Welcome to TMCnet’s Communications as a Service (CaaS) week in review! If you’re in the Northeast, bundle up because it’s cold out there, and then have a seat to take a gander at all things CaaS.

SoundBite and Convergys (News - Alert) recently put their heads together to feature a webinar on proactive communications, the growth of proactive communications and how changes in the communications landscape have forced organizations to revisit their contact center strategies.

According to the report, 61 percent of consumers, their experience has not improved over the past year, and another 14 percent said it has declined. This was based on Convergys’ 2011 UK Customer Scorecard findings. The webinar featured data from Convergys’ 2011 UK Scorecard and shared five steps to build a better relationship with customers through the use of multi-channel communications and a cloud-based delivery model.

EMS, an outsourced contact center, recently chose Interactive Intelligence’s (News - Alert) CaaS Contact Center to replace their already-existing hosted solution due to dissatisfaction with business functions and frontline agents.

According to the TMCnet report, Paul Staehlin, director of operations for EMS, said, “Our existing hosted solution made administration and agent monitoring difficult.”

CaaS from Interactive Intelligence will be used as a statistics delivery engine for wallboard displays and for unified messaging, call recording, reporting, multichannel routing and queuing, and interactive voice response.

The tools and the ability to easily add new users provided by Interactive Intelligence’s CaaS Contact Center will allow EMS to grow.

Adapt Telephone Services was awarded the 2011 Interactive Intelligence Award, an award given to the Interactive Intelligence reseller that has signed the most new contact center and enterprise customers throughout North America during an evaluation period.

“With the most new customers signed for both CIC contact center and enterprise deployments, Adapt has shown a unique ability to equally satisfy business user and agent needs,” said Paul Weber, Interactive Intelligence vice president of sales.

Last but not least, DDS Wireless' StrataGen scored two contracts with MTA New York City Transit, a TMCnet report tells us. Worth $6.1 million with options up to $6.8 million, one of the contract projects involves StrataGen deploying ADEPT Intermodal Trip Planning (ITP) application, which integrates NYC Transit's Access-A-Ride paratransit service with its extensive fixed route system. StrataGen will also enhance the functionality of NYC Transit's Paratransit Interactive Voice Response (IVR) system supporting the additional functionality of the new ITP application.

“We are pleased to receive these new contract awards from MTA New York City Transit,” said Matt Scheuing, President of StrataGen Systems Inc.

The project will be completed through the end of 2012, with some portions of the projects stretching into early 2013.

That’s it for this week’s edition of TMCnet’s CaaS week in review. Be sure to check out TMCnet’s CaaS Communty for up to the minute news for the rest of the week!