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CRM Integration for Microsoft Teams

  • Incoming calls prompt automatic screen-pop with caller's details
  • Click-to-dial from Outlook, CRM, database or anywhere in Windows
  • Store call history and voice recordings under the CRM contact record
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CRM Integration

CyDesk for Microsoft Teams

Add 'CyDesk for Microsoft Teams' for CRM integration call and screen recording option for compliance, training & quality assurance

  • CyDesk - Web browser UC Desktop for call control, presence and messaging
  • Out of the box CRM integrations or use our API for custom applications - *check for CRM compatibility
  • Incoming calls prompt automatic screen-pop with caller's details.
  • Click-to-dial from Outlook, CRM, database or anywhere in Windows.
  • Store call history under the CRM contact record
  • Store URLS links to voice recordings under the CRM contact record
  • Map user presence to Microsoft Teams presence
  • Operates from within the Microsoft Teams user interface or pop out for side-by-side operation

Click here for full feature list

AUD$45 5 user package / month

Additional users AUD$9 - user / month

Requires base package of CyReport for Microsoft Teams

Prices are + GST in Australia

CyTrack + Microsoft Teams CRM Integration
Screen-pop with caller's details

CyDesk for Microsoft Teams 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 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.

Simplify Business Operations

Combining Microsoft Teams with CyTrack transforms the platform so you can integrate the software your business already relies on into your communications system. Integrate more than 100 leading business apps – as well as your company’s existing in-house solutions – straight out of the box. Or create customised integrations and apps to suit your business’s unique needs.

CyTrack is compatible with Salesforce, Microsoft CRM, Freshworks, Zoho CRM, Netsuite, GoldMine, Pipedrive, simPRO, Vertafore, Xplan, MYOB – along with many other leading apps.

Click here for full details of all our integrations and if you don’t see what you are after please email support@cytrack.com

IT Security

Security and privacy begin with the way data is handled, stored and protected. CyTrack cloud services are hosted in Microsoft Azure and provide the highest level of stringent specifications for securing customer data and information and ensuring customer privacy. Reduce costs and complexity with our highly secure cloud foundation managed by Microsoft including multilayered, built-in security controls and unique threat intelligence from Azure that helps identify and protect against rapidly evolving threats, as well as continuous protection with deeper insights from Microsoft Defender for Cloud.

Take advantage of multi-layered security provided by Microsoft across physical datacenters, infrastructure, and operations in Azure. Gain from the state-of-art security delivered in Azure data centers globally. Rely on a cloud that is built with customized hardware, has security controls integrated into the hardware and firmware components, and added protections against threats such as DDoS. Benefit from a team of more than 3,500 global cybersecurity experts that work together to help safeguard your business assets and data in Azure.

