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Systems integration and engineering customisations is our thing and we welcome all 3rd party application providers that wish to integrate to CyTrack products and services. Find out more about our powerful API’s.
CyTrack has been a channel focussed business since its inception in 1995. We are the appointed channel solution for global leading brands for telephony, OEMs and also local resellers and partners from both telephony and IT channels with integration to a wide range of applications.
We have long-proven experience in systems integration and we have developed a range of powerful APIs for 3rd party applications. If you have an existing API our engineering team will work with you to build our connection together.
Our products are platform-agnostic and our stand-alone, modular or all-in-one solution suite is designed to meet the needs of start-up through to large enterprise business.
Since we work with a wide range of communications platforms and applications, bringing your integration to CyTrack opens a wealth of opportunities to your solution. Connect with our marketing teams so we can work with you to promote your unique benefits to our global partner channels.
Unified Communications & CTI
Reporting, Dashboards & analytics
Voice & Screen recording
Omnichannel Contact Centre
Telemarketing & Pro-active engagement
IVR & Self Service
Speech Cognitive Services & AI
Web Chat Messaging
Customer Satisfaction & Survey
Evaluation & Assessment
CyCX Web Connect
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, completion codes, controlling voice recording and more.
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.
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.
Is our omnichannel contact centre solution. CyCX Connect is where the customer experience technology really gets teeth to take your business to the next level. CyCX Connect provides a platform to build more analytical touch points where we can manage and assess the business through 360 degrees. Customers using the AI may well end up wanting to speak to a live agent and this may be via chat or phone.
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.
Our powerful solution adding a range of important technologies to the business, including 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.
Text to Speech provides natural voice to your services that speak to users naturally with the Text to Speech service. Real-time speech translation capabilities are available for any of the supported languages and receive either a text or speech translation back. Speech translation models are based on leading-edge speech recognition and neural machine translation (NMT) technologies. They’re optimised to understand the way people speak in real life and generate translations of exceptional quality.
Adds SMS Messaging to your contact centre omnichannel experience – easily send SMS directly from your PC using CyDesk, reach all your clients with SMS marketing mail-outs directly from your database or CRM. Create Auto-Callbacks from SMS responses, route SMS replies and requests to service & sales staff according to skills, using our skills based routing functionality.
Adds Web Chat Messaging. Chat is fast becoming a channel of choice for customer service and is the perfect complement to our CyCX Connect Omnichannel Contact Centre solution.
Our survey and customer satisfaction management application. Read more on CySurvey and how important measuring customer satisfaction is to your business
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.
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.
This will place your organisation at the cutting edge of world-class customer experience by combining web behaviour with your communications. There are 3 main elements — Superior Call Routing, Real-time Web-Behaviour Call Info, and Call Tracking Information Combined With Web Analytics