Customer Experience transformation in the age of AI

creating customer & employee experiences that make a difference

Book a Demo Free Consultancy

Customer Experience transformation in the age of AI

creating customer & employee experiences that make a difference

Book a Demo Free Consultancy

❮ ❯

Customer Experience transformation in the age of AI

creating customer & employee experiences that make a difference

Book a Demo Free Consultancy

Latest News

NEW

NEW: Sentiment Profiles (a new type of sentiment analysis)

Essentially, a sentiment profile is the arc, or shape, of sentiment across the whole conversation, for both the caller and the agent. How it started, what happened in the middle, and how it ended. You see how the customer felt and how the agent responded. Discover why this information is so powerful.

Native Teams

Compliance, coaching and customer intelligence — built into Microsoft Teams

CyRecord for Teams captures every conversation in compliance-grade quality, stores it securely, and turns it into actionable intelligence, without your teams ever leaving the Microsoft ecosystem.

Spotlight

Built in Australia, trusted around the world

From 18-24 May, Australia celebrates Australian Made Week. At Cytrack, we believe every customer deserves an exceptional experience. Our AI-powered cloud contact centre technology is designed and developed in Australia, yet serves businesses in over 20 countries worldwide.

Smiling female customer service agent with headset

Five expectations. One finish line.

Customers aren't asking for anything extraordinary. They want to be served efficiently, on their terms, by people who know who they are, with a consistent experience that ends in their problem actually being solved. All businesses will need to treat CX as infrastructure rather than an afterthought and invest in systems that make it repeatable every single time.

AI Highlights

Contact centre agent speaking with customer on the phone

CRM

AI+Agent Voice Transcriptions, Sentiment & Agent Analysis in CRM

From AI Assistant calls to agent interactions, every conversation is captured and analysed. Our platform transcribes and processes all voice recordings across your organisation, delivering transcriptions, insights and sentiment analysis directly into your CRM system.

Woman with headset smiling at the camera

New Feature

Agent Dynamic Scripting + Ask AI

Agent Dynamic Scripting responds intelligently to each unique customer interaction, providing contextual guidance that adapts in real-time based on customer responses, CRM data, and conversation flow.

New Feature

Cytrack's new “Smart Callbacks” transform customer service

We just made callbacks way better…instead of simple first-come-first-served, your callback system can now intelligently assess each message and ensure the most urgent calls reach the most suitable agents first.

Woman with headset smiling at her computer screen

Cytrack Now Listed on Australia's AI Directory

We're excited to announce that Cytrack is now listed on the National AI Centre's AI Directory, a platform that showcases Australia's AI capabilities across various industries and technologies.

CX Highlights

Call centre agent on break as indicated on the screen

New Feature

Get better visibility with "Smart Breaks"

We're excited to introduce a new break scheduling feature that brings better visibility and coordination to your team operations.

CSAT

Turn feedback into growth with CySurvey CSAT

A recent Harvard Business Review Report highlighted that businesses with strong CSAT scores outperform competitors by retaining 74% more of their customers. This isn't just about happy customers—it's about sustainable business success.

Woman contacting a company on multiple channels

CyCX Part 4 of 7

Different Channels. One Great Experience.

The days of single-channel customer service are over. Your customers want choice, convenience, and consistency—regardless of how they choose to contact you. Omnichannel communication is no longer a luxury; it has become a business necessity.

AI Voice

4 Ways Cytrack's AI Voice Assistants Transform CX

Natural, Personal, and Scalable Conversations. Welcome to the era of intelligent voice assistants that truly understand and respond to your customers' needs.

Interaction - CX

Synthesise customer interactions across all channels with Cytrack CyCX, in our best practice secure cloud platform. Converge your unique knowledge, applications and data across all modalities to boost and scale customer experience.

Analytics for Operational Efficiency

Analyse data collected from all customer and employee touchpoints, unlocking actionable insights and enhancing productivity, performance and operational efficiency. Ensure your quality assurance and compliance.

AI to harmonise CX

Release the power of AI with Cytrack solutions, to harmonise exceptional experiences for your employees, customers, and throughout your business. Reduce costs, increase employee engagement, extract insights, offer real time and 24/7 assistance.