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Overview

CyTrack® CyLive™ is a powerful Interactive Voice Response (IVR) Engine and Management Module designed to offer very sophisticated features with a user configurable interface that uniquely provides a IVR designer tool in a flow chart design

Key Business Benefits

Business Efficiencies and lower costs

CyLive™ IVR offers businesses the technology to provide services on-line via telephone 24 hours a day, without operator involvement taking care of transactions and services that do not require personal interaction. Examples include entry of customer details, payment by telephone, call routing, telephone booking and much much more. 

Enrich Customer Relationships
CyLive™ can enrich and expand customer services, especially when integrated with CyTrack Call Centre modules such as CyQ™.  Examples include allowing callers to enter their details while in a queue and have CyLive™ ring them back when an agent is available to take their call,  allow customers to enter their PIN or invoice number so that the agent has all the details to hand when their call is answered - and more.
Create New Services
CyLive™ enables businesses to provide services they previously couldn't, whether by offering services 24 hours a day, new services such as payment by telephone, or directed personalisation such as recognition of the caller or their reason for calling - before the call is answered.
Empower your business
CyLive™ includes a unique Designer Tool so that those businesses that wish to, can take on simple administration tasks and changes and even design their own complex IVR scripts and features.

Typical Functionality and Applications

Customer Pin Code Verification

Route callers to CyLive™ to collect a unique customer pin to then allow access to personal information or customised services.

Queue Call-Back When integrated with CyQ™

CyLive™ can collect caller details and allow the caller to hang-up but retain their position in the queue and receive a automatic call-back when the next agent is available.

Personalised Routing By either Caller ID or customer PIN Entry

CyLive™ can then access your customer database or CRM and look-up specified customer service fields that determine how the call can be routed when integrated with CyQ™.

V-Commerce

CyLive™ scripts can be developed to provide online customer payments and real time verification in conjunction with compatible e-commerce systems.

Account Status

CyLive™ scripts can be developed to provide customer information or account status after online pin verification.

Help Desk Status

CyLive™ scripts can be developed to provide customer help desk ticket status after online pin verification and ticket ID entry .

Personalised Call Forward

CyLive™ scripts can be developed to provide a range of personalised call forward options for special or VIP clients for each user desktop when integrated with CyDesk™ and CyQ™.

Service Bureau & Billing Functions

CyLive™ can provide complete reporting and service billing of functions utilised when integrated with CyReport™. Telephone Access and Billing CyLive™ scripts can be developed to provide telephone services via Pin Code Access and the billing information per account provided when integrated with CyReport™.

Speech Recognition Call Routing

CyLive™ scripts can be developed to allow call routing via Voice Recognition utilising the Microsoft Speech Recognition Technologies.

Main Features

  • CyLive IVR Designer Tool
  • CyLive Real Time Monitor
  • CyLive Reports Generator
  • Integration to CyTrack Call Centre Modules
  • Customer database or CRM integration
  • SQL Database architecture

Further Reference

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