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MassVoice Solution Overview

Secure Voice Features

Enterprise VoIP and PBX

The MassVoice solution delivers world-class communications features by leveraging the industries leading call-control platforms. Built on enterprise class platforms  from Avaya and Cisco, MassVoice delivers the right experience to the right endpoint.  Subscribers can choose from a myriad of new endpoints/telephones including Video desk phones, SIP and VoIP handsets, and – unlike many cloud solutions –  even digital or analog devices. At the core of MassVoice are the Avaya Communications Manager and Cisco Call Manager enterprise UC platforms.  Voice, video, messaging, mobility, call center and more – all from the best platforms available from the industries top manufacturers and the local service company you can rely on.

Secure Dedicated Network

MassVoice services are available to Commonwealth agencies through MassIT’s MAGNET network. MassIT provides reliable Network Services and support to over 400 Wide Area Network (WAN) locations within MAGNet (Massachusetts Access to Government Networks). MassIT provides agencies with secure network access while protecting the Commonwealth’s assets and resources. For more information on MassIT’s network and security services, please visit MassIT’s website. Municipalities and non-MAGNET MassVoice subscriber services are delivered through a secure, private MPLS network.

Redundancy, Survivability and Business Continuity

MassVoice services are delivered to over forty agencies throughout the Commonwealth and hosted through MassIT’s geographically diverse datacenters. Redundancy is designed throughout the network and, unlike many traditional hosted VoIP services, MassVoice locations can be configured as “survivable.” Our survivability options allow agencies to maintain service in the event of a major network failure. Business continuity is delivered through local, stand-by services that keep your agency up and running in the event of a carrier failure.

No-Charge Onsite Service

MassVoice subscribers receive no-charge Tier I and Tier II support through MassIT, including remote programming and administration. The MassIT team is supported through FTG’s Tier III engineering team and 24/7 Network Operations Center. In addition, unlike traditional hosted providers, onsite services are provided to MassVoice subscribers AT NO CHARGE. Onsite services are provided through the Commonwealth by FTG’s acclaimed field services fleet. No-charge onsite services include common moves, adds, changes and repairs.

Fully Managed by FTG and MassIT

There are many advantages to MassVoice subscribers, including a dedicated team of professionals that provide 24/7 service, maintenance and consultation. From everyday administration to 24/7 monitoring; we’ve got you covered. FTG and MassIT work hand-in-hand to provide subscribers a fully managed service including software changes, onsite service, change management, procurement assistance and more.

Cloud Contact Center Features

Avaya Elite Call Center

Avaya Contact Center Elite is one of the the most widely used contact center solutions worldwide. Avaya contact center solutions, delivered through MassVoice, provide a unified and highly personalized customer experience that builds your brand and fosters long-term loyalty. Avaya Aura® Call Center Elite helps to ensure the right resources are readily available to your customers. Avaya Aura® Call Center Elite is one of the premier contact center solutions available to MassVoice subscribers.

Cisco CUCCX Contact Center

Cisco’s Unified Contact Center Express (Unified CCX), a MassVoice Cloud Contact Center option, provides customer segmentation with state-of-the-art, built-in, interactive voice response capability, and proactive customer service for a superior customer experience with integrated, outbound, call management capabilities. Multichannel capabilities include management of voice, email, web chat, and social media inquiries. Cisco Unified Contact Center Express is another premier contact center solution available to MassVoice subscribers.

Skills Based Routing

Enable your agency to handle all types of customer interactions more efficiently. With intelligent routing and resource selection features, you can determine if customers should be served by the least busy agent, the first available agent, or the agent with skills that best match your customer’s needs.

Supervisor Analytics

Understand and adapt your customer service operations to help ensure an optimal customer experience. Designed for businesses with complex contact-center operations and high call volume, Call Management System (CMS) is a database, administration, and analytical application to help supervisors identify operational issues and take immediate action to solve them.

