Contact Center Industry News

November 2011

ATA-SRO Seal of Accreditation Awarded to Etech Global Services

Etech Global Services, a global business process outsourcer, has received the ATA-SRO seal of accreditation. The ATA-SRO incorporates aspects of governmental regulations and consumer protection rules for contact centers. The goal of the ATA-SRO is to assure a positive teleservices experience for consumers and provide an objective system that reinforces a company’s commitment to government compliance.

Companies seeking the highest caliber of customer care, best practices, and compliant behavior can apply to receive the ATA-SRO seal of accreditation. Knowing that Etech’s contact center is providing the highest level of care and compliance protects both Etech and its clients from potential fines, penalties, attorney fees, and resource costs resulting from noncompliant behavior.

“We are highly committed to quality customer care and compliancy,” said Matt Rocco, president of Etech Global Services. “The ATA-SRO accreditation process took over a year and will be a large commitment to maintain. However, this is just one of a number of steps we are taking to ensure that Etech Global Services provides best practice support to our clients.”

Etech Global Services is one of only fifteen contact centers in the world to achieve this impressive accreditation.

BluIP Partners with CenturiSoft

BluIP, a provider of cloud-based hosted IP services and applications to businesses through a network of partner resellers, has certified the interoperability of the CenturiSoft unified communications products for full functionality on the BluIP network. “We are pleased about our partnership with CenturiSoft,” said Scott Miller, vice president of sales and sales engineering for BluIP. “The CenturiSoft Messenger product offering is one of the first unified communications platforms to be certified on the BluIP network, [where] we are committed to providing a network CenturiSoft users can depend on, with features like one number services, true multitier redundancy, and disaster recovery that they need to support the mission critical services they offer.”

“When we worked with the engineers at BluIP, we were able to validate and define very robust services that we could not do with many other providers in the marketplace,” said CenturiSoft president, John Pope. “From the ground up, BluIP’s network is designed for Tier 1 Service with real foresight into redundancy and fault tolerance. CenturiSoft is extremely confident in recommending BluIP for advanced VoIP services far beyond basic SIP trunk offerings.”

TeleServices Direct Receives ATA-SRO Accreditation

TeleServices Direct has successfully completed the American Teleservices Association (ATA-SRO) audit and accreditation. The seal of accreditation awarded to TeleServices Direct signifies a successful audit, demonstrating compliance with all federal and state regulations guiding the teleservices space. Only fifteen teleservices companies have achieved ATA-SRO accreditation distinction.

CEO Patricia Totton commented, “We were very pleased to be able to demonstrate to the ATA-SRO audit team the comprehensive safeguards and business processes in place to insure compliance at all levels. Our clients and future clients can use this accreditation as one more indication of how seriously we view our compliance and operational procedures.”

Amtelco’s Innovation Machine

Amtelco’s Innovation Machine provides an online forum for Amtelco customers to submit ideas for new products and suggestions for improvements to existing products. Users can enter ideas, search the database, and rank the usefulness of ideas submitted by others. The Innovation Machine is based on Amtelco’s Infinity Intelligent Series Web-scripting feature.

When a user submits an idea, the script dispatches an immediate reply that the idea has been received. The script also automatically sends follow-up emails when other users react to and rank the idea, and as Amtelco staff read, react to, and move ahead with the suggestion.

Amtelco customers have used it to submit 224 ideas and Amtelco’s software department has implemented sixty-five of those customer ideas, with more in the works. The Innovation Machine has increased in popularity as Amtelco customers have recognized the value accorded to their ideas by the software development team.

For more information on Amtelco’s Innovation Machine, contact Amtelco at 800-356-9148 or info@amtelco.com.