Waterfield Technologies
Procurement partnerAbout
Waterfield Tech is a contact center solutions provider that offers AI-powered customer experience technology, CX consulting, cloud migration, managed services, and workforce optimization for Fortune 500 companies worldwide. The company delivers applied AI tools such as generative AI chatbots and voice self-service, alongside strategic consulting and IT infrastructure support. Founded in 1984, it operates globally with employees in the United States, U.K., Philippines, and India.
Details
VenSearch Intelligence
Ideal Customer
- Waterfield Tech's sweet spot is mid-market to large enterprises with 500+ employees and contact centers ranging from 100 to several thousand agents, particularly Fortune 5000 companies that require high-availability, mission-critical CX environments.
- Their target persona is the 'pragmatic innovator' — an executive seeking the latest AI capabilities but demanding enterprise-grade stability, and they are especially well-suited to organizations in highly regulated sectors such as banking, insurance, healthcare, utilities, and government.
Key Differentiators
- Waterfield Tech positions itself as the 'Expert's Expert' and 'AI Outfitter' in the CX industry — a specialized systems integrator and consultancy that bridges legacy infrastructure and modern AI without leading with a single product or platform, giving it platform-agnostic credibility across Avaya, Genesys, Cisco, Five9, Amazon Connect, and others.
- Its key differentiators include over 40 years of contact center engineering heritage, a proprietary suite of generative AI products (faqGPT, routeGPT, taskGPT, voiceGPT), its Ascend subscription model for frictionless cloud migration, and the Xcelerate managed services accelerator framework.
Industries Served
- Waterfield Tech explicitly serves Financial Services, Healthcare, Government (state, local, and federal), Higher Education, and Retail, with additional coverage in Energy/Utilities, Nonprofit, and Media & Entertainment.
- The company has a dedicated Avaya SLED (State, Local, Education) practice and has won Avaya's North America SLED Partner of the Year award.
Service Coverage
- Waterfield Tech is headquartered in Tulsa, Oklahoma, with additional offices in Waltham, Massachusetts (listed as an operational HQ on several platforms), New York, and London.
- The company operates with a global delivery footprint spanning North America, Europe, India, and the Philippines, and its own self-description claims operations across six continents.
Partnerships
- Waterfield Tech holds elite-tier status with multiple major CX platform vendors: it is an Avaya Diamond National Partner (5x Avaya award winner, including Avaya North America SLED Partner of the Year 2023), a Genesys Gold Partner and 2022 Genesys New Partner of the Year, a Twilio Gold Consulting and Technology Partner, a Calabrio Platinum Partner (five years running), a Verint Platinum Partner (nearly a decade), and an Alvaria Platinum Partner (nine years).
- Additional technology partnerships include Amazon Connect (AWS Marketplace listed), Cisco, Five9, Parloa (since 2024), and IntelePeer (announced September 2025).
Company Size & Ownership
- Waterfield Tech was founded in 1984 and has approximately 262–310 employees across sources as of 2025–2026, with LinkedIn listing 501–1,000 and PitchBook citing approximately 288.
- Estimated annual revenue figures vary by source, with Getlatka estimating $61.8M ARR (2023) and ZoomInfo/Datanyze estimating approximately $78.7M; the company has raised $36M in private debt financing.
Compliance & Certifications
- Waterfield Tech supports environments requiring PCI-DSS, HIPAA, and SOC 2 compliance, and implements enterprise-grade security controls including AES-256 encryption for data at rest, TLS 1.2+ for data in transit, SSO, MFA, secure IVR payment processing (DTMF clamping), and geo-redundant architecture for 99.99%+ availability.
- The company offers a dedicated PCI Compliance service as part of its contact center portfolio to protect payments and sensitive transactions within the contact center.
Compiled from public sources by VenSearch · Last researched October 14, 2026
Offerings
21 offeringsAI Strategy Workshop
A free 90-minute Applied AI Strategy Session conducted via videoconference that helps organizations build an actionable AI plan including ROI projections customized to their specific needs. The session guides participants to recognize what is driving their AI vision, identify where conversational and generative AI can have the most impact, understand required skills and resources, and build an Applied AI action plan. No preparation is required before the session.
Analytics & Reporting
Waterfield Tech's Analytics and Reporting service enables organizations to monitor and respond to performance across their contact center in real-time. It is listed as a distinct contact center capability within the complete contact center solutions portfolio.
Applied AI
Waterfield Tech's Applied AI practice positions the company as an AI outfitter that helps organizations identify, plan, and implement AI solutions for customer experience roles. The team helps clients demystify AI, maximize CX investments, and access a suite of tools for measuring, managing, and optimizing AI deployments. It encompasses a portfolio of AI products including faqGPT, routeGPT, taskGPT, and voiceGPT.
Ascend
Ascend is a subscription service that combines the client's choice of CCaaS platform with a CX service layer under one flat-rate subscription to lower cloud migration costs and deliver long-term value adoption. It is designed to replace long project timelines, fixed scope, and heavy upfront costs with a frictionless transition to the cloud that delivers a faster time to value. Ascend is positioned as a flexible, ongoing subscription model for contact center cloud migration.
