MetTel, MCS Deliver Cloud Contact Center, Managed Network Services to Federal Agency Supporting Businesses and Consumers
Solution includes Genesys CCaaS, SuccessKPI CCaaS Insights Platform, Microsoft Teams, Amazon Connect
WASHINGTON and NEW YORK, Jan. 25, 2024 /PRNewswire/ -- MetTel, a leader in digital transformation and communications, and Mission Critical Solutions (MCS), a federally-focused systems integrator, have collaborated to deliver a cutting-edge managed network services and solutions package to a major U.S. government civilian agency.
To improve its customer experience (CX) and enhance responsiveness to its constituents, the agency sought deeper insights into its call center performance and to provide a more useful automated interface. MetTel and MCS designed a fully integrated and managed solution incorporating Genesys Contact Center as a Service (CCaaS), AI-powered insight tools from SuccessKPI, cloud migration services, Microsoft Teams and Amazon Connect Unified Communication as a Service (UCaaS) solutions. MCS built and continues to maintain the multi-cloud, multi-provider cloud solution enabling the agency to:
Don Parente, Vice President of Sales and Solution Architecture for MetTel Federal, expressed appreciation for working with MCS, emphasizing the flexibility of their collaboration. "We're a great fit together as MCS can bring us in to support their customers side-by-side or simply outsource all the managed network services to MetTel. Either way, everyone wins."
MetTel is a four-time Leader of the Gartner Magic Quadrant for Managed Network Services (2020 – 2023) -- the only communications carrier named a Leader since the inception of the report in 2020.
MCS has been a Federal Contractor within telecommunications business for 30 years and currently maintains hundreds of thousands of ports of Genesys Cloud CX, Avaya & Nortel, Cisco, Unify (Siemens), Telecommunications Systems for cleared and civilian agencies.
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