CyTrack® CyQ™ is the most affordable professional Customer Service and Inbound Management & Reporting system for all businesses.

CyTrack® CyQ™ provides your business with the means to route and manage your customers and provide them options on how they want to contact your staff in the best possible way.

CyTrack® CyQ™ is an Inbound Call and Queue Management system designed to offer very powerful features and simple administration. CyQ™ offers powerful Skills Based Routing and Automatic Call Distribution with variable Announcement Management options that provide your business with state-of-the-art Call Centre Technology.

CyTrack® CyDesk™ agents log in and out of CyQ™ and all the data from queues, traffic and agents is logged and reported on by CyReport™ providing a powerful and integrated solution that can grow with you. To add additional agents you only need to purchase CyDesk™ agent licenses - and if you have staff using CyDesk™ already they can be easily administered into the Call Centre or Call Group.

CyTrack® CyDesk™ agents log in and out of CyQ™ and all the data from queues, traffic and agents is logged and reported on by CyReport™ providing a powerful and integrated solution that can grow with you. To add additional agents you only need to purchase CyDesk™ agent licenses - and if you have staff using CyDesk™ already they can be easily administered into the Call Centre or Call Group.

System Features:

• Real-Time Administration Interface
  
• Range of Queue Management Distribution Modes
  
• Skills-Based Routing
  
• Configurable Announcement Manager
  
• Auto-Attendant
  
• Queue Priority and Overflow Management
  
• Drag and Drop Agents and Callers
  
• Configurable Threshold alarms
  
• Database/CRM Integration
  
• Optional Voice Recording
  
• Integrated Reporting - over 150 Reports
  
• Configurable Completion & Wrap Up Codes
  
• Optional Call-Back in Queue Module
  
• Configurable Agent break-out codes
  
• Optional Tele-Marketing Call Blending Module
  

Agent Features:

• Agent Log-In/Out On-screen
  
• On-Screen Wallboard
  
• Run from toolbar or full screen
  
• Integration with customer database or CRM
  
• Customer Screen Pop Details
  
• Queue Name Shown on Agent Screen
  
• Agent Call Wrap Up Codes
  
• Agent Break Codes
  
• Auto Agent Absent Redirect
  
• Log Agents into new Queues - reassign while live
  

Key Business Benefits:

• The Possibilities are endless: Give your customers options and/or automate your ability to service them best - how they want. CyQ™ allows for a range of routing possibilities and direction options that allows your customers to choose how they want to contact you rather than just leaving them in queues - provide options to other divisions, voice mail, transfer overflows to other offices, employ skill-based routing to the best trained team members, or even let them hang up but keep their position in your queue and you call them back.
• Professionally manage one of your most important business needs (your customers calling you): Whether you are a formal call centre managing inbound calls or an informal call group that collectively provides a specific service or business function, CyQ™ can help manage inbound call routing and call queue requirements.
• Ensure Calls are always directed to the best person for the job: Direct your callers to the right agent by utilising skills based routing features in CyQ™, Skills Based Routing features also make administration a simpler task when moving agents between queues or training new staff - only those agents that have the right skills and the minimum skill rating can be selected to a queue.
• Ensure your staff have the right information for the right type of call: Agents using CyDesk™ can be integrated to your business systems and databases - so that the right information and optional scripts and prompts are presented to the agent depending on the type of call or customer that is calling in.
• Give your customers options and service them best: CyQ™ allows for a very varied range of overflow options that allows you to design options for callers rather than just leaving them in queues - provide options to other divisions, voice mail, transfer overflows to other offices or leave details for you to call them back.
• Performance & Results: Our Powerful Reporting Suite, CyReport™ CyReport™ is integrated with CyQ™ and powerful reports can be obtained of your inbound customer service channels and individual and team performance. Review resources you have to see that business targets are being achieved. By a well designed routing and agent plan you can analyse important information on your business. Ensure Auditing and compliance guidelines are being met with complete history of all calls and activities. Click here for more information on CyReport™.
• Low Cost: CyQ™ offers a range of pricing options to suit our customer's budgets.

CyQ™ downloads:

• CyQ™ Multi-Media Super Highway Inbound Call Centre Datasheet