Overview
CyTrack CyPhone™ is a desktop Computer Telephony Software
Product that links your PC to your telephone, providing a wide
range of features and functions.
CyPhone™ can be used stand
alone or integrated to Outlook or your Customer Relationship
Management System or Database, Access and many other Windows
Based Applications. Or just highlight any number in Windows and
Right-Click to Dial
CyPhone™ integrates to most popular CRM Solutions
including Maximizer and Windows ODBC Databases such as Access and SQL to provide
additional business and Call Centre applications. For more
details or specific requirements please contact sales.
All standard telephone controls
such as answer, hold, re-dial, conference and transfer are now
easier and in fact better supported now it can be done from your
PC.
CyPhone™ also provides advanced
functionality for use in business such as Real Time Management
Screen for the Administrator, configurable break types to
indicate user status, optionally providing voice recording
functionality,
Benefits
Link two important business tools - the
PC and the telephone
Ultimately a lot of our business is done over the
telephone - and it makes sense to automate a lot of those tasks
and also make them easier. Staff efficiency is improved in many
ways - even by as simply not having to enter every number to a
telephone keypad for every call. Features such as automatically
popping the details of the caller to the PC screen automatically
provide many beneficial features.
Service Efficiency
Create better service for customers by improving
internal use of the telephone and contact management. Improve
speed of call handling inbound and outbound and returning missed
calls
Improve Staff Capability for better
Service
Staff efficiency is improved in many ways - even
by as simply not having to enter every number to a telephone
keypad for every call. Complex service design processes such as
customised answering for many different numbers, lines,
divisions or clients can all be smoothly presented and handled.
Performance Monitoring
In today's modern business environment, providing
quality service is a key objective. CyPhone™ in conjunction with
CyReport™ enables service performance adherence and process
conformance, full reporting and review of calls made and
received.
Low Cost
CyPhone is very low cost and also as you will see
below can be upgraded with additional modules to provide voice
recording, agent monitoring, right to a full inbound service
call centre or outbound tele-marketing operation.
Functionality
Click to Dial
Set up CyPhone™ with your customer database and
simply click to dial your contacts - if you don't get through
the name of the person and their number is listed in the re-dial
list for recall.
Dial from anywhere in Windows
Just right click on any number in your PC desktop
- whether it be a email, web page or Word document - and then
select 'Yes' to Dial.
Screen Pop on Incoming Call
Integrate CyPhone™ to your customer database and
have the correct customer details automatically 'popped' to your
screen when you are receiving incoming calls.
All Telephony controls from your
desktop
Answer, Hold, Retrieve, Transfer, Conference,
Speed Dial, Re-Dial and more all available from your PC screen -
no more trying to remember complex keypad codes (note some
telephone systems do not support all controls via their CTI
interface)
Optional Voice Recording - On-Demand or
Full Time
By adding CyRecord™ you can now record calls to a
.wav file on your PC or a central store area - by agent, call
type or other criteria. CyRecord™ can be set as On-Demand - and
the CyPhone user selects the record feature, or Full Time where
all calls are recorded. Click here to see CyRecord™
for more details.
Integrated Reporting and Billing with
CyReport™
CyPhone™ can log all activities of the Agents
such as On Call, Idle, On Break including which calls answered,
transferred and messages taken to CyReport™ providing service
analysis and also specialised billing services. Click here to
see CyReport™
for more details.
Call Centre Functionality Modules
CyPhone becomes the Agent PC Desktop interface
when you add our CyQ™
Inbound Queuing Solutions or
CyCall™ Outbound
Telemarketing Systems to your business. This provides your
business a smooth upgrade path and no need to learn new
interfaces on your staff desktops. In fact with CyQ™ and CyCall™
once you have purchased the modules CyPhone™ is all you need for
user licensing - so if you already have all your staff on
CyPhone™ - everyone is connected as part of your call centre and
no additional seat licensing is required.
Features
- Full screen/toolbar
control
- Colour Customisation
- Caller ID/Name/Company
- Call Time Counter
- Last 50 number re-dial
- Speed Dials and Extension
Status Display
-
Dial/Answer/Hold/Recall/Hang-Up/Conference
- 3rd Party Transfer
- Auto/Manual Screen Pop
- Call History Journal
Options
- Missed Call Re-Dial
Options (subject to integrated database)
- Agent Break Types
- Central Administration
- Group or Individual
Settings Profiles on Features
- Administration Real Time
Agent Review
- Optional Agent Call Time &
Traffic Reporting (See
CyReport™)
CyTrack®
Telecommunications create powerful and versatile
software applications that deliver advanced functionality,
providing you with a business edge:
Computer Telephony Integration
PC-Telephone Management
Intelligent PC Operator Console
Reporting, Analysis and Billing
Intelligent Inbound Queue Management
Outbound Tele-Marketing Management
Voice Logging and Recording
Complete Call Centre Solutions
Serviced Office Solutions
Unified Voice and Fax Messaging
Click here to download the CyPhone Brochure
Contact us for more
information on how CyTrack products can make your business more
efficient. |
