Industry News
May 2006

Connections Adds Vendor Literature Section to Website

Connections Magazine has expanded their Website by adding a vendor literature section.  Advertisers in Connections Magazine have submitted brochures and literature so that readers may learn more about their products and services.  Additional vendor and product literature will be added as it is made available. 

The information currently online is from Alston Tascom, Amtelco, CenturiSoft, Professional Teledata, Record / Play Tek, Szeto, Telescan, and XLScheduler.

The direct link for this information is www.connectionsmagazine.com/vendor/lit.

Telescan Releases the Next Generation Messenger

Telescan released the next generation of Spectrum Messenger, the Spectrum Messenger Enterprise Edition.  The new features include desktop monitoring with real-time image recording, private labeling including your company logo, site-licensing, a new look and feel, and improved messaging to address groups and multiple locations.  The Enterprise Edition builds-on features in the original Spectrum Messenger, such as desktop-to-desktop communications, high-encryption to guarantee network security, email support, file transfers, and detailed recorded transactions.

Spectrum Messenger, introduced by Telescan in 2003, is a program for interactive text messaging for business.  It provides secure, encrypted communications across a LAN and the Internet.  Spectrum Messenger can be used with any call center system or as a stand-alone intra-office communication medium.

"The difference between the Spectrum Messenger and other instant messaging programs is that it allows the manager to select who can send and receive messages in a secure environment, and it selectively distributes document files, locally or over the Internet," said Nick Naimo, Telescan's Director of Business Relations. 

To find out more about the Spectrum Messenger Enterprise Edition by Telescan, call 800-770-7662 or visit their Website, www.telescan.net. 

Professional Teledata Expands Training Offerings

Professional Teledata announced new training courses for its users of the PInnacle Telemessaging System. An advanced class in PInnacle setup and operation will be first offered on July 24-26. Topics will include advanced scripting techniques and implementation of new PInnacle features.

In addition, a two day course in the programming and operation of the company's Millennium digital switch will be offered on May 4-5. This course will convene immediately following the annual Professional Inbound Network conference to be held earlier that week. Other scheduled classes are: 

• May 17-19: PI-2000 Basic Administration 

• June 5-7: PI-2000 Advanced Administration

• July 24-26: PInnacle Basic Administration 

All courses are conducted at the company's headquarters in Manchester, NH. 

For registration information contact Karen Black at 800-344-9944 or visit www.professionalteledata.com. 

ATA to Focus on Inbound Legislation

The American Teleservices Association (ATA) is addressing new inbound regulations.  "ATA has been predicting that once issues around outbound telesales were addressed to regulators satisfaction, a new interest around inbound sales, customer service, and technical product support would emerge," said Tim Searcy, ATA CEO. 

OK HB 2783 would enact the Service by an Actual Human Being Act. 

NJ A.B. 2089 provides that "if a telecommunications company utilizes an automated answering system or response system during normal business hours, the company shall have trained company representatives available to respond to customer telephone inquiries and shall inform customers that they may have access to a company representative in lieu of the automated system." 

NJ A.B. 2712 regulates cable companies' inbound call centers.

RI HB 7660 requires cell phone companies to provide direct toll-free numbers "other than automated answering system," document all inquires and record the time spent resolving issues, and "upon resolution of any inquiry or dispute related to billing or service which is resolved in the customers favor, said customer shall be credited on their account one dollar for every minute spent resolving the issue or dispute."

Visit ATA at www.ataconnect.org.

TAS Marketing Offers Disaster Recovery Plan

With natural disasters seemingly becoming increasingly common, TAS Marketing is offering a 24 hour, nationwide "Service Interruption Protection Plan" (SIPP) through AnswerX.  When a call center is down for more than a few days, clients may start looking elsewhere for service.  The SIPP protection program enables teleservice call centers to offer their clients an alternate 800 number in case of natural disasters such as hurricanes, floods, terrorist attacks, or blizzards.

The program allows a protection plan for call centers and their clients if a disaster impacts the call center an extended time.  Since the service is virtual, with over 200 call center agents located nationwide and their switches are redundant and located throughout the country, they are able to answer calls even if segment of the nation is affected by a natural disaster.  There are three plan options to choose from: voice mail announce only, voice mail with message, and live operator answer.

