CallTower is significantly enhancing its offerings for U.S. federal government customers by expanding its capabilities through the FedRAMP Authorized Genesys Cloud platform. This collaboration aims to provide government agencies with secure, modern, and scalable communication tools. Such tools are in line with Executive Order 14058, which seeks to overhaul federal customer experiences and build public trust.
The FedRAMP authorization for the Genesys Cloud platform is a pivotal development. It allows agencies supported by CallTower to offer seamless experiences while maintaining high security and compliance standards. Operating at the moderate impact level, the platform leverages AI to unify communication, thereby boosting citizen satisfaction, workforce productivity, and operational efficiency.
A longstanding partner of Genesys, CallTower is renowned for delivering CX and CCaaS solutions across North America. This new authorization strengthens their partnership, extending secure and compliant cloud communications to federal clients and marking a new era in AI-enhanced citizen engagement. “Federal agencies are under increasing pressure to meet citizen expectations for speed, accessibility, and empathy,” said William Rubio, Chief Revenue Officer at CallTower.
The combined offerings of CallTower and Genesys align with federal objectives to modernize engagement with constituents. Benefits include 24/7 intelligent self-service and AI-powered automation to reduce response times and agent fatigue. The partnership also facilitates predictive analytics and real-time dashboards to enhance decision-making processes.
Additionally, unified voice, video, and digital channels ensure frictionless communication for every interaction. The platform’s secure and scalable design ensures compliance with FedRAMP and StateRAMP standards. As a result, constituents can communicate through preferred channels in a safe, efficient, and empathetic manner.
In an era where digital transformation is pivotal, CallTower continues to be a leader in global communications. Since its inception in 2002, CallTower has empowered businesses through innovative cloud communications and collaboration solutions. The recent acquisition of North American contact center expert Inoria further amplifies its capabilities in the CCaaS and CX landscape.
CallTower’s commitment to integrating advanced technologies like Microsoft Teams Operator Connect and AI-powered contact center solutions elevates operational efficiency. The company continues to shape how enterprises adapt and thrive in a dynamic digital world. Meanwhile, Genesys remains influential, empowering more than 8,000 organizations globally to enhance customer and employee experiences through its AI-centric Genesys Cloud platform.
