Connect your customers and partners swiftly and efficiently with your best team members to service the call. CyTrack® CyQ is the most affordable professional Customer Service and Inbound Management & Reporting system for all businesses.
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 CyPhone agent licenses – and if you have staff using CyDesk already they can be easily administered into the Call Centre or Call Group.
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.
- Professional Management – 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 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.
Functionality
- Queue Real-Time Management – The CyQ Manager Screen provides you information on what is happening in your queue groups and customer service channels. Volume, average wait times, abandoned call rates, agent statistics and your set alarm thresholds are all delivered to your in Real-Time. Add agents to queues by imple drag and drop. If you have CyQ integrated with your customer database you can see who is in a queue and you can even move callers from one queue to another or direct to an agent by drag and drop.
- Agent Real-Time Management – The CyQ Manager Screen provides an advanced real time screen of all queue and agent activity. The Manager can force agents on and off breaks centrally – as well as changing agents between queues and all administration of the system centrally. A range of Real-Time graphs are available to review agent and queue performance statistics.
- Queue Management and Announcement Control – When no agents are available CyQ will take the call and provide the caller with specific announcements per queue group that you have recorded. Options include queue position and average wait time messages and each queue can have a separate set of parameters and settings. You control the time between announcements and how long the message is.
- Automatic Call Distribution – CyQ will always be looking for the agent who has least been on the telephone since the last call therefore evenly distributing the calls amongst your staff.
- Skills Based Routing – Multi-level unlimited skills sets can be created and a rating system for each skill applied. Agents are then allocated the applicable skills to their role and then rated on scales you determine. Queues can then be administered to route callers to those agents that have the right and minimum skills levels. Agents with lower skill levels will not get a call unless the higher rated agents become busy.
- Break Management and Workflow Adherence – You can create an unlimited number of break types in CyQ. Agents select a break type to temporarily stop calls coming to their desktop and also show their status to the administrator and all other agents. A range of reports allows the call centre manager to analyse the amount of breaks and types taken. Certain automatic features are available as well – if an agent leaves their desk without going on a break – CyQ will take the call back to the queue and automatically put that agent on a special reportable break type.
- Real-Time Queue and Agent Reporting Statistics – Simply right click on any queue or agent to review instant real-time and historic statistics on performance and system activities
- In queue options for callers – CyQ allows for an unlimited number of options that can be provided to callers to exit to voice mail or select to go to another queue group. Each announcement can have its own range of options.
- Completion Codes – Codes can be entered and enforced to the agent after every call is completed for entry. These completion codes can then allow a detailed analysis of call traffic and results.
- Queue Scheduling – Calls can be setup and allocated start and end times on a 7 day per week basis for automatically changing queue patterns and routes and agents.
- Queue Priority Management and Balancing – Allocate priority placements to queues with the CyQ Priority Rating System and also provide options to count up the importance rating of a queued caller differently by queue. eg Help Desk Calls rated at Priority 5 to be scored up one point every 1 minute.
- Call Blending – Integrate CyQ with CyCall , our Telemarketing Manager module and manage agents in both inbound and outbound workflows. Use the CYQ Rating system to prioritise and assign importance between inbound and outbound calls.
- Agent Wallboard – Each agent has available an onscreen wallboard showing how many other agents are available and ready in the queue, number of callers in the queue with maximum and average waiting times.
- Advanced Overflow Control – A range of very flexible overflow controls are available in a simple interface – based on agent availability, agent to call ratio, number of callers in queue and/or time in queue, the caller can be routed to another queue, other number or office, device or person.
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