Click here for more details on our IT Security Management

  • Call Plans
  • Unlimited Call Charge Plan** REFER TO Fair Use Policy — CyTrack's CTS carrier class SIP service
  • Number PortingFree service to port your numbers to your new Teams service (in business hours)
  • Dedicated phone number (DID) linked to Office 365Each user gets a dedicated DID number for your Teams account
  • 1300/1800 ServicesWe offer 1300/1800 toll numbers at great rates including geo-routing services
  • Reporting Features
  • Teams Internal & External Call ReportingAnalytical information and reporting in calls made via Teams both internal and external
  • Teams Meetings ReportingReport on meetings held in Teams including duration, frequancy, identify participants and more
  • Teams Quality of Service ReportingReport on quality of the voice service for calls made in Teams between users
  • Extension Level ReportingAnalytical information and reporting on extensions
  • Billing ReportsReports where a charge can be applied to services using the inbuilt powerful tariff manager
  • Traffic ReportsReports that provide utilisation and performance levels such as answer times, unanswer times, engaged times, etc
  • Trunk AnalysisReports that enable review of trunk utilisation - do you have too many trunks or not enough
  • Summary ReportsA range of reports across all types that provide analytical summy of the itemised data, including charge zones, answer times, directory, extension, day etc
  • Frequency ReportsReports showing the frequency of services by extension, directory options, user, time bands by selection etc
  • Agent ReportsAdd CyDesk to your solution and report on logged in/out presence and advanced performance analysis
  • Custom Report GeneratorOur new powerful report generator - select your own columns and summaries, filter data and more - create any report and save for systematic use
  • Email ReportsAll reports can be set on email subscriptions to be sent on your selected schedules
  • Dashboard (Extension level historic data)Our web based dashboard provides a range of historical information to your designed dashboard or use one of our templates
  • Dashboard (PBX ACD Real-Time Information)[2]Our web based dashboard provides a range of real-time ACD statistics such as number of callers in queue, time in queue, abandoned rates and more, design your own or use one of our templates
  • Desktop Unified Communications
  • PC-based Call Control[3]Make calls, answer, transfer, hold, and more with software assisted functionality
  • Presence & Break ManagementGreat for remote working but even when in the office, show other users you are logged in and whether you are busy on a call, on a break or priority work, link CyDesk presence to your calendar for automatic presence updates based on your meetings
  • Click to dialIntegrate your CRM, Outlook or even inhouse developed application to enable click to dial
  • Screen PopIntegrate your CRM, Outlook or even inhouse developed application to enable the contact details of your caller to be included in CyDesk and optionally screen pop of the contact record for your agent
  • Completion Code call taggingAvailable as an option so that the agent categorises each call from a list so that you can deliver advanced reporting on the nature and/or outcome of the calls being received to your business
  • Account Codes call taggingAvailable as an option so that the agent links each call to an account code so that you can deliver advanced reporting for example maybe on calls taken on behalf of a client, for billing purposes or other
  • Unified Messaging & Call History viewCyDesks new CySocial messsage feed delivers all the communication media types into the one agent history view, see calls, voice recordings, SMS, WhatsAPP, web chat, IM, web callback and more and click to review the conversation
  • PC Busy Lamp DisplayShows the logged in, busy, free or presence status of those in your organisation using CyDesk, for standard extensions shows busy/free
  • Agent to Agent Instant MessagingCyDesk enables you to Instant Message between agents, this is stored in the CyDesk history and logged in CyReport for recall as needed
  • Hot DeskingCyDesk agents can select their profile but log in via any extension or endpoint for full hot desking