For more information, call TAS Marketing at 800-369-6126 or visit www.answerxalliance.com.

Area Code News

The North American Numbering Plan Administration (NANPA) recently announced area code changes in Georgia, southwestern Ontario, and the areas around Montreal.  In June of 2005, the Georgia Public Service Commission approved an area code overlay for the 706 area code.  A new code of 762 will "overlay" or cover the same geographic area as the 706 area code.  Originally scheduled to go into effect in May, the 10-digit permissive dialing period was extended for select NXX codes to October 3, 2006.  After October 3, all calls within the 706 area code must be dialed using 10 digits.

An overlay of the 519 area code, in southwestern Ontario, was first announced in 2002, but delayed.  The new 438 area code will be implemented, requiring 10-digit dialing by  October 14, 2006.

A final area code overlay of the Quebec 514 area code was previously announced.  The implementation of the new 438 area code has been twice delayed and is now scheduled for later this year; 10-digit dialing will be required by October 28, 2006.  A complete and up-to-date listing of area codes in North America, numerically and geographically, is available at www.connectionsmagazine.com/info/ac-info.html.

For more information, visit NANPA at www.nanpa.com.

Matt Batarse Joins Startel's Customer Service Department

Startel Corporation announced the addition of Matt Batarse to their Customer Service team.  Matt is one of the newest additions to the Customer Service team and will report directly to Sheryl Denny, Vice President of Service.  Matt's primary responsibilities will include planning, training, and implementing new equipment for Startel customers as well as continued education and support for existing Startel users.

"I am blessed to be working with the talented staff at Startel," stated Matt.  "The work environment is great!  It promotes an optimistic outlook for its employees and strives to achieve complete customer satisfaction for our clientele.  Startel provides an innovative product line and I look forward to providing our customers with an experience so outstanding, they can't wait to tell a friend."

"Matt is a great addition to the Customer Support/Training team here at Startel Corporation.  His prior technical and customer service experience will help us continue to provide superior support to all Startel customers," said Sheryl Denny.   

Visit Startel at www.startelcorp.com for more information.

Professional Teledata Expands Support Staff

Professional Teledata announced the expansion of its support staff.  Elaine Senecal has joined the company as a Product Support Specialist.  Elaine has extensive experience in the teleservices industry and has the unique experience of being a Senior Supervisor at the site of Professional Teledata's first installation of its PI-2000, PInnacle's predecessor product.  "Elaine has exactly the experience we were seeking – working with PI-2000 and PInnacle, both as a customer and an industry consultant," said Allen Kalik, president of Professional Teledata.  "Elaine will be a huge asset in assisting new users to implement their new PInnacle System." 

Also joining the company is Dale Goulette, Applications Engineer.  Previously with Sprint and eOn Communications, Dale's primary responsibility will be the on-site installation and programming of system hardware at new PInnacle sites. "Dale's expertise with digital telephone switches is directly applicable to our immediate needs and we look forward to his joining our team." says Dale Schafer, VP of Engineering.

Professional Teledata (www.professionalteledata.com) provides systems and software products for the telemessaging and call center industries.  

Contact Karen Black 800-344-9944 x112 for more information. 

Telescan Introduces Spectrum Information Server

Telescan recently released their latest addition to the Spectrum System, the Spectrum Information Server.  This new program allows the call center's clients access to their text messages, call reports, system usage reports, and on-call schedules over the Internet using a Web browser.

Spectrum Information Server functions in parallel with Spectrum Prism and Spectrum Data Manager, the core elements of the Spectrum System.  Using a restricted password, the call center's clients can access their information online.  They can read or download text messages and manage their own on-call schedules.  It also gives them the ability to view or download detailed call activity reports.

"Telescan is currently developing support for Web-based access to voice-recorded messages, which will be released this year," said Bob Vornberg, Telescan's Director of Product Development.

