• Features

  • Extensions IncludedNumber of extensions supported for reporting
  • Minimum Agent/People licenses includedThe license prices are based on the minimum number of users
  • Maximum Agent/People licenses supportedThis is the maximum number of users supported
  • Sites IncludedThis is the maximum number of sites included - please note call centre solutions may have users from multiple locations, but is contained as one central contact centre site. If separate autonomous additional contact centres or sites are required please enquire with sales
  • Reporting Features
  • 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'
  • Evolve-CX Red

    Reporting suite

    I want a powerful but entry level reporting system and dashboard for our business communications

    Entry Level Reporting for the business that wants to measure and analyse

  • $98[1]

    Per Pak
  • Get Started
  • Extensions Included100 ext
  • Minimum Agent/People licenses included1
  • Maximum Agent/People licenses supportedN/A
  • Sites Included1
  • Reporting Features
  • Extension Level Reporting✔
  • Billing Reports✔
  • Traffic Reports✔
  • Trunk Analysis✔
  • Summary Reports✔
  • Frequency Reports✔
  • Agent Reports
  • Custom Report Generator✔
  • Email Reports✔
  • Dashboard (Extension level historic data)✔
  • Dashboard (PBX ACD Real-Time Information) [2]
  • Desktop 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]
  • CRM Integration [5]
  • CyTrack API for custom 3rd party services
  • Compliance & Recording
  • Voice Recording [6][14]
  • Voice Recording integrated to call reporting
  • Voice Recording manual pause for PCI
  • Voice Recording auto-pause for PCI [7]
  • Compliance/Audit Reports for PCI [7]
  • Voice Analytics [4][8]
  • Interaction (Screen) Recording [14]
  • Agent Activity Tracker [9]
  • Agent Rating & Quality Assurance [10]
  • Customer Satisfaction Reporting [11]
  • Get Started
  • Evolve-CX Black

    CX-Team suite

    I want advanced reporting and dashboards with click to dial, screen pops and CRM integration

    Advanced PC based telephone and communications collaboration for your people with reporting package

  • $225[1]

    Per Pak
  • Get Started
  • Extensions Included100 ext
  • Minimum Agent/People licenses included10
  • Maximum Agent/People licenses supported1000
  • Sites Included1
  • Reporting
  • Extension Level Reporting✔
  • Billing Reports✔
  • Traffic Reports✔
  • Trunk Analysis✔
  • Summary Reports✔
  • Frequency Reports✔
  • Agent Reports✔
  • Custom Report Generator✔
  • Email Reports✔
  • Dashboard (Extension level historic data)✔
  • Dashboard (PBX ACD Real-Time Information) [2]✔
  • 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]✔
  • CRM Integration [5]✔
  • CyTrack API for custom 3rd party services✔
  • Compliance & Recording
  • Voice Recording [6][14]Optional
  • Voice Recording integrated to call reportingOptional
  • Voice Recording manual pause for PCIOptional
  • Voice Recording auto-pause for PCI [7]Optional
  • Compliance/Audit Reports for PCI [7]Optional
  • Voice Analytics [4][8]Optional
  • Interaction (Screen) Recording [14]Optional
  • Agent Activity Tracker [9]Optional
  • Agent Rating & Quality Assurance [10]
  • Customer Satisfaction Reporting [11]
  • Get Started

Notes

  • [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. Competitive call costs are charged in addition to the above prices and terms and conditions apply.