Accenture

2

Accenture is a leading global professional services company that helps the world’s leading organizations build their digital core, optimize operations, accelerate revenue growth—creating tangible value at speed and scale. We are a talent- and innovation-led company serving clients in more than 120 countries. Passionate about Customer, we combine our strength in technology and leadership in cloud, data and AI with unmatched industry experience, functional expertise and global delivery capability.

Call Center Solutions, Credit/Collections/Bad Debt, Customer Care Operations, Customer Engagement, Customer Information Systems (CIS), Customer Relationship Management (CRM), Customer Self-Service Applications, Demand Side Management (DSM), Enterprise Resource Planning (ERP), Field Service, Mobile Applications, Outage Communications, Revenue Protection, System Integrators

https://www.accenture.com/us-en

heather.delgato@accenture.com

Genesys Cloud Services

3

Genesys Cloud Services, also known as Genesys, is a software company that provides customer experience (CX) and contact center solutions, including both cloud-based and hybrid cloud software. They help organizations create better customer experiences by leveraging cloud, contact center, digital, and AI technologies. They are a global company with over 11,000 customers in over 100 countries. Genesys develops and provides software that helps businesses manage interactions with customers.

Call Center Solutions, Call Management, Cloud Services, Collaboration Tools, Customer Care Operations, Customer Engagement, Customer Self-Service Applications, Gamification, Interactive Voice/Web Response, Work Management

https://www.genesys.com/

Stephen.Fullerton@genesys.com

citibot

13

Citibot is a multi-channel, AI-powered chat system for 311 Centers. Through text message chat, web chat, and social media chat, residents can get their questions answered, make service requests and submit direct communications for escalation. Citibot integrates into the call center CRM systems for seamless data share through the departments served by 311. With Citibot, governments can service more residents while driving down call volume, hold times and abandonment rates.

AI, Building AI Chat Platforms for 311 Customer Service

https://www.citibot.io/

bratton@citibot.io

PingPlotter for Contact Centers

14

PingPlotter for Contact Centers continuously monitors remote agent internet connections, instantly detecting issues so your team can act fast. That means clearer calls, less downtime, and a smoother customer experience. Test new hires’ internet before day one, and manage hundreds of agents with ease using our intuitive dashboard and AI-driven insights. PingPlotter keeps your team connected, productive, and ready for anything.

Analytics, Call Center Solutions, Customer Care Operations, Dashboards, Mobile Workforce Management, Telecommunications, Work Management

https://www.pingplotter.com/contact-center

austie@pingman.com

LanguageLine Solutions

12

LanguageLine Solutions® enables communication in 240 languages, 24/7/365. We’re the global leader in innovative language solutions for omni-channel centers, offering high-quality, secure, integrations to improve CX and streamline workflows. We deliver scalable solutions to professionally serve diverse clients in their preferred language. We also offer video remote interpreting, translation and localization services and language proficiency testing for bilingual staff.

911 Service, Call Center Solutions, Customer Care Operations, Customer Care Provider Outsourcing, Dispatch Solutions, e-Commerce, Employee Communication/Training, Interpretation/Translation/Interpreter Services/

https://www.languageline.com/

rebecca@rmevents.net

Nebulogic Technologies

11

NebuLogic Technologies, an ISO 9001:2015 certified leader, provides digital transformation solutions in service, process, policy, marketing, sales, and social automation. Its products include SMART® City 311, health insurance exchanges, child and family services and substance abuse hotlines. With 200 solutions in the past seven years and 100% success, NebuLogic serves 10,000+ providers and 20M+ citizens. Its SMART® City 311 and health exchanges set industry standards.

Application Integration, Cloud Services, Customer Information Systems (CIS), Customer Relationship Management (CRM), Dashboards, Mobile Applications, Permits and Licensing, Service Queuing, Total Solution Provider (TSP)

https://www.nebulogic.com/

nivas.nallanthi@nebulogic.com

Catalis

6

Catalis delivers fully integrated solutions including CRM/311 for government that streamline workflows, save time and improve public engagement.

Analytics, Application Integration, Call Center Solutions, Customer Engagement, Customer Relationship Management (CRM), Customer Self-Service Applications, Dashboards, Data Management, Mobile Applications, Workflow

https://catalisgov.com/

mike.lebeau@catalisgov.com

Verint

5

Verint helps citizens deliver boundless citizen engagement across federal/national, state, regional and local governments. Our platform helps you reach the right citizens with the right support, efficiently and cost-effectively. Verint also delivers insights from every citizen experience in one unified view, giving you key information to take action that improves service uptake and citizen satisfaction.

Customer Relationship Management (CRM), Customer Web Access, Customer Engagement, Call Center Solutions, Call Recordings, Speech Analytics, Work Management, Auto Attendant, Customer Service, Cloud Platform

https://www.verint.com/

suzanne.dangelo@verint.com

Catalyst Consulting Group

4

Catalyst is a family-owned business specializing in 311 solutions for governments of all sizes, including growing U.S. cities like Kyle, Texas; major metros like Chicago; and Canadian clients like Oakville and Toronto. With an award-winning Salesforce practice and deep roots in custom development, we’ve built and integrated 311 systems with 40+ platforms to deliver elegant, scalable solutions grounded in contact center best practices and service innovation.

Change Management, Consulting, Custom Development, Customer Relationship Management (CRM), Data Migration and Conversion, Geographical Information Systems (GIS), Mobile Applications, Project Management, Web Design/Support

https://www.catconsult.com

jess.talwar@catconsult.com