Call Center Industry News

March 2010

Telescan Joins with CenturiSoft to Introduce Two-Way Voice Messaging

Telescan has introduced the integration of automatic message delivery notification between Centuri Messenger and Telescan's Spectrum.  This jointly developed software integration allows the Centuri to notify Spectrum of the delivery of a message with a date and time stamp.  This new feature eliminates the need for call center agents to periodically check for message delivery, saving time and improving accuracy.

Marcy Hewlett, president of A Better Connection, says that her company was the test site for the new Telescan/CenturiSoft integration.  She said, "The marriage of Telescan's Spectrum with CenturiSoft's Centuri Messenger has been a blessing for us.  The automatic filing of messages that have been taken by our operators and delivered to our clients via voice dispatching has given both our clients and our dispatchers peace of mind."

"We are excited to have Telescan further leverage the capabilities of the Centuri Messenger," stated John Pope, president of CenturiSoft.  "Now our clients who own both CenturiSoft and Spectrum will benefit from this partnership with increased accuracy and saving time every day." 

For more information, contact Telescan at 800-770-7662 or patty@telescan.net.

Amtelco Intelligent Soft Agent System with Asterisk and ACD Connectivity

Amtelco has released the Intelligent Soft Agent for installation in the call center market.  The Soft Agent application is specifically designed for use with Voice over Internet Protocol (VoIP)-based telephone switching systems.

The Intelligent Soft Agent's streamlined user interface puts the power and flexibility of Amtelco's Intelligent Series suite of applications at the fingertips of call center agents.  The Intelligent Soft Agent application integrates with Session Initiation Protocol (SIP)-enabled PBX equipment from Asterisk, Avaya, Cisco, Mitel, NEC, Nortel, and Siemens, as well as Amtelco's Infinity ACD system.

SIP/VoIP technology provides call centers with the ability to establish low-cost, efficient, direct connections to their clients' PBXs and ACD systems.  The Internet-based communication technology makes it possible for call centers to easily and efficiently offer remote receptionist and messaging services with a quickly recovered capital investment.

For more information on the Infinity Soft Agent software, call 800-356-9148 or 608-838-4194.

CenturiSoft Celebrates Ten-Year Anniversary

CenturiSoft is celebrating ten years serving the telecommunications industry.  John Pope founded CenturiSoft in 2000 with the vision of "revolutionizing the way we communicate."  He departed from past standards, building a new messaging product, the Centuri Messenger, from the ground up using ISDN-PRI (digital) instead of analog.  In 2003, the Centuri Messenger extended its options to include VoIP and prepare for HD audio and video capabilities.  With two patents pending, its "Call Logic Engine" and scripting has allowed CenturiSoft to accomplish hundreds of installations, interfacing to several different switches and vendors, seamlessly and without sacrificing features.  CenturiSoft has installations worldwide, including the United States, Canada, China, and the United Kingdom.

CenturiSoft wants to thank all their customers, resellers, and technology partners for making this a reality; they are appreciative to all that have supported and fostered their growth.  "Our mission is to become the number one systems platform provider for the unified-communications market," stated John Pope, president, "and that is becoming more a reality today.  CenturiSoft currently has two divisions: its applications division (CenturiSoft) and its service provider/hosting division (ReparoVox Communications, acquired in 2006).

Contact CenturiSoft at sales@centurisoft.com or 800-866-1929. 

OnviSource Announces Redundancy, Backup, and Disaster Recovery Solutions

OnviSource announced the availability of OnviNet Ensura Backup and Disaster Recovery Solution packages for its customers using their OnviCall and AccuCall platforms.  OnviSource is offering Ensura Backup and Recovery Solutions to its customers to protect their business and assist in restoring operations in the event of unforeseen disasters or problematic circumstances.

