Welcome to Propio!
Resources, updates, and support during our coverage expansion of interpreters and routing calls through Propio’s telephony platform.
Key Dates
- November 5: Telephony updateswill take place
- December 15: Propio Analytics will go live for CyraCom Clients
Helpful Links
Take Advantage of the following:
Improved Connect Times
- Spanish times can be expected to connect in 8 seconds (on average), and All Other Languages in 12 seconds (on average)
More Language Coverage
- You will now be able to access up to 300+ languages
Expanded Pool of Interpreters
- Your interpreter resources will increase, expanding to over 20,000 interpreters in total
Modernized Technologies
- A more robust data and technology stack, bringing data insights, EHR integrations and AI capabilities more closely to your fingertips, to support your language access experience
Key Benefits
Larger pool of interpreters
Faster connect times
Greater availability of rare languages
Better night and weekend coverage
Improved reporting and real-time analytics
Merging of quality standards and practices
Frequently Asked Questions
Telephony Changes
When does this happen?
This change will automatically occur on November 5, 2025.
Will there be any changes to billing?
No changes to billing, you will continue to receive a CyraCom invoice and the same level of data access or reporting.
What do I need to do?
There is no action for you to take. If we don’t hear from you, we plan to migrate on November 5th. If there are any changes you’d like to implement, please let us know prior and we can accommodate the same day.
What else can I expect?
As a reminder: The CyraCom App will be migrated to PropioONE on December 31st, 2025. This quarter you can expect additional communication and outreach from our Account Management team, guiding you in how Video-Remote capabilities will be migrated to further enhance your language access program.
What's Changing?
No changes to your call flow will occur. You can access your existing lines just as you always have. Propio teams are integrating systems on the back-end of our infrastructure.
Will there be any changes to invoices?
Yes, all invoices will be sent directly to the designated email recipient of the account. Starting December 2nd, physical copies of invoices will no longer be mailed.
Should I communicate to my staff?
End-users may notice subtle differences to the following:
- The IVR voice will sound different.
- Optional intake questions will not be asked by the interpreter to speed up connect times.
- To conduct 3rd party dial-outs, instruct the first person who answers the phone that a dial-out is necessary.
Will there be any changes to language codes?
Yes, the 3-digit language codes will now be a 2-digit or 3-digit language code. Propio Language Codes can be found here.
Why the Change?
This enhancement improves connection speed, ensures clarity in language selection, and streamlines access to interpreters.
What will happen to the Account Management Portal (AMP)?
The CyraCom Client Login webpage, also known as the Account Management Portal (AMP), will continue to stay live after the redirect. It can still be accessed here.
Reporting
November 1, 2025
- Cyracom.com will redirect to propio.com. If you are used to going to the CyraCom website to access the client login for your reporting, you will need to use this direct link going forward.
December 15, 2025
- You will be provided access to Propio Analytics. This will be your upgraded, on-demand reporting portal where you can access an overview of your account, run customized usage reports, and submit disputes. Additional information will be provided in the coming weeks.
Questions?
If you have any questions or if you’d like to test the updated call flow, we’re happy to assist. Reply to this email, and your Client Success or Account Management Teams will coordinate support and assistance.