CyTrack CyConsole™ is an intelligent PC based Telephone Operator Console. CyConsole™ provides computer assisted functions to enable superior operator service for any busy front desk environment - especially suited to Serviced Offices, Hospitality, Bureau Services and Corporate Use. Features include Screen Pop of Caller ID and/or the name of the number called, Prompts and Scripts for Customised and Specific Call Answer Requirements per business line or number or service or client, Simple Click and Transfer, Integrated Directory of Users and Departments and optional Integrated Messaging options.

• Simple Mouse or Function Key Operation
• Full screen/toolbar control
• Caller ID/Name/Company/Indial
• In-Dial Answer Script
• Personnel Script for Cal Handling direction and information
• Integrated Directory Tree for information and click to transfer
• Call Scratch Pad
• Integrated Message Centre and E-Mail
• Call Time Counter
• Speed Dials and Extension Status Display
• Dial/Answer/Hold/Recall/Hang-Up
• 3rd Party Transfer
• Auto/Manual Screen Pop
• Integration to CyReport™ for Services Billing and Analysis

Key Business Benefits:

• Service Efficiency: Create better service for customers by intelligently managing inbound customer flows to the right staff and keeping customers informed of progress and providing options for service delivery. Improve speed and accuracy of call handling for inbound traffic.
  Improve Staff
• Capability for better Service: Take off the stress and complication of busy front desk operations with the features of CyConsole. 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. CyConsole™ in conjunction with CyReport™ enables service performance adherence and process conformance, full reporting and review of calls made and received. Over 150 reports can reveal areas for improvement, times of low requirement for staff load balancing and general productivity.
• Presence Management and Team Communication: Team Communication can be greatly enhanced by the addition of staff using CyDesk™, CyTrack®’s powerful desktop telephone integration software for PC users. CyDesk™ users show their availability to the CyConsole™ Operator via their busy/free status and also unlimited status types such as lunch, coffee, meeting, etc. These settings can even be updated to the CyDesk™ user by integration with their Outlook calendar.

Functionality:

• Powerful Operator Assistance: CyConsole™ enables advanced and specific operator services whether for Corporate Use or Serviced Office and/or Hospitality Services also requiring reporting and billing. The simple interface enables advanced features without operator stress or complicated training required.
• Integrated Directory: CyConsole™ when integrated with CyReport™ provides an integrated Directory of Users and any level of sub-companies and/or departments and divisions. The Integrated Directory allows for quick and simple powerful searches by name, department, company or any additional information. The Directory can be auto-popped based on the number dialled, therefore providing high level customised answering services. The Directory can be viewed in a tree or list format.
• Integrated Messaging: CyConsole™ provides a powerful and multi-media messaging centre allowing click operation to send messages to Print, E-Mail, SMS or to Voice or Fax Mail. The Message Centre stores messages by user and provides on-screen icons showing by which method a message may have been sent and allowing re-open and re-send at any time. Messages can be auto-removed and undeleted. The details of the recipient are not required to be remembered as all details are stored in the CyReport™ Directory for simple click operation.
• Integrated Reporting and Billing with CyReport™: CyConsole™ can log all activities including which calls answered, transferred and messages taken to CyReport™ providing service analysis and also specialised billing services.

CyConsole™ downloads:

• CyConsole™ Intelligent Front Desk Datasheet