Cutting-Edge Cloud-based Softphone, Integrated to Salesforce and Twilio, Enables Administrative Law Judges to Hold 100% of Unemployment Insurance Appeal Hearings Remotely

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Software Next Door’s CloudCaller.io, a Best in Class Softphone and Leading Communications Solution, allows New Mexico Department of Workforce Solutions (NMDWS) to work remotely. Available for immediate implementation with a 3 week go live timeline

The New Mexico Department of Workforce Solutions (NMDWS) (https://www.dws.state.nm.us/) and Software Next Door (SND) (https://www.softwarenextdoor.com/) are industry leaders in scalable remote Unemployment Insurance Appeal Hearing process management. Working together, they implemented an innovative Cloud-based solution, with Salesforce as the platform foundation, and SND’s CloudCaller.io (https://www.cloudcaller.io/) as the softphone application using Twilio’s communication platform, for managing NMDWS’s Unemployment Insurance Appeal Hearing process.

In today’s environment, with the drive for increased productivity and social distancing, having secure and scalable remote access to one-on-one and multiple party discussions, meetings, conferences, and legal proceedings is a critical requirement for all organizations. Given the exponential growth of unemployment insurance claims, there is soaring demand for highly robust and secure software products like those of Salesforce, the #1 SaaS Cloud solution provider, along with comprehensive telephony solutions such as CloudCaller.io built on Twilio’s industry leading communication platform that delivers exceptional call quality.

The NMDWS is well known as a leader in implementing leading-edge technology solutions to improve its business processes to support their constituents in New Mexico. Today, they are benefiting from their decision to implement a comprehensive and highly secure Cloud-based communication solution on their Salesforce Platform. In 2018 NMDWS, for their Unemployment Insurance Appeal Hearings, decided to replace its existing infrastructure for Appeal Hearings with CloudCaller.io, a high-quality softphone solution tightly coupled with the Agency’s Salesforce Cloud. With the comprehensive CloudCaller.io features, NMDWS put in place an application which, when and as necessary now, could completely eliminate the need for in-person Unemployment Insurance Appeal Hearings and allows an Administrative Law Judge (AJL) to complete these Hearings outside the office. The NMDWS's AJLs use CloudCaller.io to hold Appeal Hearings, keeping detailed records on each Appeal Hearings together with audio recordings for their phone Hearings (one-to-one calls as well as multi-party conference calls). With CloudCaller.io’s robust features and capabilities for in-person, in-person and remote combined or full remote Hearings, NMDWS’ AJLs are able to seamlessly record, store, retrieve and protect extremely sensitive information from their Unemployment Insurance Appeal Hearings.

“CloudCaller.io is a comprehensive softphone telecommunications application designed to be easily configurable and is 100% native to Salesforce with the highest level of security. We built CloudCaller.io inside Salesforce leveraging Twilio’s global communication platform because it provides instant access to ongoing technology advancements benefitting CloudCaller.io users in the form of new features, functionality, and performance. With the increasing need for Social Distancing and remote workforces, solutions such as CloudCaller.io can help any organization deliver critical services remotely,” said Dan Federman, CEO of Software Next Door.

“We are quite impressed with our CloudCaller.io application and SND’s understanding of our environment, requirements, and vision,” said Sue Anne Athens, the CIO for NMDWS. She explained, “with social distancing and our need for remote hearings, our Administrative Law Judges are able to continue holding Hearings from their home offices! CloudCaller.io provides us with a highly secure and effective, easy to use conference capability, with secure access to record, store, and retrieve the Appeal Hearings information and at an attractive cost which fits into our budget. It is very refreshing to have a solution that works well and to know that our Administrative Law Judges really like it. And, best of all, CloudCaller.io scales well, and our technical staff don’t have to spend time fixing it.”

“And, as a Cloud-based solution, CloudCaller.io is implemented through remote support services resulting in fast and effective implementation. Once implemented, all users can communicate with a high level of security from any location, if that is desired, be it their office, home, or some other location, connected through the Internet,” further explained Federman.

Designed and configured for State Agencies’ AJLs to conduct Unemployment Insurance Appeals Hearings, Software Next Door’s CloudCaller.io solution is immediately available and includes specific tools for both one-to-one calls and multi-party conference calls with no limit on the number of participants, and with audio recording of calls, all on the secure and scalable Salesforce Cloud-hosted platform.

“With CloudCaller.io, and our expert services, any State’s Administrative Law Judges can be performing phone-based hearings in just three weeks,” according to Dan Federman, of Software Next Door. “All Administrative Law Judges need are a computer, headset, and internet connection to hold a hearing with multiple participants from any location,” he explained. “Also, it is very easy to train and ramp up large teams and add new Administrative Law Judges to deal with rapidly escalating demand, because all new softphone installations, implementations and on-going support are done remotely,” Federman further clarified.

This proven Cloud-based and attractively priced solution for Unemployment Insurance Appeal Hearings is now available for immediate implementation to all 50 states.

About NMDWS
The New Mexico Department of Workforce Solutions (NMDWS), whose mission is to Educate, Empower, Employ, and Enforce, is committed to being a leader in improving employment and poverty rates through workforce development, enhanced services for employers, and ensuring fair labor practices and workforce protections for New Mexicans. Learn more about the Department at http://www.dws.state.nm.us.

About Software Next Door and CloudCaller.io
CloudCaller.io is a software product of Software Next Door (SND), a computer development services company. SND designs solutions that are secure, high quality, flexible, scalable and always, value priced. SND products and services span from the necessary to the innovative, with a goal of meeting and exceeding our customers’ expectations. Our expertise in Cloud computing, communications services, Salesforce Lightning/Apex, JavaScript, Java and Mulesoft is well-known and respected. CloudCaller.io is available on Salesforce Classic and Lightning. CloudCaller.io was developed based on that array of skill sets. CloudCaller.io and SND’s software development service clients run the spectrum from Fortune 500 and medium sized organizations to start ups. http://www.cloudcaller.io, http://www.softwarenextdoor.com/

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Gary Ludlow
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