Scaling the marketplace: How Cytrack is modernizing customer experience on Azure

Australia’s best-kept secret channels the power of Crayon

Cytrack is a leading Australian company in the customer experience technology space, transforming telephony and omnichannel contact center technologies with seamless integration across voice and channels such as email, SMS, WhatsApp, and social media platforms. With its products distributed in over 20 countries, Cytrack continues to expand globally by leveraging its innovative solutions and partnerships, such as Crayon’s ISV Innovation Hub.

Cytrack has continually evolved, staying at the cutting edge of technological innovation. From developing telephone reporting software selected by Telstra in the 1990s to today’s AI-powered omnichannel contact center platforms, Cytrack has consistently driven contact center innovation.

Cytrack has published three solutions on the Microsoft Marketplace. First, CyReport for Teams, which is an advanced reporting and analytics solution that seamlessly integrates within the user’s Microsoft Teams environment. Second, Cytrack’s complete contact center solution CyCX. And third, Cytrack Assist & Calling Plans, which provides a range of services from calling plans, to deployment, customization and support.

Cytrack’s solutions are utilized across industries from healthcare to finance. By integrating advanced AI capabilities, such as its GenAI-powered tools, Cytrack is setting new standards for customer engagement and service delivery.

Nick Milan, Founder and Managing Director, explains why Cytrack chose SoftwareOne as a partner: “The Microsoft Marketplace offers incredible potential, but maximizing its value requires expertise in back-end operations and marketing. We recognized that we didn’t have the experience or scale in those areas, which made SoftwareOne an ideal partner for us."

Cytrack joined SoftwareOne's ISV Innovation Hub just over six months ago. “This offered us a way to partner with a team that has a pretty much unrivalled experience in working with Microsoft, and an existing network of Microsoft-specialized MSPs and resellers,” says Milan.

Six months is “early days”, but Milan is very happy with the way things are progressing.

“Right off the bat, let me say this: I have worked with a lot of distributors and what stuck out was that despite SoftwareOne being such a big organization, we had awesome access to the right people who make sure there are dedicated resources available.

“SoftwareOne has worked hard to make the experience of transacting through Prism and its Cloud IQ platform as smooth and transparent as possible. They have been prepared to look deeply at certain challenges in backend processes, even if that involved them making changes of their own.

“Through the Cloud-iQ portal, you get the benefits of the Azure Marketplace but also the flexibility of options and configurations that are not so easily realized on the marketplace itself.

“The Innovation Hub helps us elevates the overall marketplace experience by giving you more choice and flexibility – and importantly that the final bill to the customer is correct!

“On top of that, SoftwareOne’s marketing support has been first-rate. Being involved and exposed to a bunch of marketing and informative events has enabled us to build an engaged partner community. We participated in the Frontier Connect 24 event in May, manning a stand. At the next Frontier meeting, we’ll be leading a workshop so that’s an exciting opportunity.

“I like the way that SoftwareOne mixes it up. There was an event in Brisbane two weeks ago where they organized a professional chef who taught us how to cook the perfect steak for your barbecue. We had a group of roughly 30 partners there and it was a great and original way of engaging with the partner channel.”

The hard work is paying off, and there has been a steady and growing flow of transactions through Cloud-iQ. “I’ve noticed quite a bit of traction in Australia around the healthcare space,” says Milan, “but typically our ‘SoftwareOne wins’ are in every vertical: banking, logistics, finance, and so on.

“We are pressing on confidently. I was with SoftwareOne UK not long ago, making plans to expand our presence and market share there.”

Cytrack has always embraced change as a driver of growth, continually reinventing itself with each wave of innovation. It hasn’t missed a beat when GenAI rocked up and embraced the power of AI with a range of AI enabled function throughout the solution suite including AI Assistants, AI Agent QA tools and AI “intelligent” chatbots, all available as options with its omnichannel platform.

Continuous innovation is part of its pedigree, and with the headwind of SoftwareOne's Innovation Hub behind it, Cytrack will be unstoppable.