Contact Centre for Microsoft Teams for advanced collaboration and boosting 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 Microsoft Teams. Rich contact centre as a service (CCaaS) features vastly improve the agent and customer experience. Contact centre agents can easily collaborate with business experts via Microsoft Teams to help with customer inquiries. 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 add contact centre methodologies and functionality to allow your business to meet the customer on how they wish to communicate, all in Microsoft Teams.

Modular Software and Features

CyTrack CyCX Contact Centre includes our CyReport, CyDesk and CyRecord modules in the package featuring rich Teams collaboration features such as Adaptive Cards (through incoming webhook) and Configurable Tabs – check out those modules for further details. CyCX adds to these modules 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.

Design your own dashboards, set KPI thresholds and receive alerts into Microsoft Teams, email or SMS
Microsoft Teams Adaptive Cards provide intelligent dashboard alerts of key thresholds amongst your channels and users through incoming webhook
Microsoft Teams Configurable Tabs allow relevant specific dashboards to be added to targeted Teams channels

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.

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.

Limitations, conditions, and exceptions

CyCX requires a compatible PBX or cloud communications service using Microsoft Teams Direct Routing. The CyCX subscription includes CyTrack CyReport, CyDesk and CyRecord services. You will be directed to deploy these modules as part of the total solution to activate CyCX.

CyCX Contact Centre for Microsoft TeamsCyTrack

CyCX Contact Centre for Microsoft Teams

CyTrack

CyCX Contact Centre for Microsoft Teams

CyTrack

CyCX Contact Centre for Microsoft Teams
CyTrack