CyTrack CyCX-Connect for Avaya Cloud Office

CyCX Contact Centre for Avaya Cloud Office delivers advanced collaboration and boosts customer experience

Huge benefits of integrating contact centre functionality

CyCX is aimed at business users who require to boost customer experience with voice calling and contact centre capabilities beyond meetings, chat and collaboration. CyCX is a communications and collaboration platform for Avaya Cloud Office. Rich contact centre as a service (CCaaS) features vastly improve the agent and customer experience. You can also integrate CRM-data into your business operations and amaze customers with the ultimate service experience.

Business Problem

Business owners want to boost customer excellence utilizing contact centre best practices. CyCX adds contact centre methodologies and functionality to allow your business to meet the customer on how they wish to communicate.

Modular Software and Features

Cytrack CyCX Contact Centre includes our CyReport, CyDesk and CyRecord modules in the package featuring rich cloud collaboration features. CyCX adds to this with its powerful workflow engine for call routing, IVR, overflow management, skills-based routing and more, together with powerful contact centre dashboards to deliver real-time analytics.

CyCX - Collaboration

Meet your customers on the channel of their choice, CyCX gives your agents a unified interface with a holistic view of customers to enable deeper interactions.

1. Chat – Customers increasingly start their relationship with your business online and it’s a simple next step to just click and chat with a member of your team. CyChat will manage your agent rules and allocations, show chat presence to members of the team and also integrate your communications and history into the agent history, reporting and even add all the history to your CRM.
2. Social Media – Cytrack’s CySocial message server brings open, rich media chat and messaging capabilities across WhatsApp and Facebook Messenger to provide real-time communication and collaboration.
3. SMS – Add SMS as a means for your customers to reach you and request customer service, SMS in queue, SMS Call-Me, Telemarketing SMS bulk-out, SMS system alerts for administrators, or SMS to and from your desk to clients, partners and team members.
4. Web call-back – engage the power of the web and allow customers to join a queue just from your web page, the agent gets a pop of the web page the customer was viewing and the customer get a telephone callback.
5. Telemarketing & Outbound – Beyond telemarketing with proactive opportunity creation - speak to more customers and prospects with CyCall omni-channel outbound & telemarketing contact centre.
6. Self-service & IVR – Our CyLive Intelligent IVR solution and design tool allows you to get personal without the person. Sophisticated features with a user configurable interface that uniquely provides an IVR designer tool in a flow chart design.

Every business is different, our customisation engineering services differentiates your business from the rest

Cytrack software engineering and technical services ensure we can customise and fit the solution to your own needs so you can realize the benefits of an optimized customer service contact centre. Our business is accredited to ISO 9001 for quality management including software design and deployment and our point of difference is our affordable flexibility and agile processes to meet your requirements now.