Indutsry News
March 2006

New Article Website Launched

Peter DeHaan Publishing, Inc, publisher of Connections Magazine and AnswerStat magazine, launched a new Website, "My Article Archive."  The new site features articles of a general nature that have widespread application and appeal.  "Each month we receive many excellent articles that we can't fit into our print magazines," stated the Website's creator, Peter DeHaan.  "Sometimes, we just don't have enough room and other times the content, which is valuable and well-written, is broader than the specific focus of our magazines.  Developing a Website to showcase this work seemed to be an excellent solution."

The article Website already contains over 100 articles, with new articles being added weekly.  Topics include: Business, Communications, Customer service, Financial, Humor, Internet, Leadership, Legal, Management, Marketing, Sales, and Self-Improvement.  Several of the articles have been written by authors whose work has appeared in Connections Magazine and AnswerStat magazine.

Visit www.MyArticleArchive.com to read articles posted and for more information.

Telescan Adds XLScheduler Interface

Telescan has added a new tool to their Spectrum Data Manager that will enable users to easily interface with XLScheduler.  XLScheduler is a popular third party workforce management program.  This report generator combines the raw data from the periodic summary and call record analysis reports.

This interface tool will help Telescan users improve schedule forecasting, help manage staff hours and shift coverage, and assist with short and long-term resource planning.  In addition to scheduling, XLScheduler can provide two advanced report tool add-ins for call traffic statistics and operator performance and availability.

To find out more, call 800-770-7662 or go to www.telescan.net.

Szeto Enhances Call Linx with "External Database Edit"

Call Linx users can now share more than their own appointment booking and on call scheduling software with their clients.  They can team up with their clients to co-maintain their clients' database.

Early this year, Szeto Technologies added integrated "External Database Edit" functions to its Call Linx TAS System.  In addition to "access" and "look up," Call Linx users can now do modifications directly, without compromising security.

When incorporated with Linx Script "branching," the external database can automatically be modified during the script branching process.  The database can also serve as a powerful "navigator" in the call script.  This is a great tool in servicing businesses with large databases that require many updates and changes.

For more information, contact Szeto at 514-421-3737, info@szeto.ca, or visit www.szeto.ca.

Drug Free America Thanks Alston Tascom

Drug Free America recently thanked Alston Tascom for its support of the play, The Best Christmas Pageant Ever.  Ms. Lar'Juanette Williams, Director of Optasia Productions, said, "Your support and generosity not only assisted us in internal communications, but gave us a reason to present two additional public performances.  Without the support of Alston Tascom and others, Optasia Productions Children's Theater and Drug Free America, Inc. would not exist.  Also, your representative, Steve Mitchell, did a wonderful job playing Reverend Hopkins.  It is fantastic that your support included allowing Steve to participate." 

The Best Christmas Pageant Ever is a modified play promoting a drug and alcohol free lifestyle.  The play depicts the drug and alcohol problem in children and teens and the advantages of remaining drug free.

Drug Free America, Inc. stated that this was the best response they have had to any of their Knoxville, TN programs.  "Our message of a drug free America was presented in a fun and entertaining way to young people and their parents.  Alston Tascom was instrumental in making this happen."

For more information about Optasia Productions and Drug Free America, call 865-973-4644.  Alston Tascom can be reached at 909-548-7300, info@alstontascom.com, or www.alstontascom.com.

Mercom Releases Version 2.0 of Mercom Interaction Quality

Mercom Systems, Inc. released version 2.0 of Mercom Interaction Quality™ (MIQ).  Mercom's MIQ software is a browser-based call evaluation and quality monitoring system which advances the correlation of quality and productivity metrics in the contact center.   New features in MIQ 2.0 include a quality key performance indicator report, performance dashboard, error analysis reporting, and enhanced calibration function and reporting

"The enhancements we've made to MIQ version 2.0 demonstrate our continued commitment to providing the best tools for our customers" said Avi Margolin, president and CEO of Mercom.  "MIQ has always been a strong, popular product for us, and by adding these new intuitive features for performance management, we feel it will bring more value to the marketplace and that our customers will be very pleased with the results."

Mercom Systems provides multimedia recording and evaluation tools for contact centers.  Mercom's contact center products help clients retain customers and employees, reduce interaction handling time, enhance employee skill sets, increase revenue, and minimize training costs. 

For more information about Mercom, visit www.verint.com.

Startel Reorganizes Customer Care Department

Startel Corporation announced the reorganization of their Customer Care Department.  Margaret Lally has been promoted to Director of Support and will be overseeing the technical support organization.  Margaret will be reporting directly to Sheryl Denny, Vice President of Service.  To further enhance Customer Care, Startel welcomes the addition of Bernadette Yaghi as the new Customer Care Manager.

