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News : New York Tolling Authorities Select TTEC Government Solutions to Provide Enhanced Customer Contact Solutions

#contactcenterworld, @ttec_com

Denver, CO, USA, Sept. 22, 2022 -- TTEC Government Solutions LLC, a subsidiary of TTEC Holdings Inc. (NASDAQ:TTEC), a global customer experience (CX) technology and services provider for end-to-end digital CX solutions, has been awarded a broad contract to manage operations for the Customer Contact Center (CCC) of some of the tolling authorities in the New York-New Jersey area.

Agencies that comprise the contracting authorities include New York State Thruway Authority (NYSTA) and The Port Authority of New York and New Jersey (PANYNJ). Under the terms of the contract, TTEC will also provide services for the New York State Bridge Authority (NYSBA), the Buffalo Fort Erie Public Bridge Authority (operator of the Peace Bridge), and the Thousand Island Bridge Authority (TIBA).

TTEC began work with the CCC this summer on the implementation phase. Design, development, testing, and commissioning is expected to be completed in 2023 with an anticipated go-live date of January 2024. The contracting authorities oversee the largest tolling operation in the United States.

"TTEC appreciates the faith that the tolling authorities have placed in us to deliver exceptional service to all the New York agencies and motorists who depend on the E-ZPass transportation network," said Anna Van Buren, senior vice president, TTEC. "We look forward to working with the agencies and their technology partners to apply our many years of experience in electronic tolling environments to enhance customer care operations for the authorities."

TTEC will offer a wide range of business processing services, including provisioning of the New York Customer Service Center's (NYCSC) primary and alternate customer contact facilities, integrating and deploying the telephony and Interactive Voice Response (IVR) technical solution, account management, customer contact and case management services, customer satisfaction surveying, interfacing with collections agencies, support for courts and tribunals, and financial management.

The NYCSC was established on behalf of the public authorities that collect tolls from customers through multiple methods, including a transponder-based electronic toll collection (ETC) system known as E-ZPass, and cashless, image-based license plate tolling known as Tolls by Mail.

"Customer service is a top priority for the Thruway Authority. We believe this new contract will offer new technology-based solutions and an improved focus on providing a streamlined and easy-to-use payment system for our customers. We look forward to working with them through the transition and ultimately go-live operations phases to provide our customers with the service and support they deserve," said Michael Perrotto, acting E-ZPass program manager, NYSTA.

In addition to its partnership with the New York tolling authorities, TTEC delivers customer support with transportation authorities in other key states such as California, Florida, New Jersey, and Texas.

#contactcenterworld, @ttec_com

Posted by Veronica Silva Cusi, news correspondent
Source: TTEC


About TTEC:
Company LogoTTEC Holdings, Inc. (NASDAQ: TTEC) is a global customer experience technology and services company focused on the design, implementation and delivery of transformative customer experience. TTEC Digital delivers outcome-based, human-centric, tech-enabled, insight-driven customer experience solutions. Founded in 1982, the Company's 48,700 employees operate on six continents across the globe and live by a set of customer-focused values that guide relationships with clients, their customers and each other.
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Today's Tip of the Day - New Opportunities

Read today's tip or listen to it on podcast.

Published: Friday, September 23, 2022

Printer Friendly Version Printer friendly version

2022 Buyers Guide Computer Telephony Integration

 
1.) 
Premium Listing
Call Center Studio

Call Center Studio
Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time.


2.) 
AMC Technology

DaVinci
DaVinci provides Computer Telephony Integration (CTI) to a library of pre-built applications + UXiPaaS (User Experience Integration Platform as a Service) built specifically for contact centers. As contact center needs evolve, organizations need to have access to extend or create new functionality, without waiting to be a part of a software roadmap. Get the benefits of CTI within your CRM like screen pop, click-to-dial, screen transfer, speed dial and more, but future-proof your contact center so you can expand and integrate how and when you want.

3.) 
ComSys S.A.

