Link Your Most Important Business Tools
Desktop agent unified communications to deliver advanced service management and business efficiency
Save Valuable Time with Desktop Call Control
CyDesk™ integrates all of your standard telephone controls and business data on the computer desktop to enhance the customer experience and save valuable time on each call. Individual user ‘presence’ with configurable breaks allows staff to identify the status of their colleagues and teams and supervisors to monitor the efficient use of time.
- Offer a warmer, more professional welcome to callers
- Save time with rapid access to customer database details
- Reduce call costs with improved dialling accuracy
- Who is busy, who is free? Easily identify status of individual Users
- Rapid access to missed calls and previous inbound/ outbound calls
- Improve performance through supervisor monitoring anywhere
Powerful Features & Benefits
Your desktop PC becomes a powerful business tool with telephony features including answer, hold, re-dial,conference and transfer.
CyDesk also provides advanced functionality for businesses such as real time management screen for the Administrator, configurable break types to indicate individual user ‘presence status’ and you can even highlight any number in Windows and ‘Right-Click’ to dial, it’s that easy!
CyDesk can be used stand-alone or integrated to Outlook, your Customer Relationship Management System(CRM) or Database, Access and many other Windows based applications.
- Use standalone or linked to your CRM
- Click to dial from database and CRM or from anywhere in Windows
- Screen pop of customer details
- Drag and drop call control
- Call Answer/Hold & Transfer
- Inbound, Outbound and Missed call history
- Compatible with Mac PC’s
- Shows ‘presence’ of home workers
- ‘Presence status’ – set your availability
- See your co-worker’s availability
- Set Teams and Queues
- Transfer calls from one queue to another
- Campaign and call completion codes
- Call and message alerts
- Optional call recording integration
- CRM and Database Integration
- Microsoft Dynamics CRM 3.0 & 4.0
- SalesForce CRM
- Swiftpage Act!
- Microsoft Outlook/Access
- Custom integrations and free API available
CyDesk Team is our entry level Unified Communications desktop app that provides integration to Microsoft Outlook for click to dial and screen pop and a range of smart business features for office collaboration, shared presence and more.
Choose CyDesk UC if you require CRM integration, Skype for Business integration or CyTrack Contact Centre agent controls and functionality.
CyDesk when integrated with CyRecord™ (our optional ISDN2, ISDN30, analogue and IP recording solution) offers rapid access to recordings, controls selective recording and enables pause record when taking credit card details to comply with PCI DSS.
Take It To The Next Level
The CyTrack suite of software applications is modular enabling you to pick and choose what works for you. CyDesk is the desktop telephony interface and building block for CyTrack’s Omni-channel CyCC Inbound Contact Centre and CyCall Outbound Contact Centre solutions. These solutions take your business to the next level in modern sales and marketing and customer service technology.
You don’t need to be a call centre to utilise Contact Centre technology. In the modern social online world, your customers call has never been more important. To be successful today, you must be able to swiftly and professionally respond to your customers across a broad range of interaction channels, from voice, to email, web chat to social media. This has to be managed together with ensuring customer satisfaction levels are high and ensuring the right person with the best skills is matched to handle the connection. Last but not least, it’s essential to deliver accurate information in real time and historical reports to all divisions of the business.