EMERGING TECHNOLOGY, GOVERNMENT BUSINESS
TTEC | September 23, 2022
TTEC Government Solutions LLC, a subsidiary of TTEC Holdings Inc. (NASDAQ:TTEC), a leading global customer experience (CX) technology and services innovator for end-to-end digital CX solutions, has been awarded a broad contract to manage operations for the Customer Contact Center (CCC) of some of the largest tolling authorities in the New York-New Jersey area.
Agencies that comprise the contracting authorities include New York State Thruway Authority (NYSTA) and The Port Authority of New York and New Jersey (PANYNJ). Under the terms of the contract, TTEC will also provide services for the New York State Bridge Authority (NYSBA), the Buffalo Fort Erie Public Bridge Authority (operator of the Peace Bridge), and the Thousand Island Bridge Authority (TIBA).
TTEC began work with the CCC this summer on the implementation phase. Design, development, testing, and commissioning is expected to be completed in 2023 with an anticipated go-live date of January 2024. The contracting authorities oversee the largest tolling operation in the United States.
"TTEC appreciates the faith that the tolling authorities have placed in us to deliver exceptional service to all the New York agencies and motorists who depend on the E-ZPass transportation network, We look forward to working with the agencies and their technology partners to apply our many years of experience in electronic tolling environments to enhance customer care operations for the authorities."
-Anna Van Buren, senior vice president, TTEC.
With decades of public sector expertise augmented by the recent acquisition of the public sector assets of Faneuil Inc., TTEC will offer a wide range of business processing services, including provisioning of the New York Customer Service Center's (NYCSC) primary and alternate customer contact facilities, integrating and deploying the telephony and Interactive Voice Response (IVR) technical solution, account management, customer contact and case management services, customer satisfaction surveying, interfacing with collections agencies, support for courts and tribunals, and financial management.
The NYCSC was established on behalf of the public authorities that collect tolls from customers through multiple methods, including a transponder-based electronic toll collection (ETC) system known as E-ZPass, and cashless, image-based license plate tolling known as Tolls by Mail.
"Customer service is a top priority for the Thruway Authority. We believe this new contract will offer new technology-based solutions and an improved focus on providing a streamlined and easy-to-use payment system for our customers. We look forward to working with them through the transition and ultimately go-live operations phases to provide our customers with the service and support they deserve."
-Michael Perrotto, acting E-ZPass program manager, NYSTA.
TTEC Holdings, Inc. (NASDAQ:TTEC) is one of the largest global CX (customer experience) technology and services innovators for end-to-end, digital CX solutions. The Company delivers leading CX technology and operational CX orchestration at scale through its proprietary cloud-based CXaaS (Customer Experience as a Service) platform. Serving iconic and disruptive brands, TTEC's outcome-based solutions span the entire enterprise, touch every virtual interaction channel, and improve each step the customer journey. Leveraging next-gen digital and cognitive technology, the Company's Digital business designs, builds, and operates omnichannel contact center technology, conversational messaging, CRM, automation (AI / ML and RPA), and analytics solutions. The Company's Engage business delivers digital customer engagement, customer acquisition & growth, content moderation, fraud prevention, and data annotation solutions. Founded in 1982, the Company's singular obsession with CX excellence has earned it leading client NPS scores across the globe. The Company's nearly 60,000 employees operate on six continents and bring technology and humanity together to deliver happy customers and differentiated business results.
EMERGING TECHNOLOGY, CYBERSECURITY
Open Text Corporation | October 20, 2022
Today, OpenText™ (NASDAQ: OTEX), (TSX: OTEX), a global leader in information management with an extensive security solution portfolio, announced a partnership between OpenText Network Detection & Response (NDR) technology and MAD Security. This joint solution from OpenText and MAD Security will empower customers to cut false positive security alerts significantly and protect sensitive government data against advanced cyber threats.
MAD Security, a managed security service provider (MSSP) that helps contractors and other small and medium sized enterprises detect potential breaches and prevent attackers from disrupting operations or exfiltrating data, knows firsthand that government contractors are a prime target for cyber-attacks, from phishing and social engineering to malware and ransomware. To strengthen its cybersecurity capabilities, MAD Security decided to augment its offering with NDR capabilities. The aim was to continuously monitor and analyze raw enterprise network traffic, creating a baseline of network behavior that would help analysts hunt down emerging threats faster.
"In the past, MAD Security has relied on an anomaly-based intrusion detection system to find indicators of compromise (IOCs). While this approach was effective for analyzing north-south traffic across small networks, it was a challenge to pinpoint IOCs across larger networks with significant volumes of east-west traffic, If we could reduce the time our analysts spent drilling down into the data, we could accelerate our response and improve cost efficiency—ultimately providing a more competitive service. Working with OpenText, we can now detect and correlate events, investigate the data and notify the client in an average of just 6.5 minutes—less than half of SLA."
-Jeremy Conway, CEO at MAD Security.
