Computer Telephony Integration (CTI)

So what is Computer Telephony Integration (CTI) and how can it help your business? Basically, CTI integrates computers and telephone systems, enabling the computer user to control the telephone system and enabling the telephone system to display information via the computer.

What this means is that a person with a CTI-enabled computer is able to dial the phone, answer the phone, and hang-up the phone, all from their PC. In addition, they can dial the phone using the address books stored on their computer.

Want more information on CTI?

Talk to an A & B Communications specialist about how CTI could work in your business.

CyTrack CyDesk

CyDesk™ is more than just a softphone. It acts as a desktop link to your most important tools – your computer, your telephone and the Internet – allowing for advanced service management, efficiency and productivity.

CyDesk™ can be used stand alone or integrated to Outlook or your Customer Relationship Management System (CRM) or database, to Access and to many other Windows Based Applications.

You can also choose to just highlight any number in Windows and right click to dial. CyDesk™ offers all standard telephone controls, such as answer, hold, re-dial, conference and transfer, straight from your PC. It also provides advanced business functionality, such as Real Time Management Screen for the administrator, configurable presence/break types to indicate user status and optional voice recording functionality.

CyDesk™ integrates with Office Communicator and Windows Messenger and can change your presence as you are on and off a call and also can auto-type the caller’s details for you into a IM window to any selected colleague (for example, to alert them they have a call waiting from that contact).

It also integrates with your Outlook Calender, and can scan your appointments and change your presence and your call availability status within CyDesk™ based on your calendar.

CyDesk™ is a complete business system that is modular, becoming the desktop agent module in any CyTrack® Business Communications or Call Centre System.

It can work alone or be a part of a CyQ™ or CyCall™ team in an inbound queue and/or tele-marketing campaign. CyDesk™ provides your team system log-in, break-outs, completion codes, call wallboard and voice recording control centre when you are part of a CyTrack® Business Communications System. It also links your team into your company CRM for a complete integrated solution.

Benefits of CyTrack CyDesk™:

  • Link your PC and your telephone
  • Improved staff efficiency
  • Performance monitoring
  • Low cost
  • Add telephony integration to your customer contact or CRM Business Systems
  • Log the history of calls made, received and missed to your CRM
  • Click to dial
  • Dial from anywhere in Windows
  • Screen pop on incoming calls
  • All telephony controls from your desktop
  • Integration with your database and CRM
  • Outlook calendar integration
  • Optional voice recording – On-demand, random or full time
  • Call Centre functionality

CRM CTI Integrations:

  • Microsoft Dynamics CRM
  • GoldMine
  • ACT!
  • SalesLogix
  • Maximizer
  • Outlook
  • Access
  • Many more specialised vertical applications available
  • Custom integration available via CyDesk™ Integration Gateway

See our CyTrack Product Brochures on the Product Range

pdf button CyTrack CyDesk Brochure

pdf button CyTrack CyRecord Brochure

pdf button CyTrack CyReport Brochure

pdf button CyTrack CyQ Brochure

pdf button CyTrack CyCall Brochure

pdf button CyTrack CyConsole Brochure

pdf button CyTrack CyLive Brochure



Contact an A & B Communications expert today about how Computer Telephony Integration can help your Business.


Call us today on 1300 768 999

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