What SOFTEL Communications does

SOFTEL Communications Inc. is a privately held systems integrator and software vendor founded in the early-to-mid 1990s (sources cite both 1993 and 1995) and headquartered between Atlanta, GA and Burlington, MA, with additional offices in Canada, France, the UK, and a newly established entity in Germany (SOFTEL Communications GmbH, 2025). The company builds, deploys, and manages AI-enabled contact center, unified communications (UC), and Contact Center as a Service (CCaaS) solutions for enterprise and government customers across finance, government, retail, automotive, and healthcare verticals, delivering in 35 countries and 13+ languages.

Its product portfolio includes SOFTELActive (AI agent assist), Journey Automation (customer journey orchestration), Phone System Admin 2.0 (Microsoft Teams Phone administration), and SafeCall E911 (E911 routing with anomaly detection). Services span Copilot Transformation, Managed CCaaS, Managed Digital Migration, and Custom Development across Microsoft, AWS, Cisco, Genesys, Five9, NICE, Avaya, and 8x8 stacks. SOFTEL holds flagship/MSP/MCSP designations with Microsoft and corresponding partner status with the other major CCaaS/UC vendors, enabling multi-stack integration rather than single-vendor lock-in.

Revenue is generated through a mix of professional services (migration, integration, custom development), managed services (Managed CCaaS, Managed Digital Migration), and proprietary software licensing. Notable engagements include a 45,000-user migration for a large US government agency, a Fortune 500 financial services firm, a national bank with 500–2,000 agents, a multinational retail chain, a leading e-commerce company, a global healthcare provider, and a manufacturing company. Leadership is led by founder and CEO John Cognata, with Michael Leibowitz as COO, Aaron Steele as GM of Services, and Jason Snyder as GM of Sales. The company employs 51–100 people; revenue, funding, and valuation are not publicly disclosed.

Name

SOFTEL Communications

Legal name

SOFTEL Communications Inc.

Website

https://softel.com

Company type

Private

Founded year

1995

Operating status

Operating

Headcount range

51–100 employees

Short description

SOFTEL Communications is a Microsoft-focused systems integrator and software vendor delivering AI-enabled contact center, UC, and CCaaS solutions and managed services to enterprise and government customers across finance, retail, healthcare, and public sector worldwide.

Ownership category

akta.pro rank

Product category

Enterprise Communications Software

NAICS

Computer Systems Design and Related Services (5415), Custom Computer Programming Services (541511), Software Publishers (513210)

SIC

Services-Computer Programming, Data Processing, Etc. (7370), Services-Prepackaged Software (7372)

akta.pro primary industry

Helpdesk & End-User Support Services (BPAEABAB)

Keywords

• Unified communications software
• Contact center modernization
• Enterprise telephony management
• AI-powered migrations
• E911 emergency solutions

Headquarters

HQ city

Atlanta

HQ country

United States

HQ region

North America

Offices6 records

Markets served

GTM type

B2B

Offering type

Software

Cost components

Personnel, Technology or R&D, Operations, Marketing or Sales, Infrastructure

Revenue model

1. Professional Services & Consulting: Consulting engagements covering AI transformation, contact center modernization, Copilot adoption, and digital migration strategy. Delivered through structured programs including environment assessments, security evaluations, strategy development, and user education. Revenue is project-based and scoped to enterprise client needs.
2. Managed Services (CCaaS, UCaaS, IT): Ongoing managed services providing 24/7/365 expert support, proactive monitoring, incident management, and platform optimization for contact center and unified communications environments. Revenue is recurring, subscription-like, billed on contract terms.
3. Custom Software Development: Bespoke, scalable, AI-powered enterprise software solutions including custom applications, API integrations, workflow automation, legacy system modernization, and multi-platform development across AWS, Azure, and private cloud environments. One-time project-based engagements.
4. Platform Migration Services: Managed platform migration engagements covering cloud transitions, system consolidation, hybrid deployments, and digital transformation programs. Includes post-migration support and optimization services.
5. Software Licenses (PSA 2.0, SOFTELActive, Journey Automation, SafeCall E911): Proprietary software products sold as enterprise licenses. Products include unified agent workspace (SOFTELActive), telephony administration tool (PSA 2.0), AI migration platform (Journey Automation), and E911 emergency management (SafeCall E911). Subscription or perpetual license model implied for enterprise deployment.

Go-to-market motion3 records

Distribution channels5 records

Marketing channels7 records

Core offering

SOFTEL Communications develops and sells AI-powered software products (SOFTELActive unified workspace, Journey Automation migration platform, Phone System Admin 2.0 telephony administration, SafeCall E911 emergency management) and delivers enterprise services (Copilot Transformation, Managed CCaaS, Managed Digital Migration, Custom Development). Solutions are built primarily on the Microsoft ecosystem (Teams, Azure Communication Services, Dynamics 365, Copilot) and target contact center modernization, unified communications, and secure digital transformation for large enterprises, government agencies, and regulated industries.