MAD Security selected OpenText NDR because of the level of visibility it provides. The company can now look beyond individual subsets of endpoint and log data to build up a clear picture of what happened and when during an attack—even if the network traffic is encrypted. MAD Security uses OpenText NDR to make sure remediation efforts are successful, for example, by monitoring for new IOCs during its cleanup effort to detect whether the attacker is changing tactics or switching to an alternate toolset.
An end-to-end network security platform, OpenText NDR simplifies network threat detection by combining smart packet capture (Smart PCAP) and rich network metadata generation, delivering a clear view of even the most complex networks. With OpenText NDR, MAD Security can gain insights faster than ever through deep packet inspection, behavioral anomaly detection, IOC matching, and AI-powered analytics.
"We are thrilled to be able to count MAD Security among our many incredible customers and are proud to see not just our solutions working for the organization but also be part of its growth and success, By supporting MAD Security with OpenText NDR, we were able to help the company achieve its growth target while keeping its analyst team lean."
-Muhi Majzoub, Executive Vice President and Chief Product Officer at OpenText.
OpenText, The Information Company™, enables organizations to gain insight through market leading information management solutions, powered by OpenText Cloud Editions.
Esker | November 22, 2022
Esker, a global cloud platform and leader in AI-driven process automation solutions for finance and customer service functions, and Quadient, a leader in helping businesses create meaningful customer connections through digital and physical channels, today announced that their years-long collaboration will take on a new dimension by partnering with the French government’s upcoming Partner Dematerialization Platform (PDP).
Quadient and Esker have been working together for more than seven years through their joint subsidiary NCS, a strategic partnership that allows Quadient to leverage Esker's technology expertise for automating and digitizing customer and supplier invoices. The new direction NCS is taking strengthens this collaboration and ensures that businesses of all sizes experience a smooth and secure transition to compliance with upcoming French tax regulations according to the defined timetable, whether invoices are received or transmitted by mail, email in PDF format, portal, EDI or another channel.
The finance law requires that invoices exchanged between VAT taxpayers must be transmitted in a structured data format (UBL, UNCEFACT CII) or hybrid format (Factur-X):
As of July 1, 2024 for all VAT taxable entities receiving invoices
As of July 1, 2024 for large companies issuing invoices
As of January 1, 2025 this applies to medium-sized businesses issuing invoices
As of January 1, 2026 this applies to all micro and small businesses issuing invoices
The PDP, which will be approved by the government, will send and receive electronic invoices between entities while simultaneously transmitting the required invoicing data to the Public Portal (PPF), and electronically reports all necessary transaction data.
“The widespread implementation of electronic invoicing over the next three years is a major challenge for the four million companies in France. As a major player in the electronic document management market for small and medium-sized businesses, we look forward to our continued partnership with Esker, in which we join forces and expertise to offer businesses straightforward and efficient invoicing process automation, The government’s timetable calls for a long and gradual transition, and we know that for many companies, compliance can be a source of anxiety because it brings about profound changes. By offering flexible and adapted solutions, we want to help them anticipate the implementation of new management methods that are connected and automated, so that they are able to meet regulatory deadlines with confidence.”
-Nicolas de Beco, Chief Strategy and Product Officer for Intelligent Document Automation at Quadient.
As members of the National e-Invoice Forum and active participants in workshops organized by the General Administration of Public Finances (DGFiP) and the Agency for Financial Information Technology of the State (AIFE), Esker and Quadient are currently in the process of preparing for the registration process beginning in September 2023, with governmental accreditation expected in accordance to the officially defined timeframes.
In addition to being in compliance with regulatory guidelines, businesses will also be able to take advantage of complementary services, such as centralized management of all workflows, business process automation, complete visibility over and tracking of communications, invoice archiving, processing of associated documents, payment reconciliation and reporting capabilities. These services are facilitated by easy interconnectability with other business solutions and interoperability with other platforms, which enables them to simplify and optimize management processes, accelerate their digital transformation and improve their cash management.
“Esker is proud to support Quadient in this project. As long-standing partners, our two companies have demonstrated their ability to work together to deliver innovative solutions that benefit thousands of businesses in France today, We are committed to helping our customers today and in the future in turning these regulatory developments into opportunity for growth and acceleration of the digital transformation.”
-Emmanuel Olivier, COO at Esker.
Esker is a global cloud platform built to unlock strategic value for finance and customer service professionals, and strengthen collaboration between companies by automating the cash conversion cycle. Esker’s solutions incorporate technologies like Artificial Intelligence (AI) to drive increased productivity, enhanced visibility, reduced fraud risk, and improved collaboration with customers, suppliers and internally. Esker operates in North America, Latin America, Europe and Asia Pacific with global headquarters in Lyon, France, and U.S. headquarters in Madison, Wisconsin.
Quadient is the driving force behind the world’s most meaningful customer experiences. By focusing on three key solution areas, Intelligent Communication Automation, Parcel Locker Solutions and Mail-Related Solutions, Quadient helps simplify the connection between people and what matters. Quadient supports hundreds of thousands of customers worldwide in their quest to create relevant, personalized connections and achieve customer experience excellence. Quadient is listed in compartment B of Euronext Paris (QDT) and is part of the SBF 120®, CAC® Mid 60 and EnterNext® Tech 40 indices.