CLink for CRM and Call Center Integration
CLink by Comsys is a middleware that connects in real-time the CRM and the contact center applications. CLink enhances the CRM with interaction management capabilities from the contact center that allow agents to work more productively across all communication channels.
Comsys is a provider of οmnichannel customer engagement solutions that assist companies around the world in delivering unique customer experiences. For the last 15 years, Comsys designs and implements complex projects for clients from the outsourcing, financial services, telecommunications, and retail sectors. Comsys enjoys strategic partnerships with technology vendors like Cisco®, Aspect Software®, and Microsoft® for the delivery of innovative interaction management and contact center optimization solutions.

4.) 
Consilium Software

Consilium UniAgent™
Today’s call centers need their agents to work more naturally, and respond better and faster. Here, we talk about the innovations Consilium has made with the latest desktop and mobile agent releases of the UniAgent™ CRM connector. From small enterprises to Fortune 500 companies and governments across 110 countries, UniAgent™ comes into action right at the moment of reckoning, making every contact center experience engaging and personalized, powered by simplified customer identification and anticipating customer needs.
UniAgent™ provides CRM integrations between all the Cisco contact center solutions (UCCX, PCCE, UCCE and HCS-CC) and over 20 CRMs, such as Salesforce, Microsoft Dynamics 365...
(read more)

5.) 
IntraNext Systems

IntraNext Systems develops agent efficiency tools and data security software solutions for medium-to-large contact centers. Our Event Intelligence® Platform solutions include SmartCTI™, iGuard®, and SmartSIP™. SmartSIP is based on our patented SIP layer technology and provides a DTMF masking solution for VoIP environments.

6.) 
Megacall

CRM integration
CRM
We know how important it is for a business to obtain data from its customers and to manage them effectively, so we help small to large companies by integrating their CRM with the Virtual Switchboard.

This type of integration will simplify the work of your team and improve the management performance of the contact list and its information.

7.) 
NovelVox

NovelVox CTI Connector
NextGen Cisco Finesse, Genesys & Avaya Embedded CTI Connectors for Salesforce, Microsoft Dynamics, ServiceNow, Zendesk & more.

8.) 
PhoneIQ

PhoneIQ
What is PhoneIQ?
PhoneIQ is the modern cloud phone system and contact center platform built exclusively for companies on Salesforce. Our all-in-one cloud communications platform brings together power dialing, local presence, voicemail drop, Salesforce call routing, call recording and a complete PBX replacement that lives within your CRM. With support for desktop, mobile, and desk phones, PhoneIQ works seamlessly at the office or remote, logging all interactions in Salesforce and generating reports in real-time.

Best For
Companies using Salesforce and looking for a phone system, dialer, or contact center software that provides deep integration capabilities with their CRM and expert Salesforce support.

9.) 
PRILINK

Easy Contact Center Traffic Analytics (Ec2Traffic)
Prilink Ec2Traffic provides network traffic analytics (NTA) for Internet, SIP Trunk and WebRTC traffic for on-premises and cloud Contact Centers.

Ec2Traffic analyzes network layer 2 to 4, RTP and SRTP packet loss and SIP protocols in real-time from the demarcation point or network edge, generating NTA metadata and requires little telemetry bandwidth.

Ec2Traffic provides:

- Year-round NTA metadata

- Daily CSV files upload to Customer business applications

- Capture packet to Wireshark for Deep Packet Inspection (DPI)

- detect traffic anomalies

- and more ....

10.) 
Teckinfo Solutions Pvt. Ltd.

InterDialog UCCS
InterDialog UCCS - a robust contact/ call center software that helps organizations provide a seamless customer experience across all channels in the customer service journey. All interactions from various channels come to a single unified queue on the InterDialog platform. With unified view agents get to see all historical interactions , enabling him to give a resolution quickly. InterDialog UCCS is a comprehensive Contact/Call Center Software with robust CTI, Unified Q ( ACD), Reporting, Unified Agent Management, Administrator, Supervisor - Monitoring (Pmonitor)
 

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