  • Home/Remote WorkersCyDesk works as a web browser and supports https for secure connection - work from home, a café or in the office
  • Same Sign-onCyDesk support same sign on and can log you in using your Windows credentials
  • Outlook contacts integrationConnect CyDesk to Outlook for click to dial and screen pop of your contact records
  • Outlook Calendar integrationConnect CyDesk to your Office 365 or compatible Exchange server to have CyDesk presence updated automatically by your Calendar using rules and guidelines configured by you
  • SMS services — Agent to Customer[4]Add CySMS plans for your CyDesk and send and receive SMS messages directly within CyDesk, use the CRM integration to send to contact mobile details directly from CyDesk without needing to open the CRM record. Replies from the contact are sent back to the agent and all conversations are stored in CyReport and available from the CyDesk history feed
  • CRM Integration[5]CRM Integration - Dynamics CRM, Salesforce, Autotask PSA, GoldMine, Xplan, Maximizer, Netsuite, Outlook, pipedrive, saleslogix, simpro, vertafore and more (check latest integrations on the CyTrack web site)
  • CyTrack API for custom 3rd party servicesOur powerful API allows 3rd parties to integrate CyDesk services to their CRM or application. Check out our integration pages for the sort of solutions you can create
  • Compliance, Voice & Interaction Recording
  • Voice Recording[6][14]Essential for any organisation of any size, call recording provides undisputed facts about telephone calls resulting in more rapid dispute resolution, meet PCI requirements and quality review staff
  • Voice Recording integrated to call reportingThe most powerful and flexible way to find recordings ever, you can run any of our itemised reports and click and listen to the recording direct from the report, create useful business processes using this feature
  • Voice Recording manual pause for PCIYou can use the phone handset and enter in digits to pause and resume or better still add CyDesk and pause and resume from the easy to use PC controls in CyDesk
  • Voice Recording auto-pause for PCI[7]This is our optional auto-pause service that can detect when you change from one application to another on your PC and determine if the call recording should be paused and resumed
  • Compliance/Audit Reports for PCI[7]We provide a log of who access the voice recordings via the CyReport user security, you can run reports to show access dates and times for auditing
  • Voice Analytics[4][8]Have your voice records automatically transcribed and report on identified keywords, measure compliance, rate customer sentiment
  • Interaction (Screen) Recording[14]Record Agents' desktop screen with CyTrack Interaction Recorder for quality management and auditing purposes.
  • Agent Activity Tracker[9]Track and report on agent desktops from the second they login to their Windows desktop, create white and blacklists of apps that can be and shouldn’t be used, deliver reports on productivity and compliance. Check out the movie on this link
  • Agent Rating & Quality Assurance[10]CyCoach leverages voice recording to deliver a sophisticated agent evaluation, feedback and training management solution
  • Customer Satisfaction Reporting[11]CySurvey allows you to design and create your own surveys. With CySurvey you measure your customer's satisfaction with your business and gain the 'voice of the customer'
  • Contact Centre Features
  • Administration / Supervisor LicenseThe Call Centre & Reporting administrational and supervisor user interface
  • Dashboard LicenseOur web based dashboard provides a range of real-time Contact Centre & Business Intelligence statistics such as number of callers in queue, time in queue, abandoned rates and more, design your own or use one of our templates
  • Contact Centre & Business Intelligence ReportingOur unique business intelligence reporting system provides all your telephony reporting, call centre reporting, voice analytics, voice recording and other modules performance reporting analytics, all in one centralised reporting solution. Over 130 powerful reports in modern web graphical presentation and a powerful report generator enabling you to create your own reports and views
  • Outbound Call Centre (Preview/Progressive)Click here for a full explanation of the dialing modes
  • Outbound Call Centre (Predictive/Premptive)Click here for a full explanation of the dialing modes
