What MASCO Services Call Center does

MASCO Services Call Center (MSI) is a Boston-based telecommunications and call management services provider founded in 1973 in the Longwood Medical Area and operated today as a wholly owned subsidiary of Longwood Collective, Inc. The company delivers 24/7/365 live-operator telephone answering, message delivery, emergency dispatch, alphanumeric paging, main line coverage, and overflow call handling, organized into three service tracks: Healthcare and Medical Support (medical office answering, emergency dispatch, pharmaceutical and biotech support), Business and Office Support (virtual receptionist, business answering service, emergency notifications, disaster recovery), and Critical Alerts and Special Projects. Its healthcare operations are explicitly HIPAA-compliant, with operators trained on hospital emergency codes, rapid response activations, and code blue handling, and the company maintains bilingual capabilities and customized scripts tailored to each client's on-call procedures and message delivery preferences. The company does not offer a self-service software platform or API; all services are delivered by human operators supported by traditional call center telecommunications infrastructure.

MSI serves more than 300 medical practices nationally and handles over 1 million calls annually, with operators managing an average of 350 or more calls per day. Named enterprise healthcare clients include Beth Israel Deaconess Medical Center, Dana-Farber Cancer Institute, the Joslin Diabetes Center, and the Broad Institute of MIT and Harvard, alongside community health centers, primary care practices, and life-sciences firms such as Abiomed and Broad Institute's COVID-19 testing program. Revenue is generated through recurring managed-service contracts customized by call volume, coverage hours, and workflow requirements; pricing is not publicly disclosed and prospective clients engage via a toll-free line (800-690-7243) or website intake forms. The firm has earned the ATSI Award of Excellence 25 times as of 2025 and was previously awarded the ICMI Global Call Center of the Year.

Name

MASCO Services Call Center

Legal name

MASCO Services Inc.

Website

https://msicallcenter.com

Company type

Private

Founded year

1973

Operating status

Operating

Headcount range

11–50 employees

Short description

MASCO Services Call Center is a Boston-based subsidiary of Longwood Collective providing 24/7/365 live-operator telephone answering, emergency dispatch, paging, and HIPAA-compliant patient communication services to hospitals, medical practices, and businesses across the United States.

Ownership category

akta.pro rank

Product category

Healthcare Call Center / Answering Services

NAICS

Telephone Call Centers (56142), Telephone Answering Services (561421)

SIC

Services-Telephone Interconnect Systems (7385)

akta.pro primary industry

General Customer Service & Contact Center Operations (BPAAAAAA)

akta.pro secondary industries

Appointment Setting, Dispatch & Scheduling Centers (BPAAAAAD), Emergency Dispatch, Call Center Monitoring & Response Services (HSAHAHAG), Contact Center Operations & Tools (ACD/IVR/CRM/WFM) (EDABACAA)

Keywords

• Healthcare answering services
• 24/7 call center services
• Medical office answering
• Virtual receptionist services
• Emergency dispatch answering

Headquarters

HQ city

Boston

HQ country

United States

HQ region

North America

Offices1 record

Markets served

GTM type

B2B

Offering type

Services

Cost components

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

Revenue model

1. Managed Call Center / Answering Service: The company generates revenue through managed services contracts providing 24/7/365 telephone answering, message delivery, emergency dispatch, paging, overflow call coverage, and main-line management for healthcare providers, hospitals, businesses, and other organizations. Services are billed on a recurring basis as part of customized service plans tailored to each client's workflow, call volume, and operational needs.

Go-to-market motion2 records

Distribution channels3 records

Marketing channels8 records

Core offering

MASCO Services Call Center provides 24/7/365 managed telephone answering, message delivery, paging, overflow coverage, and emergency dispatch for healthcare providers, hospitals, pharmaceutical/biotech firms, and other businesses. Services are delivered by live human operators using customized scripts and on-call procedures tailored to each client's workflow, with HIPAA-aware handling for medical clients and bilingual support. Recurring subscription-style service plans are configured per client based on call volume, coverage hours, and feature requirements.

Product overview

MASCO Services Call Center operates as a 24/7/365 call center service provider with a modular portfolio of distinct services rather than a unified software platform. The core offerings are organized into three service tracks: Healthcare and Medical Support (Medical Office Answering Services, Emergency Dispatch, Pharmaceutical & Biotech Support), Business and Office Support (Virtual Receptionist, Business Answering Service, Emergency Notifications, Disaster Recovery), and Critical Alerts and Special Projects. Supporting these are specialized operational services including Main Number Answering, Paging, Emergency Code Calls, and Telephone Answering Service (TAS). All services are delivered by human operators who handle calls, messages, paging, and emergency notifications; the company does not offer a self-service software product or API.

