Waterfield Tech
Waterfield Tech is a Tulsa-based customer engagement and contact center technology firm serving Fortune 500 enterprises and mid-market organizations across financial services, healthcare, government, and retail, delivering AI, cloud migration, and managed services through deep partnerships with Cisco, Genesys, Avaya, Five9, and Twilio.
- Company typePrivate
- Founded1984
- HeadquartersTulsa, United States
- Headcount251–500
- GTM typeB2B
- OfferingSoftware
What Waterfield Tech does
Waterfield Tech is a privately held customer engagement and contact-center technology firm headquartered in Tulsa, Oklahoma, founded in 1984 and operating under the corporate umbrella of The Waterfield Group. It serves Fortune 500 enterprises and mid-market organizations across financial services, healthcare, government, higher education, and retail, with an installed base reportedly exceeding 2,000 customers following the February 2023 acquisition of Dice Communications. Core offerings span contact-center modernization, cloud migration, workforce engagement management, and applied AI for customer experience, delivered through professional services, managed services, and recurring subscription contracts.
The company's product portfolio is anchored by an Applied AI suite of five generative-AI tools — faqGPT, routeGPT, taskGPT, voiceGPT, and analyzeGPT — built on OpenAI's GPT-4 and open-source models such as LLaMA2 and Mixtral fine-tuned on customer data, with multimodal coverage across voice, text, and video. Complementary platforms include Ascend, a cloud-migration subscription product, and Xcelerate, an accelerator for Twilio Flex deployments. Revenue mechanics combine project-based professional services (implementation, integration, consulting), recurring managed-services contracts, and subscription licenses for the proprietary AI and cloud products, with the product mix tilting progressively toward subscription.
Waterfield Tech maintains integration partnerships across the dominant contact-center platforms — Cisco, Genesys, Avaya, Five9, and Twilio at the core tier, with secondary alliances to Calabrio, Verint, and Alvaria — and operates internationally with delivery presence in the United Kingdom, the Philippines, and India. The company has executed five acquisitions since 2018 (Digital DataVoice in December 2018, Forty 7 Ronin in April 2020, VoxGen and Speech-Soft Solutions in January 2022, and Dice Communications in February 2023), pursuing a roll-up strategy that has added conversational AI capability, Cisco integration depth, and customer-base scale.
Waterfield Tech firmographics
Firmographics- Name
- Waterfield Tech
- Legal name
- Waterfield Tech
- Website
- https://waterfieldtech.com
- Company type
- Private
- Founded year
- 1984
- Operating status
- Operating
- Headcount range
- 251–500 employees
- Short description
- Waterfield Tech is a Tulsa-based customer engagement and contact center technology firm serving Fortune 500 enterprises and mid-market organizations across financial services, healthcare, government, and retail, delivering AI, cloud migration, and managed services through deep partnerships with Cisco, Genesys, Avaya, Five9, and Twilio.
- Ownership category
- akta.pro rank
Waterfield Tech industry classification
Industry- Product category
- Contact Center Software and Customer Engagement Platform
- NAICS
- Computer Systems Design and Related Services (54151), Computing Infrastructure Providers, Data Processing, Web Hosting, and Related Services (518)
- SIC
- Services-Computer Programming, Data Processing, Etc. (7370)
- akta.pro primary industry
- Contact Center Speech AI (agent assist, IVR automation) (HDAAAFAL)
- akta.pro secondary industries
- Conversational AI Platforms (chat/voice bots, orchestration) (HDAAAFAC), Audio & Speech Analytics (call analytics, QA, insights) (HDAAAFAH), AI/ML Engineering & Model Development Services (BPAEAHAF)
Keywords
Where Waterfield Tech is headquartered
LocationHeadquarters
- HQ city
- Tulsa
- HQ country
- United States
- HQ region
- North America
Offices2 records
Markets served
Waterfield Tech business model
Business model- GTM type
- B2B
- Offering type
- Software
- Cost components
- Personnel, Technology or R&D, Operations, Marketing or Sales, Infrastructure
Revenue model
- Cloud Migration Services (Ascend): Flat-rate subscription service combining CCaaS platform choice with CX service layer for cloud migration. Provides predictable pricing with one consolidated bill.