  • Campaign ManagerOur Campaign Manager enables you to import the target list for your campaign either via your CRM integration or CSV file, manage the agents who will receive the calls and then view progress and results. Multiple campaigns can be initiated and run at once
  • Multi-Time zone schedulingThis allows campaigns to be commenced and ended to match your target timezones so you aren't ringing them at the wrong time of day
  • Answering machine detectionFull answer machine detection and also our special sauce for determining a live caller even on normally difficult to detect mobile phone digitised voice mails
  • DNC managementDo not Call management is included in CyCall allowing you to clean lists and then mark expiry dates so that the campaign cannot be run beyond those dates
  • Number quarantine managerManage numbers that must be quarantined and not called on a manual or auto basis
  • Inbound Contact CentreThe ultimate omnichannel contact centre module that provides a powerful range of modular features and services. Unlimited queues, teams and auto attendants
  • Skills Based RoutingSkills based routing enables you to quick select which agents are qualified for taking calls for specific skills and also to ensure the calls always go to the agent with the highest skill before widening the net
  • CRM Lookup RoutingLooks up specific fields in your CRM and then routes the caller into designated queues and teams - send your important callers to the Gold queue ! Send those who havent paid to Accounts !
  • Multi-Time zone schedulingThis allows queues to be activated and turned off according to your preference, match with overflows to provide designated paths and options for callers after hours
  • Intelligent Overflow & EscalationPowerful options so you can re-direct callers when certain conditons are met such as time in queue, agent availability, time of day and more - route to callback-inqueue, other teams, voice mail, off premise and more
  • Intelligent Call RoutingBeyond ACD with intelligent call routing where omnichannel messages of all modalities can be routed via a powerful range of call distribution modes and business process rules also considering agent presence and availability, skills routing and CRM lookup and overflow rules
  • Omnichannel Features
  • Web Chat ServicesOur inbuilt web chat omnichannel service
  • Omnichannel - call-back in queue servicesGive callers the option to hang up and you call them back - they can leave a message and enter their return number or just detect the caller number automatically and make sure you ring back all abandoned callers
  • Omnichannel - SMS inbound routing[4]Add SMS as an option for your customers to contact your team, route SMS messages inbound to the right people- combine with AI for advanced services
  • Omnichannel - WhatsApp integration[4][12]Add WhatsApp as an option for your customers to contact your team, route messages inbound to the right people- combine with AI for advanced services
  • Omnichannel - Facebook Messenger integration[4][12]Add FB Messenger as an option for your customers to contact your team, route messages inbound to the right people- combine with AI for advanced services
  • Omnichannel - email queue servicesPick up emails to designated email inboxes and automatically route the emails to the right people. Determine how long your team take to respond to emails and ensure the work is spread to the whole team and not dependant on one person checking the email inbox
  • Omnichannel - web call-back servicesProvide a callme button on your web page and allow callers to enter their details and be put into the queue just as if they had called in, then when the agent gets the call they can see the web page that was viewed and have the caller auto-dialled
  • Omnichannel - Business Process/Task Integration[13]Our BP integration tool can take any programmable workflow and route and deliver it to your agent team, this tool is for sophisticated inhouse developed processes and applications that you wish to be managed within our deep and complete business processing rules and flows
  • Omnichannel - Unified Messaging CentreDeliver all media and messaging into the CyDesk history view centrally.CyChat, CySMS, CyDesk IM, CyRecord analytics and transcripts of calls, WhatsApp, Facebook and more are centralised in the agent history view and then click on your message centre in CyDesk to view past conversations on any media from you or any of the team with that customer across all media channels