Startel has also added a technical support email address for non-emergency customer care questions or requests.  Customers can now email the technical support department at techsupport@startelcorp.com.  "We believe that this will allow our customers to more efficiently submit Non-Emergency requests with detailed information and screen captures to help better describe the scenario in question," said Sheryl Denny.

"Startel's mission is to be a customer-focused company that delivers innovative solutions with the highest quality products and service," states David Chuchinsky, President of Startel Corporation.  "This is one more step to help us to achieve our mission."

Startel is headquartered in Irvine, California.  Startel provides integrated voice, data, and networking solutions for call center facilities.

Visit Startel's Website at www.startelcorp.com.

RED Alert Receives "Product of the Year" Award

Amtelco announced that its RED (Rapid Emergency Deployment) Alert system has received the 2005 "Product of the Year" Award from Technology Marketing Corporation. "We are pleased that RED Alert was selected as the Product of the Year," said Tom Curtin, Amtelco President.  "RED Alert offers an innovative and comprehensive package for handling everything from staffing shortages, to emergency situations, and even routine meeting reminders."

RED Alert is a notification system for call centers and their clients' business continuity needs.  It offers a number of methods for quickly contacting personnel to meet a wide variety of specific disaster and event notification needs:

• Helps call centers and their clients react quickly to emergencies, disasters, outages, threats, severe weather, urgent meetings, and alarms.

• Send alerts via pager, email, mobile phone, home phone, or SMS device.

• Scheduled notifications for meetings, recalls, and staff shortages.

• Monitor progress in real time.

• Supports conferencing and recording using Amtelco's Conference Bridge.

• Available as a hosted or purchased solution.

• Can be implemented with any major telephony system.

For more information on RED Alert, call 800-380-7345, email redalert@amtelco.com, or visit www.redalertsystem.com 

Telescan Introduces Remote Support

Telescan released their new Spectrum Remote Support program.  This new tool allows Telescan's support specialists to connect directly to their users' computer and take full control of the computer over the phone to make a necessary repair.  When the repair is completed and the call is ended, control of the computer is restored instantly to the user.  Since there is nothing to uninstall on their end, the user can resume full functioning immediately.

Telescan's Spectrum Remote Support requires no downloading of software and no complicated installation.  However, unlike similar expensive programs, Spectrum Remote Support is included in Telescan's Customer Support Program.

"Our new Spectrum Remote Support is part of our continuing effort to maintain the highest level of customer support possible," said Roger Young, Telescan's President. "This first-hand style of customer care helps eliminate misunderstandings that can occur with phone support.  We can also use this program to educate our users and walk someone through a particular process.  It works just like having a technician onsite showing the process in person."

To find out more, call 800-770-7662 or go to www.telescan.net.

ATA Supports FTC's Enforcement Efforts

In response to the FTC's announcement of their settlement with DirecTV, the ATA (American Teleservices Association) has announced its enthusiastic support of the Commission's decision to its members and media partners.

"The ATA supports the FTC in their efforts to enforce the guidelines in place for the teleservices industry," said ATA CEO, Tim Searcy.  The ATA encourages its members to review their practices and procedures to ensure they are in compliance with the FTC's regulations.

"The ATA is glad to see the FTC showed restraint with this enforcement.  The settlement allows DirecTV to move on and conduct business that is compliant.  ATA has been encouraging much greater enforcement and we are pleased with the FTC's actions today," said Mr. Searcy.

"It's not about breaking the rules or finding a way to get around them.  It's about understanding the rules so that your company can be in compliance," said ATA's Manager of Government Affairs, Zachary Rice.

The ATA hosts several Compliance Seminars throughout the year.  The goal is to educate attendees about the details of regulations and how they can ensure that their companies are not targeted for actions.

For more information, visit www.ataconnect.org.

CAM-X Support for Breast Cancer Research Continues Strong

Last year, CAM-X raised $20,000 in support of breast cancer research.  This year, that number was significantly surpassed.  With the support of both CAM-X members and CAM-X vendors, the association was able to raise over $33,000 in support of this cause.

The silent auction for breast cancer research was such a success last year that it was decided to maintain the same format at the 2005 tradeshow and conference.  A wide variety of items were donated.  They included two nights accommodation at the prestigious Wentworth Mansion in Charleston, SC; spa packages; IPODs; a weekend at Jay Peak ski resort; one week at Holimont Ski Resort in Ellicottville, NY; cottage retreats; and golf packages.

"CAM-X continues to raise the bar and our members continue to surpass.  I am so proud, but not surprised, to have surpassed last year's accomplishment.  Our members are generous and big hearted." said CAM-X Executive Director Linda Osip.

For more information about CAM-X, visit www.camx.ca.  For more information about the Canadian Breast Cancer Foundation (CBCF), go to www.cbcf.org.

