oluti ons uite · Skype for Business, bringing the power of omni-channel communications within the reach of every business. By operating your telephone system in the cloud, you can

Utilise the power and flexibility of the cloud with Microsoft's Skype for Business™ combined with CyTrack's CX Solutions Suite™. These two great business communication solutions are brought together to ensure

productive, collaborative sessions which goes beyond traditional ACD systems. Together they provide an array of communication channels including Voice, SMS,Email, Fax, Web Chat, Web Call-back, Call back in Queue and Social Media connections, meaning you can connect on any level.

“ CX Solutions Suite's cloud based subscription service means no expensive capital outlay, so you can stay competitive and relevant in today's fast-moving technology driven world.

Whether you are a team of just two, a large enterprise group, in one office, in various geographical locations or utilising remote workers, with CX Solutions Suite

you can now offer the key requirements for successful

and modern customer experience.

Transform your business

CX Solutions Suite offers an affordable subscription based service to instantly transform your business, simplify your infrastructure and boost your customer experience.

• True omni-channel communications.

• Incoming calls prompt automatic screen-pop with caller’s details.

• Click-to-dial from Outlook, CRM, database or anywhere in Windows.

• Ensure calls are directed to the best person for the job.

• Set availability and easily identify the status of other users.

• Integrates with your current CRM and applications.

• Powerful business intelligence and reporting tools.

• No expensive capital outlay.

• No need for traditional PBX hardware.

Cloud based subscription solution to unify your business communicationsPowered by CyTrack +

SolutionsSuite

Customer experience technology for a smarter business | www.cytrack.com

Make it easy for your customers to communicate however they want, wherever they areBeing a truly omni-channel, CX Solutions Suite enables your business to respond quickly and professionally to your customers across a broad range of channels.

“ Contact centre technology isn’t only for call centres

Many successful small to medium sized businesses are now utilising affordable omni-channel contact centre technology to offer a more streamlined and enjoyable customer experience. The technologies, methodologies and managed approaches pioneered by call centres are now available to all businesses.

Every customer-facing employee is considered part of your ‘virtual contact centre.

Contact centres are no longer formalised banks of agents. The difference between a receptionist and a single-agent contact centre is the technology offering overflow routing, intelligent queues, and even self-help options.

Contact method

Contact Centre

Lead aquisition

Call-backSocial mediaVoice EmailWeb chatSMS FAX

IVRAdvanced wait services

Intelligent routingAgents Overflow

strategiesSelf

serviceExternal resources

Social media

SMS marketingWebsite BlogsGoogle

AdsEmail

marketing

Channel and skills based routingOmni-channel queue

Service

CX Solutions Suite is available on a subscription basis (SaaS) because we believe in maximising flexibility and minimising your costs.

CX Solutions Suite works with Skype for Business, bringing the power of omni-channel

communications within the reach of every business. By operating your telephone system in the cloud, you can eliminate the need for traditional PBX hardware, along with the associated expensive capital outlay and

ongoing maintenance costs.

Easily transition from your old system to Skype for Business with

CX Solutions Suite and benefit from advanced voice features.

Instantly transform basic calls into productive, collaborative sessions to boost your business efficiencies and redefine your customer experience.


Update availability

Users can quickly and easily update their status to any one of the options pre-defined by the administrator. CyDesk displays the status of other users and how long they have been away.

If a user wishes to contact another user who is currently unavailable, they can message them or even set an alert to identify when that user becomes available.

Screen-pop with caller’s details

CyDesk allow agents to access the caller’s detail immediately, enabling them to answer with a warmer, more professional welcome. By integrating into your Customer Relationship Manager (CRM) or database, calls are automatically matched with contacts in your system and the customers information is presented in a screen-pop right on the agents desktop.

When used in conjunction with Outlook, CRM or a database, previous calls are logged and all the customer history (including recorded calls where applicable) are easily accessible at the click of a button.


Measure your key business metrics

CyReport is integrated into the CX Solutions Suite and offers powerful reporting tools for system performance, service levels, grades of service and team evaluation. Because what gets measured, gets managed.

¥ Measure staff efficiency to improve productivity & customer service

¥ Automatic Scheduling of reports to print, email or file (CSV, PDF, Excel)

¥ Multi-user and multi-site support

¥ Account Code tracking for project/Item billing

¥ SQL database architecture and SQL Reporting Services reports architecture

¥ Powerful Carrier Tariff interface

¥ Directory and Information Services

Easily answer & transfer calls

Calls can be answered, put on hold and transferred with the click of a button. Agents can select from a range of transfer options; they can SMS or instant message colleagues or have CyDesk alert them once a busy user is made available.

