Emerging Technology, Government Business

New York tolling authorities select TTEC Government Solutions to provide enhanced customer contact solutions across tri-state area

New York tolling News
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.

About TTEC:
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.

Spotlight

Spotlight

Related News

Infrastructure

Verizon delivers 5G to U.S. Army Garrison Hawaii via “Dragon Tower”

GlobeNewswire | January 08, 2024

Verizon today announced it is providing 5G coverage to the U.S. Army Garrison Hawaii’s Helemano Military Reservation (HMR) via a newly constructed cell tower, nicknamed the “Dragon Tower,” as part of a $1 million project. Military families, personnel and visitors at HMR will experience improved wireless coverage and enhanced network services. “The main purpose of our partnership with Helemano is to improve quality of life for base personnel,” said Marta Lacroix, associate vice president of network engineering. “The strength of the Verizon network will help ensure that those serving our country have continuous access to emergency services and can readily connect with their loved ones.” Located approximately five miles north of the town of Wahiawa, HMR offers military housing for approximately 2,000 service members and families stationed at Schofield Barracks and Wheeler Army Airfield. HMR is a remote location that has historically struggled with connectivity. The new cell tower and accompanying 5G coverage aims to redress that precedent. "As professionals in the field of communication, we understand the significance of this cell phone tower in our close-knit community,” said 307th Expeditionary Signal Battalion – Enhanced Commander Lt. Col. Izabella Lundy. “This infrastructure will provide our soldiers and their families with reliable access to emergency services, facilitate communication with loved ones, and support the seamless conduct of daily business.” The tower is located on the grounds of the Army and Air Force Exchange Service’s (Exchange) HMR Express store in the center of the reservation and is nicknamed “Dragon” for the 307th ESB-E, which is headquartered on HMR. The military community and Exchange celebrated the milestone with a ceremony attended by Brig. Gen. Kevin Meisler, 311th Signal Command (Theater) commanding general; Command Chief Warrant Officer Robert Christian, 311th Signal Command (Theater); Command Sgt. Maj. Jonathan DeHart, 311th Signal Command (Theater); Col. Andrew Brokhoff, 516th Signal Brigade commander; Command Sgt. Maj. Dominique Davis, 516th Signal Brigade; Lt. Col. Izabella Lundy, 307th ESB-E commander; Chief Warrant Officer 2 Nathaniel Floyd, Jr., 307th ESB-E data operations warrant officer; and Command Sgt. Maj. Mahoma Tello, 307th ESB-E. Joining from the Exchange were Col. Jason Beck, Pacific Region commander; Sgt. Maj. Generose Green, Pacific Region senior enlisted advisor; Michael Ryan, Hawaii Consolidated general manager; and William Earls, connectivity telecom program specialist. The Dragon tower is one of 13 new or in-progress cell towers from the Exchange to bring expanded connectivity and reliability to military communities throughout USAG Hawaii.

Read More

Government Business, Cybersecurity

Synack earns FedRAMP Moderate Authorized status to extend leadership in public sector security testing

PR Newswire | January 04, 2024

Synack has achieved the Moderate "Authorized" designation from the U.S. Federal Risk and Authorization Management Program (FedRAMP), demonstrating Synack's premier security testing platform meets the cloud compliance framework's rigorous requirements at the Moderate level. The milestone approval means additional U.S. agencies can deploy Synack's best-in-class penetration testing and vulnerability management solutions – even in systems that process Controlled Unclassified Information and other official or sensitive data. "This achievement is a gamechanger for our federal clients," said Dr. Mark Kuhr, Synack CTO and co-founder. "It also sends a clear message to all our customers: You can trust Synack to keep your data secure as we deliver pentesting of the highest caliber." The Government Accountability Office has warned that "malicious actors are becoming more willing and capable of carrying out cyberattacks" on federal targets, with the potential to seriously harm national security. FedRAMP is a cornerstone of the U.S. government's efforts to realize that vision and combat threats as agencies continue to shift critical data to the cloud. Additionally, White House requirements such as Memorandum 22-09 require agencies to adopt a zero trust architecture strategy by September 2024. Operating dedicated application security testing programs is a critical component of a zero trust strategy, and Synack proudly empowers agencies to conduct such services in a FedRAMP Moderate Authorized environment. "This FedRAMP designation clears the way for Synack's premier security testing platform to protect more government systems," said Synack vice president for public sector Catherine Bowen. "We are doubling down on our goal to improve the security posture of agencies and companies handling mission-critical government applications, internally and externally." To qualify as Moderate Authorized from FedRAMP, Synack successfully enforced 325 security controls and underwent extensive third-party vetting of its security infrastructure. Achieving full authorization reflects Synack's ongoing commitment to making the world more secure by providing on-demand access to the Synack security testing platform and the 1,500-plus vetted security researchers who make up the global Synack Red Team. The U.S. Department of Health and Human Services (HHS) sponsored Synack's successful bid for FedRAMP authorization. Today's announcement builds on Synack's FedRAMP Moderate "In Process" designation achieved in 2022, when Synack was first listed on the FedRAMP marketplace. Synack has worked with HHS and dozens of other federal agencies to test internal assets and elevate their security postures. The company participated in the Defense Department's inaugural "Hack the Pentagon" program in 2016, helping find and fix high-impact vulnerabilities in a range of military networks. DoD would go on to host a follow-up initiative featuring Synack, aimed at normalizing a trusted, crowdsourced approach to security testing. ABOUT SYNACK: Synack's premier on-demand security testing platform harnesses a talented, vetted community of security researchers and smart technology to deliver continuous penetration testing and vulnerability management, with actionable results. We are committed to making the world more secure by closing the cybersecurity skills gap, giving organizations on-demand access to the most trusted security researchers in the world. Headquartered in Silicon Valley with regional teams around the world, Synack protects federal agencies and a growing list of Global 2000 customers, uncovering over 13,000 vulnerabilities for clients in 2023 alone.

