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.
CyDesk allow 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 customers 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.
Due to the flexible web based architecture, 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.
Calls can be answered, put on hold and transferred with the click of a button. Agents can select from a range of transfer options; they can SMS or instant message colleagues or have CyDesk alert them once a busy user is made available.
This intuitive and flexible system ensures an efficient and cost effective platform for your organisation, whilst providing the highest quality customer experience.
CyReport is integrated into CyCall and offers powerful reporting tools for system performance, service levels, grades of service and team evaluation. Because what gets measured, gets managed.
We understand that you have made significant investments into your business intelligence and communication systems which is why our award winning solutions seamlessly integrate into your existing technology. If you have developed your own CRM or customer service solution we can work with that too, check out our Software Kits & API's that enable you to talk with us.
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CyTrack products are 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 customer experience technology experts are available to answer your questions and help you find the right configuration for your business.
The blended call centre environment offers advantages in operational effectiveness including improving productivity and offering a consistent level of service to customers, allowing the company to be more proactive in building customer relationships.
To be successful today you must respond to your customers across a broad range of interaction channels. Customers want you to respond immediately, accurately, in the manner they choose and they expect you to have their details already to hand.
CyCX Connect goes far beyond traditional ACD systems, providing an array of inbound communication channels such as voice; SMS; email; fax; web-chat; web-call-back; call-back-in-queue and social media connections, meaning you can connect with your customers on any level.
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.