Omni-channel contact centre using Customer Experience Technology

Customer experience technology

CyTrack Customer Experience (CX) technology seamlessly integrates into your telephony systems, CRM and database, allowing you to respond swiftly and professionally to customers across a broad range of channels. Connect them to the right person, have accurate information to hand transforming your customer experience and your business.

72% of businesses say that improving customer experience is their top priority
Forrester Research

72 percent

Which of the following is a
top priority for your business?

CRM, applications and business process integration

Most businesses have made investment in important applications, whether that be as simple as Outlook or a full CRM, or even specific vertical market applications for your industry. CyTrack has decades of experience making application integration one of our core specialisations.

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Reporting & dashboards, business intelligence

“What gets measured gets managed”. Improve efficiency within your organisation and increase productivity. Do you know how many calls your business is missing or how long your customers are waiting?

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Inbound contact centre

More and more successful small to medium sized businesses are now utilising affordable Contact Centre technology. This offers customers a much more streamlined and enjoyable experience, whilst allowing a more efficient telephony system and providing a distinctive advantage over the competition.

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Outbound contact centre

The technologies, methodologies and managed approaches pioneered by call centres are now implemented in all sizes of business to increase revenue opportunities.

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Omni-channel smarter customer engagement

Today’s customers choose to communicate in a wide variety of ways, including phone, email, SMS, web chat, Facebook and Twitter. Smarter customer engagement starts with being able to communicate effectively in the manner your customers choose.

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Beyond telemarketing with proactive opportunity creation

Telemarketing is still a very important part of the repertoire for many businesses processes to reach new prospects. Customer experience technology take this to the next level with smart integration to CRM

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Voice / screen recording and compliance

Many organisations now make contracts by phone and require ‘voice signatures’ in the form of a voice record. The Government and the Payment Card Industry Data Security Standard (PCI DSS) mandates businesses to record and archive customer interactions.

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Evaluation & training, coaching, guidance and feedback

It’s a challenge for businesses to deliver coaching and feedback consistently. Evaluation and continued skill growth after initial on-boarding is vitally important to ensure the best possible customer experience.

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Self-service automation

Providing your customers with self service automation is a must. More and more industries and businesses are adopting this as a means to improve efficiency, reduce costs and create an environment of empowerment.

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Customer satisfaction and surveys

Customer satisfaction plays an important role within any business. Not only is it the leading indicator to measure customer loyalty, identify unhappy customers, reduce churn and increase revenue; it is also a key point of differentiation that helps you to attract new customers.

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Build a smarter business with customer experience technology

We understand one size doesn’t fit all, and the CyTrack suite is a modular range of applications that can be delivered individually or integrated together for complete business solutions.

CyCall

Boost your outbound capability

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CyCC

Omni-channel contact centre

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CyDesk

Link your most important business tools

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CyLive

Intelligent IVR and design tool

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CyRecord

Powerful and flexible voice recording

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CySocial

Social media integration

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CyChat

Contact centre web chat

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CySMS

Integrated SMS message service

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CyCoach

Agent evaluation and training

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CySurvey

Surveys and customer satisfaction manager

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CyReport

Call accounting / business intelligence reporting

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