Kytec helps small to medium organisations get maximum value from Salesforce and makes implementation smooth and simple.

Salesforce is a powerful tool, but you need the right partner to customise Salesforce for your requirements, implement the solution cost effectively and make sure your staff are trained and enabled so you get maximum value from your investment.

Working closely with customers is part of the Kytec DNA – and we value long term relationships. We focus on turning technology into business benefits for our customers. We appreciate that every organisation is different, so we take the time to understand your business, your strategy and your goals, so we can implement a solution that can easily scale to where your business will be in the future.

The Kytec team are experts in customer experience with a strong track record in contact centres, CRM, cybersecurity and the underlying IT infrastructure.  We have a mature Managed Services Practice and a dedicated Customer Success team.  Our CX (customer experience) vision is to empower our customers to have smart, proactive and personalised interactions with their customers, across the entire customer journey – from marketing lead to loyal customer.

At Kytec, we have a number of Practices including, networking, cloud, security, collaboration, contact centre and of course, Salesforce, which means we have a good perspective of how your Salesforce instance sits within your broader business and IT ecosystem and how it can be better leveraged.

And we will adapt our approach based on your budget. We can offer simple, cost-effective solutions or highly customised solutions that will draw upon more Kytec resources.

The Kytec difference

  • Experts at creating CX journeys: bringing critical sales and service channels into Salesforce such as Voice, Chat, SMS, Messenger, self-service bots and WhatsApp. Also incorporating AI through Chat GPT
  • Full integration skills: with strong Mulesoft capability and our partnerships with Salesforce, Microsoft Azure, AWS, Cisco, Calabrio and Verint, we can help you connect your most important platforms
  • Managed Services: a mature Managed Services capability with a dedicated help desk and Salesforce Customer Success staff that can help you drive platform adoption and improvements in a long-term partnership


How can we help you?

Integration of Salesforce into you Contact Centre

Salesforce shouldn’t be a silo, for maximum benefit, it needs to be integrated with your contact centre – putting the right information at the fingertips of your agents and capturing valuable customer information directly in your CRM. All through a simple dashboard.

AWS Connect, Genesys and Cisco contact centres can be integrated with your Salesforce platform.

Are you getting maximum value from your Salesforce investment? Try a Health Check.

Salesforce is the world’s leading CRM and it can streamline your sales processes, be a single source of truth and drive growth for your business; but making it deliver value can be a challenge particularly as new releases become available.

For customers that already have Salesforce deployed, we like to start with a free Health Check where we look at:

1. Feature utilisation and adoption
2. Data qualitySecurity issues
3. Existing and potential integrations
4. Alignment of your Salesforce platform with your business strategy and objectives
5. New dashboard recommendations for reporting on key metrics

For example, in terms of security, we look at legacy API’s to see if they represent any risk plus who has access to the valuable and sensitive data within your organisation. We also ensure that MFA (Multifactor Authentication) is in place and has been set up correctly.

Please contact us if you would like a complimentary Salesforce Health Check for your organisation but completing the form and select ‘Health Check’.

The Health Check is a 90-minute workshop which will provide you with actionable outcomes on how you can optimise costs, drive platform adoption and ensure that your organisation is secure.

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“We conducted an evaluation of various Salesforce solution partners and engaged Kytec as they were an excellent fit. This decision has proven to be an excellent partnership for Benedict. The Kytec and Benedict project teams have successfully delivered Sales Cloud, Marketing Cloud, Salesforce Inbox and SMS Magic into our organisation. Their strong industry best practice knowledge, positive attitude and collaborative style allowed us to make effective and quick decisions”

Benedict is a family-owned company that specialises in recycling, landscape supplies and waste management and is fast becoming an industry leader in resource recovery.

Contact Us

If you would like a demo of the Salesforce platform, would like to discuss your specific requirements or would like us to share case studies from previous implementations, please complete and submit the form here.

Salesforce Service Cloud Voice Enhancements

Just prior to Dreamforce 2023, Salesforce and Genesys jointly launched their ‘CX Cloud by Salesforce and Genesys’ offering. The new-to-market solution, which under the covers is a Service Cloud Voice offering utilising Genesys voice capabilities – enhanced by Genesys WEM (Work Engagement Management) which includes their quality, WFM and analytics capabilities.

Additionally, the release introduced the ability to route Genesys native channels and surface them through the Salesforce unified interface including the capability to leverage all the AI capabilities based on Einstein1 as announced at Dreamforce. 

Also released at Dreamforce was a wider capability around 3rd party channel integrations into Service Cloud which will allow a number of messaging and CCaaS (Contact Centre as a Service) vendors to route their channels into Salesforce and have them handled within the Salesforce interface.

The opportunities that these announcements offer to customers is immense. For Genesys customers, or customers with supported CCaaS or messaging platforms including Live Person, the ability to integrate very quickly into the Service Cloud platform will provide immediate and immense uplift in capability by immediately allowing the agent a 360 view of a customer during any interaction, and the potential to leverage the Einstein and Einstein1 capabilities.    

The whole customer experience landscape is quickly evolving to better consolidate and utilise data and engage with customers on a variety of channels.  The net result being a better customer experience, empowered agents and more efficient transactions.  The improving integration of traditional contact centre platforms such as Genesys and Cisco with CRM platforms such as Salesforce is immensely powerful.

Kytec sits at the centre of customer experience, with skillsets in contact centres, Salesforce, cybersecurity and the underlying IT infrastructure.  A large cross-section of Australian businesses trust Kytec to set up and manage their contact centre.  Feel free to contact us if you are looking to improve the efficiency or effectiveness of your call centre, better utilise your customer data in customer conversations or deploy a new contact centre.