Telephony Services

Voice & Contact Center Services

WaTech Connect Contact Center, Life-Safety PBX Service

Overview 

WaTech Voice & Contact Center Services provides secure, reliable, and scalable communications solutions that enable Washington state agencies to connect with employees, customers, and partners. Whether supporting everyday business communications, customer engagement, or mission-critical operations, our services deliver modern cloud capabilities alongside resilient onsite telephony designed for environments where continuous communications are essential.

Our service catalog includes:

  • WaTech Connect Contact Center – A cloud-based contact center solution that enables agencies to deliver seamless customer experiences across voice and digital channels. With intelligent routing, automation, self-service, analytics, and integrations with AWS services, WaTech Connect helps improve service delivery while increasing operational efficiency.
  • Life-Safety PBX – A survivable onsite telephony solution for qualified facilities that require uninterrupted communications to protect life and safety. Designed for hospitals, correctional institutions, and other mission-critical environments, Life-Safety PBX provides resilient voice communications during network outages and emergency situations.

Together, these services provide agencies with a comprehensive communications platform that supports both customer engagement and operational resilience while meeting the diverse communication needs of Washington state government.

  • Teams Phone, eFax, and Long Distance - For information about Teams Phone, eFax, and long-distance services, click this link to reference the C&P page.

How to Order:

Contact the WaTech Support Center to schedule a consultation. 

If you have questions or need assistance regarding a strategic consultation, please contact your agency Business Relationship Manager (BRM). 

Your agency will also need to agree to the following Terms of Service. 

 

WaTech Connect Contact Center  

WaTech Connect Contact Center is a cloud-based contact center solution that helps agencies deliver seamless customer experiences across voice and digital channels. By integrating with AWS services and business applications, WaTech Connect enables intelligent routing, self-service, and automation that save staff time, reduce errors, and improve customer service.

Features/Benefits: 

  • Cloud-based contact center with instant scalability.
  • Flexible pay-as-you-go pricing.
  • Crystal-clear, high-quality voice communications.
  • Intelligent routing for voice, chat, and digital interactions.
  • Skills-based routing that connects customers to the right agent.
  • Built-in call recording for quality assurance and training.
  • Unified agent workspace for faster onboarding and greater productivity.
  • Task management to streamline customer follow-up.
  • AI-powered IVR and chatbots for 24/7 self-service.
  • Secure web and mobile chat with asynchronous messaging.
  • API integrations for personalized customer experiences.
  • Outbound voice, SMS, and email campaigns.
  • Predictive dialing with answering machine detection to maximize agent efficiency.

Pricing  

The monthly charge is based upon two items: the number of users you choose to have configured and the usage charges for AWS Services.  

Description 

Fee 

AWS Service usage charges  

Based on AWS rates   

https://aws.amazon.com/connect/pricing

User charge based on per user configured  

$14 per user, per month  

WaTech provides:  

  • Initial implementation services for the initial setup of Contact Flows and ancillary AWS services for a one-time setup fee of $1,500 per queue.  
  • Day-to-day user management includes adding users to Azure Active Directory security groups, adding users to Amazon Connect instances, and adding users to WaTech’s billing system.  
  • Troubleshooting any issues with Dial-Tone, Contact Flows, and other AWS micro services integration with the Amazon Connect Contact Flows.  
  • Maintaining the security of the AWS environment to the Washington state 141 standards, including VPCs, EC2s, IAGs, CloudTrail, GuardDog, ECR, and IPv4 addresses.  

Customer Responsibility:  

  • Any application management of any other AWS services that integrate with the Amazon Connect Contact Flow.  
  • Agency is responsible for all administration of 3rd party applications and AWS enhanced services or special circumstances. (Evaluations, workforce optimization etc.)  

Life-Safety PBX 

WaTech's Life-Safety PBX service provides resilient on-site telephony for facilities where uninterrupted communications are essential. Designed for hospitals, correctional institutions, and other 24/7 critical environments, it maintains reliable voice communication during network outages and emergencies through survivable onsite PBX equipment. 

Features/Benefits: 

  • Survivable onsite telephony ensures communications remain operational during network or cloud outages.
  • 24/7 availability for mission-critical facilities and emergency communications.
  • Onsite Life Safety PBX provides reliable communications during emergencies.
  • Seamless integration with enterprise cloud telephony and contact center services.
  • Reliable communications that enhance safety, security, and operational continuity.
  • Supports hospitals, correctional facilities, emergency operations centers, and other critical environments.
  • Centralized support and standardized solutions backed by WaTech.

Pricing:

Description 

Fee 

 Life-Safety PBX Service

 $18.00 per Avaya license

 

Back to top