Your browser does not support script
Content
 

 

CyTrack Unified Contact Centre Suite


What is a Unified Contact Centre?
The CyTrack Unified Contact Centre suite is the intelligent management of these disparate communication mediums into one customer interactive management team centric system.
The CyTrack Unified Contact Centre suite brings together all three important product groups of CyTrack combining Unified Communications and Business Intelligence.

Whether you are a team as little as 2 people or a large enterprise group of many hundreds, whether you are in one location or connected in many different geographical zones or simply remote workers, the CyTrack Unified Contact Centre Suite will create new efficiencies, cut costs and improve customer service for your business.

The CyTrack UCC Suite can talk to your customer database or CRM (customer relationship management system) to let you know who your customers are and how they wish to be serviced, it manages your customers requests via routing to the most appropriate people on your organisation and handles all communications in the way that your customer most prefers to communicate with you, whether that be by telephone, email, fax, SMS, web chat, web site callback, callback in queue, or proactive outbound tele-marketing and customer call-backs.

The CyTrack UCC Suite is compatible with most CRM systems and also includes a gateway for those organisations that have their own customer database or third party application that they wish to integrate with their own solution and services. An important part of the CyTrack UCC Suite is our Business Intelligence modules, ‘what gets measured gets managed’ is a famous adage.

We provide a range of powerful modules to ensure that you get a complete 360 view of your business and its communications with your customers. Click the above link for full details.
For individual features please review our CyTrack UCC modules, but below provides an idea of what you can expect from our solution:


Key Benefits : 
  • Unify all your business contact centre communications on the PC desktop
  • Integrate to your CRM or customer database – know who is calling you before you even answer the phone
  • Use this information for priority and for personalised service to route your callers to the right team or even person to handle the call
  • Handle multi-media methods of receiving communications, telephone, e-mail, fax, SMS, web call-back, web-chat, or even Tweets from Twitter
  • Abandoned call auto-callback facility calls back those customers that hung up while in the queue
  • Optional Call-back in queue service for customers who can hang up but maintain their position in the queue and are called back when the next agent is available
  • Simple to use but powerful administration such as drag and drop of agents into teams or callers into queues
  • Intelligent overflows to escalation teams in office or even off site remote workers
  • Self configurable web based Dashboards for Real-Time graphs, speedos and charts including multi-media alerts to screen, e-mail or SMS on reach of targeted thresholds.
  • Over 200 powerful reports for system performance, service levels, grades of service and agent/team evaluation
  • Integrated Voice Recording on-demand, random or record all options
  • Optional Voice Recording Coach & Questionnaire module for agent and call evaluation and training assistance
  • Optional Call blending allows inbound/outbound call management according to contact centre busy thresholds, create revenue earning tele-marketing campaigns when inbound call levels are low
  • Supports remote workers and networked multi-site operations

Key Benefits : 

 

  • Compatible with most telephony platforms
  • Compatible with most CRM & customer databases
  • Automatic Call Distribution (ACD) queuing & routing
  • Skills based routing
  • Database lookup for intelligent customer routing
  • Multi-Media support for telephone, SMS, e-mail, fax, web-call, call-back in queue, web-chat, Twitter
  • Web Chat module
  • Powerful Business Intelligence Suite for reporting, analysis and escalations
  • Self Configurable Dashboards with graphs and threshold alerts runs over web
  • IVR & self service facilities
  • Powerful Tele-Marketing outbound dialling module
  • Voice Recording Module
  • Agent Coaching Module
  • Multi-site Support
  • Customer Satisfaction Surveys

Links to CyTrack Unified Contact Centre Suite Modules  :
© 2010 CyTrack Technologies