- Ericsson-LG Phonetage
- Ericsson-LG Ez-Attendant
- Ericsson-LG NMS
- CyDesk™ Telephony & Unified Communications Manager
- CyChat™ Instant Message Web Chat Module
- CyConsole™ Intelligent Front Desk
- CyCall™ Multi-Media Outbound & Telemarketing Call Centre
- CyLive™ Intelligent Interactive Voice Response (IVR) Server
- CyQ™ Multi-Media Super Highway Inbound Call Centre
- CyRecord™ Integrated & Flexible Voice Recording
- CyReport™ Business Intelligence Reporting
- CySMS™ Integrated SMS Module
- CyConference™ Extended Conferencing
- CyVoice™ Voice Recognition & Vocaliser Manager
- CySocial™ Social Media Contact Centre Integration
- SoHo
- Data Switches
- > Software Apps
- Ericsson-LG Phonetage
- Ericsson-LG Ez-Attendant
- Ericsson-LG NMS
- CyDesk™ Telephony & Unified Communications Manager
- CyChat™ Instant Message Web Chat Module
- CyConsole™ Intelligent Front Desk
- CyCall™ Multi-Media Outbound & Telemarketing Call Centre
- CyLive™ Intelligent Interactive Voice Response (IVR) Server
- CyQ™ Multi-Media Super Highway Inbound Call Centre
- CyRecord™ Integrated & Flexible Voice Recording
- CyReport™ Business Intelligence Reporting
- CySMS™ Integrated SMS Module
- CyConference™ Extended Conferencing
- CyVoice™ Voice Recognition & Vocaliser Manager
- CySocial™ Social Media Contact Centre Integration
- Ericsson-LG iPECS
CySocial™ Social Media Contact Centre Integration
The multi-channel Contact Centre strategy MUST now include Social Media in its vision. Customers today have choices in how they communicate and its not just the telephone that is the preference! We now have a proliferation of dozens of new forms of communication: Internet, email, web messaging, VoIP, IM, video conferencing and now organisations are pressured as customers demand to communicate via their social media preferences. Twitter and Facebook are increasingly becoming part of the commercial landscape and businesses need ways to manage staff and meet their services quality. Utilising the power of CyQ, users can now ‘bolt-on’ our CySocial module, meaning even more reach and more power within your contact centre.
The CyTrack UC suite drives business efficiencies for major costs savings, higher quality and new business services and importantly deep business intelligence reporting in complete 360 degree vision.
Most importantly the CyTrack Suite is not just about managing telephone calls, it can manage queue, route, escalate and respond to a range of multi-media communication methods; whether it be telephone, email, fax, IM, web call-back or even Facebook and Twitter!
- Real-Time Administration Interface
- Range of Queue Management Distribution Modes
- Skills-Based Routing
- Social Media Queue Priority & Overflow Management
- Integrated Reporting
- Configurable Completion & Wrap Up Codes
- Configurable Threshold Alarms with the CyReport BI Dashboard
- CySocial™ Social Media Integration: Twitter and Facebook
- CySocial™ CySocial CyReport BI Dashboard real-time monitoring and alert management: One of the biggest unknowns with Facebook and Twitter, is being able to monitor the activity from your promotions or marketing through Social Media easily.
- Because CySocial Facebook & Twitter integration is just like all other queues within the CyQ system, real-time statistics of your Facebook and Twitter activity can be shown as a value on your CyReport BI Dashboard. Take that a step further and you can set levels and thresholds within these values, to receive an SMS or email when a particular level is reached.
Key Business Benefits:
- Professionally measure & manage one of the newest and most exciting communications medias in recent time, Social Media
- Reach over 140 million Twitter and 500 million Facebook users
- Ensure not only calls, emails, faxes, call-back requests from the web, voicemails & SMSs but now also Tweets or Facebook posts are always directed to the best person for the job
- Get real-time Social Media marketing statistics and trends when measuring your Twitter and Facebook response with the CyReport BI Dashboard
- Complete Social Media alert management – so you know exactly when your marketing or advertising has hit the mark!
- Get full historical reports on all your Social Media marketing and client request with our CyReport BI module
- No requirements for any employee to have direct access to either of the Social Media sites throughout the contact centre. This means that you know your Social Media access isn’t being abused!
| CySocial™ Social Media Contact Centre Integration | |
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Use your business Twitter account and Tweet to your followers to promote, advertise or just let everyone know what’s happening within your business. It maybe a general Tweet or one that’s directed at a particular audience or product. There are no rules, so you have the power! |
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The agent who receives the call back request has the screen appear (featured left) within CyDesk and if the client’s number or Twitter username is in your CRM, a subsequent contact screen can pop. The agent then just has to click the call back button to initiate the call and communicate with the client. Once the call has finished, the agent has all the normal CyDesk options for ‘Completion Codes’. |
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Facebook Wall Post Integration As your CySocial Facebook integration is now part of your CyQ system, it’s actually a physical queue within CyQ, meaning you can manage and distribute these posts, with the same power as a voice call or email. It’s that easy. |
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CyDesk™ can be used stand-alone or integrated to Outlook, your Customer Relationship Management System (CRM) or Database, Access and many other Windows Based Applications.
CyCall™ is the most affordable professional Tele-Marketing & Outbound Management & Reporting system for all businesses.
Connect your customers and partners swiftly and efficiently with your best team members to service the call.
A powerful/flexible Voice Recording Solution with optional integration to desktop applications such as Outlook or your CRM/Database, Access and many other Windows Based Applications.
The CyTrack BI suite is a set of applications that deliver historic and current information on business communications, supporting better business analysis and decision making.
