Transform Microsoft Teams into a Contact Centre with Cytrack CyCX
Microsoft Teams is more than a collaboration tool; it’s a platform that can power your customer interactions and maximise ROI. At Com2 Communications, we bring the Cytrack Contact Centre solution for Microsoft Teams. CyCX is a comprehensive tool that turns Teams into a fully functional contact centre for your business.
Key Features of Cytrack Contact Centre or CyCX
CyCX is capable of turning Microsoft Teams into a fully fledged omnichannel contact centre framework. With our professional assistance, CyCX can be set up to meet the high-demand customer operations in Southeast QLD, Brisbane & the Gold Coast area.
Here are some CyCX features that can help unlock the full potential of Microsoft Teams:
Call Routing
CyCX uses data-driven routing to connect customers to the right agent on the first try. This is particularly valuable for high-volume contact centres that need to maintain efficient call handling and reduce wait times.
- Skills-Based Routing: Automatically assign calls based on specific service requests, such as technical support or billing enquiries.
- CRM-Based Routing: Direct calls based on customer history or account priority.
- Presence & Availability Detection: Ensure calls are only routed to available online agents.
- Custom Routing Logic: Set rules for different business units, departments, or time zones.
Omnichannel Communications – All-in-One Interface
Customers expect more than just a phone number. CyCX unifies all major communication channels directly inside your Microsoft Teams platform:
- Voice: Traditional call support with full call recording and routing.
- Live Chat: Embedded on your website or app with real-time agent responses.
- Email Queues: Convert emails into manageable tickets routed to the right team.
- SMS Messaging: Send appointment reminders, payment links, or service updates.
- Social Media Integration: Respond to Facebook Messenger, Instagram, and WhatsApp messages from the same dashboard.
With CyCX, your team can manage every customer interaction from a single platform without switching tabs. This helps boost response times and customer satisfaction.
Real-Time Monitoring & Performance Dashboards
CyCX lets you see exactly what’s going on in your contact centre in real time. With live dashboards and monitoring tools, supervisors in busy industries like logistics, finance, or retail can keep tabs on everything and stay one step ahead.
- Queue Visibility: See how many calls, emails, or chats are waiting, sorted by department or priority.
- Live Agent Status: Know who is online, on a call, or away.
- Customer Satisfaction Tracking: View live CSAT scores and flag dissatisfaction immediately.
- AI Alerts: Be notified if SLA thresholds are at risk or customer sentiment drops.
- Wallboard Display Options: Perfect for in-office displays or remote team views.
AI-Powered Voice Analytics
Your calls are more than conversations; they’re also a rich source of business intelligence. CyCX becomes essential for regulated industries and teams aiming to proactively improve customer satisfaction with Cytrack’s AI analytics.
- Automatic Transcriptions: Convert every voice conversation into searchable text.
- Sentiment Analysis: Identify customer mood (positive, neutral, negative) in real time.
- Keyword Flagging: Set up alert words (e.g., “cancel,” “complaint,” “refund”) to trigger review or escalation.
- Compliance Monitoring: Verify that agents follow required scripts or legal disclosures.
Speech Trends & Metrics: Understand common themes, questions, or objections from your customer base.
Seamless CRM Integration
Agents can access full customer histories, notes, and interaction logs directly within Teams, helping them provide faster, more informed support. Plus, CyCX can push call summaries, recordings, and performance data back into your CRM, closing the loop between conversations and customer records.
CyCX integrates out-of-the-box with leading CRM platforms and field service tools:
All-in-One Contact Centre Communications for Microsoft Teams
Providing an exceptional customer experience isn’t optional. It’s a must, and doing so at the highest level can be your competitive edge. So, whether you’re managing a medical practice or retail store or providing support to other businesses, having the right tools to handle every customer interaction is essential. That’s where Cytrack steps in with CyCX, a solution that offers intelligent call routing, real-time monitoring, and omnichannel support all within the Teams platform you already know and love.
Get More from Microsoft Teams
Don’t just stop at calls, chats, and meetings. Elevate Microsoft Teams into a fully featured contact centre with CyCX and other Cytrack solutions, like CyDesk, CyReport, and CyRecord, seamlessly integrated into Teams. That way, your team can stay productive and your customers can remain satisfied—all from one cohesive workspace.
Interactive Voice Response (IVR) & Advanced Call Flows
Live Dashboards & Real-Time Alerts
One-Click Callbacks & Escalation to Specialists
AI Chatbots & Web Callback Requests
Secure, Fully Managed Cloud Hosting on Microsoft Azure
Your Southeast QLD Contact Centre Experts
At Com2 Communications, we’ve been supporting businesses in Southeast Queensland for over 20 years. We know the local landscape and the unique communication needs of businesses in the area. With Com2, you’re getting more than just software. You’re getting:
Full setup, onboarding & staff training
Local, 24/7 customer support
Custom integration with CRMs, workflows & business apps
Compliance with PCI DSS, GDPR & Australian standards
Ready to Level Up Your Customer Service?
With the Cytrack Contact Centre solution for Microsoft Teams and expert assistance from Com2 Communications, you can cut wait times, boost customer satisfaction, and empower your team with a smarter tool. Let us help build a contact centre that works best for your business.