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Overview

CyTrack® CyCentre™ Service is a Modular Telephony Technology Solution addressing the needs of Serviced Office Operators and Service Bureaus.

The CyTrack® CyCentre™ Service enables a range of advanced services and features to be provided to clients.

Most Importantly the well managed integrated reporting and billing platform allows close cost analysis and billing with all services provided to the client centralised to the one Bill.

CyTrack® CyCentre™ - Service is comprised of the following modules

  • CyConsole™ - PC - Telephony Operator Console
  • CyReport™ Service Bureau - Telephony Accounting, Billing, Reporting and Directory
  • * Personal Computers and Servers not included available as an option
Full details on each module is available from the above links.

Options are available for upgrade as follows:

Key Business Benefits

Personalised answering services with redirect
 The CyConsole™ Intelligent Operator Consoles allow operators to quickly and efficiently without stress or complication answer many calls all personalised and with the correct answering script, together with full details of all client personnel and how they want their calls and messages addressed.
Ability to provide volume low cost services and charge profitably and competitively
 Collect data from telephone calls of clients with mark up from Tariff controlled call accounting and bill. Take messages, send by printing, SMS, E-Mail or Fax and have the ability for these messages to be logged, billed and added to the one bill.
Provide Latest in Technology for Voice and Fax Mail for both in-house and virtual clients via web access or integration with e-mail
 The integrated Callegra Unified Messaging provides state-of-art unified messaging with a powerful web access interface and/or integration with the e-mail in-box. Full remote control for clients to update voice messages provide onward re-direction and message retrieval. 
Support of Virtual Clients requiring Answering Services, optional Fax and Voice Mail
 Expand profit opportunities restricted by in-house capacity by providing services for clients requiring a virtual presence.
Tie customers to greater loyalty through technology options
 Provide optional internal Call Centre and Computer Technology desktop services to in-house clients and enable their own businesses while engender tighter commitment to ongoing patronage.

 

Functionality

Intelligent Operator Consoles
 Providing computer telephony integration, assisted answering scripts, integrated messaging
Operator Messaging
 Integrated from Consoles for messaging to Print, E-Mail, SMS, Voice and Fax Mail direct to Client with full management features
Unified Voice and Fax Mail
 Voice and Fax Mail for clients that can be accessed anytime anywhere via telephone, e-mail or web interface.
One Central Bill
 CyReport™ collects data and usage from the telephone, operator consoles for services provided, messages taken, Internet access and more to enable the Service Office Manager to provide one central Bill. Direct your callers to the right agent by utilising skills based routing features in CyQ™, Skills Based Routing features also make administration a simpler task when moving agents between queues or training new staff - only those agents that have the right skills and the minimum skill rating can be selected to a queue.
Ensure your staff have the right information for the right type of call
 Agents using CyDesk™ can be integrated to your business systems and databases - so that the right information and optional scripts and prompts are presented to the agent depending on the type of call or customer that is calling in.
Give your customers options and service them best
CyQ™ allows for a very varied range of overflow options that allows you to design options for callers rather than just leaving them in queues - provide options to other divisions, voice mail, transfer overflows to other offices or leave details for you to call them back.
Performance & Results
 Our Powerful Reporting Suite, CyReport™ CyReport™ is integrated with CyQ™ and powerful reports can be obtained of your inbound customer service channels and individual and team performance. Review resources you have to see that business targets are being achieved. By a well designed routing and agent plan you can analyse important information on your business. Ensure Auditing and compliance guidelines are being met with complete history of all calls and activities. Click here for more information on CyReport™.
Low Cost
 CyQ™ offers a range of pricing options to suit our customer's budgets.

 

Main Features

  • CyReport™ for Integrated Telephone and Event Call Accounting, Management, Reporting and Billing
  • CyConsole™ with integrated Messaging and Services Accounting and Billing
  • Callware Voice and Fax Messaging - internal and virtual
  • Computer Telephony (CTI) integration for personalised control of telephone functions from the PC and Keyboard, including hold, transfer, conference, recall and dial.
  • Integrated database of company and clients for intelligent call handling based on Caller Line Identity (CLI) or Called Party Number for
  • Service Bureau's operation.
  • Integrated Information Reference Store for company and personal details on caller or called party as applicable
  • Integrated Message Centre for message distribution by:
  • Print Message
  • E-Mail - via integration to Microsoft Outlook
  • Fax - via integration to Callware Callegra Unified Messaging Fax Platform
  • Voice Mail - via integration to Callware Callegra Unified Messaging Voice Platform
  • SMS  - via integration to carrier SMS gateways (internet access and account with carrier required )

Documentation

 

Further Reference

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