- Professional Services: Technical consulting and implementation services including business analysis, project management, application development, AI integration, and quality assurance. Staffing augmentation with cross-platform talent.
- Managed Services: Ongoing management and support of contact center infrastructure including 24/7 support desk, proactive monitoring, and optimization support. Available for on-premise, cloud, or hybrid deployments.
- Consulting Services: CX consulting including journey mapping, maturity assessment, digital strategy, experience design, impact analysis, and strategic planning. Discovery assessments and workshops as engagement entry points.
- AI Solutions (faqGPT, routeGPT, taskGPT, voiceGPT): Single-bill, predictable pricing for AI chatbot and voice solutions with no upfront fee. Includes continuous optimization, monthly updates, 24/7 monitoring, and ongoing advisory services.
Pricing tiers
| Model | Billing | Price |
|---|---|---|
| Subscription | Monthly | Ascend Cloud Migration - Flat-rate subscription |
| Subscription | Monthly | faqGPT - No upfront fee, predictable pricing |
| Subscription | Monthly | routeGPT - No setup fee, predictable pricing |
| Subscription | Monthly | taskGPT - Single-bill, predictable pricing |
| Subscription | Monthly | voiceGPT - Predictable pricing with no long-term obligation |
| Freemium | Pay-as-you-go | AI Strategy Workshop - Free 90-minute session |
Go-to-market motion3 records
Distribution channels4 records
Marketing channels7 records
Waterfield Tech product offering
Product offeringCore offering
Waterfield Tech is an "AI outfitter" providing customer engagement and contact center solutions as a platform-plus-services architecture. Its proprietary Applied AI suite (faqGPT, routeGPT, taskGPT, voiceGPT, analyzeGPT) delivers generative AI chatbots, voice self-service, and conversational analytics, complemented by Ascend (CCaaS cloud migration subscription), Xcelerate (Twilio Flex acceleration), and a full services portfolio including consulting, professional services, managed services, and workforce optimization for enterprise customers.
Product overview
Waterfield Tech is an AI outfitter providing comprehensive customer experience solutions as a platform-plus-services architecture. The core Applied AI suite includes faqGPT (generative AI chatbot for FAQ answering), routeGPT (AI-driven call routing), taskGPT (transactional self-service chatbot), and voiceGPT (voice self-service with multimodal AI). These AI products are complemented by Ascend (CCaaS cloud migration subscription) and Xcelerate (Twilio Flex acceleration toolkit). Professional services include consulting, professional services, cloud migration, workforce optimization, managed services, and impact analysis. The portfolio spans AI strategy through implementation, optimization, and ongoing managed support across contact center operations.
Differentiator
Problem solved
Functional benefit
Brands
- Xcelerate: Contact center platform built on Twilio Flex for rapid deployment with prebuilt features and integrations
- Ascend
- Applied AI
- faqGPT
- routeGPT
- taskGPT
- voiceGPT
- Dice Communications
- Signature Support
Products and services
- Applied AI Comprehensive AI outfitter service providing AI solutions including strategy, implementation, and optimization for enterprise customer experience operations.
- faqGPT Generative AI chatbot solution that answers customer questions using content from websites, knowledgebases, and subject matter experts. Deployable in approximately four weeks with continuous optimization, monthly Q&A model updates, and 24/7 monitoring.
- routeGPT AI-driven call routing solution powered by generative AI and NLU front-end trained on real customer call recordings. Routes callers to the right agent or automation with demonstrated results including 200% self-service engagement increase and 15% reduction in call length.
- taskGPT Generative AI-powered chatbot leveraging ChatGPT/GPT4 technology combined with a goal-oriented dialog framework to complete transactional tasks such as order completion, appointment rescheduling, and refund tracking without agent interaction.
- voiceGPT Voice self-service technology integrating GPT4o-style multimodal AI, LLaMA2, and Mixtral language models for human-like voice-bot experiences. Features speech-to-text, voice synthesis, and low-latency voice platform.