  • Advanced Features
  • Agent Script Service[13]Build scripts to be popped to your agents, whether inbound or outbound, with option trees and suggested dialogues to guide the agents
  • Workforce Management[13]Match staffing levels to workload with forecasts, intelligent real time monitoring and reporting
  • Intelligent IVR & Self Service[13]The CyTrack integrated true IVR, it’s a rapid development tool that allows the creation of any work-flow or self service delivery, including requirements such as pin code entry membership lines, payment on line and more.
  • Voice Cognitive Services - Speech Recognition[4][13]Convert audio to text, perform speech translation and text-to-speech with CyTrack Speech Cognitive Services
  • AI - Artifical Intelligence[4][13]CyCX AI enables you to deliver conversational IVRs and bots that work across web and mobile chat, SMS, WhatsApp, and your CyCX omnichannel contact center.
  • Web Connect - Routing & Web Analytics [4][13]Web Connect - Linking your web pages and call centre together for smart routing, agent enhanced information on the caller & web ad analytics
  • Phone System for Microsoft Teams
  • Call Plans
  • Unlimited Call Plan*✔
  • Number Porting✔
  • Dedicated Number DID✔
  • 1300/1800 ServicesOptional
  • Reporting Features
  • Teams Call ReportingNo
  • Teams Meetings ReportingNo
  • Teams QoS ReportingNo
  • Extension Level ReportingNo
  • Billing ReportsNo
  • Traffic ReportsNo
  • Trunk AnalysisNo
  • Summary ReportsNo
  • Frequency ReportsNo
  • Agent ReportsNo
  • Custom Report GeneratorNo
  • Email ReportsNo
  • Dashboard (Extension level historic data)No
  • Dashboard (PBX ACD Real-Time Information) [2]No
  • Desktop Unified Comms
  • PC-based Call Control [3]No
  • Presence & Break ManagementNo
  • Click to dialNo
  • Screen PopNo
  • Completion Code call taggingNo
  • Account Codes call taggingNo
  • Unified Messaging & Call History viewNo
  • PC Busy Lamp DisplayNo
  • Agent to Agent Instant MessagingNo
  • Hot DeskingNo
  • Home/Remote WorkersNo
  • Same Sign-onNo
  • Outlook Contacts integrationNo
  • Outlook Calendar integrationNo
  • SMS services - Agent to Customer [4]No
  • CRM Integration [5]No
  • CyTrack API for custom 3rd party servicesNo
  • Compliance & Recording
  • Voice Recording [6][14]No
  • Voice Recording integrated to call reportingNo
  • Voice Recording manual pause for PCINo
  • Voice Recording auto-pause for PCI [7]No
  • Compliance/Audit Reports for PCI [7]No
  • Voice Analytics [4][8]No
  • Interaction (Screen) Recording [14]No
  • Agent Activity Tracker [9]No
  • Agent Rating & Quality Assurance [10]No
  • Customer Satisfaction Reporting [11]No
  • Contact Center Features
  • Administration / Supervisor LicenseNo
  • Dashboard LicenseNo
  • Contact Centre & Business Intelligence ReportingNo
  • Outbound Call Centre (Preview/Progressive)No
  • Outbound Call Centre (Predictive/Premptive)No
  • Campaign ManagerNo
  • Multi-Time zone schedulingNo
  • Answering machine detectionNo
  • DNC managementNo
  • Number quarantine managerNo
  • Inbound Contact CentreNo
  • Skills Based RoutingNo
  • CRM Lookup RoutingNo
  • Multi-Time zone schedulingNo
  • Intelligent Overflow & EscalationNo
  • Intelligent Call RoutingNo
  • Omnichannel Features
  • Web Chat ServicesNo
  • Call-back in queue servicesNo
  • SMS inbound routing [4]No
  • WhatsApp integration [4][12]No
  • Facebook Messenger integration [4][12]No
  • Email queue servicesNo
  • Web call-back servicesNo
  • Business Process/Task Integration [13]No
  • Unified Messaging CentreNo
  • Advanced Features
  • Agent Script Service [13]No
  • Workforce Management [13]No
  • Intelligent IVR & Self Service [13]No
  • Voice Cognitive Services - Speech Recognition [4][13]No
  • AI - Artifical Intelligence [4][13]No
  • Web Connect - Routing & Web Analytics [4][13]No
  • Get Started
  • CyReport for Microsoft Teams
  • Call Plans
  • Unlimited Call Plan*No
  • Number PortingNo
  • Dedicated Number DIDNo
  • 1300/1800 ServicesNo
  • Reporting Features
  • Teams Call Reporting✔
  • Teams Meetings Reporting✔
  • Teams QoS Reporting✔
  • Extension Level Reporting✔
  • Billing Reports✔
