Unified Communications Software
Contents
Products and Solutions
Overview
Connect
your customers and partners swiftly and efficiently with your best team members
to service the call. CyTrack® CyQ™ is the most
affordable professional Customer Service and Inbound Management & Reporting
system for all businesses.
CyQ™ provides your business with the means to
route and manage your customers and provide them options on how they want to
contact your staff in the best possible way.
CyTrack® CyQ™ is an Inbound Call and Queue Management system designed to offer very powerful features and simple administration. CyQ™ offers powerful Skills Based Routing and Automatic Call Distribution with variable Announcement Management options that provide your business with state-of-the-art Call Centre Technology.
CyTrack® CyDesk™ agents log in and out of CyQ™ and all the data from queues, traffic and agents is logged and reported on by CyReport™ providing a powerful and integrated solution that can grow with you. To add additional agents you only need to purchase CyDesk™ agent licenses - and if you have staff using CyDesk™ already they can be easily administered into the Call Centre or Call Group.Benefits
The Possibilities are endless
Give your customers options and/or automate your ability to service them best - how they want. CyQ™ allows for a range of routing possibilities and direction options that allows your customers to choose how they want to contact you rather than just leaving them in queues - provide options to other divisions, voice mail, transfer overflows to other offices, employ skill-based routing to the best trained team members, or even let them hang up but keep their position in your queue and you call them back.
Professionally manage one of your most important business needs - your customers calling you
Whether you are a formal call centre managing inbound calls or an informal call group that collectively provides a specific service or business function, CyQ™ can help manage inbound call routing and call queue requirements.Ensure Calls are always directed to the best person for the job
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.Functionality
Queue Real-Time Management
The CyQ™ Manager Screen provides you information on what is happening in your queue groups and customer service channels. Volume, average wait times, abandoned call rates, agent statistics and your set alarm thresholds are all delivered to your in Real-Time. Add agents to queues by simple drag and drop. If you have CyQ™ integrated with your customer database you can see who is in a queue and you can even move callers from one queue to another or direct to an agent by drag and drop.
Agent Real-Time Management
The CyQ™ Manager Screen provides an advanced real time screen of all queue and agent activity. The Manager can force agents on and off breaks centrally - as well as changing agents between queues and all administration of the system centrally. A range of Real-Time graphs are available to review agent and queue performance statistics.
Queue Management and Announcement Control
When no agents are available CyQ™ will take the call and provide the caller with specific announcements per queue group that you have recorded. Options include queue position and average wait time messages and each queue can have a separate set of parameters and settings. You control the time between announcements and how long the message is.
Automatic Call Distribution
CyQ™ will always be looking for the agent who has least been on the telephone since the last call therefore evenly distributing the calls amongst your staff.Skills Based Routing
Multi-level unlimited skills sets can be created and a rating system for each skill applied. Agents are then allocated the applicable skills to their role and then rated on scales you determine. Queues can then be administered to route callers to those agents that have the right and minimum skills levels. Agents with lower skill levels will not get a call unless the higher rated agents become busy.Break Management and Workflow Adherence
You can create an unlimited number of break types in CyQ™. Agents select a break type to temporarily stop calls coming to their desktop and also show their status to the administrator and all other agents. A range of reports allows the call centre manager to analyse the amount of breaks and types taken. Certain automatic features are available as well - if an agent leaves their desk without going on a break - CyQ™ will take the call back to the queue and automatically put that agent on a special reportable break type.Real-Time Queue and Agent Reporting Statistics
Simply right click on any queue or agent to review instant real-time and historic statistics on performance and system activitiesIn queue options for callers
CyQ™ allows for an unlimited number of options that can be provided to callers to exit to voice mail or select to go to another queue group. Each announcement can have its own range of options.Completion Codes
Codes can be entered and enforced to the agent after every call is completed for entry. These completion codes can then allow a detailed analysis of call traffic and results.Queue Scheduling
Calls can be setup and allocated start and end times on a 7 day per week basis for automatically changing queue patterns and routes and agents.Queue Priority Management and Balancing
Allocate priority placements to queues with the CyQ™ Priority Rating System and also provide options to count up the importance rating of a queued caller differently by queue. eg Help Desk Calls rated at Priority 5 to be scored up one point every 1 minute.Call Blending