Differentiator

Problem solved

Functional benefit

Brands

• SOFTELActive: A unified workspace that brings everything needed on a single page, eliminating contact center chaos with a unified agent experience.
• Journey Automation
• Phone System Admin 2.0
• SafeCall E911

Products and services

• SOFTELActive - Unified Desktop Unified agent workspace software that consolidates business tools, CRM, telephony, and AI-driven applications into a single interface for enterprise contact center agents and supervisors. Features deep search across multiple applications, actionable notifications from AWS Connect/Teams/ServiceNow, app interoperability, and smart workspaces organized by task.
• Journey Automation - Platform Migration AI-powered platform migration software that orchestrates large-scale UCaaS/CCaaS migrations for enterprises transitioning communications platforms. Includes AI-driven assessment, custom AI helpdesk for end-users, self-serve training, and integrates with ServiceNow, Power BI, and Power Automate.
• Phone System Admin 2.0 (PSA 2.0) - Telephony Management Enterprise telephony administration software that provides a centralized command center for managing unified communications systems, services, and vendors. Features zero-touch automation, role-based access control (RBAC), self-service capabilities, comprehensive number management, and an optimized billing center.
• SafeCall E911 - Emergency Interface Enterprise emergency management software that automates E911 compliance, provides real-time location updates across Wi-Fi/VPN/wired networks, intelligent emergency call routing to PSAPs, on-site security notifications, and compliance reporting. Integrates with UCaaS, VoIP, Teams, Zoom, Webex, and legacy PBX systems.
• Copilot Transformation Professional services engagement for enterprises implementing Microsoft Copilot and Azure AI. Includes environment assessments, security evaluations, customized AI agents, end-to-end AI orchestration, and multilingual AI education and training services.
• Managed CCaaS Fully managed contact center as a service offering for enterprises, including speech-enabled IVR, voicebots, chatbots, multimedia chat, email, SMS, SIP/VoIP voice services, ACD routing, outbound campaigns, workforce/quality management, advanced analytics, and 24/7 expert support and incident management.
• Managed Digital Migration End-to-end managed migration service covering cloud transitions, infrastructure upgrades, hybrid deployments, compliance/risk management, post-migration support, zero-downtime migration strategies, and security-first data protection using encryption and secure transfer protocols.
• Custom Development Bespoke software development service providing custom AI-powered enterprise applications, API integrations, workflow automation, legacy system modernization, and multi-platform development across AWS, Azure, and private cloud environments.

Named customers8 records

Segments5 records

Ideal customer profiles5 records

Technology focussed Yes

API detail

Has API

No

API docs

API detail

Core technology

AI maturity

App detail

Integration11 records

AI capability11 records

Feature7 records

Partnerships

14 partnerships are on record, tiered flagship, core and minor.

• MicrosoftflagshipTechnology or IntegrationPrimary strategic technology partner for Microsoft Teams Phone, Azure Communication Services, Dynamics 365 Contact Center, Microsoft Copilot, and Azure AI. SOFTEL delivers Copilot Transformation, Teams Phone Extensibility integrations, and UCaaS/CCaaS solutions built on the Microsoft ecosystem. Deep expertise in Teams Phone Extensibility and Microsoft's Unify model for contact centers.
• AWS (Amazon Web Services)coreTechnology or IntegrationAWS listed as a key technology partner providing cloud infrastructure for SOFTEL's managed services and solutions. SOFTELActive integrates with AWS Connect, and cloud deployments leverage AWS capabilities.
• GenesyscoreTechnology or IntegrationGenesys listed as a key partner in the contact center ecosystem. Genesys logo is featured alongside other major technology partners on the SOFTEL website, indicating integration and co-delivery of CCaaS solutions.
• NICEcoreTechnology or IntegrationNICE listed as a key partner in the SOFTEL partner ecosystem. NICE logo is featured among major technology partners, indicating integration and co-delivery of workforce optimization and contact center analytics solutions.
• AvayacoreTechnology or IntegrationAvaya listed as a technology partner. Logo featured among major partners on the SOFTEL website alongside Microsoft, Genesys, NICE, and other enterprise communication platforms.
• CiscocoreTechnology or IntegrationCisco listed as a technology partner. Logo featured among major enterprise communications partners on SOFTEL's website alongside Avaya, Genesys, and NICE.
• AT&TminorGTM or Marketing PartnerAT&T logo featured among SOFTEL's partner ecosystem. Represents a telecommunications carrier partnership in the North American market for UCaaS/CCaaS and enterprise communications.
• BT (British Telecom)minorGTM or Marketing PartnerBT logo featured among SOFTEL's partner ecosystem, indicating a telecommunications carrier partnership with relevance to UK and European enterprise markets.
• VerizonminorGTM or Marketing PartnerVerizon logo featured among SOFTEL's partner ecosystem, representing a North American telecommunications carrier partnership for enterprise communications solutions.
• OrangeminorGTM or Marketing PartnerOrange logo featured among SOFTEL's partner ecosystem. Represents a global telecommunications carrier partnership relevant to European and international enterprise markets.
• LumenminorGTM or Marketing PartnerLumen logo featured among SOFTEL's partner ecosystem. Lumen is a major telecommunications and network services provider operating in North American enterprise markets.
• BellminorGTM or Marketing PartnerBell logo featured among SOFTEL's partner ecosystem. Bell is a major Canadian telecommunications carrier relevant to SOFTEL's Canadian office operations.
• TelusminorGTM or Marketing PartnerTelus logo featured among SOFTEL's partner ecosystem. Telus is a major Canadian telecommunications company with relevance to SOFTEL's Canadian market operations.
• Pax8minorChannel Partner/ Reseller/ DistributorPax8 logo featured among SOFTEL's partner ecosystem. Pax8 is a cloud distribution platform for managed service providers, suggesting a channel distribution partnership for cloud-based solutions.

