Cytrack announces RingCentral integration for contact centre solution

Gold Coast software developer and integrator Cytrak has announced the integration of its SaaS contact centre solution CyCX with RingCentral's unified communications (UCaaS) platform.

Cytrack CyCX-Connect for RingCentral helps businesses improve customer service by facilitating communication over channels including web chat, social media, SMS, email, web call-back and call-back in queue.

The solution provides workflows for call routing, IVR, overflow management and skills-based routing as well as real-time analytics via contact centre dashboards.

"Our Cytrack CyCX-Connect collaboration and omni channel contact centre solution enhances the customer experience across digital channels, natively integrated in the cloud with RingCentral," CyTrack's managing director Nick Milan said.

"We actually launched our integration with RingCentral back in 2020, and we have had great success with many leading Australian businesses using our contact centre SaaS solution integrated to RingCentral."

"Avaya has since awarded us the Partner of Year for our Avaya cloud office, built on RingCentral, integration. However, we then wished to graduate our solution so it could be featured on the RingCentral Gallery as a marketplace solution."

The Ring Central UCaaS solution includes a private branch exchange system and communications applications on a scalable cloud platform.

Its integrations with Cytrack CyCx-Connect allows businesses to unify voice, team messaging, collaboration, video conferencing, online meetings, omnichannel customer engagements and contact centre functions.

“At RingCentral, we’re committed to offering an open ecosystem that allows our customers to seamlessly connect RingCentral with third party solutions to increase business productivity,” said Ben Swanson, APAC VP of channel sales at RingCentral.

“The integration of Cytrack’s Australian-developed custom experience solution demonstrates the accessibility of our communications platform and will help continue to drive customer service excellence for Australian and international organisations.”