Washington state agencies expect—and need—a contact center platform that provides sentiment analysis, intuitive administration, and effective reporting, all of which are lacking in legacy systems. Washington Technology Solutions (WaTech) worked with SoftwareOne and AWS to implement a modern solution that now provides the foundation on which state agencies can reimagine their customer experience — while being user-friendly and composable enough for them deliver ongoing improvements with in-house expertise.
This brief outlines WaTech’s requirements and how SoftwareOne worked with them to not only meet objectives, but also attain robust features and advanced capabilities that meet the needs of the state government’s customers.