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

Answer 1 Communications Earns Recertification

The Association of TeleServices International (ATSI) announced that Answer 1 Communications of Phoenix, AZ, has been awarded a renewal 24/7 Gold Certification.  24/7 Gold Certification is an ATSI peer review program focused on a call centers' ability to maintain 99.99 percent annual run-time; the applicant must be tested every three years.  Answer 1 met over 60 requirements in areas including business practices, training, and emergency procedures before receiving the 24/7 Gold Certification.

For more information, visit www.atsi.org or www.answer1.com.

SNUG Elects Mealer To Board

Startel National Users' Group (SNUG) announced that Susan Mealer has been elected to serve as President of the Board for 2006.  Mealer is President of Answering Advantage, LLC a telephone answering and inbound telemarketing Call Center based in Memphis.   Mealer has been an active member of SNUG since 2000.  She has demonstrated service to others through her membership in SNUG.

For more information, visit SNUG at www.teamsnug.com.

ASTAA Announces Convention Location

ASTAA Convention 2006 will be held at the Comfort Inn near BWI Airport in  Baltimore, Maryland on October 16 and October 17.  Donna West is again the program chair and she is planning a power-packed program for managers and supervisors.  Carolyn West Price will be a featured presenter.  There will be good food, plenty of time for socializing, and great learning experiences.

For more information, contact Nell Norris at 800-718-1712 or visit www.astaa.org.

NAEO Announces Officers and Board Members

The National Amtelco Equipment Owners (NAEO) announced that Joseph Miller will serve a one-year term as President of the Board of Directors.  Miller is the President of Checkpoint Communications Company.  Jim Wagner was elected to serve a one-year term as President-Elect.  Wagner is the President of Wagner Communications, Inc. of Danville, KY.   Kelli Harrigan was elected to serve as the Secretary/Treasurer.  Harrigan is the Vice President of Operations of Spectrum Communications.

Newly elected Board members for a three-year term include Joe Adam, Vice President of Operations at ACT Teleservices in Newington, CT; Renee Dunn, VP and General Manager of Professional Answering Service in Charleston, SC; and Ron Waine, Vice President of the Central Region at TigerTel/UTR located in Mississauga, ON.

Go to www.naeo.org for more information on NAEO.

Virtual-Agent Services Opens 15^th North American Location

Virtual-Agent Services (VAS), a customer care service provider, announced that The Village of Hillsborough, New Brunswick, Canada was chosen as the site of the company's newest contact center.  The center will provide 40 to 50 local jobs within its first year of operation.  VAS has opened fifteen centers throughout North America and has expanded its operation to include a contact center location in Milan, Italy.

VAS' distributed workforce concept allows the company to network a series of fully functional transaction centers.  This allows VAS unlimited capacity and reach to an abundant supply of high quality labor while maintaining the economies of scale associated with having one large center.  In an industry where attrition rates average higher than 60%, VAS posts agent turnover rates of less than 15%.

For more information on Virtual-Agent Services, visit www.vagent.com.

Omega Honors Taction for ‘World-Class' Service

The Omega Management Group Corp. announced that 34 companies have qualified to receive its NorthFace ScoreBoard Award^SM.  For the first time, a call center, Taction of Waldoboro, Maine , has qualified for the award.  The award is presented annually to companies who, as rated by their own customers, achieved excellence in customer satisfaction during the prior calendar year.

Omega's methodology measures customer satisfaction levels for all clients on a 5-point scale in such categories as technical support, field service, sales process, customer service, product quality, account management, and training.  The award winners are companies who achieved a 4.0 or above out of a possible 5.0 score in any category measured. 

For more information, visit www.omegascoreboard.com or call 978-256-3331; Taction's Website is www.taction.com.

InfoCision Names New Vice President

InfoCision Management Corporation announced the promotion of Nate Drushell to Vice President of Marketing.  The Copley, OH resident was previously Director of Marketing in the company's nonprofit division.  Drushell is credited with exceeding 2005 sales goals and leading the nonprofit division to expand the client base as well as helping to oversee the Christian division.  Drushell joined InfoCision as an account representative in 1997.

Senior Vice President of Marketing Ken Dawson said Drushell worked hard to earn the promotion.  "Nate has excelled at every level on the marketing staff and is very well respected by his peers, coworkers and clients," said Dawson.

For more information, visit InfoCision's Website at www.infocision.com.