When improving agent efficiency is critical, CYSTELCOM call center solutions are the right choice. Streamlined case management across channels, automated resolution guidance and step-by-step service scripts have made it possible for CYSTELCOM customers to decrease customer service costs as much as 50%, achieve 80% resolution on first contact and reduce average handling time by more than 10%.

CYSTELCOM solutions for case management

A universal desktop manages call center cases, delivers one-stop access to enterprise data and seamlessly integrates with existing telephony and back-office systems for timely answers to every customer inquiry.

CYSTELCOM Contact Center Manager

Integrated with CYSTELCOM desktop solutions or other existing call center desktops, CYSTELCOM Contact Center Manager offers a unique combination of guided knowledge management and external document search to streamline the process of resolving customer questions.

Service Oriented Architecture

Built for the rigors of enterprise computing, the Service Oriented Architecture (SOA) reduces implementation, maintenance and integration time. CYSTELCOM solutions leverage J2EE, XML and web services to automate customer service processes and maximize the use of enterprise content in service operations.

Business Process Automation

CYSTELCOM applications are managed by workflow processes that automate best practices to optimize inquiry management and service resolution. Dynamically applied business rules define policies, prescribe customer treatments, personalize customer interactions and suggest the right answer.

Enterprise Integration

CYSTELCOM applications do not require data to be physically moved or replicated so that you can leverage enterprise information during service resolution processes. CYSTELCOM uses metadata to define business objects and then uses industry-standard technologies, including XML and SOAP, to access those objects within their native systems.

Business-Oriented Configuration Tools

Dynamic UI templates and drag-and-drop tools for modeling business processes and rules enable CYSTELCOM applications to be quickly configured to your particular business requirements.

Flexible Content Authoring

Drag-and-drop interface lets knowledge developers quickly create, categorize and establish content relationships for thousands of re-usable knowledge objects. A simple Web interface allows agents, partners and others to quickly contribute their knowledge. CYSTELCOM applications can leverage and spider external content and database repositories, providing additional value for existing enterprise content solutions.

Scalability and Reliability

Proven horizontal and vertical scalability enable efficient management of hundreds of thousands of concurrent users and millions of simultaneous interactions. The distributed component architecture facilitates low-cost server farms and load balancing to ensure applications are up and running all the time.