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  • 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 service — 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 yoru own reports and views
  • Outbound Call Centre (Preview/Progessive)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 arent 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 omni channel 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, mathc 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 omni channel 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
  • Omni Channel Features
  • Web Chat ServicesOur inbuilt web chat omni channel service
  • Omni Channel - 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
  • Omni Channel - 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
  • Omni Channel - 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
  • Omni Channel - 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
  • Omni Channel - 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
  • Omni Channel - 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
  • Omni Channel - 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
  • Omni Channel - 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 omni channel 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
  • Evolve CX Silver

    Outbound CC

    I want to boost our outbound customer contacts – telemarketing, surveys and more

    Outbound Contact Centre solution for proactive customer connections, dashboards, reporting and innovative PC based desktop software for your people

  • $149[1]

    Per User / Month*
  • Get Started
  • Extensions Included100 ext
  • Minimum Agent/People licenses included10
  • Maximum Agent/People licenses supported50
  • 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 PCIOptional
  • Voice Recording auto-pause for PCI [7]Optional
  • Compliance/Audit Reports for PCI [7]✔
  • Voice Analytics [4][8]✔
  • Interaction (Screen) Recording [14]
  • Agent Activity Tracker [9]Optional
  • Agent Rating & Quality Assurance [10]Optional
  • Customer Satisfaction Reporting [11]Optional
  • Contact Center Features
  • Administration / Supervisor License1
  • Dashboard License1
  • Contact Centre & Business Intelligence Reporting✔
  • Outbound Call Centre (Preview/Progessive)✔
  • Outbound Call Centre (Predictive/Premptive)Optional
  • Campaign Manager✔
  • Multi-Time zone scheduling✔
  • Answering machine detectionOptional
  • DNC management✔
  • Number quarantine manager✔
  • Inbound Contact Centre
  • Skills Based Routing
  • CRM Lookup Routing
  • Multi-Time zone scheduling
  • Intelligent Overflow & Escalation
  • Intelligent Call Routing
  • Omni Channel Features
  • Web Chat Services
  • Call-back in queue services
  • SMS inbound routing [4]
  • WhatsApp integration [4][12]
  • Facebook Messenger integration [4][12]
  • Email queue services
  • Web call-back services
  • Business Process/Task Integration [13]
  • Unified Messaging Centre
  • Advanced Features
  • Agent Script Service [13]Optional
  • Workforce Management [13]
  • Intelligent IVR & Self Service [13]
  • Voice Cognitive Services - Speech Recognition [4][13]
  • AI - Artifical Intelligence [4][13]
  • Web Connect - Routing & Web Analytics [4][13]
  • Get Started
  • Evolve-CX Gold

    Inbound CC

    I want to take our customer service to the next level with inbound call routing and management

    Inbound Contact Centre for businesses to deliver smart call routing, dashboards, reporting and innovative PC based desktop software for your people

  • $149[1]

    Per User / Month*
  • Get Started
  • Extensions Included100 ext
  • Minimum Agent/People licenses included10
  • Maximum Agent/People licenses supported50
  • 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]✔
  • 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]✔
  • Interaction (Screen) Recording [14]
  • Agent Activity Tracker [9]Optional
  • Agent Rating & Quality Assurance [10]Optional
  • Customer Satisfaction Reporting [11]Optional
  • Contact Center
  • Administration / Supervisor License1
  • Dashboard License1
  • Contact Centre & Business Intelligence Reporting✔
  • Outbound Call Centre (Preview/Progessive)
  • Outbound Call Centre (Predictive/Premptive)
  • Campaign Manager
  • Multi-Time zone scheduling
  • Answering machine detection
  • DNC management
  • Number quarantine manager
  • Inbound Contact Centre✔
  • Skills Based Routing✔
  • CRM Lookup Routing✔
  • Multi-Time zone scheduling✔
  • Intelligent Overflow & Escalation✔
  • Intelligent Call Routing✔
  • Omni Channel
  • Web Chat Services3
  • Call-back in queue services✔
  • SMS inbound routing [4]Optional
  • WhatsApp integration [4][12]
  • Facebook Messenger integration [4][12]
  • Email queue services
  • Web call-back servicesOptional
  • Business Process/Task Integration [13]
  • Unified Messaging Centre✔
  • Advanced
  • Agent Script Service [13]Optional
  • Workforce Management [13]
  • Intelligent IVR & Self Service [13]Optional
  • Voice Cognitive Services - Speech Recognition [4][13]
  • AI - Artifical Intelligence [4][13]
  • Web Connect - Routing & Web Analytics [4][13]Optional
  • Get Started
  • Evolve CX Platinum

    Omni Channel

    I want both inbound and outbound management and to communicate with my customers in many ways not just the telephone

    Omni Channel blended In and Outbound Contact Centre transforms your contact centre to the best customer experience solution

  • $199[1]