  • Traffic Reports✔
  • Trunk AnalysisN/A
  • Summary Reports✔
  • Frequency Reports✔
  • Agent Reports✔
  • Custom Report Generator✔
  • Email Reports✔
  • Dashboard (Extension level historic data)✔
  • Dashboard (PBX ACD Real-Time Information) [2]No
  • Desktop Unified Comms
  • PC-based Call Control [3]No
  • Presence & Break ManagementNo
  • Click to dialNo
  • Screen PopNo
  • Completion Code call taggingNo
  • Account Codes call taggingNo
  • Unified Messaging & Call History viewNo
  • PC Busy Lamp DisplayNo
  • Agent to Agent Instant MessagingNo
  • Hot DeskingNo
  • Home/Remote WorkersNo
  • Same Sign-onNo
  • Outlook Contacts integrationNo
  • Outlook Calendar integrationNo
  • SMS services - Agent to Customer [4]No
  • CRM Integration [5]No
  • CyTrack API for custom 3rd party servicesNo
  • Compliance & Recording
  • Voice Recording [6][14]No
  • Voice Recording integrated to call reportingNo
  • Voice Recording manual pause for PCINo
  • Voice Recording auto-pause for PCI [7]No
  • Compliance/Audit Reports for PCI [7]No
  • Voice Analytics [4][8]No
  • Interaction (Screen) Recording [14]No
  • Agent Activity Tracker [9]No
  • Agent Rating & Quality Assurance [10]No
  • Customer Satisfaction Reporting [11]No
  • Contact Center Features
  • Administration / Supervisor LicenseNo
  • Dashboard LicenseNo
  • Contact Centre & Business Intelligence ReportingNo
  • Outbound Call Centre (Preview/Progressive)No
  • Outbound Call Centre (Predictive/Premptive)No
  • Campaign ManagerNo
  • Multi-Time zone schedulingNo
  • Answering machine detectionNo
  • DNC managementNo
  • Number quarantine managerNo
  • Inbound Contact CentreNo
  • Skills Based RoutingNo
  • CRM Lookup RoutingNo
  • Multi-Time zone schedulingNo
  • Intelligent Overflow & EscalationNo
  • Intelligent Call RoutingNo
  • Omnichannel Features
  • Web Chat ServicesNo
  • Call-back in queue servicesNo
  • SMS inbound routing [4]No
  • WhatsApp integration [4][12]No
  • Facebook Messenger integration [4][12]No
  • Email queue servicesNo
  • Web call-back servicesNo
  • Business Process/Task Integration [13]No
  • Unified Messaging CentreNo
  • Advanced Features
  • Agent Script Service [13]No
  • Workforce Management [13]No
  • Intelligent IVR & Self Service [13]No
  • Voice Cognitive Services - Speech Recognition [4][13]No
  • AI - Artifical Intelligence [4][13]No
  • Web Connect - Routing & Web Analytics [4][13]No
  • Get Started
  • CyRecord for Microsoft Teams
  • Call Plans
  • Unlimited Call Plan*No
  • Number PortingNo
  • Dedicated Number DIDNo
  • 1300/1800 ServicesNo
  • Reporting Features
  • Teams Call ReportingNo
  • Teams Meetings ReportingNo
  • Teams QoS ReportingNo
  • Extension Level ReportingNo
  • Billing ReportsNo
  • Traffic ReportsNo
  • Trunk AnalysisNo
  • Summary ReportsNo
  • Frequency ReportsNo
  • Agent ReportsNo
  • Custom Report GeneratorNo
  • Email ReportsNo
  • Dashboard (Extension level historic data)No
  • Dashboard (PBX ACD Real-Time Information) [2]No
  • Desktop Unified Comms
  • PC-based Call Control [3]No
  • Presence & Break ManagementNo
  • Click to dialNo
  • Screen PopNo
  • Completion Code call taggingNo
  • Account Codes call taggingNo
  • Unified Messaging & Call History viewNo
  • PC Busy Lamp DisplayNo
  • Agent to Agent Instant MessagingNo
  • Hot DeskingNo
  • Home/Remote WorkersNo
  • Same Sign-onNo
  • Outlook Contacts integrationNo
  • Outlook Calendar integrationNo
  • SMS services - Agent to Customer [4]No
  • CRM Integration [5]No
  • CyTrack API for custom 3rd party servicesNo
  • Compliance & Recording
  • Voice Recording [6][14]✔
  • Voice Recording integrated to call reporting✔
  • Voice Recording manual pause for PCIOptional
  • Voice Recording auto-pause for PCI [7]Optional
  • Compliance/Audit Reports for PCI [7]✔
  • Voice Analytics [4][8]Optional
  • Interaction (Screen) Recording [14]Optional
  • Agent Activity Tracker [9]Optional
  • Agent Rating & Quality Assurance [10]Optional
  • Customer Satisfaction Reporting [11]No
  • Contact Center Features
  • Administration / Supervisor LicenseNo
  • Dashboard LicenseNo
  • Contact Centre & Business Intelligence ReportingNo
  • Outbound Call Centre (Preview/Progressive)No
  • Outbound Call Centre (Predictive/Premptive)No
  • Campaign ManagerNo
  • Multi-Time zone schedulingNo
  • Answering machine detectionNo
  • DNC managementNo