InfoCision Opens New Call Center; 250 Jobs Slated

InfoCision Management Corporation held a grand opening celebration at its newest location in Riverside, OH.  The expansion of the Akron-based company will bring 250 new jobs to the Dayton area. 

Riverside Mayor, Kenneth Curp, said he is thrilled to welcome a new company to the city.  "This is an important development not only for Riverside, but for Montgomery County ," he said.  "We need jobs in this region more than ever and I am very enthusiastic about the beginning of a long partnership with InfoCision."

InfoCision Senior Vice President of Corporate Affairs, Steve Brubaker, said locating a volunteer recruitment and a commercial call center in the area has already proven to be the right decision.  "We have had amazing success here already," said Brubaker.  "The employees here are ready to work, show enthusiasm, and demonstrate an immediate grasp of the high quality standards that we promise to our clients." 

InfoCision Management Corporation provides inbound and outbound marketing for nonprofit, religious, and political organizations and operates 26 call centers at 15 locations.  Visit them at www.infocision.com.

ASTAA Update

ASTAA (the Atlantic States Telephone Answering Association) announced its officers for 2005-2006.  The President is Gordon Mott of MainLine Telecommunications; Vice President, Chuck Boyce of  Appletree Answering Service; Secretary, Rita Wanner of Professional Services; and Treasurer, Doug Robbins of Teleplex, Inc.

ASTAA's 2006 convention will be held October 16-18.  It will again be a manager's/supervisor's conference with hands-on activities and informative and interesting subjects.  There will be ample opportunity for networking and visiting with vendors for the latest in supplies and equipment.  It will be held at the Comfort Inn near BWI Airport in Baltimore, Maryland.

Visit www.astaa.org for more information or call 800-718-1712.

Connections Call Center Wins Ethics Award

Connections Call Center was awarded the prestigious Tom Ryan Award for Ethics, Integrity, and Quality Above All at the Canadian Call Management Association (CAM-X) Annual Conference in Kananaskis, AB December 2, 2006.  The selection committee, composed of business and community leaders, chose Lillian (Lil) Lyle in recognition of the dedication to ethical business practices, a progressive working environment, contributions to the business community, volunteerism, and community events.

"We are thrilled," said Lil Lyle, "Being recognized for such a prestigious award is an incredible honor." Lil, along with her daughter, Trish Brown, volunteer with Big Brothers/Big Sisters, Squamish Minor Hockey, Squamish Humanity Village (a group formed to adopt a village in Sri Lanka devastated from the tsunami in 2004), The Test of Metal Mountain Bike Race, The Gearjammer Bike Race, and Grad Committees.

The judges evaluate applicants based on their ongoing commitment to the delivery of quality service without sacrificing the working environment, ongoing customer services initiatives, and community involvement. 

For more information on CAM-X, a Canadian-based trade association for the Call Management industry, visit www.camx.ca.

PDL Mobility and Call Centers Expands to Cornwall, Ontario

PDL recently expanded its operations to include a state-of-the-art call center in Cornwall, Ontario.  "The team at PDL has a goal and focus to improve customer service, and the value of doing businesses with us," said Desiree Bombenon, President and COO for PDL.  "We've been diligently working towards growth and expansion and the market is demanding that we move forward.  Our company needs to expand to meet the needs of our growing client base."

Bombenon added that expansion is intended to increase the number of agents taking customer calls and keep up with the demand for bilingual call center agents.  "The Cornwall expansion allows PDL to offer a fully functional back-up center for disaster recovery purposes as well as adding to our ability to handle peak call flow periods.  The well established bilingual component of the area is also a valuable asset to the organization," Bombenon concluded.

For more information about PDL Mobility and Call Centres, visit www.pdlmobility.com or call 800-463-7243.

AnswerNet Acquires Unicall, Expands Outbound Market

The AnswerNet Network, a provider of outsourced contact center and telemessaging services, has acquired the assets of Unicall International, Inc., an outbound and inbound contact center outsourcer based in Fairlawn, OH.  Unicall will continue to operate as part of the AnswerNet Network's growing 54-site outsourcing business.  Unicall President and founder, Ben Harris, joins AnswerNet in the role of Corporate Operations Manager, focusing on outbound services and process development.

The addition of Unicall continues AnswerNet's expansion in the outbound teleservices market.  "Adding Unicall to our company further strengthens the AnswerNet Outbound Group and provides us with a very well respected and seasoned senior executive to support our growing client base," said Gary A. Pudles, AnswerNet's President and CEO.  "Ben's experience in managing fast growing telemarketing businesses will help The AnswerNet Outbound Group's focus on quality service delivery and process development during this exciting time in our company's history."

The AnswerNet Network's Website is www.answernet.com.