CallTower, a provider of enterprise-class managed UC, collaboration and contact center solutions, has expanded capabilities for U.S. federal government customers through the FedRAMP authorized Genesys Cloud platform. The collaboration is intended to enhance CallTower’s ability to serve government agencies with communication tools that align with the goals of the 2021 Executive Order 14058, which seeks to transform federal customer experience and rebuild trust in government.
Genesys Cloud’s FedRAMP authorization empowers agencies supported by CallTower to “deliver seamless, citizen experiences while ensuring the highest levels of security and compliance,” officials said. The AI-powered, unified platform is authorized at the moderate impact level.
CallTower offers CX and CCaaS solutions across North America. The new FedRAMP authorization expands its secure and compliant cloud communications to federal agencies.
“Federal agencies are under increasing pressure to meet citizen expectations for speed, accessibility and empathy,” said William Rubio, chief revenue officer at CallTower. “By combining the FedRAMP authorized Genesys Cloud platform with CallTower’s proven voice and collaboration expertise, we’re helping agencies achieve a new standard of secure, AI-enhanced communication that empowers employees and rebuilds public trust.”
The partnership between CallTower and Genesys is intended to offer around-the-clock, intelligent self-service and AI-driven automation to improve response times and reduce agent burnout; predictive analytics and real-time dashboards; unified voice, video and digital channels for frictionless communication across every interaction; and secure, scalable architecture to ensure compliance with FedRAMP and StateRAMP standards, officials said.