Integrate CyQ™ with CyCall™, our Telemarketing Manager module and manage agents in both inbound and outbound workflows. Use the CYQ™ Rating system to prioritise and assign importance between inbound and outbound calls.Agent Wallboard
Each agent has available an onscreen wallboard showing how many other agents are available and ready in the queue, number of callers in the queue with maximum and average waiting times.Advanced Overflow Control
A range of very flexible overflow controls are available in a simple interface - based on agent availability, agent to call ratio, number of callers in queue and/or time in queue, the caller can be routed to another queue, other number or office, device or person.CyQ Multi-Media Call Centre Features
Manage all your customers enquiries to your company within the CyTrack CyQ™ environment - calls, voice mails, emails, faxes, call-back requests from your web pages or any URL hyperlink. Each enquiry type can be assigned its own queue and therefore the CyQ™ Real-Time screens and also historical reports log and present traffic and statistical details for Call-back in Queue tasks and performance just the same as live calls in the system features. Agents can catagorise the tasks completed by administrator assigned lists so that results and totals can be provided in real-time statistics to the wallboard and for review in historical reporting. Tasks can be assigned to agents according to their skill level and also media type approval.Call-back in Q
Callers in the Queue need no longer wait - callers can be presented with an option to leave their details and a voice message and maintain their position in the queue. CyQ™ will present a call-back action to designated agents with the caller details and also the voice message left, by any administrator set priority or schedule. Advanced customer care can be provided by integratiion with CyLive™ - CyQ™ Callback can then recognise unique caller IDs against existing customers if they exist in your database and then greet them by name and present them with options for call-back on the number they called in on or prompting them to enter a different return number. Agents can catagorise the tasks completed by administrator assigned lists so that results and totals can be provided in real-time statistics to the wallboard and for review in historical reporting. The CyQ™ Real-Time screens and also historical reports log and present traffic and statistical details for Call-back in Queue tasks and performance just the same as live calls in the system features.
Web Call-Back
CyQ™ Ultimate Administrators can setup Web Call-Back buttons or hyperlinks on their web site or emails which callers can then click and enter their details including a text message. CyQ™ will then enter the caller into a queue and present a call-back action to designated agents with the call-back details and and text message left, queue name and a hyperlink button to pop the web page that the caller was looking at when they booked the call-back. The CyQ™ administrator can provide options for the caller to select specific queues to be entered to - such as sales service or accounts etc. or products groups as you wish to option, then call-backs can be assigned by any set priority or schedule. Agents can catagorise the tasks completed by administrator assigned lists so that results and totals can be provided in real-time statistics to the wallboard and for review in historical reporting. The CyQ™ Real-Time screens and also historical reports log and present traffic and statistical details for Web Call-backs tasks and performance just the same as live calls in the system features. Try it yourself - click the call-me link above.
Email, Voice and Fax Queuing to the Call Centre Agents
CyQ™ Ultimate Administrators can setup designated emails, voice mails and also fax servers that support POP, IMAP & SMTP to then be routed into a Queue for designated CyQ™ agents. The emails/faxes are treated just as a caller in a queue and will be routed to the next available agent. Options can be set so that Agents with an email/fax task can be set to busy so they don't take calls or be available at all times for both. Agents can catagorise the tasks completed by administrator assigned lists so that results and totals can be provided in real-time statistics to the wallboard and for review in historical reporting. The CyQ™ Real-Time screens and also historical reports log and present traffic and statistical details for Email, Voice and Fax queues tasks and performance just the same as live calls in the system features.
Features
System Features
- Real-Time Administration Interface
- Range of Queue Management Distribution Modes
- Skills-Based Routing
- Configurable Announcement Manager
- Auto-Attendant
- Queue Priority and Overflow Management
- Drag and Drop Agents and Callers
- Configurable Threshold alarms
- Database/CRM Integration
- Optional Voice Recording
- Integrated Reporting - over 150 Reports
- Configurable Completion & Wrap Up Codes
- Optional Call-Back in Queue Module
- Configurable Agent break-out codes
- Optional Tele-Marketing Call Blending Module
Agent features
- Agent Log-In/Out On-screen
- On-Screen Wallboard
- Run from toolbar or full screen
- Integration with customer database or CRM
- Customer Screen Pop Details
- Queue Name Shown on Agent Screen
- Agent Call Wrap Up Codes
- Agent Break Codes
- Auto Agent Absent Redirect
- Log Agents into new Queues - reassign while live
- See CyDesk for full details
Documentation
Demonstration
Further Reference
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