Our Outsourcing Relationship

One of the most misunderstood concepts about outsourcing involves the loss of control. Control is not lost in an outsourcing relationship; only the means of control has changed. When your company chooses to outsource its customer support to CyLynx, the control of this process belongs to us, but you exchange process ownership for the ability to define and judge the results. CyLynx is your ally, dedicated to the goal of raising the satisfaction of your customers.

Gradual Implementation

CyLynx has defined a multi-step approach to make the outsource process run smoothly. We work with you to establish an implementation schedule that determines the timing of the stages in which you release support management to CyLynx. You can start small and outsource a small percentage of your functions to us, gradually ramping up to a level of support at which you feel comfortable.

CyLynx Immersion

When you choose to work with CyLynx, we implement CyLynx Immersion, an integration process that facilitates an efficient flow of knowledge from your company to CyLynx. Immersion begins when one of our Service Delivery Agents consults with you to conduct a thorough needs analysis and to document your support materials and processes. The gathered information is then rendered into an intense training program which is incorporated into CyLynx University, our comprehensive and ongoing training and education structure.

Insightful Reporting and Extranet Monitoring

CyLynx provides you with reports that will not only help measure our performance, but will also give your company valuable insight into your customers' behavior and your company's activities. In this regard, CyLynx is able to assist you in identifying problem areas and can help you to improve your services. You will also have access to your own "Extranet" where you can monitor the details of our performance including logged-in staff and issue resolution. The Extranet also functions as a tool to ensure seamless operability and communication between your company and CyLynx.