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2 Dec Virginia Information Technologies Agency (VITA) Awards MicroAutomation A State-Wide Contract to Provide NG911 Products, Services and Support

Posted at 20:10:16h in Public Safety 0 Comments

MicroAutomation’s Omni911 solution has been selected by VITA as part of its state-wide contract vehicle in support of the industry and state’s move to use the advanced 911 capabilities, which are now available through new Next Generation 911 technology for more cost-effective and reliable public safety support.

Centreville, VA - November 30, 2016 - MicroAutomation, a recognized leader in 911 solutions, has been included in the state-wide VITA contract to provide advanced Next Generation 911 products, installation and maintenance for 911 Public Safety Answering Points (PSAPs) and all public bodies in the Commonwealth of Virginia.

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11 Nov MicroAutomation Approved to Provide Virtual Hold Technology's Products on Its GSA Schedule 70

MicroAutomation has expanded its existing strategic partner relationship with Virtual Hold Technology through the addition of their market-leading products on MicroAutomation’s comprehensive suite of contact center products and services available through its GSA Schedule 70.

Centreville, VA – November 8, 2016 – MicroAutomation has been granted approval by the US General Services Administration (GSA) to offer Virtual Hold Technology’s core technologies to qualified buyers through its Schedule 70. The Schedule provides contracting convenience and guaranteed competitive pricing to Federal and State Government buyers and other qualifying research and educational institutions

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12 Sep MicroAutomation Appointed as Gold Partner to Offer Interactive Intelligence Suite of Customer Engagement Solutions

Posted at 21:04:58h in News 0 Comments

MicroAutomation adds Interactive Intelligence’s Customer Interaction Center software, Interactive Communications-As-A-Service access and software, and PureCloud Engagesm to its comprehensive contact center solutions portfolio.

 

Centreville, VA – February 18, 2016 – Interactive Intelligence (ININ) and MicroAutomation signed a Gold Partner agreement enabling MicroAutomation to sell, implement and support their entire suite of premise-based and hosted solutions. Additionally, MicroAutomation developed seamless integration of its OmniEngage proactive customer engagement framework to both the PureCloud and Customer Interaction Center products.

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1 Dec MicroAutomation’s 911 Product Receives Expanded DoD JITC Certification

Posted at 16:09:42h in News 0 Comments

CallCenter Millennium E-911 Version 3.4 now Certified with Windows Server 2012, and Supports NextGen VoIP and Wireless Calls, in Addition to Traditional Landline Calls 

Centreville, VA – January 19, 2016. MicroAutomation, a recognized leader in 911 solutions announced today that the company’s CallCenter Millennium E9-1-1 product has been successfully re-certified by the DoD’s Joint Interoperability Test Command (JITC). JITC, part of the Defense Information Systems Agency (DISA), conducts the highest level of information assurance (IA) and interoperability (IO) testing for systems developed to operate within the DoD. These certifications are generally accepted as the gold standard for all mission critical applications in the public sector.  https://aplits.disa.mil/processAPList.action

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13 Jul MicroAutomation’s OmniEngage Completed its 10 Millionth Cloud-Based Customer Interaction

Posted at 16:54:23h in OmniEngage 0 Comments

December 30, 2015 – Centreville, VA

MicroAutomation achieved a major milestone in successfully delivering hosted contact center solutions to its customers through its OmniEngage platform. 10 million cloud-based customer interactions have been processed to date, and the number keeps growing. This reflects the broad-based adoption of a hosted contact center model as the platform of choice for today’s contact centers.

Today’s consumer-based contact centers must effectively serve 3 somewhat competing pressures: 1) customer experience; 2) agent cost, and; 3) operational expense. MicroAutomation’s OmniEngage suite of solutions addresses all three.

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19 Jan Virtual Hold Technology Appoints MicroAutomation as a Certified Partner and North American Reseller

Posted at 18:52:37h in Virtual Hold Technology 0 Comments

Ubiquitous Callback Technology Now Available Through MicroAutomation’s Suite of Contact Center Solutions and Services

Centreville, VA - December 8, 2015

Virtual Hold Technology (VHT), the market leader and patent holder for intelligent Callback solutions, has formally appointed MicroAutomation as a Certified Partner and Authorized Reseller of their suite of products. MicroAutomation can now offer these products to its customers either on a standalone basis, or as part of a more comprehensive contact center improvement project.

