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Products and Solutions

Overview

Link your most important tools – The PC, Telephone and Internet and create advanced service management and business efficiency with CyDesk.


CyDesk™ is not just a softphone, CyDesk™ is your personal desktop link to all your communications and customer details for advanced service management and personal efficiency and productivity.

CyDesk™can be used stand alone or integrated to Outlook or your Customer Relationship Management System (CRM) or Database, Access and many other Windows Based Applications. Or just highlight any number in Windows and Right-Click to Dial. 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 from your PC.

CyDesk™ also provides advanced functionality for use in business such as Real Time Management Screen for the Administrator, configurable presence/break types to indicate user status and optional voice recording functionality.

CyDesk™ integrates with Office Communicator and Windows Messenger and can change your presence as you are on and off a call and also can auto-type the callers details for you into a IM window to any selected colleague – for example to alert them they have a call waiting from that contact.

CyDesk™ also integrates with your Outlook Calender, CyDesk™ can scan your appointments and change your presence and also call availability status within CyDesk™ based on your calendar.

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™ or CyCall™ team in an inbound queue and/or tele-marketing campaign. CyDesk™ provides your team 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.

Benefits

Link two important business tools - the PC and the telephone
Ultimately a lot of our business is done over the telephone - and it makes sense to automate a lot of those tasks and also make them easier. Staff efficiency is improved in many ways - even by as simply not having to enter every number to a telephone keypad for every call. Features such as automatically popping the details of the caller to the PC screen automatically provide many beneficial features.
CyDesk™ is not just another softphone

CyDesk is a product designed to enhance the telephone you have whether it is a desktop, IP or Soft phone. CyDesk™ integrates your telephone into your business systems, linking you to your office CRM, customer database or management system and provides presence management defining your status and availability to office colleagues and teams. CyDesk™ is your central communications tool, providing your speed dials, missed call, redial and received calls lists on the screen in front of you. CyDesk™ can record your conversations and it can log all your activity for performance and analysis

Service Efficiency
Create better service for customers by improving internal use of the telephone and contact management. Improve speed of call handling inbound and outbound and returning missed calls
Improve Staff Capability for better Service
Staff efficiency is improved in many ways - even by as simply not having to enter every number to a telephone keypad for every call. Complex service design processes such as customised answering for many different numbers, lines, divisions or clients can all be smoothly presented and handled.
Performance Monitoring
In today's modern business environment, providing quality service is a key objective. CyDesk™ in conjunction with CyReport™ enables service performance adherence and process conformance, full reporting and review of calls made and received.
Low Cost
CyDesk is very low cost and also as you will see below can be upgraded with additional modules to provide voice recording, agent monitoring, right to a full inbound service call centre or outbound tele-marketing operation.
Add Telephony Integration to your Customer Contact or CRM Business Systems

CyDesk™ provides a wide range of enhancing functionality to your customer contact system. CyDesk™ click to dial increases efficiency and output of business calls, testing shows that based on a tele-sales person, around 40 hrs. per year per person can be saved in click to dial over manual dialling more than covering the price of the software. Even more increased savings are made with the screen pop of customer details being presented to the CyDesk™ user on each incoming call. Now the customer details are already present on the PC screen leaving CyDesk™ users free to concentrate on the call in hand.

Log History of calls made received and even missed to your CRM

One of the most important and significant features with CyDesk™ is to have all CyDesk™ users calls logged into the CRM under the contact history. Managers and other team members can review what contact has been made by telephone with the company customers and can review the date, time and duration of the call and of course whether it was a call out, or call received. In most CRM systems CyDesk™ can also generate an action to return a call if your customer called one of your team and they missed the call. All of these actions logged in your CRM under each pertinent contact provide a wealth of important reporting with which you can analyse performance and busy levels and most importantly be assured 100% of the verification of a call being made or received.

Functionality

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™ or CyDesk™ team in an inbound queue and/or tele-marketing campaign. CyDesk™ provides your team 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.

Workflow adherence, ‘presence management’ and communication

Communication with your team can be enhanced by use of CyDesk™ Presence and Break Management features. Any number of break types can be entered to the system and a clear and bright icon chosen for various catagories. Select a break type to show colleagues and team members status. CyDesk™ Break Types and Agent Productivity reports can also be provided by CyReport our optional Call Reporting Package.

