Product Description

The Telephone is still one of our most used business tools and yet is vastly under utilised and under exploited given the technologies available today in Computer Telephony Integration (CTI) Call Centre Applications and the Internet.

The CyTrack Suite of Business Communications Products are an enabling modular suite designed to deliver the business benefits and functionalities that Computers, Telephones and the Internet can provide and based on the following core customer advantage points: 

• Be Connected – Link your most important business tools – the telephone , PC, your customer contact systems and the Internet

• Plan for the Present and Future - Unified Modular Approach, choose the modules you need now and add later at any time without redundancy

• Be the Best – Utilise the latest in telephony technology that is priced to be affordable to all businesses

• Empower your Business - manage and change requirements in-house, our software speaks your language in a simple and elegant interface without causing you to refer to a technology supplier or have specialised staff

• Enrich Your Relationships - Stand out from the crowd with your customers with our wide range of business communications applications and functionalities

• Ensure Flexibility – your telephone system and your customer database choices, our products integrate to and are endorsed by most leading telephone and CRM platforms 

• Measure to Manage - Log, Report and Manage your company and staff resources and telephone technologies

• Cut Costs – use technology today such as VoiP and CTI with the features and functions CyTrack provides to cut your business costs and streamline efficiencies

The CyTrack Suite is comprised of the following modules:

CyPhone™ – Telephony PC Desktop User Module
CyRecord™ - Call Voice Recording 
CyConsole™ – Telephone Operator/Receptionist Console
CyReport™ – Telephony Reporting and Call Centre MIS 
CyQ™ – Intelligent Inbound Call Routing and Queue Management 
CyCall™ – Tele-Marketing & Outbound Call Management
CyVoice™ – Intelligent Interactive Voice Response (IVR) 

Evidence of Innovation

The CyTrack Product Suite bristles with technical innovation and each module in its own right carries significant product depth and advanced technical functionalities. Without wanting to become too micro about this we have chosen to address the description of Innovation ‘to the user’ according to the following facets:

Human Interface – Customer Empowerment

User Interface – Designed with simplicity, integration and elegance and to fit in with users existing experience with common interfaces for both familiarity of use and integration functionalities.

Administration Interfaces and Functions – Designed to gain the users acceptance and ensure comfort with configuration aspects, administration and moves and changes without the need for specialised personnel or requiring specialised services ongoing.

Unified Modular Approach – Providing all the telephony functionality for a business whether SME, Corporate or Government - marketed and available as individual modules that may be purchased independently or packaged.

Technical Interface – Freedom of Connectivity Options

Telephony Integration – Competitor products focus on one telephony manufacturer brand or in some instances only one model. In fact two clear standards are available TAPI and TSAPI and different telephony manufacturers adopt either and deploy with their own subset of commands. CyTrack supports both TAPI and TSAPI and successfully integrates with most telephone systems that support either of these two standards.

CRM Integration – As with telephony integration, CRM integration to a range of brands is not supported widely across competitor products, we currently integrate to and are endorsed by most leading CRM brands.

VoiP Support – CyTrack modules support a range of functions to take advantage of the benefits of VoiP including multi and remote site operability and centralised management.

XML Gateway – Our XML Gateway and Specification enables any third party developer to connect their own software product or application to our CyPhone Server and therefore avail their own product of telephony functionality and our CyTrack modules. 

Architectural Strength – Standards Based, Stability and High Transaction Capability

Industrial Standards – Based on industry standards - Microsoft Windows, Microsoft SQL, TAPI and TSAPI CTI Standards, Dialogic Voice Platform

Architecture - Independent program modules that interact and can run even in remote or multi locations, therefore making the system more resilient and redundant as well as supportive of VoiP applications. CyTrack systems are proven for handling many thousands of transactions a day in heavy duty critical business sites.

Commercial Innovation

Affordability – Products such as CyTrack market have previously been the domain of large business and government only. The CyTrack product modules are marketed to be affordable by any business. The CyTrack Suite range starts with CyPhone which ships with 5 user licenses at only SRP $650 + GST.

 

Evidence of Performance

CyTrack Products have been selected by an impressive list of corporate and government clients as well as many SME customers. Approximately 3-400 licenses of CyTrack products are now shipped monthly, many to SME businesses packaged with partner’s solutions in the telephony industry. CyTrack products are now installed on every continent on the globe.

The following list feature examples that exemplify the performance of the CyTrack Products Suite both locally and overseas:

CyTrack Clients

BoysTown - supports children, young people and families to overcome the most severe disadvantages - problems such as abuse, homelessness, long-term unemployment and mental illness. CyTrack CyQ manages the important aspect of routing and queue management for the crisis lines and also serves for outbound services for the marketing of their funding lotteries.

Insolvency Trust South Australia - the government agency responsible for the administration and regulation of the personal insolvency system in Australia. CyTrack CyQ manages the important aspect of routing and queue management to all calls inbound to ITSA

Telekom Malaysia – CyTrack was selected to integrate with HEAT a Help Desk Management Database installed on 5 sites in KL, Malaysia to operate within Malaysia’s Emergency Services. CyPhone populates HEAT in a customised interface prompting the agent with onscreen options for Fire, Ambulance or Police.

