Gold Coast Microsoft partner CyTrack to bridge communications gap as Skype gets folded into Teams

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Gold Coast Microsoft partner CyTrack to bridge communications gap as Skype gets folded into Teams

CyTrack is looking to capitalise on uncertainty about Microsoft's decision to fold Skype for Business into Teams as it launches a cloud solution for contact centres.

The Gold Coast-based independent software vendor is gearing up to launch its CX Solution Suite for Skype for Business, managing director Nick Milan told CRN.

The "omni-channel contact centre service" allows users to provide support through calls, social media, SMS, email and website, along with an advanced analytics toolkit for lead-generation.

The product, which boasts functionality found in Skype for Business' enterprise SKU, can be integrated with Office 365. It is hosted on Microsoft Azure and billed on a subscription basis.

CyTrack spent 12 months developing the product in partnership with Melbourne-based IT cloud firm Pingco, which offers a hosted version of Skype for Business running on its infrastructure.

Last month, Microsoft announced its intention to shift cloud customers from the Skype for Business client to its Teams collaboration suite – and CyTrack hopes to offer a different option to customers during this transition.

Customers "want all of it now", according to a CyTrack statement. "They want Office 365 and they want a powerful enterprise-level voice solution, and they want that delivered as a cloud-based subscription service, not on-premises and not requiring a high level of in-house technical competency and infrastructure."

Milan said: "We deliver the most powerful enterprise-level voice capability now in a cloud and subscription service, with a clear and smooth transition to the Office 365 cloud environment once Microsoft Teams releases the advanced communication capabilities that Skype for Business has now."

CyTrack has already soft-launched CX Solution Suite with a handful of partners, but will have a full launch at Microsoft Summit in Sydney on 14 November.

Last year, CyTrack won the Excellence in Industry and Platform Innovation Award at the Microsoft Australia Partner Awards for 2016.

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