Ensura offers critical backup, standby, and redundancy packages designed to facilitate the fastest possible recovery.  Each level of protection is configured to accommodate a variety of customer needs.  Ensura Basic offers protection from potential hardware failures; database replication and hardware redundancy make up Ensura Standard.  For customers seeking the most comprehensive backup and recovery protection, Ensura PRO offers full redundancy, database replication, redundant application licenses, and one-click switchover to secure continuous operation.

To assist customers in choosing a backup and recovery package that will best satisfy their operating requirements, OnviSource is offering a free System Requirements Assessment service to consider the unique requirement of each customer.  OnviCall is part of the OnviCenter 6 suite of solutions in workforce optimization (OnviCord), workforce CRM automation (OnviCall), and workforce communication automation (OnviNet).

Amtelco Increases Infinity Conferencing Seats to Sixty-Four

Expanded voice conferencing is available with the Infinity Conference Bridge module.  Multiparty conferences now allow up to sixty-four parties.  Conferences are created with or without agent assistance.  The audio conference can be recorded at the request of a call center agent or conference moderator.

Multiple conference bridge IDs can be predefined, allowing each staff member to have his or her own unique conference bridge.  Conferences can be secured with a moderator password.

Moderators can choose to record each conference, with the resulting WAV file emailed to them.  Moderators can also access a Web interface to view the status of their conference and manage it.  The expanded conference capability is available in software version 5.51 of Amtelco's Infinity family of call center solutions.

For more information on Infinity Conference Bridge, call 800-356-9148 or 608-838-4194.

Answer First Communication Marks Fifty Years in Business

When Jim Kilgore's Smyrna-based call center, Answer First Communication, started operations in 1960, there were no personal computers, email, faxes, cell phones, voice mail, texting devices, PDAs, or pagers.  "Just good old-fashioned telephones and operators answering live 24 hours-a-day, 7-days-a-week," said Kilgore.  "Some things that work for businesses just don't need to change."

The Smyrna Business Association recognized the company at their monthly meeting January 9, and the City of Smyrna issued a proclamation from Mayor Max Bacon's office stating their appreciation for the longevity demonstrated by Answer First Communication.  "I extend congratulations to Answer First Communication on their fiftieth anniversary, with best wishes for many more years to come," said Mayor Bacon.

Kilgore says that many of his employees have been with him on the job for over ten years and are well-versed in exceptional service.  About his staff, he says, "We take care of them so they can take care of our clients."  Answer First also provides toll-free numbers, order taking, crisis and emergency lines, and help desk services. 

Funding Allows TelStar to Complete Purchase of TouchStar's Hosted Assets

TelStar Hosted Services and private equity firm Williams & Gallagher announced the purchase of the assets of TouchStar's Hosted Services division.  TelStar Hosted Services is a communications-as-a-service organization that provides on-demand call center solutions.  TelStar posted record sales in 2009 and doubled its available capacity earlier in 2010.

"Our products bring the proven efficiency of call center products to our clients via the Web without the capital expenditure and excessive IT costs that have traditionally burdened such initiatives," said TelStar's CEO Jim Dunn.  "We have the formula for continued success in our feature-rich product offerings, strong technical support organization, and our solutions-oriented sales efforts."

 Chris Rieple (formerly of TouchStar) has joined the TelStar Hosted Services executive team as vice president of sales.  "We have built our business by exceeding our customer's expectations," said Rieple.  "The additional financial resources and new executive leadership have enabled us to expedite our growth plans while continuing to provide an uncompromised client experience."

Telerx Announces Social InteraXions Social Media Support

Telerx, a contact center outsourcer, has introduced Social InteraXions, its social media support solution.  Social InteraXions provides the tools, methodology, best practices, processes, analytics, training, and staffing to build and protect customer relationships in this fast growing channel.  Social InteraXions allows clients to incrementally and strategically deploy their social media support and provides insight to drive their business at each step, from assessment to monitoring to engagement.

"Telerx's expert customer care and our expertise in handling sensitive consumer affairs and regulatory issues puts us in a unique position to provide outreach to social media channels in a thoughtful, effective, and compliant manner," said Linda Schellenger, president of Telerx.

