Massachusetts partners with NWN Carousel for cloud contact center services

MASSACHUSETTS, UNITED STATES — The Commonwealth of Massachusetts has awarded the MassVoice contract for virtual cloud contact center services to Cloud Communications Service Provider (CCSP) NWN Carousel.

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

NWN Carousel’s solutions — integrated with its Experience Management Platform (EMP) — are also expected to provide advanced analytics, real-time insights, service desk capabilities, and proactive alerts to various agencies in the state.

Massachusetts Executive Office of Technology Services and Security Secretary Curtis Wood said, “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.”

“I am grateful for this partnership between the Commonwealth and NWN Carousel to deliver this important technology modernization project,” he added.

NWN Carousel CEO Jim Sullivan, meanwhile, stated that they are “delighted to provide entities leveraging MassVoice with a secure, cost-efficient and agile customer experience for agents and constituents.”

“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,” Sullivan concluded.