Scale indicators11 records

Recent moves6 records

Expansion highlights6 records

Broad incumbents

• NICE Ltd. NICE is a global enterprise software vendor for contact center, workforce engagement, and customer experience. While NICE is also a SOFTEL partner, it competes for similar contact-center-modernization budgets via its own professional services and CXone CCaaS platform.
• Computacenter: Computacenter is a large European-headquartered IT infrastructure and managed services provider with deep Microsoft and Cisco practices. It competes with SOFTEL on enterprise UC/CC managed services, particularly in the UK and Germany where SOFTEL has growing European operations.
• Insight Enterprises: Insight Enterprises is a global IT solutions and managed services provider offering Microsoft, cloud, and contact center solutions to enterprise clients. Its scale, Microsoft partnership, and managed services portfolio overlap with SOFTEL's enterprise GTM.
• Genesys: Genesys is a leading CCaaS and customer experience platform vendor with its own professional services and partner ecosystem. It overlaps with SOFTEL's contact center modernization, AI/automation, and managed CCaaS engagements at large enterprises.
• CDW: CDW is a large multi-brand IT solutions and services company serving enterprise, government, and SMB customers across Microsoft, Cisco, and contact center stacks. It competes with SOFTEL in the US for Microsoft UCaaS/CCaaS, Copilot, and managed services deals.

Direct peers

• ConvergeOne: ConvergeOne is a UC, contact center, and collaboration solutions integrator delivering custom development, managed services, and platform migrations. Its portfolio and go-to-market closely match SOFTEL's CCaaS/UCaaS integration, Genesys/Avaya/Cisco partnerships, and managed services model.
• Black Box (AGC Networks): Black Box, part of AGC Networks, is a global UC/CC systems integrator delivering contact center, networking, and managed services. It overlaps SOFTEL's enterprise CCaaS/UCaaS integration, custom development, and managed digital migration offerings.
• Presidio: Presidio is a US-headquartered IT solutions and managed services provider with deep partnerships across Microsoft, Cisco, AWS, and Genesys. It mirrors SOFTEL's enterprise UC/CC integration, managed services, and custom development offerings for mid-to-large enterprises.
• Avanade: Avanade is a Microsoft-focused global SI (Accenture/Microsoft JV) delivering Azure, Microsoft 365, Copilot, and Dynamics 365 services. It directly overlaps SOFTEL's Microsoft Copilot Transformation, Teams modernization, and Azure-led managed services for large enterprises.
• Converge Technology Solutions: Converge Technology Solutions is a North American IT solutions and services firm with strong UC/CC, cloud, and managed services practices. It competes with SOFTEL on enterprise UC modernization and managed services engagements, particularly across Microsoft, Cisco, and Genesys ecosystems.

Market position

Strengths5 records

Weaknesses5 records

Competitive moat6 records

Key risks6 records

Key highlights7 records

Customer concentration

• LinkedInlinkedin.com/company/softel-communications-inc-

Revenue estimate

Valuation estimate

Number of profiles

Profiles4 records

Funding overview

Funding rounds

Investors

Funding detail is available on the Subscription and Enterprise plan.Contact sales →

M&A

Investments

M&A and investment is available on the Subscription and Enterprise plan.Contact sales →

Frequently asked questions about SOFTEL Communications