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Overview

CyDesk™ can be used stand-alone or integrated to Outlook, your Customer Relationship Management System (CRM) or Database, Access and many other Windows Based Applications. You can even just highlight any number in Windows and Right-Click to Dial, it’s that easy!

All standard telephone controls such as answer, hold, re-dial, conference and transfer are now easier and in fact better supported now it can be done right from your PC. CyDesk™ also provides advanced functionality for use in businesses, such as Real Time Management Screen for the Administrator,
configurable break types to indicate individual user ‘presence status’ and optional voice recording functionality, utilising the power of our CyRecord™ Voice Recording module.

CyDesk™ is a complete business system that is modular - CyDesk™ becomes the desktop agent module in any CyTrack® Business Communications or Call Centre System. Work alone or be a part of a CyQ™ Inbound call centre team, CyCall™ Outbound telemarketing team or both at the same time.

CyDesk™ provides your team with system log-in, break-outs, completion codes, call wallboard and voice recording control centre when you are part of a CyTrack® Business Communications System. Remember, CyDesk™ also links your team into your company CRM for a complete integrated solution.

Key Business Benefits

  • Link two important business tools – the PC and the telephone
  • Click to dial
  • Screen pop of customer details
  • Drag and drop call control
  • Service efficiency
  • Improve staff capability for better service
  • Performance monitoring
  • Low cost
  • Add telephony integration to your Customer Contact, Help Desk or CRM Business Systems
  • Log History of calls made, received and even missed to your CRM
  • Workflow adherence, ‘presence management’ and communication

CRM & Database Integration

  • Microsoft Dynamics CRM 3.0 & 4.0
  • GoldMine
  • ACT!
  • SalesLogix
  • Maximizer
  • Salesforce
  • Outlook
  • Access
  • Many more specialised vertical applications available
  • Custom Integration available via CyDesk™ Integration Gateway

Main Features

  • Compatible with most telephony platforms
  • Compatible with most CRM & customer databases
  • Your telephony controls from your PC
  • Click to dial from database & CRM or from anywhere in Windows
  • Screen pop details of callers
  • Log call information and duration to your database or CRM
  • Presence Management
  • Drag and drop call control for transfer and conferencing made easy
  • Alert Me - set Alert Me tags to your colleagues and be alerted when they become free or off a break
  • Instant Message integration with Office Communicator and/or Windows Live
  • Powerful Operator Front Desk
  • Directory & Message management module
  • Outlook Calendar integration
  • Optional Voice Calendar
  • Optional voice recording with CyRecord™
  • Voice &Fax Unified Messaging

Further Reference

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