OmniSupport Central
CYCT OmniSupport Central is an integrated customer service platform that unifies all communication channels, streamlines support workflows with intelligent ticketing and automation, and empowers teams to deliver efficient, consistent, and data-driven customer experiences.
- Unified Channels Seamless Experience
- Smart Automation Efficiency Boost
- Data Insights Informed Decisions
Details
1. Omnichannel Support
Integrates customer inquiries from all communication channels (email, chat, phone, social media, etc.) into a single, unified agent interface.
2. Ticketing System
Converts every customer request into a trackable ticket with full history, status, priority, and assignment features for end-to-end case management.
3. Knowledge Base
Provides a centralized, searchable repository of help articles and guides for both customer self-service and internal agent reference.
4. Automation & Workflows
Enables rule-based automation for tasks like ticket routing, responses, escalations, and follow-ups to improve efficiency and consistency.
5. Customer Information Management
Displays comprehensive customer profiles—including interaction history and product usage—directly in the service interface for contextual support.
6. Reporting & Analytics
Tracks and visualizes key performance metrics such as CSAT, first response time, resolution rate, and agent productivity.
7. AI & Chatbots
Uses AI-powered chatbots to handle routine queries automatically, allowing human agents to focus on complex and high-value interactions.
