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Forget Silicon Valley and say hello to Silicon Beach: Why this tech company calls the Gold Coast home

Dominica Czaczka | May 22, 2020

From landing contracts with big name brands such as Ericsson-LG and Panasonic, becoming a Microsoft Gold Application Integration and Silver Cloud Platform Competency Partner to a recent partnership in the UK to deliver a call solution for NHS, you’d be forgiven for thinking this tech company is based in Silicon Valley.

Instead, software powerhouse CyTrack chooses to call Australia’s sunny Gold Coast home.

Specialising in customer experience technology, CyTrack provides customisable call centre management software for various industries. The Varsity Lakes based business works with a multitude of companies across the globe, helping brands automate processes, increase business productivity and streamline their contact centres to improve customer journey.

A UK native, the decision to study abroad in Australia in the nineties paved the way for Cytrack’s Founder and Managing Director Nick Milan’s life-long love affair with the Gold Coast. For Milan, his connection with the Gold Coast was instant.

“I came to the Gold Coast to do an MBA at Bond University. I remember back then Robina and Varsity Lakes was being dug up by excavators.

“I always thought to myself that I’d love to live here,” he muses.

Despite Milan’s soft spot for the city, he was forced to launch his company elsewhere, vowing to one day return.

“I started the company in Sydney because back then things were different. Sydney was more of a central place for technology. The Gold Coast has changed a lot since then.

“As soon as I could, I moved the business to the Gold Coast. We opened a branch here and employed people and all the Sydney staff were putting their hand up asking if they could move to the Gold Coast office. About 15 years ago we shut our doors in Sydney and moved the whole operation up here,” Milan explains.

CyTrack now has an office in the UK; however Milan doesn’t regret his decision to base head office from the Gold Coast.

“It’s just a dream up here. I might have a UK accent but I was born Australian. I just love everything about the Aussie people; our attitude, our way of sport and our fighting spirit. And the Gold Coast lifestyle is fantastic,” he said.

The company has gone from strength to strength since its inception, quietly working behind-the-scenes to help various businesses achieve their telecommunication needs. Recent software integration with Datto’s Autotask professional services automation has led to a partnership with UK’s Premier Choice Group, paving the way for this Gold Coast business to provide an omni-channel contact centre solution for the National Health Service (NHS) in the UK. The CyTrack partnership has come as an unexpected saving grace for the NHS during Covid-19, with the software integration allowing for staff to work remotely while maintaining effective communication and collaboration.

Despite its ever growing list of accolades, it’s not just well-known corporations that CyTrack works with. The software vendor supplies telephony and communication platforms to fellow Gold Coast entity Yourtown, a charity that works closely with disadvantaged youth.

“We were actually voted Microsoft Partner of the Year a couple of years ago because we did some work with Yourtown. They have a critical kid’s helpline and we’ve been looking after their call centre for about 15 years; they use our software. We were greatly able to reduce the time in connecting kids in need to counsellors.

“A high volume of the calls Yourtown receives are suicide related. They had a lot of wait-time messaging and the kids would hang up. So we changed the process to improve call retention.”

CyTrack has also become firmly embedded within the local community, with the tight-knit team and their respective families embracing the Gold Coast way of life. CyTrack’s Chief Technology Officer Mark Hammans volunteers as a surf lifesaver at Burleigh during his time off and CyTrack sponsors Hammans’ daughter Charlotte, who was one of the youngest girls to get offered a professional contract with the AFLW Gold Coast Suns team this year.

“We love it on the Gold Coast, you could say our mission statement is to work hard and deliver great solutions so we can live in this amazing place,” adds Milan.

“I am constantly in awe of the results our team produces and how we kick way above our weight. Some of my team have been working in CyTrack with me for 25 years now, which is really something.

“We have all certainly taken to the Queensland and Gold Coast lifestyle.”

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