Read More

Government Business

Chertoff Capital advises Illuminate Operations, Inc. on the sale of its subsidiary, Cyberspace Solutions, LLC

GlobeNewswire | January 09, 2024

On Monday January 8th, Godspeed Capital Management LP (“Godspeed”), a lower middle market Defense & Government services, solutions, and technology-focused private equity firm, announced the acquisition of Cyberspace Solutions, LLC (“CSS” or “the Company”), a provider of all-source intelligence gathering, analysis, and systems development solutions for national security missions, by its intelligence, AI/ML, and Data Analytics platform, Crimson Phoenix. CSS was formerly owned by Illuminate Operations, Inc. Chertoff Capital, LLC, the investment banking subsidiary of The Chertoff Group, served as the exclusive investment banking advisor to Illuminate Operations, Inc. TRANSACTION DETAILS CSS is a provider of all-source intelligence gathering, analysis, and systems development solutions, including data and analytical support services for the Intelligence Community and U.S. Special Operations Command. CSS combines decades of intelligence expertise to deliver actionable insights that enable its national security customers to make fast and informed decisions. The Company now joins with Crimson Phoenix to support its intelligence strategy and national security objectives. Jason Kaufman, Chertoff Capital president said, “CSS is a trusted provider of all-source intelligence data and analytical support services for national security missions. The acquisition of CSS by Crimson Phoenix not only optimizes portfolio value for our client but also propels the Company towards a future marked by innovation and market leadership. We are pleased to have served as the trusted advisor to Illuminate and look forward to Crimson Phoenix’s future success.” Ryan Hoffman, Chertoff Capital principal said, “CSS aligns perfectly with Crimson Phoenix’s national security objectives. It brings a talented workforce and coveted customer relationships to the platform. This transaction reflects our dedication to delivering strategic value for mission-oriented companies. We are thrilled to have advised Illuminate on the sale and are excited for Crimson Phoenix’s promising future.” Tameika Hollis, CEO of Illuminate Operations, Inc., said, “Chertoff Capital provided excellent advice throughout the entire transaction process. They were instrumental in crafting a clear description of the value proposition of the business being divested, identifying the relevant set of potential suitors, soliciting interest, shepherding the process of selecting the acquirer, navigating the challenges of bringing the transaction to a successful conclusion, and ultimately finding a great new home for the business. We appreciate their hard work and wise insights.” About Chertoff Capital Chertoff Capital is the investment banking subsidiary of The Chertoff Group, a specialized advisory firm that helps organizations achieve their business and security objectives in a complex risk environment. As an industry leading investment bank serving high growth, mission-focused companies in the defense technology, government services and cybersecurity markets, Chertoff Capital provides clients with a highly differentiated advisory offering that brings together transaction expertise and unparalleled business strategy insights. Chertoff Capital professionals have advised on well over 100 transactions over the last 20 years. Chertoff Capital is an SEC registered broker dealer and a member of FINRA. About Cyberspace Solutions Cyberspace Solutions, LLC, is a leading provider of all-source intelligence, gathering, analysis, and systems development solutions for Intelligence Community, Defense, and Law Enforcement customers. CSS customizes solutions and provide actionable intelligence for targeting and other vital mission priorities. About Crimson Phoenix Crimson Phoenix is a leading digital, data, and intelligence analysis and solutions platform designed to support the critical mission requirements of the U.S. Intelligence Community and U.S. Special Operations Command. Headquartered in the DC/Virginia area, Crimson Phoenix offers a differentiated suite of mission-critical capabilities and solutions in artificial intelligence & machine learning, cybersecurity, digital and data enablement, software development, and intelligence targeting and analysis. About Godspeed Capital Management Godspeed Capital is a lower middle-market defense & government services, solutions, and technology focused private equity firm investing alongside forward-thinking management teams that seek an experienced and innovative investment partner with unique sector expertise, operational insight, and flexible capital for growth. While a typical investment will involve companies generating approximately $3 million to $30 million of EBITDA, Godspeed Capital has significant support to complete larger transactions through strategic co-invest relationships. The firm focuses on control buyouts, buy-and-builds, corporate carve-outs, and special situations.

Read More