Zevas Ltd – a corporation in Ireland services major clients such as Ntl and Foxtel with Call Centre Services. Zevas uses CyQ Inbound and CyCall Outbound servicing some 3-4,000 calls a day with 75 operators.

CyTrack as selected Partner

CyTrack products and services have been selected by the following organisations to be packaged and offered to their respective channels, CyTrack work closely with the partners and provide a range of services including deployment and training and after sales support as well as low cost educational training packages for partner dealers to provide their own services.

Telephony December 2006 –Telstra Business Systems (TBS) specialises in voice, convergence, mobility and contact centre solutions. TBS has selected and launched CyTrack products in an exciting and unique first, to compliment their range of telephony hardware. Clients may purchase CyTrack products from TBS dealers and purchase outright or include via payments on their Telstra bill with Telstra services.

November 2005 LG-Nortel Australia selected CyTrack products as their exclusive offering to their channels and partners for integration with their telephone systems. Partners purchase CyTrack products via LG-Nortel.

August 2004 - NEC Australia – CyTrack products are approved and endorsed products and supplied to NEC authorised partners who purchase CyTrack products from NEC to onsell as bundled solutions with their telephone platforms.

CyTrack as Endorsed and Recommended Solution

The following Customer Relationship Management (CRM) vendors actively endorse and recommend CyTrack products to their markets and where applicable CyTrack has passed certification or approval testings:

Microsoft CRM
GoldMine
ACT!
SalesLogix (Sage CRM)
Maximizer

More details on International partners are included in the Potential section

Evidence of Potential

CyTrack products and services and licensing methodologies have been designed and developed with the opportunities of export and realising other market revenue streams in mind.

The LG-Nortel relationship was viewed very strategically as an exciting opportunity with potential to expand on a successful partnership in other overseas markets. In August 2006 CyTrack was successful in being selected by LG-Nortel NZ in the same format and relationship plan as had been accomplished with Australia. The relationship has gone very well and in the last 6 months significant CyTrack sales and deployments have been achieved, with also a number of technical training and education events carried out.

Most recently, CyTrack have now been selected by LG-Nortel in Ireland with launch planned for March 2007. We are now most excited in being selected by LG-Nortel UK, who plan a very extended role for CyTrack products in UK also to act as a Master Distributor to our CRM vendor relationships under a separate corporate banner and with launch also planned in March 2007.

As a result of these two new relationships to spearhead introduction to the European market, CyTrack is planning opening a European office by mid 2007 that will be manned by an existing CyTrack skilled manager. In Ireland, we have also appointed a master distributor who in fact was a previous client/user that has professed interest to take a wide role in CyTrack products – Zevas Communications. Zevas feature a well resourced and technically significant team and in the short term will support the CyTrack European operation with centralised technical services.

CyTrack has most recently been approached by LG-Nortel in Korea to be present and presenting our range of products on their stand for CeBit in Hannover March 2007. This opportunity is also arranged so that we may meet and plan engagements for other international market partners of LG-Nortel therefore also expanding the success of the relationship as has been a strategic objective.

Finally, the advent of Microsoft to the CRM space and also their upcoming Live Communications Server v3 releases with telephony functionality has created tremendous awareness and potential for the benefits of computer telephony and opportunities for CyTrack. We are presently working on integrations with LCS3.

The CyTrack Microsoft CRM integration has been released for some 6 months now and we recently exhibited at the inaugural Microsoft Convergence 2006 EMEA show held in Munich last October and were well sought after by all the country CRM Product Managers on plans on engaging with their partner channels.

A large focus of our European operations will be to market the products and services that CyTrack can offer to Microsoft partners in those territories. While there are some 150-200 MS CRM partners in Australia, the Microsoft Partner Pages max out in each country like France, UK, Germany, etc. alone.

CyTrack is well placed with its technology, relationships, experience and services in Computer Telephony to position itself as a ‘glue’ between the two still disparate channels and technology groups and continue to expand the business potentials.

Other information the judges should know

a) CyTrack Product Guide

b) CyTrack Brief Overview and lists of some important clients

c) Product Screencam/Demo of Interface

The following links provide a short 4 minute online ScreenCam’s showing CyPhone integrated some different environments including Outlook, Microsoft CRM and GoldMine CRM:

            CyPhone for Microsoft Dynamics CRM - On-Line Video Walkthrough

            CyPhone for GoldMine CRM - On-Line Video Walkthrough

            CyPhone for Outlook  - On-Line Video Walkthrough 

            The following link demonstrates the aim of the 1-2-3 steps to running a report under the CyReport Module using a web based interface

            CyReport Quick-Start Guide Videos On-Line

            The following link demonstrates the depth of the reports in CyReport

            CyReports Reports Overview Document

d) CyTrack Delivery

As much as the product design and development a large part of CyTracks success is due to our business model.  CTI and Call Centre Technology is new and complex to many of our partners and our services have been designed to ‘hand-hold’ and assist throughout the process.  The following links to some examples of the background work behind the product ‘on-stage’.

Overview on CyQuote – a web client product configurator and pricing tool designed to make product and services pricing simple for dealers 

CyTrack Technical Education and Learning Outcomes

CyTrack Partner Area ( judge user name and password available on request)