CyTrack Intelligence Systems

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:

Stay Compliant! Sensitive Data, Found and Removed Automatically - Cytrack Customer Experience Technology CyRecord spots sensitive details as they’re spoken and removes them before they’re ever stored. How sure are you that your […]

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:

NEW: CX Agent Tasks - Cytrack Customer Experience Technology Never lose track of a follow-up again Contact centre agents juggle more than conversations. Between callbacks, escalations and case follow-ups, […]

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

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.

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:

Meet Your New QA Manager (It Never Clocks Off) - Cytrack Customer Experience Technology QA Manager — smarter quality assurance, built into every call Quality assurance in a contact centre has always been a […]

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:

NEW: Sentiment Profiles (a new type of sentiment analysis) - Cytrack Customer Experience Technology The arc of a conversation tells you way more than a percentage score. Last week, we looked at an overview […]

Compliance, coaching and customer intelligence — built into Microsoft Teams.

CyRecord for Microsoft Teams: Compliance-grade call recording and AI-powered intelligence — natively integrated.

Your organisation runs on Microsoft Teams. Sales conversations, customer support calls, sensitive negotiations, compliance-critical interactions — they all happen there, every day.

But when the call ends, what do you actually have?

CyRecord for Teams captures every conversation in compliance-grade quality, stores it securely, and turns it into actionable intelligence, without your teams ever leaving the Microsoft ecosystem.

Read more:

Compliance, coaching and customer intelligence — built into Microsoft Teams - Cytrack Customer Experience Technology CyRecord for Microsoft Teams: Compliance-grade call recording and AI-powered intelligence — natively integrated. Your organisation runs on Microsoft Teams. Sales […]

Cytrack is proud to be sponsoring Crayon Connect 2026 alongside Microsoft and Google.

Come and find us on the day — we'd love to connect, talk through what we're working on, and explore how AI-powered contact centre capability fits into the technology strategies your customers are asking for.

▪️ We'll be showing something that changes the conversation around AI in the contact centre and your customer experience (CX) solutions — live, working, and available now.
▪️ AI is already in your customers' Microsoft 365. Come and see how CX and Contact Centre become part of it.

Update
The agenda for Crayon Connect: Shift 2030 is now confirmed, and it's a strong line-up.

Key highlights include:
▫️ Brad Twynham (futurist keynote): Winning in a World Where AI Knows More Than You Do — practical strategies for positioning yourself with clients as AI reshapes the advisory role.
▫️ Mathew Howard, General Manager ANZ Channel, Crayon: Executive keynote on where the channel is heading.
▫️ Samantha Said, Senior Partner Development Manager, Microsoft: The Roadmap to Frontier Transformation for SMBs and what it means for partners.
▫️ Google: Agentic Trends for 2026, including a live showcase of their Agentic AI App and platform.
▫️ GTIA: Exclusive State of the Channel 2026 report, covering business trends and the challenges partners face in the AI era.
▫️ Crayon experts unpacking proven frameworks for building a successful services practice, plus a fireside chat with partners who are already making it work.
▫️ Rounding out the day: breakout sessions, an expo featuring sponsors (including Cytrack), and plenty of networking time.

If you haven't registered yet, now is the time.

Event Information
The Australian channel is shifting — and Crayon Connect 2026 is where the conversation happens.
This year's event, Crayon Connect: Shift 2030, is focused on how partner capabilities and business models need to evolve as the market moves from volume sales to genuine value creation. It's a full day of mainstage presentations, breakout sessions, and direct access to Crayon's in-house experts — covering cloud, security, data, AI, and the partner motions that will define the next decade.

The event is running across two cities:
📍 Sydney — 20 May 2026 | Hilton Hotel
📍 Melbourne — 28 May 2026 | InterContinental Hotel

Registrations are open now!
Select your preferred city and secure your place.

Find out more and register: https://apac.crayonchannel.com/crayon-connect-2026/

hashtag hashtag hashtag hashtag hashtag hashtag

Built In Australia, Trusted Around The World 🌏

From 18–24 May, Australia celebrates Australian Made Week — a moment to recognise the businesses, innovators and makers creating world-class products right here at home. At Cytrack, it’s a celebration we’re proud to be part of.

🌐 From Australia to the World

At Cytrack, we believe every customer deserves an exceptional experience.
Our AI-powered cloud contact centre technology is designed and developed in Australia, yet supports businesses across 20+ countries worldwide.

💡 We’ve proven that world-class innovation doesn’t need to come from Silicon Valley or traditional tech hubs.

Our Australian-built solutions compete confidently on the global stage, delivering:
• Reliability
• Flexibility
• Scalability
• Performance
🚀 Modern businesses need technology that adapts, scales, and delivers better customer experiences, wherever they operate.

Read more:

Built In Australia, Trusted Around The World - Cytrack Customer Experience Technology From 18-24 May, Australia celebrates Australian Made Week — a moment to recognise the businesses, innovators and makers who create […]

The experience your customer gets shouldn't depend on who answers.

🔁 Consistency in customer experience isn’t about isolated good interactions. It’s about delivering the same quality of experience every time, regardless of who picks up, which channel is used, or what time of day it is.

⚠️ The inconsistency problem

Most businesses don't set out to deliver an inconsistent experience. It creeps in gradually, usually because the systems and teams behind the scenes aren't properly connected.

A customer speaks to one agent on Monday and gets a clear answer. They call back on Wednesday and get a different one. They send a follow-up email, and it's handled by someone with no visibility of either previous conversation. By the third contact, the customer isn't just frustrated. They've formed a view of the business and it isn't a generous one.

🎯 What customers are actually asking for

The bar here isn't unreasonably high. Customers aren't expecting perfection. They're expecting coherence.

🔍 Where consistency actually breaks down

It's rarely about attitude or effort. Most agents genuinely want to help. The problem is structural. When systems don't talk to each other, context gets lost between channels. When teams operate in silos, no one has the full picture. When there's no shared customer record, every agent is effectively meeting that customer for the first time.

The fix isn't a training programme. It's architecture. The businesses delivering consistent CX have connected their systems so that every touchpoint draws from the same source of truth, interaction history, account details, previous resolutions, open issues, all of it visible to whoever handles the next contact, wherever it comes from.

💼 The quiet commercial case

Inconsistency rarely announces itself as the reason a customer leaves. It accumulates. One slightly different answer here, one repeated explanation there, one escalation that goes nowhere because the new agent had no context. None of it dramatic. All of it corrosive.

The businesses taking consistency seriously don't just retain more customers. They build the kind of reputation that brings new ones in — because a customer who always gets the same quality of experience has no reason to look elsewhere, and every reason to tell someone else.

🚀 See how CyCX gives every agent a complete, shared view of the customer.

Get in touch → https://www.cytrack.io/request-a-demo/