Historical Reporting

Historical and real-time reporting from CMS helps managers, supervisors, and agents to better understand how customers and constituents are being served. Your customer service organization can analyze customer trends, establish performance benchmarks, and plan staffing levels and customer-service campaigns that align with your business goals.

Cloud Collaboration Features

Audio Conferencing

MassVoice subscribers have access to a number of audio conferencing services including personal Avaya Meet-Me conference bridges, Cisco CM audio conferencing services and, for larger conferences, Cisco’s Webex audio conferencing services. Our team of professionals can help to determine which is the appropriate service for your conferencing needs.

Video Conferencing

MassVoice Webex subscribers have options to include video during online meetings and presentations. Video is supported from a number of devices including room-units, mobile devices and desktop computers equipped with cameras. Partcipants can select full-screen mode to view the active speaker in the main video panel, with other participants’ videos displayed as thumbnails or select the expanded full-screen option to view the active speaker in 720p (HD) resolution.

Desktop, Application and Content Sharing

Not only can MassVoice Webex subscribers host small online meetings with video conferencing and screen sharing, but they also can utilize specialized functionality for webinars, training, or remote technical support. Subscribers can share their computer desktop with participants instantly and even allow remote participants to become presenters and share their screens as well. Share agendas, documents, meeting notes, action items, and recordings before, during, and after the meeting.

Mobile Meetings

Regardless of location, enjoy a rich meeting experience with audio, video, and content sharing. Attend meetings on an iPhone, Android, iPad, Blackberry and other wireless or 3G and 4G mobile phone and tablet devices. Cross-platform support includes Windows, Macintosh, and Linux operating systems.

One-Button-Collaboration

The one-button-to-push feature makes it easier to join a meeting – just a single tap on the video system touch panel device. The user does not need to look at the invitation or enter the device URI. Using Cisco WebEx Productivity Tools, a host can quickly schedule a meeting and distribute a calendar invitation to participants.

Collaborate Securely

All of your WebEx meetings, events, training, and remote support products are protected by a highly reliable and secure network. The Cisco WebEx Cloud is a global, enterprise-scale network designed specifically for highly secure delivery of on-demand applications. It offers a scalable architecture, consistent availability, and multilayer tenant security validated by rigorous independent audits, including SSAE-16 and ISO 27001.

Secure Video Features

Conference Room Solutions

FTG offers MassVoice subscribers a choice of industry leading meeting room units, including Cisco’s TelePresence performance line.  Cisco’s portfolio of integrated video collaboration room systems combines beautiful design and powerful functionality into an all-in-one solution for medium-to-large meeting rooms. These multipurpose systems will transform your meeting room into a video collaboration hub – whether for connecting teams across the globe or for local meetings. The MX700 and MX800 feature dual LED monitors for a people-only or people-and-content experience. The MX800 is also available with a single LED monitor for a peopled-focused solution.

Multi-Manufacturer Support

MassVoice includes Cisco TelePresence VCS to extend face-to-face video collaboration across organizations, and to remote workers and mobile users, by supporting any-to-any video and telepresence communications. This simple and scalable solution works with unified communications and voice-over-IP solutions to provide an optimal user experience, regardless of location or device. Cisco TelePresence Video Communication Server Expressway facilitates secure business-to-business telepresence and video communications.

Video Desk Phones

Cisco Unified IP Phones deliver high-quality, interactive multimedia communications and advanced features in an elegant, ergonomic design that is user – and eco-friendly. Video phones support direct video calls between equipped MassVoice subscribers and will support off-net video calls to suitable recipients.

Video Meetings and Content Sharing

MassVoice subscribers can share content and host meetings from existing room systems, video phones, laptops, and tablets when subscribing to WebEx Meeting Center with Collaboration Meeting Rooms. Share content and apps with remote attendees in real time; pass control to participants so they can share their desktops; co-author presentations and documents, edit Excel spreadsheets with your entire team offering feedback.