- eFax – an online fax that allows you to send and receive faxes using email, computer, tablet or smartphone.
- Teams Telephony – is a comprehensive cloud-based phone system that allows users to make and receive calls directly from the Teams apps. Also includes a toll-free option.
- WaTech Connect Contact Center – a cloud-based contact center that offers a range of features designed to enhance customer service and streamline contact center operations.
- Public Branch Exchange (PBX) – a large enterprise telephone switch used to deliver dial tone and voice features.
- Switched Long Distance – long distance telephone available to state and local government agencies at a reduced rate.
- Interactive Voice Response (IVR) – an automated telecommunication technology that allows callers to interact with a computer-operated phone system using voice commands and touch-tone keypad inputs.
- Centrex – WaTech will be sunsetting this service December 31, 2025. We are no longer accepting request for new Centrex services. Read more information about this change.
eFax
The eFax service moves existing telephone fax numbers to a cloud-based fax service which will accept inbound facsimiles and convert them to a document attachment which will be emailed to the address specified by the customer.
Features & Benefits
- Improved scalability
- Maximum reliability
- High level of security and encryption
- Reduced investment and process-related costs
- Intelligent routing
Pricing
|
Description |
Rate |
|---|---|
|
eFax Service per number |
$13.50 per month |
|
Inbound or outbound usage |
$0.06 per page |
|
Fax phone number setup |
$4.50 one-time setup charge |
|
Fax phone number porting |
$5.50 one-time port charge |
Service Forms & Documents
Teams Telephony
Phone System in M365 calling capabilities. Users can use Teams to place and receive calls, transfer calls, and mute or unmute calls. Users can click a name in their address book, and place Teams calls to that person. To place and receive calls, users can use a headset with a laptop or PC, their mobile devices or one of many IP phones. Microsoft Teams also provides capabilities to collaborate and participate using a toll-free number. Toll-free is an add on to Teams Telephony. Customer agencies can choose to add a toll-free number to meeting requests that users create. Each agency may have one or more unique toll-free numbers.
Teams Telephony can be connected to the Public Switched Telephone Network (PSTN) in one of two ways:
-
Using WaTech's existing telephony infrastructure for on-premises PSTN connectivity. WaTech Direct Routing is where the dial tone for calling is provided by WaTech
-
Purchasing a Microsoft Calling Plan and License - (Domestic Dial-plan | DmstcCallingPGCC) for M365. Microsoft Calling Plan is an all-in-the-cloud solution with Microsoft as your PSTN carrier.
Features & Benefits
Microsoft Teams Telephony includes the ability to:
-
Securely connect and communicate internally and externally.
- Make and receive video calls.
- Create and edit Auto attendants, call queues for main lines
- A complete list of features is available here: https://docs.microsoft.com/en-us/microsoftteams/here-s-what-you-get-with-phone-system.
- Toll free calling capabilities for customers and end users.
- Configuration of conferencing users to use toll-free numbers rather than the local access numbers.
Pricing
Team Telephony is a service billed monthly. Toll-free usage is billed monthly for the minutes used by dial-in callers at a per minute rate.
|
Description |
Fee |
|---|---|
|
WaTech M365 Teams Telephony Management fee |
$1.75 per user or resource account per month. |
|
WaTech Direct Routing fee |
$2.75 per user or resource account per month. |
|
Microsoft Call Plan |
Customer work with Microsoft for cost |
|
Toll-Free Conference Number |
$0.06 per minute |
Service Forms & Documents
WaTech Connect Contact Center
WaTech Connect Contact Center allows WaTech customers to use cloud-based contact center functions in a highly adaptable environment. WaTech Connect can leverage other AWS services like Polly, Lex, Pinpoint, Lambda, S3, and more along with a variety of digital and voice channels to provide the end user with fully immersive experience to meet their needs. WaTech Connect can retrieve information from a computer database or other data source to automatically provide the information to customers or to the agents assisting the customers through secured interactions. Answers to frequently asked questions can be made available to customers for self-service. Automation using WaTech Connect can reduce staff time, operator errors, and enhance customer service.
Features & Benefits
- Cloud based Contact Center that includes direct inward dial (DID) that can scale up or down at a moment’s notice.
- Pay-as-you-go pricing, so that you only pay for what you use.
- High-quality audio that delivers 16kHz audio and is resistant to pack loss.
- Flow routing for voice, chat, and tasks that include contact queuing, analytics, and management. The flow includes setting logging behavior, setting text-to-speech language and voice, capturing customer inputs (spoken or by pressing 0–9 on the phone keypad), playing prompts, and transferring a customer to a queue.
- Skills-Based Routing to increase efficiency among agents, minimize wait times, and ensure the end customers get the assistance that they need. Routing is based on variables such as availability, skillset, customer sentiment, and past history.
- Call Recording comes integrated for agent performance assessment to help monitor and improve customer experience.
- Agent Workspace provides a single, intuitive application for your agents with the tools and step-by-step guidance needed to onboard quickly, resolve issues efficiently, and improve customer experiences. It combines the ability for agents to accept calls and chats using the built-in Contact Control Panel (CCP).
- Task Management for follow-up items to resolve customer issues and requests are essential to maintaining high customer satisfaction making it easier for you to prioritize, assign, and track agent tasks to completion, including work in external applications, to ensure customer issues are quickly resolved.
- IVR, Chatbots, and Contact Center automation provide intelligent tools for automation including natural language understanding (NLU) integration, context conversations, and task management self-service tools that work across both voice and digital channels.
- Web and Mobile Chat using Amazon Lex supporting asynchronous messaging and encryption using compliance certifications.
