CTYRACK CALL CENTRE SOFTWARE
SOCIAL MEDIA INTEGRATION
SKILLS BASED ROUTING
TEAM COACHING SOFTWARE
WEB CALL BACK
INTELLIGENT CALL ROUTING
SMS & EMAIL QUEUES
CYTRACK INTEGRATES WITH YOUR PABX
CyTrack provides seamless integration with your Avaya IP Office or Panasonic telephone system, increasing the productivity of your call centre and providing in depth business intelligence to manage your business better.
CyTrack is a modular solution, allowing you to improve your phone system with one or all of the following industry leading enhancements:
- CyCall – a cost effective professional call centre and reporting system. CyCall will increase your outbound productivity and revenue by making it easier to stay in touch with your customers, as a result increasing customer service and satisfaction!
- CyReport – Up to 150 different report types at your finger tips, giving you instant information on your telephone traffic, allowing you to accurately measure and manage the effectiveness and efficiency of your staff telephone productivity
- CyDesk – Linking your phone system with your PC’s. CyDesk gives you all the controls of your telephone at the click of a mouse! You also receive a birds eye view of the status of everyone connected to your call centre phone system, and if someone is busy, set up an automatic alert to let you know when they are off the phone so that you can call them
- CyCC – CyCC from CyTrack is a multimedia, multi channel solution to handle all your communication channels. Integrate your voice calls, faxes, emails and social media customer interaction all into the one interface, allowing your staff to communicate across all channels in the most efficient method!
- CySocial – are you into social media? Your clients definitely are! Integrate your company’s social media interaction with your clients with your call centre phone system, allowing you to respond quickly and easily to your Facebook and Twitter enquiries…like an expert!
- CyRecord - a powerful call recording suite with the ability to integrate into applications such as Outlook, your Customer Relationship Management System (CRM), Database, Access and other Windows applications
- Pre-Emptive Dialler – CyTrack’s Pre-Emptive dialler dials your pre-entered number list and distinguishes between a live person answer, an answering machine, fax or modem. Live answers are immediately transferred to an agent in your call centre, and for calls answered by an answering machine, you can leave a pre-recorded message! Via the management interface you can configure the ratio of agents to calls and agent availability
- Customer Self Service - automating your customer service reduces bottom line costs and delivers new and unique services. It also gives your business the added benefit of channelling traffic away from high cost and highly trained manual service teams
CyTrack will give your business the edge by automating many processes that your competition is still doing manually. Get the edge now and talk to us about an Avaya IP Office or Panasonic telephone system enhanced with CyTrack!
CYTRACK BUSINESS PROCESS AUTOMATION
Why do everything manually when you can use business process automation to save you and your staff’s time, allowing them to concentrate on the tasks that matter most! With effective business process automation you can dramatically lift your productivity by automating routine tasks to deliver a fast return on investment
CUSTOMER INTERACTION AUTOMATION
Reduce your call centre load. Interactive Voice Response (IVR) has the potential to handle up to 30% of your routine incoming calls automatically.
Make information more accessible for your customers. IVR lets customers get what they need quickly, such as their account balance.
Automate your outbound calls with autodial and messaging – deliver reminders and notifications to customers without tying up your call centre staff.
Accurately forecast and schedule with workforce management integration, freeing up the time it takes to do this manually.
Use call recording to verify verbal transactions and resolve disputes.
Send incoming calls to the best person for the job, increasing efficiency by using enhanced routing to deliver calls to the right employee.
AGENT TRANSACTION AUTOMATION
Use screenpops from your CRM to personalise service and display essential information to call centre agents as they answer a call.
Your call centre agents spend less time looking for information as it is available to them when they answer a call, speeding up call times and lowering wait times.
Use click to dial from your CRM to speed up outbound calls.
Customer screenpop speeds up wrap up times, as well as improving the accuracy of your CRM records as your call centre agents can enter details during a call.
The above touches the surface of what can be achieved for your business using business process automation. To find out more about how we can tailor business process automation to your business, please contact us on 1300 887 495 and speak to one of our experts.