Virtual Hold has become a generic description or eponym for the concept of intelligent call queue management.  Constantly upgraded since its introduction in 1995, the VHT Callback product remains today’s market leader in function, feature and ability to integrate into the work flow of modern contact centers. When effectively integrated into an IVR, an automated callback option can dramatically improve customer experience by managing their expectation for service, and putting some control back into their hands.

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12 Dec MicroAutomation Expands Omni911 to Include Fully Integrated Mapped ALI Display

Posted at 16:23:35h in Next Generation 9-1-1 Solutions 0 Comments

November 23, 2015 – Centreville, VA

MicroAutomation announces the release of Omni911 v3.5 supporting an affordable, browser-based map display of each 911 call. This Next Generation 911 solution ensures each emergency caller’s location, whether arriving via wireline, wireless, or text-to-911 is automatically displayed and centered on a GIS Map using Automatic Location Identification (ALI) or Location-based services (LBS) data. Omni911 is purpose-built to support the emerging standards from the National Emergency Numbers Association (NENA) for next generation, IP-based 911 systems. This current release builds upon its core message handling capability, including traditional voice, text-to-911, and video/image-to-911.

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14 Feb MicroAutomation Announces OmniEngage Cloud Solution

Posted at 17:54:33h in News 0 Comments

MicroAutomation Announces OmniEngage - Next Generation Cloud Solution for Customer Service

OmniEngage combines MicroAutomation's team of Mavens, MicroMessenger self-service framework with the Aspect Zipwire cloud contact center technology

CENTREVILLE, VA - May 21, 2015 -- MicroAutomation announced today the launch of OmniEngage, the next generation cloud service for customer service. Today's consumer-based contact centers must effectively serve 3 somewhat competing pressures: (1) customer experience, (2) agent cost, and (3) operational expense. MicroAutomation’s OmniEngage suite of solutions addresses all three.

OmniEngage brings together MicroAutomation's widely recognized MicroMessenger interactive customer engagement products with the Aspect Zipwire contact center solution – all on a reliable and secure cloud platform. Companies can reduce their customer's effort to resolve their issue with them through proactive and interactive engagement, intuitive IVR self-service, and full multi-channel interactions. Agent effectiveness and efficiency are dramatically improved through market-leading Work Force Optimization (WFO) processes, intelligent call routing, and CRM integration. Operational economies are found from a scalable hosted application model which shifts traditional capital expenditures to a usage-based operational model.

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19 Jan MicroAutomation Expands Sales and Solutions Team

Posted at 20:26:54h in News 0 Comments

Kit Butler and John DeBrocke join MicroAutomation to grow Health and Utility practices

 
December 26, 2014 – Centreville, VA

MicroAutomation, after posting another record year and enjoying an exciting market adoption of their core products and solutions, has announced the expansion of its sales and customer solutions team with the appointment of two seasoned professionals – Christopher (‘Kit’) Butler and John DeBrocke.

Kit brings 30 years of healthcare experience selling both IT and clinical solutions.  He has worked with companies such as McKesson, SIS, and Philips Medical Systems developing clinical and information systems that impact patient care, compliance, reduce cost, increase revenue, and improve productivity.  He is a frequent presenter at various healthcare industry events and an active member of industry leadership associations.

John has been selling and supporting contact center solutions for over 20 years to companies in a variety of industries, with a particular emphasis on utilities and field service organizations.  He brings deep product and sales experience previous work with Enghouse Interactive (Syntellect and Cosmocom), Convergent, and others.

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1 Dec 911 Industry Experts Come Together to Test Next Generation Systems

Posted at 17:02:45h in News 0 Comments

Industry Collaboration Events (ICE) hosted by NENA: the 911 Association

 
November 17, 2014 – Centreville, VA

Beginning November 9 in Wheaton, Illinois, Next Generation 911 (NG911) experts and vendors participated in the latest in a series of Industry Collaboration Events (ICE) hosted by NENA: The 911 Association. The interactive event focused on the testing of end-to-end NG911 system functionality, interaction between vendor elements, and interoperability.

In order to ensure the introduction of NG911 goes smoothly, it is imperative that vendors work together. Through the ICE program, NENA provides these stakeholders with a venue for collaboration that can facilitate the building of reliable, secure, interoperable networks and NG911 services.

"I am thrilled to see so many of our 911 industry partners working together at this event for the benefit of public safety," said NENA President Christy Williams, ENP. "I appreciate the time, talent, and energy committed by all for this important endeavor."

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