New Telecom Billing System

ITS is transitioning interdepartmental telecommunications (telecom) billing from Pinnacle to Softeligent.

Pinnacle is the environment that ITS has historically used for telecom billing.  Softeligent is a competing telephone billing environment used by other State of Connecticut agencies.  The former is no longer being developed while the latter is actively being improved, has better functionality, offers improved management, and is more broadly used by state peers.  ITS will formally deprecate Pinnacle and transition all existing activity to Softeligent by early 2024.  Once fully implemented, the new system will better automate workflow for orders and plan changes.  In addition, it includes a customer self-service portal where they can view, manage, and generate reports on individual plans and usage.