Autotask Case Study

April 27, 2020

For over 25 years CyTrack Intelligence Systems has been thought leaders in telephony integration and omni-channel contact centre technology. CyTrack is pleased today to announce global product certification by Datto for the CyTrack software integration with Autotask PSA.

Datto recently launched a new program aimed at supporting managed service providers (MSPs) by offering resources for customers who require a mix of solutions that need to integrate with Datto. The developer program is set to benefit more than 14,000 MSPs globally.

The CyTrack integration allows Autotask PSA to be connected to the large list of CyTrack integrated telephony and communication platforms including Avaya, Ericsson-LG, Panasonic, Mitel, NEC, Samsung and more, as well as cloud-based VoIP solutions such as Microsoft Skype for Business, Microsoft Teams, Broadsoft, and open platforms such as Asterisk.

Nick Milan

Now more than ever, the need for remote working, contact centre business processes and omnichannel communication is required for delivering the most effective customer experience and ensuring efficient high-level services. The CyTrack integration leverages the power of the communications platforms available in the market today with Autotask to deliver a powerful business solution for MSP’s

Nick Milan | Managing Director | CyTrack

Nick adds, “In fact, we are especially proud of this integration as it came about by working closely with our partner Premium Choice Group (PCG) in the UK. PCG is one of the leading partners globally for CyTrack and continually achieve the highest ratings from our software engineering and technical support teams. We love how they drive innovative solutions for their customers using CyTrack applications and modules. PCG packages our CyTrack software applications together with Panasonic PBX systems and provides solutions for the UK National Health Service. Together we now have a large number of NHS customers such as surgeries and other practices throughout the UK.

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PCG approached us as they use Autotask PSA inhouse to manage their customer base and being able to integrate the Panasonic system and Autotask PSA together with the powerful UC features within CyDesk offered a higher level of customer experience, more efficient services, enhanced voice recording features, and better reporting. 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

Jacob Brown is the Technical Manager of Premier Choice Group, and as mentioned the Premier Choice Group specialises in ensuring the right call solution for the UK National Health Service needs and has many hundreds of sites in the NHS that they manage nationally.

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Jacob says, “The CyDesk integration with Autotask has become a critical part of our service solution for our clients in the NHS. 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. 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.

Joe Rourke, Director of Product Management, Autotask PSA at Datto, comments, “We are very excited about the integration of Autotask PSA with CyTrack, whose software is platform-agnostic, meaning our partners are not tied into one proprietary solution or cloud service to gain this telephony and contact centre integration. 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. Being able to use the CyTrack solution right away while not having to sign up for a new platform is a great benefit.

Joe adds “We see two immediate benefits for our partners. By adding the CyTrack solution to inhouse environments our partners can improve customer experience and communications capabilities for their own service delivery; while also being able to offer this very essential communications technology to their customers for their own environments and services.

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About Datto

As the leading provider of cloud-based software and technology solutions purpose-built for delivery through managed service providers (MSPs), Datto believes there is no limit to what small and medium businesses can achieve with the right technology. Datto offers Unified Continuity, Networking, and Business Management solutions and supports an open technology ecosystem for MSP partners. These partners provide Datto solutions to over one million businesses across the globe. Since its founding in 2007, Datto continues to win awards each year for its rapid growth, product excellence, superior technical support, and for fostering an outstanding workplace. With headquarters in Norwalk, Connecticut, Datto has global offices in the United Kingdom, Netherlands, Denmark, Germany, Canada, Australia, China, and Singapore. Learn more at datto.com.


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