CyCX AI Contact Centre
by CyTrack
AI contact centre extending Teams with advanced customer experience
CyCX AI Contact Centre is an AI-powered omnichannel contact centre platform that extends Microsoft Teams with enterprise-grade customer experience features. Designed for organisations that need to deliver seamless, personalised interactions across voice, chat, and digital channels, CyCX provides agents with powerful collaboration and customer engagement tools.
Key Benefits
- Boost customer experience with integrated voice calling and advanced contact centre functionality
- Improve efficiency through AI-driven agent assist, transcription, and sentiment analysis
- Enable agents to collaborate directly with business experts in Teams
- Integrate CRM data for smarter, faster service
Platform Features
- Omnichannel contact centre – blended inbound/outbound CX with voice, chat, and digital
- AI capabilities – real-time agent assist, QA and survey tools, transcription, sentiment analysis, call summarisation, and AI web chat
- Smart routing & workflows – skills-based routing, IVR, overflow management, and workflow automation
- Dashboards & reporting – real-time analytics, KPI alerts into Teams, email, or SMS
- CRM integration – unify customer data for a 360° customer view
Modular Integration
The CyCX subscription includes CyReport, CyDesk, and CyRecord, all tightly integrated to enhance analytics, call control, and compliance recording.
Flexibility & Services
Every business is unique. Cytrack provides customisation and engineering services to adapt CyCX to your requirements. With ISO 9001 accreditation, we deliver solutions that balance flexibility, reliability, and performance.
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**Limitations, conditions, and exceptions**
CyCX requires a compatible PBX or cloud communications service using Microsoft Teams Direct Routing, some cloud PBX may require the customer PSTN SIP to terminate to CyRecord Teams SBC. 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. Contact us on the below link for further details. You will require a subscription to our services.
*This application requires a paid subscription, if you don’t have a license please visit*
App capabilities
- Can send data over the Internet
- This app can access personal information on the active message, such as phone numbers, postal addresses, or URLs. The app may send this data to a third-party service. Other items in your mailbox can’t be read or modified.
