CyTrack Intelligence Systems

05/11/2026

📞 Deliver great service without answering a call

Every message accounted for. Every request ready to action. ✅

Every business knows the frustration of a missed call. A customer needs something, but nobody is available to answer.

But what if that wasn't a problem? 💡

What if customers could simply leave their request, get on with their day, and know that someone would take care of it?

That's the thinking behind Smart Callbacks in CyCX. 🔄

🔗 Learn more:

Forget navigating phone menus, waiting on hold or sitting down to write an email. Just call, say what you need, […]

29/10/2026

📈 Grow with AI. Keep the costs in check.

📊 AI use reporting, now in CyCX

AI can deliver real value in the contact centre, from agent assist to conversation analysis. But organisations are increasingly concerned about how costs may grow with the use of this new technology.

The cost is hard to pin down. Usage grows quietly across teams and features, and it’s difficult to say where the spend is coming from or what next quarter will look like.

CyCX now shows you.

See exactly where consumption comes from.

🔗 Learn more:

AI use reporting, now in CyCX AI can deliver real value in the contact centre, from agent assist to conversation […]

22/10/2026

🔒 Copilot + Cytrack: AI with safeguards you control

Cytrack’s Copilot Connector is now approved on the Microsoft Marketplace, connecting your CX to Copilot with Microsoft’s new AI safeguards built in.

AI assistants are becoming part of everyday work. They can look things up, pull together information and help your team get answers faster.

🛡️But many organisations worry about where AI can go and what it can see.

👉 Learn more about how it works:

Cytrack’s Copilot Connector is now approved on the Microsoft Marketplace, connecting your CX to Copilot with Microsoft’s new AI safeguards […]

08/10/2026

CyRecord brings together each call's recording, transcript, sentiment, and AI summary in one view.

Every call your team takes holds useful information: what the customer needed, how they felt, and whether your agent followed the process. CyRecord pulls all of that out for you automatically, so supervisors can spend less time searching through recordings and more time helping their teams improve.

Learn more here:

CyRecord brings together each call’s recording, transcript, sentiment, and AI summary in one view. Every call your team takes holds […]

01/10/2026

CyRecord spots sensitive details as they're spoken and removes them before they're ever stored

How sure are you that your call archive right now contains zero private information? Dates of birth, home addresses, bank details and more that were captured during perfectly ordinary conversations.

Once a call is recorded and transcribed, every one of those details becomes stored, searchable data, and under Australian privacy law, that makes it your responsibility.

The regulator is already acting on it.

Australian Clinical Labs was ordered to pay $5.8 million over a health data breach
Meta settled for $50 million
Medibank and Optus are both facing civil penalty action.

With maximum penalties now reaching $50 million or 30% of turnover, sensitive data sitting in your recordings is a risk worth removing.

Learn how CyRecord protects every call:

CyRecord spots sensitive details as they’re spoken and removes them before they’re ever stored. How sure are you that your […]

03/09/2026

NEW: CX Agent Tasks

Never lose track of a follow-up again

Contact centre agents juggle more than conversations.
Between callbacks, escalations and case follow-ups, keeping track of what needs doing next can quietly eat into the time agents can spend with customers.

That's where Cytrack’s task management comes in…

One engine, built for the whole team.

CX Agent Tasks is a single, unified task engine built into CyCX that gives agents and supervisors a simple way to track work, whether or not it's attached to a customer case.

Read more:

Never lose track of a follow-up again Contact centre agents juggle more than conversations. Between callbacks, escalations and case follow-ups, […]

20/08/2026

Cytrack CyCX Contact Centre now integrated with Microsoft Copilot Studio

Cytrack's CyCX contact centre platform is now natively integrated with Microsoft Copilot Studio, giving businesses a direct path to bring AI into their customer service operations — without the cost or complexity of custom development. Our Copilot Connector is now live on the Microsoft Marketplace and ready for customers to access and deploy into your own Copilot environment.

Learn more:

Cytrack CyCX Contact Centre now integrated with Microsoft Copilot Studio Cytrack’s CyCX contact centre platform is now natively integrated with […]

13/08/2026

Download the 2026–27 Australia and New Zealand Contact Centre Decision-Makers’ Guide.

Discover the key trends shaping contact centre strategy, technology and customer experience across Australia and New Zealand.

Based on responses from 112 contact centre managers and directors, this executive summary highlights the latest benchmarks, priorities and challenges facing the industry.

The research was conducted independently by ContactBabel with support from Cytrack.

You can download your copy for the Executive Summary here:
https://www.cytrack.io/wpv1/wp-content/uploads/CYTRACK-EXECUTIVE-SUMMARY.pdf

Plus, you'll get the link to download the full report for free.

26/06/2026

Meet Your New QA Manager (It Never Clocks Off)

QA Manager — smarter quality assurance, built into every call

Quality assurance in a contact centre has always been a resource problem. Humans can only review so many calls, score so many agents, and follow up so many training gaps before the workload outpaces the team.

Our QA Manager changes that equation — rather than taking samples, you’re now not only scoring every call but also gaining full visibility into every metric.

Read more here:

QA Manager — smarter quality assurance, built into every call Quality assurance in a contact centre has always been a […]

28/05/2026

NEW: Sentiment Profiles, a new type of sentiment analysis.

The arc of a conversation tells you way more than a percentage score.
Last week, we looked at an overview of CyRecord, and one of its nine key features is the ability to transcribe and analyse 100% of your calls.

For the sentiment analysis component, our software provides a percentage sentiment score for both the caller and the agent. But at Cytrack, we learned that two conversations can share an almost identical score while being dramatically different.

Consider two scenarios: In the first, a caller starts happy and ends the call unhappy. In the second, a caller starts unhappy and ends the call happy. Traditional sentiment analysis might score these two calls almost the same. They are clearly different.

Introducing sentiment profiles…
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.

And because every call carries a sentiment profile, you can break the picture down by agent, by queue, by team, or by time of day.

Learn More:

The arc of a conversation tells you way more than a percentage score. Last week, we looked at an overview […]