Contact Center and Collaboration
Collaboration to co-create. Collaborate to win
The way in which we communicate with our peers and customers is changing faster than it ever has before. Kytec has specialist teams who are committed to ensuring that we are the best possible collaboration & contact center partner for you
Our Services
1) Contact Center Consulting
Sometimes the hardest thing about getting started is working out where to start. The consulting team at Kytec spend their lives researching industry trends and working with customers so they know a bit about a bit! We love working with our customers to make sure that their investment is well targeted and to make sure that they are looking after their customers – we love our customer’s customers too!
Whether it be a needs analysis, omnichanel approach or assistance designing and implementing an existing solution, the Kytec team come from a strong pedigree of contact center professionals and exist to deliver best practice and industry-leading advice to our customers.
2. Contact Center Solutions
Working closely with our customers, Kytec design and implement omnichannel contact center solutions based around Cisco UCCX and UCCE.
Our design approach begins with a series of detailed workshops around interaction management, customer journeys, reporting and omnichannel. The output of these workshops ranging from half a day to two weeks is an application design document which utilises industry best practices to provide the highest level of customer service possible.
From there it is easy – the technical geniuses take over and turn the design into reality. The result is a robust and technically sound solution that has been designed through consultation with some of the industry’s most respected professionals.
3. Collaboration & Video
Working only with best of breed collaboration and video vendors, Kytec provide design, integration and implementation services.
At Kytec we limit our vendor relationships intentionally to ensure that the advice and support provided are at the highest possible standard. We believe our specialisation is the reason for our expertise.
Collaboration solutions are developing at a tremendous pace as our work styles are evolving to make us both more efficient and able to innovate and co-create.
Innovation is our favourite topic and working with our customers to provide that little extra edge is our forte.
Kytec design and deploy Cisco’s cloud-based collaboration services including Webex CMR and Cisco Spark. The cloud-based products provide enhanced capabilities and reduce the impact on infrastructure when delivering bandwidth or process intensive functions. Kytec work with customers to implement hybrid cloud solutions to draw benefit from both the on-premise and cloud-based infrastructure
4. Reporting and Monitoring
Visibility into the day to day and minute to minute operations of a contact center is extremely important, as are performance metrics around customer experience and satisfaction.
To provide a 360-degree view of operations and customer experience, Kytec works closely with their customers to develop reporting solutions that drive outcomes and answer the burning questions in the contact center.
Unifying and centralising reporting around all interaction types provides a single source of multidimensional information that equips contact center leaders to drive customer success.
5. Lifecycle Services
A contact center is not a destination, it is a journey. Kytec’s lifecycle services are designed to work closely with the strategic and operational functions within a contact center, driving continual improvement and providing a platform on which innovation can be quickly and successfully deployed.
6. Workforce Optimisation
Workforce planning and quality management within the contact center is essential for efficient and customer-centric operations. The Kytec team work closely with multiple WFO vendors to ensure our customers are delivered the product with the best alignment to their business practices and budget.
Our suppliers and partners
Cisco
Despite being the largest networking company in the world, Cisco manage to continue to innovate through significant R & D budgets and through acquisition. Their collaboration and contact center portfolio is more complete than any other vendor on the market providing customers with a limitless opportunity – provided they choose the right partner.
Telstra
Telstra have advanced from being Australia’s largest telecommunications provider, to the most significant technology aggregator. Kytec work with Telstra on their cloud collaboration platforms and deliver cloud-based contact center technologies on behalf of Telstra and to their customers.
Calabrio
Innovative and customer focused, calabrio develop quality management, analytics and workforce management software specifically designed to integrate with Cisco UCCX and UCCE. Kytec have opted to work heavily with Calabrio due to the strong links between the company’s in their customer first approach.
How do we start?
