Varsity Lakes software firm CyTrack scores major US deal

A GOLD Coast company has scored a major deal with a US corporation in a move which is set to boost the city’s software market.

Nick Milan, of CyTrack, says the Panasonic deal will pave the way for expansion into the North American market.

VARSITY Lakes-based CyTrack has scored a major coup – partnering with Panasonic in the US to onsell its software, which feeds customer communication into one contact centre channel.

CyTrack was founded in 1995 in Sydney and moved to the Gold Coast in 2004.

The company’s call centre software – called CyTrack CyCC – is used by companies in 20 different countries around the world.

Australian businesses that use the software include charity Yourtown, prepared meals supplier Lite’n’Easy, food distributer PFD Food Services and others.

Managing director and founder Nick Milan said CyTrack worked through a variety of platforms.

“These days it’s not just about the telephone,” he said.

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“These days people like to use webchat systems, Twitter, Facebook and other platforms. What our software does is connect all the different ways customers might want to communicate with the business, and it queues and routes those just like you would a telephone call.”

The old-fashioned telephone queue, in effect, becomes a mix of social media, phone calls, SMS, and any other way people communicate these days.

“Let’s say you post to Facebook and say, ‘hey I’m interested in looking into your products’. That post has gone into a queue and pops up into an agent’s desktop and then they will be communicating back with you.”

Mr Milan said the company’s deal with Panasonic System Communications Company of North America, which comes after it signed a similar deal with Panasonic UK, is a major boost to the its fortunes.

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“Panasonic has a huge amount of resellers all through the North American market and as their resellers get inquiries from customers that need better communications, it will be our software solution that is recommended.”

Mr Milan said the company had a full suite of software products, including CyReport and CyReport ACD, which tracks the performance of call-centre staff.

“The deal is hugely exciting for us and gives us access to major North American corporations and potential opportunities there. We expect to see a lot of growth with this.”

Mr Milan said the alliance with Panasonic would mean the recruitment of more staff on the Gold Coast, which currently number less than 50.

The business has grown in the UK, through the Panasonic deal, and Mr Milan said that had spread to the Middle East. CyTrack is planning an office in the US before the end of the year in anticipation of a spike in business.

Mr Milan said before starting his own business he did an MBA at Bond University.

“I really loved the area, so although it was started in Sydney, I always had the intention of coming back to the Gold Coast,” he said.

Panasonic System Communications Company of North America product manager Oliver Bodden said it was proud to partner with CyTrack.