- AI Strategy Workshop 90-minute complimentary workshop that helps businesses understand AI possibilities specific to their needs and build actionable plans including ROI projections.
- Ascend Cloud migration subscription combining CCaaS platform choice with a CX service layer in one flat-rate subscription. Delivers $175k average upfront cost savings and 60% reduction in migration deployment time.
- Xcelerate Pre-built feature set and integration accelerant for Twilio Flex contact center platform providing agent and supervisor tools, omnichannel integration, CRM integrations, and customizable dashboards for rapid Twilio Flex deployment.
- Consulting Services Contact center consulting engagements covering journey mapping, maturity assessment, digital strategy, experience design, impact analysis, and strategic planning.
- Professional Services Contact center technology talent services including business analysis, project management, VUI design, infrastructure setup, application development, UX design, QA, and AI integration for remote and on-site deployments.
- Managed Services Flexible managed services for on-premise, cloud, or hybrid environments. Includes Signature Support with 24/7 support desk, proactive monitoring, optimization support, and dedicated Technical Account Manager.
- Workforce Optimization WFO solutions including workforce management, quality management, performance management, desktop analytics, and speech analytics integrated with partner platforms such as Calabrio, Verint, and Alvaria.
- Impact Analysis CX consulting engagement that uncovers financial gains and operational improvements through quantitative analysis. Demonstrated outcome of $2.1MM in financial gains for a healthcare organization by reducing operator-handled calls by 48%.
Quantifiable outcome
- Insurance giant reduced average call duration by 33% with virtual agents
- +8 more outcomes
Companies that use Waterfield Tech
Customer profileNamed customers6 records
Segments5 records
Ideal customer profiles4 records
Waterfield Tech technology and API
TechnologyTechnology focussed Yes
API detail
- Has API
- No
- API docs
- API detail
Core technology
AI maturity
App detail
Integration5 records
AI capability16 records
Feature8 records
Waterfield Tech partnerships and signals
Strategic signalPartnerships
Nine partnerships are on record, tiered core and secondary.
- CiscocoreCisco is a key technology partner for contact center solutions. Waterfield Tech works with Cisco for collaboration and contact center platforms including UC/CC platform upgrades and integrations.
- GenesyscoreGenesys is a key CCaaS platform partner. Waterfield Tech has delivered multiple successful cloud migrations using Genesys Cloud CX, including the Ascend solution.
- AvayacoreAvaya is a key contact center technology partner. Waterfield Tech has field engineers and managed services specifically for Avaya telephony and Contact Center solutions.
- Five9coreFive9 is a key CCaaS platform partner. Waterfield Tech provides Five9 implementations and won the 2025 New Era of CX Awards in partnership with Five9 customers.
- TwiliocoreTwilio Flex is a core platform for the Xcelerate solution. Waterfield Tech provides pre-built features and integrations specifically designed for Twilio Flex contact center platform.
- CalabriosecondaryCalabrio is a workforce optimization partner providing WFO solutions integrated with Waterfield Tech's contact center offerings.
- VerintsecondaryVerint is a partner for workforce optimization and customer engagement solutions integrated with Waterfield Tech's contact center offerings.
- AlvariasecondaryAlvaria is a workforce engagement management partner integrated with Waterfield Tech's contact center solutions.
- Dice CommunicationscoreAcquired Dice Communications, an Omaha-based IT and telecommunications company. Expands contact center solutions including networking, security infrastructure, and managed services offerings.
Scale indicators10 records
Recent moves7 records
Expansion highlights5 records
Waterfield Tech competitors and assessment
Company assessmentDirect peers
- Sutherland: Global digital transformation and CX services provider combining consulting, AI, and managed services for enterprise clients. Comparable mix of platform-agnostic delivery, AI services, and Fortune 500 customer base.
- ConvergeOne: Enterprise IT services firm specializing in contact center, collaboration, and cloud transformation across Cisco, Genesys, and Avaya. Closest direct peer given similar vendor-agnostic systems integration model and enterprise customer base.
- Concentrix: Large customer experience and technology services provider with AI design, CCaaS implementation, and managed services. Comparable services-led model targeting similar financial services, healthcare, and government verticals.
