Member News: Gold Coast based CyTrack support UK Health Service during COVID-19

Gold Coast based CyTrack are doing their bit to support the United Kingdom’s National health service (NHS) through a new bundled telecommunications package designed specifically to support health workers.

CyTrack make call centre management software that is used by businesses across the globe to improve services, increase productivity and save costs through effective interaction and communication technology.

CyTrack managing director Nick Milan said the company was approached by UK-based Premier Choice Group (PCG) last year to collaborate on the project to integrate CyTrack software with Autotask PSA and package it with the Panasonic PBXs they were reselling to create an ‘out of the box’ offering for the healthcare market.

“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 provide workflow automation through its 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.”

CyTrack solutions are deployed in over 32 countries across the globe, safely routing, delivering and reporting in excess of 20 million calls a month for their professional clients.  Check out our interview with Nick from CyTrack to learn more about what they do: