New Datto Autotask PSA Certification for CyTrack Delivers Telephony & Contact Centre Integration
April 27, 2020
PRESS RELEASE 30/04/2020
For over 25 years CyTrack Intelligence Systems has been thought leaders in telephony integration and omni-channel contact centre technology. The Australian owned award-winning company today is pleased 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 a wide range of leading telephony and communication platforms as well as cloud-based VoIP solutions such as Microsoft Skype for Business, Microsoft Teams, and open platforms such as Asterisk.
Nick Milan, Managing Director of CyTrack says “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.”
Jacob Brown the Technical Manager of Premier Choice Group in the UK is one such partner, 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. Jacob says “The CyDesk integration with Autotask is 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.”
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.
Established in 1995 CyTrack has been working with businesses across the globe to improve customer experience, increase productivity and save costs through effective interaction and communication technology. Our tailored solutions and agile approach delivers best of class telephony integration solutions, omni-channel customer experience and contact centre solutions. Our solutions are communications platform agnostic and we can integrate to the PBX you use now or offer cloud based subscription services for your business.
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