This intuitive and flexible system ensures an efficient and cost effective platform for your organisation, whilst providing the highest quality customer experience.


Take it to the next level

CX Solutions Suite is highly flexible and the following applications are all available as additional options. Contact us today and we’ll be more than happy to discuss your requirements and find a solution that fits your business.

¥ CyCoach Build skills, confidence and performance of your team.

¥ CyCall Boost your outbound capability and create more opportunities.

¥ CyLive Powerful Interactive Voice Response (IVR) for customer self service.

¥ CyChat Web chat service solution to provide your customers with superlative service.

¥ CySocial Social Media integration, queue priority & Overflow Management.

¥ CySurvey Create surveys to measure your customer’s satisfaction.

¥ CySMS Communicate with your partners, clients and customers via SMS.

Add CyRecord™ call recording and reporting with PCI DSS compliance

Essential for any organisation, call recording provides undisputed facts about calls, resulting in more rapid dispute resolution.

CyRecord also allows you to monitor and improve your customer service through listening, training and compliance with the requirements of regulatory bodies.

• Ensure compliance with regulatory bodies.

• Prove adherence to your clients business requirements.

• Improve staff capability through listening & performance review.

• Accurate recording of the facts to Improve service delivery.

• Resolve ‘who said what’ disputes quickly and without concession.

• Pinpoint top performers skills to help less successful colleagues.

Powerful supervisor monitoring tools

Due to the flexible web based architecture, supervisors can log in and monitor their teams from anywhere using the powerful tools integrated into CyDesk.

Supervisors can see a log of all the calls made or taken by each agent and when used in conjunction with CyRecord, individual calls can be played back at the click of a button.


A modular suite of customer experience applications tailored to your business

The CyTrack CX Solutions Suite is a modular range of customer experience applications enabling you to pick and choose what works for you. These can be delivered individually or integrated together for a complete business solution.

Our CX technology experts are available to answer your questions and help you find the right configuration for your business.

CyCall™ is the Evolution of the outbound contact centre with true omni-channel reach. A blended environment that means your team connect with more people and create more opportunities.

Build skills, confidence and improve the performance of your team . CyCoach™ features agent evaluation and training management tools including questionnaires, an e-learning library, reporting and agent assessment.

Allow your customers to Self Service and save human resources for complex and more personal tasks. CyLive™ is a powerful Interactive Voice Response (IVR) Engine and Management Module that offers sophisticated features and a highly configurable IVR designer tool.

Ensure inbound SMS messages get to the right person using the skills based routing functionality of CySMS™. Easily send SMS directly from your PC or reach all your clients with SMS marketing directly from your database or CRM.

CyChat™ enables instant sales leads by allowing visitors to initiate a web chat straight from your website. Chat is fast becoming the channel of choice for customer service and is the perfect complement to our CyCC omni-channel contact centre solution.

Connect with your customers via social media. CySocial™ offers powerful queue management, distribution tools and skilled based routing to ensure social media enquiries are directed to the best person for the job.

Create your own surveys with CySurvey™ to measure customer service and translate the feedback into profitable growth.

Add CyRecord™ call recording and reporting with PCI DSS compliance

Essential for any organisation, call recording provides undisputed facts about calls, resulting in more rapid dispute resolution.

CyRecord also allows you to monitor and improve your customer service through listening, training and compliance with the requirements of regulatory bodies.

• Ensure compliance with regulatory bodies.

• Prove adherence to the business requirements of your clients.

• Improve staff capability through listening and performance review.

• Improve service delivery through accurate recording of the facts.

• Resolve 'who said what' disputes quickly and without concession.

• Pinpoint top performers skills to help less successful colleagues.


www.cytrack.com

© 2017 CyTrack Intelligence Systems. All rights reserved. This information was correct at the time of publication and may be subject to change.

MicrosoftPartner

Gold Application DevelopmentSilver Cloud Platform

WinnerExcellence in Industry and Platform Innovation

WinnerExcellence in Industry and Platform Innovation

Documents

oluti ons uite · Skype for Business, bringing the power of omni-channel communications within the reach of every business. By operating your telephone system in the cloud, you can