    Per User / Month*
  • Get Started
  • Extensions IncludedUnlimited
  • Minimum Agent/People licenses included10
  • Maximum Agent/People licenses supportedUnlimited
  • 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]✔
  • 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]✔
  • Interaction (Screen) Recording [14]Optional
  • Agent Activity Tracker [9]Optional
  • Agent Rating & Quality Assurance [10]Optional
  • Customer Satisfaction Reporting [11]Optional
  • Contact Center
  • Administration / Supervisor License3
  • Dashboard License3
  • Business Intelligence Reporting✔
  • Outbound Call Centre (Preview/Progessive)✔
  • Outbound Call Centre (Predictive/Premptive)Optional
  • Campaign Manager✔
  • Multi-Time zone scheduling✔
  • Answering machine detectionOptional
  • DNC management✔
  • Number quarantine manager✔
  • Inbound Contact Centre✔
  • Skills Based Routing✔
  • CRM Lookup Routing✔
  • Multi-Time zone scheduling✔
  • Intelligent Overflow & Escalation✔
  • Intelligent Call Routing✔
  • Omni Channel
  • Web Chat Services3
  • Call-back in queue services✔
  • SMS inbound routing [4]Optional
  • WhatsApp integration [4][12]Optional
  • Facebook Messenger integration [4][12]Optional
  • Email queue servicesOptional
  • Web call-back servicesOptional
  • Business Process/Task Integration [13]Optional
  • Unified Messaging Centre✔
  • Advanced
  • Agent Script Service [13]Optional
  • Workforce Management [13]Optional
  • Intelligent IVR & Self Service [13]Optional
  • Voice Cognitive Services - Speech Recognition [4][13]Optional
  • AI - Artifical Intelligence [4][13]
  • Web Connect - Routing & Web Analytics [4][13]Optional
  • Get Started
  • Evolve-CX Diamond

    Omni-Channel CC

    I want to deliver advanced services for our customers experience and make our business processes more efficient

    Fully featured Omni Channel CX solution with blended In and Outbound Contact Centre with optional add-ins of powerful CX features to deliver your unique customer experience

  • $270[1]

    Per User / Month*
  • Get Started
  • Extensions IncludedUnlimited
  • Minimum Agent/People licenses included10
  • Maximum Agent/People licenses supportedUnlimited
  • 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]✔
  • 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]✔
  • Interaction (Screen) Recording [14]Optional
  • Agent Activity Tracker [9]Optional
  • Agent Rating & Quality Assurance [10]Optional
  • Customer Satisfaction Reporting [11]✔
  • Contact Center
  • Administration / Supervisor License5
  • Dashboard License5
  • Business Intelligence Reporting✔
  • Outbound Call Centre (Preview/Progessive)✔
  • Outbound Call Centre (Predictive/Premptive)✔
  • Campaign Manager✔
  • Multi-Time zone scheduling✔
  • Answering machine detection✔
  • DNC management✔
  • Number quarantine manager✔
  • Inbound Contact Centre✔
  • Skills Based Routing✔
  • CRM Lookup Routing✔
  • Multi-Time zone scheduling✔
  • Intelligent Overflow & Escalation✔
  • Intelligent Call Routing✔
  • Omni Channel
  • Web Chat Services✔
  • Call-back in queue services✔
  • SMS inbound routing [4]Optional
  • WhatsApp integration [4][12]Optional
  • Facebook Messenger integration [4][12]Optional
  • Email queue services✔
  • Web call-back services✔
  • Business Process/Task Integration [13]Optional
  • Unified Messaging Centre✔
  • Advanced
  • Agent Script Service [13]Optional
  • Workforce Management [13]Optional
  • Intelligent IVR & Self Service [13]Optional
  • Voice Cognitive Services - Speech Recognition [4][13]Optional
  • AI - Artifical Intelligence [4][13]Optional
  • Web Connect - Routing & Web Analytics [4][13]Optional
  • Get Started
  • Evolve-CX Titanium

    Omni-Channel CC

    I am experienced in contact centre services and I want to build automation, self-service and AI for a unique customer experience

    Your ultimate Omni Channel CX solution with blended In and Outbound Contact Centre and the most advanced features selectable to evolve your business to the next level

  • $320[1]

    Per User / Month*
  • Get Started
  • Extensions IncludedUnlimited
  • Minimum Agent/People licenses included10
  • Maximum Agent/People licenses supportedUnlimited
  • Sites IncludedUnlimited
  • 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]✔
  • Voice Recording integrated to call reporting✔
  • Voice Recording manual pause for PCIOptional
  • Voice Recording auto-pause for PCI [7]✔
  • Compliance/Audit Reports for PCI [7]✔
  • Voice Analytics [4][8]✔
  • Interaction (Screen) Recording [14]Optional
  • Agent Activity Tracker [9]✔
  • Agent Rating & Quality Assurance [10]✔
  • Customer Satisfaction Reporting [11]✔
  • Contact Center
  • Administration / Supervisor License5
  • Dashboard License5
  • Business Intelligence Reporting✔
  • Outbound Call Centre (Preview/Progessive)✔
  • Outbound Call Centre (Predictive/Premptive)✔
  • Campaign Manager✔
  • Multi-Time zone scheduling✔
  • Answering machine detection✔
  • DNC management✔
  • Number quarantine manager✔
  • Inbound Contact Centre✔
  • Skills Based Routing✔
  • CRM Lookup Routing✔
  • Multi-Time zone scheduling✔
  • Intelligent Overflow & Escalation✔
  • Intelligent Call Routing✔
  • Omni Channel
  • Web Chat Services✔
  • Call-back in queue services✔
  • SMS inbound routing [4]Optional
  • WhatsApp integration [4][12]Optional
  • Facebook Messenger integration [4][12]Optional
  • Email queue services✔
  • Web call-back services✔
  • Business Process/Task Integration [13]Optional
  • Unified Messaging Centre✔
  • Advanced
  • Agent Script Service [13]✔
  • Workforce Management [13]Optional
  • Intelligent IVR & Self Service [13]Optional
  • Voice Cognitive Services - Speech Recognition [4][13]✔
  • AI - Artifical Intelligence [4][13]Optional
  • Web Connect - Routing & Web Analytics [4][13]Optional
  • 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.