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News : The Commonwealth of Massachusetts Selects NWN Carousel to Provide Cloud Contact Center Services

#contactcenterworld, @carousel_ind

Boston, MA, USA, Dec 22, 2022 -- NWN Carousel, a Cloud Communications Service Provider (CCSP) delivering solutions for today’s work-from-anywhere environment, has been awarded Part 3 of the MassVoice contract for Virtual Cloud Contact Center services by the Baker-Polito Administration.

Under the ITT72 contract, the Commonwealth of Massachusetts’ statewide IT contract, the new MassVoice platform provides NWN Carousel’s integrated as-a-service cloud contact center solutions delivered on the Five9 platform. This service is now available to Mass entities utilizing the MassVoice service. Similar services are generally available to all other state agencies, cities, counties, special districts and higher education institutions via ITT72.

Partnering with the Executive Office of Technology Services and Security (EOTSS), NWN Carousel will assist several state agencies in Massachusetts transition their contact center services to the cloud.

NWN Carousel’s solutions will deliver the full functionality and resiliency of a traditional contact center without the upkeep of an on-premises solution. These agencies will better serve their constituents with enhanced communications channels including voice, video, chat, email and SMS to resolve critical issues.

"Strategically migrating Commonwealth business applications to cloud services will improve the experience of customers and employees and provide flexibility for state agencies to adapt and innovate in the future," said Secretary of Technology Services and Security Curt Wood. "I am grateful for this partnership between the Commonwealth and NWN Carousel to deliver this important technology modernization project."

"We are delighted to provide entities leveraging MassVoice with a secure, cost efficient and agile customer experience for agents and constituents," said Jim Sullivan, CEO NWN Carousel. "Our goal is to migrate customers to the cloud to improve operational efficiency and help them leverage data and analytics to make sound decisions that will continue to improve the client experience."

#contactcenterworld, @carousel_ind

Posted by Veronica Silva Cusi, news correspondent
Source: https://www.businesswire.com


About NWN Carousel:
Company LogoNWN Carousel is the leading Cloud Communications Service Provider (CCSP) focused on transforming the customer and workspace experience for commercial, enterprise and public sector organizations. We deliver hybrid work experiences for millions of users across North America's 7,000 leading organizations. Our integrated devices, communications apps, AI-enabled contact centers, networking, security, and analytics allows our customers to learn, discover, work, and connect from anywhere - all delivered as a cloud service that’s simple to use and manage.
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Today's Tip of the Day - Workforce Management Solutions

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

Published: Monday, December 26, 2022

Printer Friendly Version Printer friendly version

2024 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.) 
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.

4.) 
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.

5.) 
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 ....

6.) 
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)

7.) 
The Primas Group

Primas CX
Primas CX is a CTI-based contact center enhancement suite that takes your contact center software to the next level.
It provides a set of tools that every contact center needs, over and above their vendor features.

*Advanced Call Back in Queue & SMS in Queue
*Agent Screen Pop
*Chatbot Automation
*Welcome Back Greeting
*Post Contact Survey
*Dropped Call Reconnect
*Digital Front Door & Many more

As a Vendor Agnostic ISV, we pride ourselves on delivering the best COTS & Custom solutions for any contact center in any industry.


 

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