Differentiator

Problem solved

Functional benefit

Products and services

• Medical Office Answering Services Full-service telephone answering for medical clinics and practices with customizable scripts for patient calls, messages, non-urgent and urgent requests, overflow coverage, after-hours calls, and switchboard management for healthcare providers.
• Emergency Dispatch Rapid operator notification service for urgent medical situations, ensuring messages reach the appropriate medical staff immediately and escalating to on-call providers per client-defined procedures.
• Pharmaceutical & Biotech Support Professional operator coverage for pharmaceutical and biotech teams and labs, managing sensitive calls, coordinating messaging, and providing reliable support for critical communications.
• Business Answering Service & Main Line Management Full-service call management for businesses ensuring every call is answered and routed correctly, handling general inquiries, client requests, and main line coverage for property management, law firms, HVAC, funeral homes, pest control, and similar professional services clients.
• Virtual Receptionist (Daytime, After Hours & Overflow) Professional call-handling service that ensures every business call is answered and routed correctly, with daytime coverage, after-hours support, and overflow coverage to keep clients from going to voicemail.
• Critical Alerts and Special Projects Suite of rapid operator-driven communication services including emergency notifications, disaster recovery and backup communications, and custom campaigns for time-sensitive projects for organizations where timing is critical.
• Main Number Answering, Paging, and Emergency Code Calls (Telephone Answering Service) Frontline operator Telephone Answering Service (TAS) for private medical offices and businesses: answers main lines as the first point of contact and routes callers; sends text and alphanumeric paging to on-call medical staff; and disseminates hospital emergency codes, rapid response team activations, and code blue alerts throughout facilities.

Quantifiable outcome

• Over 1 million calls handled annually
• +4 more outcomes

Named customers10 records

Segments3 records

Ideal customer profiles2 records

Technology focussed No

API detail

Has API

No

API docs

API detail

Core technology

AI maturity

App detail

Scale indicators7 records

Recent moves7 records

Expansion highlights5 records

Broad incumbents

• Concentrix: Concentrix is a global BPO and customer-experience outsourcing firm with large healthcare customer-management programs including HIPAA-compliant patient support, appointment scheduling, and overflow handling. Comparable to MASCO as a much larger enterprise-scale incumbent competing for the same healthcare call-center RFPs.

Direct peers

• VoiceNation: VoiceNation provides 24/7 live answering, virtual receptionist, and bilingual support for SMBs including medical and dental practices. Comparable to MASCO in delivering live-agent overflow, after-hours, and main-line coverage with HIPAA-aware workflows.
• MAP Communications: MAP Communications provides 24/7 live answering, virtual receptionist, and overflow call center services to medical practices, law firms, and other professional services. Closely comparable to MASCO's business answering and main-line management offerings.
• Stericycle Communications Solutions: Stericycle's Communications Solutions division provides after-hours answering, patient messaging, and HIPAA-compliant healthcare call handling for medical practices and hospitals. Directly comparable to MASCO's healthcare-focused TAS, paging, and emergency dispatch services for provider clients.
• Ruby Receptionist: Ruby Receptionist operates a virtual receptionist and live answering service for small businesses and professional firms, including small medical practices. Comparable to MASCO's daytime, after-hours, and overflow virtual receptionist product line.
• Contact Center Services (PATLive / Dental and Medical Answering): PATLive is a 24/7 live answering service for SMBs with specific healthcare/dental answering offerings and bilingual support. Comparable to MASCO on coverage model, after-hours and overflow handling, and small-to-mid-sized healthcare customer base.
• AnswerNet: AnswerNet is a large U.S. provider of inbound/outbound call center, answering service, and order-entry solutions with multi-site capacity. Comparable to MASCO as a 24/7 answering service operator serving SMB and enterprise clients across healthcare, property management, and professional services.
• Ambs Call Center: Ambs Call Center offers after-hours answering, message dispatch, and live receptionist services tailored to medical, legal, and HVAC businesses. Comparable to MASCO in service mix, SMB-to-mid-market healthcare focus, and U.S.-based live-operator model.

Emerging players

• Smith.ai: Smith.ai blends live virtual receptionists with AI chat and voice tools for SMBs and professional services including healthcare-adjacent customers. Comparable to MASCO's answering-and-routing core, with an emerging AI overlay that competes on the same healthcare and business workflows.
• TriageLogic: TriageLogic provides after-hours nurse triage, patient communication, and healthcare call-center outsourcing for medical practices and health systems. Comparable to MASCO's healthcare call handling, but with deeper clinical triage capability.

Market position

Strengths5 records

Weaknesses5 records

Competitive moat4 records

Key risks6 records

Key highlights7 records

Customer concentration

• Xx.com/msicallcenter
• Facebookfacebook.com/MSICallCenter
• LinkedInlinkedin.com/company/masco-services-call-center

Compliance3 records

Revenue estimate

Valuation estimate

Number of profiles

Profiles1 record

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 MASCO Services Call Center