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What are Business Intelligence (BI) applications? The CyTrack BI suite is a set of applications that deliver historic and current information on business communications, supporting better business analysis and decision making.

All businesses need to live by the laws of efficiency, speed and great customer service. Creating exceptional value with the highest effectiveness is the goal. The old adage of ‘what gets measured gets managed’ continues to apply today and it is through measuring performance that businesses can ensure they meet these critical benchmarks.

CyReport consists of 4 specific solutions

CyReport™ provides your business with the means to collect, report and analyse on your telephone system.  From a company wide analysis, or whether broken down by department or team, even just on a single extension, CyReport™ provides the information on your most important area of business, how you are communicating with your customers, what your performance is and where the costs are coming from. 

• CyReport Limited/Premier/Ultimate - SQL based data warehouse & reporting service that stores and reports on information collected from telephony platforms, contact centres and other CyTrack applications such as CyDesk and also voice recording with CyRecord.

• CyReport ACD - integrates with select telephony platform Automatic Call Distribution (ACD) systems, providing real time statistics on agents & queue groups. The powerful CyReport SQL database enables access to a wide range of Telephone Call Accounting and ACD Reports.

• CyReport Hospitality - a vertical solution for the hospitality industry that provides a simple hotel/motel front desk interface for check-in/check-out and bill preview. Additional features provide for miscellaneous charges and custom rating of calls per customer segment.

• CyReport Service Bureau – a vertical solution for the serviced office environment that enables reporting & billing for multi-tenanted physical & virtual office environments
  

CyReport ACD, Premier & Ultimate are also equipped with the Business Intelligence Dashboard -
a web based, real time dashboard screen and threshold alerting service that is user configurable.

When CyReport is utilised in conjunction with applicable CyTrack Unified Communications and Unified Contact Centre applications, your business is accessing the latest in technology solutions for Business Intelligence, delivering real-time alerting as well as trend reporting.

Key Business Benefits

• Measure and Improve Staff Efficiency, Productivity & Customer Service
• Increase Profitability by Tracking & Controlling Telecom Costs
• Better Profitability through Accurate Customer/Project Billing
• More Accountability due to Divisional Cost Allocation
• Better KPI Management leading to Enhanced Contact Centre Service Levels
• Increase Customer Loyalty & Satisfaction by Automating Serviced Office Operations & Billing Functions
• Manage youer Key Business Metrics better by utilising a configurable web based Business Intelligence Dashboard with real time indicators & alerts

Main Features

• Service/Performance Monitoring
• Powerful Business Intelligence Suite for reporting, analysis and escalations
• Compatible with most telephony platforms
• Web based client
• SQL database architecture & SQL Reporting Services reports architecture
• Powerful Carrier Tariff interface
• Directory and Information Services
• Serial & IP call logging
• Over 200 powerful reports for system performance, service levels, grades of service and agent/team evaluation
• Integration to other CyTrack modules & third party applications
  • Automatic Scheduling of reports to print, email or file (CSV, PDF, Excel)
• Self Configurable web Dashboards with real time graphs, speedometers and charts including multimedia alerts to screen, e-mail or SMS based on thresholds
• Logging, reporting and playback of optional CyRecord™ call recordings
• Multi-user and Multi-site Support
• Account Code Tracking for Project/Item Billing

Further Reference

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