Australian independent software vendor CyTrack has landed a deal with Panasonic North America to package up its contact centre solutions for the US market.
CyTrack is a Microsoft gold partner with its headquarters on the Gold Coast, Queensland. It won the 2016 Microsoft Australia Partner Award for 'excellence in industry and platform innovation'.
Panasonic will package up its own business communication servers with CyTrack’s customer experience technology, allowing client organisations to respond efficiently to their own customers across a range of channels.
CyTrack technology offers a user-configurable interface for businesses to set targets or thresholds, track performance in real-time and better predict key business outcomes by using actionable data.
The software and hardware bundles are available through Panasonic’s unified communications distributors. The key solutions are CyReport, CyReport ACD and CyCC, which is "an advanced omni-channel and social networking contact centre".
Oliver Bodden, product manager of unified communications at Panasonic System Communications Company of North America, said: “In today’s fast-paced business landscape, companies require elevated services and experiences, enabling them to swiftly and professionally respond to customers across a number of channels, including voice, chat and SMS.
"We’re proud to partner with CyTrack to deliver actionable measurement tools and real-time information paired with best-in-class telephony systems that will improve efficiency and performance for our customers, ensuring they better measure key business metrics and meet their unified communications goals.”
CyTrack in October launched its CX Solution Suite for Skype for Business, an "omni-channel contact centre service" that allows users to provide support through calls, social media, SMS, email and website, along with an advanced analytics toolkit for lead-generation.