Amtelco Adds Auto-Connect Option to Soft Agent

Amtelco has added a configurable auto-connect option to its Intelligent Soft Agent operator application.  The auto-connect option enables incoming calls to be answered immediately as they ring into an agent workstation, eliminating the need for agents to manually connect to calls.  Auto-connect calls are preceded by a discreet audible tone as they are connected, alerting agents that new calls have arrived.

The auto-connect feature saves time and eliminates the chances of a call being missed or delayed when an agent is not looking directly at the workstation screen.  The Soft Agent application is specifically designed for use with Voice over Internet Protocol (VoIP)-based telephone switching systems.  The Intelligent Soft Agent's streamlined user interface puts the power and flexibility of Amtelco's Intelligent Series suite of applications at the fingertips of call center agents.

For more information on Infinity Soft Agent application, call 800-356-9148 or 608-838-4194.

Avaya Unveils Integration Plan of Former Nortel Enterprise Solutions Portfolio

Avaya unveiled its vision for the future of communications as well as a road map that integrates products and services from the recently acquired Nortel Enterprise Solutions (NES).  "The integrated road map we're outlining today supports Avaya's commitment to providing customers with the advanced communications capabilities they need to manage and grow their organizations," said Alan Baratz, senior vice president and president of Global Communications Solutions, Avaya.  The road map's highlights include:

Unified Communications: The centerpiece is Avaya Aura,a SIP-based communication platform.  The road map expands the Avaya Aura with the addition of the Nortel Agile Communications Environment (ACE).

Contact Center: Avaya Aura is at the center of Avaya's contact center portfolio.  The integrated road map extends the combined Avaya and Nortel Enterprise Solutions portfolio with capabilities for agent desktop, work assignment, experience management, and analytics.

Small and Medium Enterprise (SME) Communications: Avaya IP Office, BCM, Norstar, PARTNER and Integral 5 all remain for sale with a plan to converge the platforms with the company's flagship hybrid IP offering, IP Office.

Data Products: As previously announced, Avaya will adopt the current road map of NES data products in its entirety.

Candy Myura to Partner with TAS Source

Chuck Boyce and TAS Source have partnered with business and executive coach Candy Myura.  Her company, A Better You Coaching, focuses on leadership development while helping individuals and businesses grow.  Candy brings nearly twenty years of executive experience to the table for TAS Source, including serving as COO of Appletree Answers and spending fourteen years at MBNA, a fortune 500 financial institution.  Her business experience and training as a professional coach provides a perfect balance and blend.

Candy's industry experience, business acumen, and executive and business coaching experience will form an invaluable part of TAS Source's strategy in the coming years.  She brings an affiliate perspective and many tools and resources to the table.  Additionally, Candy spoke at the recent TAS Source Marketing Summit 2010, held at the Walt Disney World Swan and Dolphin Resort in Orlando, Florida.

For more information, contact Candy at 302-383-4344 or cmyura@ABetterYouCoaching.com; Chuck can be reached at 302-352-9488 or chuck@tassource.com.

Mail-N-More to Print and Mail Invoices - and More

Chris Twigg of Mail-N-More announced that their new invoice printing and mailing services can cut the cost of bill printing and mailing by up to fifty percent, as well as speed up receivables.  Additionally, Mail-N-More can:

• track bills (via the USPS website link) from Mail-N-More's post office to the recipient's local mail sorting center - and even to the mail carrier's bag
• split a billing file into bills to be mailed, faxed, and emailed
• provide optional online payment capability
• track the delivery of faxes and emails
• bar code all information required by a bank so that if the remittance address is the sender's bank lockbox, the bank can scan the bar code and email a daily report of who has paid that can be uploaded into an accounts receivable program 

Mail-N-More currently sends invoices for the AnswerNet group of companies including AnswerNet, Signius, Answer America, and Cerida. 

Call Chris Twigg at 321-729-9972 or email info@bizmailservice.com for further information.