Cytrack

Cytrack features screen recording capabilities to enhance quality management by capturing desktop activity during customer interactions. It provides a visual audit trail of agent workflows, which is crucial for ensuring compliance, resolving disputes, and training new employees on specific order entry or service processes.

This functionality offers flexible capture across modern VoIP and traditional voice platforms. The V-Series supports IP handsets and compatible PBX systems, recording both trunk and extension lines for comprehensive data capture. Alternatively, the O-Series supports ISDN and analogue connections, ensuring that every critical interaction is captured for review.

Cytrack software transforms raw audio data into valuable business intelligence using AI. It analyzes the sentiment and content within customer calls, identifying hidden service issues, monitoring agent adherence to scripts, and revealing opportunities to optimize the overall customer experience (CX).

The system provides precise control over compliance and data logging requirements. It enables administrators to set up call completion categories that determine whether recordings are activated for that specific interaction. Additionally, the platform appends configured codes to the recording filename, enabling easy search and filtering by the agent's activity.

The optional business intelligence dashboard delivers real-time analytics and alert management. It provides clear call accounting statistics and vital contact center information suitable for public wall boards. The software helps managers make critical, data-driven decisions, acting on facts, and customizing reporting formats for maximum utility.