Authentication Services
Waterfield Tech's Authentication Services securely identify and authenticate customers using multi-factor authentication within the contact center environment. It is listed as a distinct contact center capability within the complete contact center solutions portfolio.
Cloud Migration
Waterfield Tech's Cloud Migration service helps contact centers accelerate their move to cloud CCaaS platforms by cutting costs and building a flexible roadmap aligned to business objectives. It is described as a service that helps accelerate value and is offered as part of the CX Modernization solution portfolio.
Consulting Services
Waterfield Tech's contact center consulting services help organizations assess their customer experience maturity, map customer journeys, develop digital strategy, design experiences, and create strategic roadmaps for CX improvement. Specific engagements include Journey Mapping, Maturity Assessment and Audit, Digital Strategy and Enablement, Experience Design, Impact Analysis, Strategic Planning, Discovery Assessment, and Discovery Workshop. The Impact Analysis engagement applies quantitative financial value to customer experience to support data-driven decision making.
Customer Experience Design
Waterfield Tech's Customer Experience Design service enhances the quality of every customer interaction by designing the experience as an extension of the client's brand. It is listed as a distinct contact center capability within the complete contact center solutions portfolio.
Digital Workspaces
Digital Workspaces is listed as an Innovative IT solution offering under Waterfield Tech's portfolio designed to support customer experience teams. It appears in the navigation and solutions listings as a distinct service alongside Network and Security and Xcelerate Managed Services.
faqGPT
faqGPT is a fully hosted, managed, and secure generative AI chatbot solution that answers customer questions using information from the client's website, knowledgebase, and subject matter experts. It includes dedicated AI expert engagement, monthly updates to the question and answer model, real-time monitoring with 24/7 support, and ongoing advisory and management services under a single-bill predictable pricing model. The solution can be deployed in approximately four weeks with no upfront fee.
IVR & Self-service
Waterfield Tech's IVR and Self-service offering reduces the cost of service by deploying inbound applications that allow customers to help themselves without agent interaction. It is listed as a distinct contact center capability within the complete contact center solutions portfolio.
Managed Services
Waterfield Tech's Managed Services offering keeps contact center technology investments operational while rapidly adapting to changing business needs. It is described as a service that monitors and maintains systems and is included under the Innovative IT solution category branded as Xcelerate Managed Services.
Network and Security
Network and Security is listed as an Innovative IT solution offering under Waterfield Tech's portfolio focused on building secure and adaptable infrastructure foundations. It appears in the navigation and solutions listings as a distinct service alongside Digital Workspaces and Xcelerate Managed Services.
Omnichannel Contact Center
Waterfield Tech's Omnichannel Contact Center solution maintains consistency and creates an optimized experience for both customers and agents across all communication channels. It is listed as a distinct contact center capability within the complete contact center solutions portfolio.
PCI Compliance
Waterfield Tech's PCI Compliance service protects payments and other sensitive transactions through PCI compliance implementation within the contact center. It is listed as a distinct contact center capability within the complete contact center solutions portfolio.
Professional Services
Waterfield Tech's Professional Services offering provides contact center technology staffing and talent augmentation, supplying specialized roles such as business analysts, project managers, natural language and VUI designers, application developers, system architects, quality assurance professionals, and AI integration specialists. The service offers a client-centric model with dedicated teams, cross-platform skill-specific talent, national remote and on-site coverage, and multi-month to multi-year contract durations. It also includes services to improve existing staff and processes such as context gathering, analysis and tuning recommendations, and grammar development for speech recognition IVRs.
routeGPT
routeGPT is a fully hosted, managed, and secure AI-driven call routing solution powered by generative AI that is trained on real call recordings to route callers to the right agent or automation. It combines conversational and generative AI tools to deliver a human-like user experience while generating data to improve containment and automation. Pricing is single-bill and predictable with no setup fee, and includes 24/7 monitoring, monthly NLU model updates, and ongoing advisory services.
Systems Integration
Waterfield Tech's Systems Integration service synchronizes the components a business relies on across brand and platform, facilitating different systems talking to each other across data silos. It is listed as a distinct contact center capability within the complete contact center solutions portfolio.
taskGPT
taskGPT is a generative AI-powered chatbot that can complete transactional self-service tasks such as rescheduling appointments, completing orders, and tracking refunds without requiring agent interaction. It leverages GPT-4 technology combined with a proprietary design and development framework to handle complex, goal-oriented dialogs and can be deployed on any website in approximately four weeks. Pricing is single-bill with monthly updates, 24/7 monitoring, and ongoing management services included.
voiceGPT
voiceGPT is a generative AI voice self-service solution that integrates AI technologies including large language models like LLaMA2 and Mixtral, state-of-the-art speech-to-text, and AI voice synthesis to deliver human-like conversational self-service over voice channels. It features full duplex audio streaming and a low-latency voice platform framework to enable natural, conversational interactions for complex, goal-oriented dialogs. The solution integrates directly with existing contact center platforms and can be deployed in weeks with a 12-month minimum commitment.
Workforce Optimization
Waterfield Tech's Workforce Optimization service enhances and improves all aspects of contact center operations and agent performance. It is listed as a distinct offering under the CX Modernization solution category aimed at improving efficiency and effectiveness across contact center operations.
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