Click to Dial
Set up CyDesk™ with your customer database and simply click to dial your contacts - if you don't get through the name of the person and their number is listed in the re-dial list for recall.
Dial from anywhere in Windows
Just right click on any number in your PC desktop - whether it be a email, web page or Word document - and then select 'Yes' to Dial.
Screen Pop on Incoming Call
Integrate CyDesk™ to your customer database and have the correct customer details automatically 'popped' to your screen when you are receiving incoming calls.
All Telephony controls from your desktop
Answer, Hold, Retrieve, Transfer, Conference, Speed Dial, Re-Dial and more all available from your PC screen - no more trying to remember complex keypad codes (note some telephone systems do not support all controls via their CTI interface)
Database and CRM Integration
CyDesk™ integrates to most popular CRM Solutions and Windows ODBC Databases such as Access and SQL to provide additional business and Call Centre applications.
Office Communicator, Microsoft Messenger (including MSN Messenger) Integration

View your Messenger Contacts Status in CyDesk™ in the one view with CyDesk™ Status.  Right Click to send a instant message direct from CyDesk™.  Hover over the Messenger status in CyDesk™ to see your contacts status.   CyDesk™ updates your Messenger Status to 'on the phone' in real time.  Right Click to have CyDesk™ send a Instant Message to your Messenger contact with the Caller Details auto-entered for you.

Outlook Calendar Integration

Integration with Outlook Calendar - Manage your team’s status and availability with CyDesk™ ‘presence management’ with integration to your teams Outlook Calendar. CyDesk™ will detect meetings that are booked into the calendar and will change the CyDesk™ status to a pre-defined meeting type against the Calendar meeting types. All your team and managers can be aware of individuals status and availability - fully sychronised.

Microsoft Dynamics CRM CyDesk Side-Bar' Advanced Call Management

CyDesk™ features a unique feature designed for Microsoft Dynamics CRM - the CyDesk™ Call ‘Side Bar’ that is optionally popped on all calls you make or receive that lists the opportunities and cases related to your contact. You may click on an opportunity or case hyperlink to store all call details under that opportunity or case and also jump directly to it from the CyDesk™ Call ‘Side Bar’.

Optional Voice Recording - On-Demand, Random or Full Time
By adding CyRecord™ you can now record calls to a .wav file on your PC or a central store area - by agent, call type or other criteria. CyRecord™ can be set as On-Demand - and the CyDesk user selects the record feature, or Random or Full Time where all calls are recorded. Click here to see CyRecord™ for more details.
Integrated Reporting and Billing with CyReport™

CyDesk™ can log all activities of the Agents such as On Call, Idle, On Break including which calls answered, transferred and messages taken to CyReport™ providing service analysis and also specialised billing services. Click here to see CyReport™ for more details.

Call Centre Functionality Modules
CyDesk becomes the Agent PC Desktop interface when you add our CyQ™ Inbound Queuing Solutions or CyDesk™ Outbound Telemarketing Systems to your business. This provides your business a smooth upgrade path and no need to learn new interfaces on your staff desktops. In fact with CyQ™ and CyDesk™ once you have purchased the modules CyDesk™ is all you need for user licensing - so if you already have all your staff on CyDesk™ - everyone is connected as part of your call centre and no additional seat licensing is required.
CRM CTI Integrations
  • Microsoft Dynamics CRM
  • GoldMine
  • ACT!
  • SalesLogix
  • Maximizer
  • Outlook
  • Access
  • Many more specialised vertical applications available
  • Custom Integration available via CyDesk™ Integration Gateway

Features

  • All Telephony controls from your desktop
  • Click to Dial
  • Screen Pop on incoming call
  • Database & CRM integration
  • Log history to your CRM
  • Review staff and colleagues status with CyDesk™ ‘presence’ management
  • Alert Me - set Alert Me tags to your colleagues and be alerted when they become free or off a break
  • Manage your calls with speed dials, re-dial, missed call and received call lists
  • Optional - Add voice recording – see CyRecord™
  • Optional - Integrated Reporting, Analysis and Billing with CyReport™Full screen/toolbar control
  • CyDesk™ is modular - from personal tool to Business Communications or Call Centre agent module
  • CyDesk™ becomes the log-in, break-out manager, wall board and completion and account code entry point
  • Log-in to CyQ™ for inbound queue management
  • Log-in to CyCall™ to join a CyCall Tele-Marketing Campaign

Documentation

 

Further Reference

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