  • Number quarantine managerNo
  • Inbound Contact CentreNo
  • Skills Based RoutingNo
  • CRM Lookup RoutingNo
  • Multi-Time zone schedulingNo
  • Intelligent Overflow & EscalationNo
  • Intelligent Call RoutingNo
  • Omnichannel Features
  • Web Chat ServicesNo
  • Call-back in queue servicesNo
  • SMS inbound routing [4]No
  • WhatsApp integration [4][12]No
  • Facebook Messenger integration [4][12]No
  • Email queue servicesNo
  • Web call-back servicesNo
  • Business Process/Task Integration [13]No
  • Unified Messaging CentreNo
  • Advanced Features
  • Agent Script Service [13]No
  • Workforce Management [13]No
  • Intelligent IVR & Self Service [13]No
  • Voice Cognitive Services - Speech Recognition [4][13]No
  • AI - Artifical Intelligence [4][13]No
  • Web Connect - Routing & Web Analytics [4][13]No
  • Get Started
  • CyDesk for Microsoft Teams
  • Call Plans
  • Unlimited Call Plan*No
  • Number PortingNo
  • Dedicated Number DIDNo
  • 1300/1800 ServicesNo
  • Reporting Features
  • Teams Call ReportingNo
  • Teams Meetings ReportingNo
  • Teams QoS ReportingNo
  • Extension Level ReportingNo
  • Billing ReportsNo
  • Traffic ReportsNo
  • Trunk AnalysisNo
  • Summary ReportsNo
  • Frequency ReportsNo
  • Agent ReportsNo
  • Custom Report GeneratorNo
  • Email ReportsNo
  • Dashboard (Extension level historic data)No
  • Dashboard (PBX ACD Real-Time Information) [2]No
  • Unified Comms
  • PC-based Call Control [3]✔
  • Presence & Break Management✔
  • Click to dial✔
  • Screen Pop✔
  • Completion Code call tagging✔
  • Account Codes call tagging✔
  • Unified Messaging & Call History view✔
  • PC Busy Lamp Display✔
  • Agent to Agent Instant Messaging✔
  • Hot Desking✔
  • Home/Remote Workers✔
  • Same Sign-on✔
  • Outlook Contacts integration✔
  • Outlook Calendar integration✔
  • SMS services - Agent to Customer [4]Optional
  • CRM Integration [5]✔
  • CyTrack API for custom 3rd party services✔
  • Compliance & Recording
  • Voice Recording [6][14]No
  • Voice Recording integrated to call reportingNo
  • Voice Recording manual pause for PCINo
  • Voice Recording auto-pause for PCI [7]No
  • Compliance/Audit Reports for PCI [7]No
  • Voice Analytics [4][8]No
  • Interaction (Screen) Recording [14]No
  • Agent Activity Tracker [9]No
  • Agent Rating & Quality Assurance [10]No
  • Customer Satisfaction Reporting [11]No
  • Contact Center Features
  • Administration / Supervisor LicenseNo
  • Dashboard LicenseNo
  • Contact Centre & Business Intelligence ReportingNo
  • Outbound Call Centre (Preview/Progressive)No
  • Outbound Call Centre (Predictive/Premptive)No
  • Campaign ManagerNo
  • Multi-Time zone schedulingNo
  • Answering machine detectionNo
  • DNC managementNo
  • Number quarantine managerNo
  • Inbound Contact CentreNo
  • Skills Based RoutingNo
  • CRM Lookup RoutingNo
  • Multi-Time zone schedulingNo
  • Intelligent Overflow & EscalationNo
  • Intelligent Call RoutingNo
  • Omnichannel Features
  • Web Chat ServicesNo
  • Call-back in queue servicesNo
  • SMS inbound routing [4]No
  • WhatsApp integration [4][12]No
  • Facebook Messenger integration [4][12]No
  • Email queue servicesNo
  • Web call-back servicesNo
  • Business Process/Task Integration [13]No
  • Unified Messaging CentreNo
  • Advanced Features
  • Agent Script Service [13]No
  • Workforce Management [13]No
  • Intelligent IVR & Self Service [13]No
  • Voice Cognitive Services - Speech Recognition [4][13]No
  • AI - Artifical Intelligence [4][13]No
  • Web Connect - Routing & Web Analytics [4][13]No
  • Get Started

Notes

  • [*]Requires CyDesk
  • [1]Prices exclude applicable taxes
  • [2]Only available on Panasonic
  • [3]Features according to PBX or VoiP platform functionality
  • [4]Subject to extra usage-based charges
  • [5]Please check for integrations available
  • [6]Need to specify number of agents/channels
  • [7]According to application compatibility
  • [8]Requires voice recording
  • [9]Requires CyDesk and CyReport
  • [10]Requires CyDesk, CyReport and CyRecord
  • [11]Requires CyReport
  • [12]In beta, please apply
  • [13]Subject to configuration fees
  • [14]Storage costs apply

We understand that every business has unique requirements, so we can also tailor a plan to meet your specific needs.

Prices are based on a 24-month agreement, paid monthly. Discounts available for annual payment agreements.