Unified communications, Call reporting and Recording Solutions
Ai Contact Centre
Solutions
Unified communications, Call reporting and Recording Solutions
Native integration with iPECS Cloud
By integrating all your communication channels on the one platform, Cytrack + IPECS Cloud unifies your voice, team messaging, collaboration, and customer experience via omnichannel customer engagements and contact centre functions.
Cytrack + IPECS Cloud transforms both your customer experience and employee engagement. Customers can interact with the organisation when, where and how they want to. And by unifying all customer facing and internal channels on one platform, Cytrack + IPECS Cloud can also simplify the employee experience, greatly improving your team’s productivity and engagement. Your employees will have all the tools they need to provide an outstanding customer experience.
Fully integrated & enhanced browser-based Contact Centre Agent + Telephony controls
Fully integrated & enhanced IVR & Announcement Audio services
Fully integrated & enhanced Voice Recording services
Advanced voice recording features such as Auto-Pause, Client history and cloud storage with analytics and powerful filtering.
Fully integrated & enhanced Call Reporting & Dashboards services
Powerful Cloud Architecture – for isolation, customization & redundancy
Empower Your Business With Cytrack + iPECS Cloud Communications Solution
One intuitive platform. Endless possibilities. Drive team productivity with voice, video and team messaging software. Empower your workforce with a cloud communications solution they can access anywhere in the world.
Deliver tailored customer experiences on any channel with the Cytrack Collaborative Omnichannel Contact Centre, Engage Voice and Engage Digital solutions. Activate offices and reach out to customers and team members on the other side of the world in seconds. Do this and more, at any time, anywhere, on any device.
Fully integrated & enhanced Call Reporting & Dashboards services
The pulse of any contact centre is in its Business Intelligence reporting – what gets measured gets managed. Our solution offers a business wide solution reporting for all users within the iPECS Cloud for your organisation.
Act on the facts – Choose from a wide range of customisable formats to access the real-time sales and service data you need to make critical business decisions. Use intelligent bots to monitor service levels and alert you before problems even arise.
Extended call reporting and analysis optionally integrated to voice recording files for the whole organisation
Just search for what information you are after and global search will show you which reports contain the data you seek
Real time indicators and alerts
Report Generator and Designer – create your own reports in your way.
Configurable web based Business Intelligence Dashboards
Modern charts and graphs supporting multiple tables and charts in one
Cytrack Contact Centre
Revolutionise your customer relationships
Exceed expectations with smarter, more engaging customer communication tools.
Eliminate waiting times
Route calls instantly to the right agent using smart call handling.
Improve your sales
Automate tasks so agents focus on customers and drive more revenue.
Act on the facts
Use real-time data and alerts to make better business decisions.
CyCX Connect adds Collaboration and Omnichannel Contact Centre Services
With voice, chat, social media and email functions, Cytrack CyCX omnichannel contact centre lets your business meet your customers wherever they are, and gives your agents a single, unified interface with a holistic view of customers to enable deeper interactions.
Chat
Live chat with CRM integration, agent routing, and full chat history tracking.
Social Media
Real-time messaging via WhatsApp and Facebook Messenger with rich media support.
SMS
Send and receive SMS for support, alerts, telemarketing, and team messaging.
Web call-back
Let customers request a call from your website with context-aware routing.
Telemarketing & Outbound
Proactively reach more customers across channels with CyCall outbound tools.
Self-service & IVR
Build custom IVR flows for smart, automated self-service without live agents.