- Presidio: Large IT solutions integrator delivering cloud, collaboration, and contact center services to enterprise clients. Comparable in scale, multi-vendor delivery model, and Fortune 500 focus.
- TTEC Holdings: Digital CX and AI services firm combining technology services with customer experience operations. Comparable enterprise go-to-market and growing overlap in applied AI for contact centers.
Others
Broad incumbents
- Five9: Leading cloud CCaaS provider with growing native AI capabilities. Waterfield is a core Five9 implementation partner and won the 2025 New Era of CX Awards with Five9 customers, while Five9 increasingly offers its own AI services that compete with Waterfield's Applied AI suite.
- Verint: Workforce optimization and conversational analytics vendor. Waterfield integrates Verint as a partner today, but Verint's expanding AI analytics and bot capabilities increasingly overlap with Waterfield's analyzeGPT and faqGPT.
- Genesys: Major CCaaS platform vendor offering cloud contact center, workforce optimization, and embedded AI. Waterfield is a Genesys partner delivering Ascend migrations on Genesys Cloud CX, but Genesys also competes for the same enterprise AI-outfitter budget.
- NICE Ltd: Enterprise CX software vendor with CXone CCaaS, WFO, and analytics. Competes for the same AI-outfitter and CX-modernization wallet share, especially in financial services and government verticals that overlap with Waterfield's footprint.
Market position
Strengths4 records
Weaknesses4 records
Competitive moat5 records
Key risks5 records
Key highlights7 records
Customer concentration
Waterfield Tech social profiles
Digital presenceWaterfield Tech financial estimates
Financial estimateRevenue estimate
Valuation estimate
Waterfield Tech leadership team
Management profileNumber of profiles
Profiles11 records
Waterfield Tech subsidiaries and ownership
Company hierarchySubsidiaries3 records
Waterfield Tech funding detail
Funding detailFunding overview
Funding rounds
Investors
Funding detail is available on the Subscription and Enterprise plan.Contact sales →
Waterfield Tech M&A and investment
M&A and investmentM&A5 records
Investments
M&A and investment is available on the Subscription and Enterprise plan.Contact sales →
Frequently asked questions about Waterfield Tech
What does Waterfield Tech do?
Waterfield Tech is an "AI outfitter" providing customer engagement and contact center solutions as a platform-plus-services architecture. Its proprietary Applied AI suite (faqGPT, routeGPT, taskGPT, voiceGPT, analyzeGPT) delivers generative AI chatbots, voice self-service, and conversational analytics, complemented by Ascend (CCaaS cloud migration subscription), Xcelerate (Twilio Flex acceleration), and a full services portfolio including consulting, professional services, managed services, and workforce optimization for enterprise customers.
Is Waterfield Tech a public or private company?
Waterfield Tech is a private company. It is classified as family owned and is currently operating.
When was Waterfield Tech founded?
Waterfield Tech was founded in 1984. It employs 251 to 500 people.
Where is Waterfield Tech based?
Waterfield Tech is headquartered in Tulsa, United States, in the North America region.
How does Waterfield Tech make money?
Five revenue lines are on record. Cloud Migration Services (Ascend) is the primary driver. The others are professional Services, managed Services, consulting Services and AI Solutions (faqGPT, routeGPT, taskGPT, voiceGPT).
Who are Waterfield Tech's main competitors?
Direct peers on record are Sutherland, ConvergeOne, Concentrix, Presidio and TTEC Holdings. Avaya is listed as an others. Broad incumbents are Five9, Verint, Genesys and NICE Ltd.
Does Waterfield Tech have an API?
No public API is recorded for Waterfield Tech.
What industry is Waterfield Tech in?
Waterfield Tech's product category is Contact Center Software and Customer Engagement Platform. Its primary akta.pro industry code is HDAAAFAL, Contact Center Speech AI (agent assist, IVR automation), with a secondary code of HDAAAFAC, Conversational AI Platforms (chat/voice bots, orchestration). Its NAICS code is 54151 and its SIC code is 7370.