- API Integration uses AWS Lambda so that you can create personalized experiences by accessing virtually any backend system and retrieving information to anticipate end-customer needs and deliver answers to questions before they are asked. This could include customer information on past purchases, contact history, or customer tendencies.
- Outbound Campaigns use voice, SMS, and email to serve your customers quickly and improve agent productivity, while supporting compliance with local regulations.
- Predictive Dialer with Answering Machine Detection designed to automatically call customers on a list, while throttling outreach based on predicted agent availability. The dialer also uses a machine learning (ML) model to distinguish between a live customer, voicemail greeting, or busy signal, connecting agents only with live customers.
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 Connect setup charge
|
$1,500 or Custom Rate depending on complexity |
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 include 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.)
Service Forms & Documents
Public Branch Exchange (PBX)
WaTech offers the Avaya enterprise telephony platform which is a versatile hybrid telephone system that supports Voice over Internet (VoIP) protocols (H.323 and Session Initiated Protocol (SIP), digital and analog dial tone service, as well as Voicemail and Call Center capabilities.
Features & Benefits
- Custom telephone, call routing and call center configurations based on the Avaya architecture with more than 300 features.
- 911 Service -- Learn more.
- Expanded local dialing to most of the area codes in the state at no additional charge.
- One number service that lets users receive calls to their office phone, cellphone or another phone.
- Voicemail that can be configured to email or multiple destinations
- Remote access to voicemails
- Announcement only voicemail
Call center features:
- Interactive Voice Response services.
- Skills-based routing, which assigns incoming calls to the most suitable agent, instead of simply choosing the next available agent.
- A comprehensive management system (CMS) with real-time and historical reporting.
- IP agent software that allows call center agents to participate in call centers from any location with an IP connection and phone.
- Call back functionality that lets callers receive a call back from the call center instead of waiting in queue.
- Extensive menu capabilities and situation-based call handling.
Pricing
|
Description |
Rate |
|---|---|
|
SIP VoIP line rate |
$22 per user per month. Includes: Standard Avaya Messaging Voicemail (Premium Voicemail additional $1.17), Avaya Soft phone (IX Workplace) Domestic Long Distance calling Mobility application links service to cell phone. SIP Phone Service Responsibilities. |
|
Avaya Messaging |
Cost per box, per month, per user: Standard $3.83, Premium $5.00 |
Special Application features
|
Description |
Rates |
|---|---|
|
Automatic Call Distribution & Call Center |
|
|
Automated Attendants/Menus |
No Charge |
|
One Number Service |
$3.00 per line per month |
|
Softphones (with phone set) |
$2.00 per line per month |
|
Call Recording |
$45.00 per line per month |
|
Storage |
Quote |
Service Forms & Documents
Switched Long Distance
WaTech offers a reduced rate long-distance telephone service for state and local government agencies. SLD provides detailed billing of long-distance calls. Customers who purchase local telephone services through WaTech will automatically receive SLD service. If you manage your own local telephone services, SLD is an alternative to commercial long distance.
Features & Benefits
- Use WaTech provided seven-digit authorization numbers.
- A traveling authorization feature allows calls to be originated from other WaTech connected sites.
- International calls can be allowed or blocked by an individual authorization number.
- Fraud protection.
- Service is month to month and does not require time, dollar or volume commitments.
Pricing
|
Description |
Fee |
|---|---|
|
Switched Access: |
|
|
Intrastate long distance |
$0.049 per minute |
|
Interstate long distance |
$0.049 per minute |
|
Calls to Canada |
$0.08 per minute |
|
International long distance (not including Canada) |
varies |
|
Dedicated Access: |
|
|
Intrastate long distance |
$0.035 per minute |
|
Interstate long distance |
$0.035 per minute |
|
Calls to Canada |
$0.035 per minute |
|
International long distance (not including Canada) |
varies |
|
|
|
|
Switched Access: |
|
|
Intrastate long distance |
$0.045 per minute |
|
Interstate long distance |
$0.045 per minute |
|
Calls to Canada |
$0.07 per minute |
|
International long distance (not including Canada) |
varies |
|
Dedicated Access: |
|
|
Intrastate long distance |
$0.029 per minute |
|
Interstate long distance |
$0.029 per minute |
|
Calls to Canada |
$0.029 per minute |
|
International long distance (not including Canada) |
varies |
Service Forms & Documents
Interactive Voice Response (IVR)
Interactive Voice Response (IVR) systems allow WaTech customers to automate routine functions and use a telephone to get information from a computer database or other data source. IVR can automatically provide answers to frequently asked questions by allowing customers to call a designated phone number, enter an authorization code, and then securely interact with your database to get the information they need. This automated process reduces staff time, reduces operator errors, and enhances customer service.
Features & Benefits
- Agencies can save staff time by automating information on a call-in telephone line.
- Callers get a consistent and accurate message from your organization.
- You can automatically update the information on your IVR line, so callers immediately receive current information about your products and services.
- WaTech has a contractual arrangement with Avaya that allows agencies to develop custom applications at their expense. WaTech assists customers by working with the developer and providing day-to-day support.
- IVR systems are available on a subscription basis to many WaTech Avaya PBX telephone customers.
Pricing
The monthly charge is based upon the number of ports you choose to subscribe to and is determined by how many simultaneous callers you wish to allow.
|
Description |
Fee |
|---|---|
|
Standard IVR applications based on port usage |
$120 per port, per month |
|
Speech recognition application based on port usage |
$240 per port, per month |
Service Forms & Documents
Key Performance Indicators
Reduce number of customers on legacy technology