Aussie ISV CyTrack scores with telco supplier for UK's National Health Service

Gold Coast-based software vendor CyTrack Intelligence Systems has been rewarded with a Datto certification following its deal with a telephony solutions provider for the United Kingdom’s National Health Service (NHS).

UK-based Premier Choice Group (PCG) had CyTrack’s software solutions bundled with Panasonic PBX systems and sold as solutions for the NHS, while also having some applications integrated with the company’s in-house Autotask professional services automation (PSA) software.

CyTrack managing director Nick Milan said the company was approached by PCG last year as they used Autotask PSA to manage their customer base, in addition to bundling it with the Panasonic PBXs they were reselling.

“At that time when we commenced this project, we had no idea COVID-19 was ahead of us and in a short time PCG would be adapting to remote working as well, which when this did occur – the benefits of the solution for the PCG team and management become even more obvious,” Milan said.

CyTrack’s integration allows Autotask PSA to be connected to its integrated telephony and communication platforms, which include Avaya, Ericsson-LG, Panasonic, Mitel, NEC, Samsung and more, as well as cloud VoIP solutions like Skype for Business, Microsoft Teams, Broadsoft and open platforms such as Asterisk.

PCG technical manager Jacob Brown said CyTrack’s CyDesk being integrated with Autotask has become “a critical part” of PCG’s service solution for its NHS clients.

“CyDesk enables the customer’s Autotask record to be automatically popped when we receive a call from the surgery and we can immediately review open tickets or create a new enquiry. We can also quickly click to dial or search for clients’ details in Autotask directly from CyDesk which speeds up call handling efficiency,” Brown said.

“Importantly, we have the option to record calls which means we can ensure we follow up on the actions planned as well as review the quality of our teams’ responses. The presence feature of CyDesk has been very beneficial during the times of COVID-19 where we are all working remotely, enabling us all to collaborate together far more efficiently.”

For its efforts, Datto awarded CyTrack a global product certification for the software integration with Autotask PSA. It was part of Datto’s new program aimed at supporting MSPs by offering resources for customers who require a mix of solutions that need to integrate with Datto products.

Datto director of product management for Autotask PSA Joe Rourke said the vendor was very excited about the integration of Autotask PSA with CyTrack, citing its platform-agnostic approach.

“Our partners are already using popular platforms such as Avaya, Cisco, Panasonic, Mitel, and Ericsson, and many use Microsoft O365 with Skype for Business and Teams,” Rourke said. “Being able to use the CyTrack solution right away while not having to sign up for a new platform is a great benefit.”