Industry News

July/August 2006

Startel Introduces Its New Central Processing System

Startel Corporation's new central processing system made its debut at the ATSI 2006 conference in Portland, ME.  The system provides a Windows-based solution for smaller call centers seeking more advanced features.  It offers the ability to easily handle complex accounts while easing the agent stress in meeting clients' advanced requirements. 

This new central processing platform offers many of the features found in the CMC platform and is fully upgradeable to this larger scaling system.  The new central processing system utilizes Startel's digital switch.  It  supports paging, faxing, and emailing dispatch methods and is a fully contained system requiring no additional external hardware when connecting to a LAN. 

"I am excited to be announcing this new system that affords the smaller call centers these more advanced features that will allow them to start small and continue to grow their business while easily growing their equipment to accommodate their needs," stated Startel's David Chuchinsky.  "This new platform allows even smaller centers to have the capabilities that before were only affordable to the larger call centers."

For more information, visit Startel's Website at www.startelcorp.com.

Professional Teledata Releases TBS v3.0

Professional Teledata announced the availability of the Total Billing Solution (TBS) Version 3.0.  "This new version incorporates several new features and enhancements in response to requests from both our current users and from market requirements," said Jeff List, Senior Software Engineer for the TBS product line.

Major new features include:

• Items Due Reminder: A "To Do" list generated from Contact Management notes.
• ProfitFinder: Allows users to model the effect of rate adjustments on account profitability and apply changes as desired.
• Email Attachments: Send "billing stuffers" with emailed invoices and statements.
• Enhanced Customer Lookup: Lookup by invoice number, payment, or resource with user-selectable lookup fields.
• Flexible Proration of recurring and periodic rates when starting service, stopping service, or adding a new service to an account.
• Updated Documentation: Online help for any function using the F1 key.

An upgrade to TBS 3.0 is available to all current TBS users at no charge under existing maintenance contracts.  Users will be notified by Professional Teledata when a TBS 3 update is available for their system.

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

Telescan Introduces Spectrum Communications Server

Telescan has released their new Spectrum Communications Server.  Designed to handle the transmission requests for the fax, alpha, and email servers which automate delivery of messages to clients, Spectrum Communications Server will enhance support for Internet paging.

The fax server supports multiple concurrent channels of faxing using standard COM ports and industry standard fax modems.  Real-time visibility is provided for every pending, active, or completed request.

The alpha server, like the fax server, can handle multiple lines concurrently using standard serial com ports and modems.  In addition to the industry standard TAP protocol, the alpha server now supports Internet paging using SNPP (Simple Network Paging Protocol).  SNPP is capable of supporting two way messaging.

The email server allows you to send email messages and to receive email acknowledgements from clients using the industry standard SMTP and POP3 protocols. The email server handles both high-speed cables/DSL as well as dial-up connections to the Internet.

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

CAM-X Convention in Cancun

The Canadian Call Management Association (CAM-X) is going way south of the Canadian border to host its 42^nd Annual Convention and Trade Show in Cancun, Mexico at the Omni Cancun Hotel & Villas, November 14-17, 2006.

Conventioneers will find a schedule allowing plenty of free time to enjoy the warm sun of Cancu , with a mix of quality time for meetings and exhibits and evenings free for networking and enjoying the local scene.  The day prior to the official conference is designated "Vendor Day" and set to feature user group meetings.

The conference theme is "Just say See, Sea, Si" and the agenda includes presentations covering, among other topics: Delivering Excellent Customer Service, Selling to the Next Generation of Clients – How to Land Corporate Accounts, Outsourcing and Multi Lingual Solutions, Niche Marketing, and VoIP.  Conventioneers are advised to bring along their sunglasses, beachwear, and plenty of sun block as they learn what's new and exciting while they take in the beautiful ambiance of Cancun.

For more information, contact Linda Osip at 800-896-1054, Linda@camx.ca or visit www.camx.ca.

Chris Twigg Tapped to Manage TASbill.com

Dixon Johnston, president of DX Corporation, LLC, has announced a change in TASbill.com operations.  "Almost three years ago, I purchased TASbill.com electronic bill printing and mailing service from Chris & Judi Twigg of Broadfield Imaging Corp.,"  Johnston said, "and have recently asked Chris and Judi to manage the business for me.  To many, this change will be a return to an old friend.  To others it will represent a new voice on the phone providing the same personalized service."

Johnston added "Chris has remained close to the business and close to me as a friend.  I greatly value Chris's insight into the TASbill.com business and his understanding of the industry."  Johnston stated that Chris's primary function will be to expand the customer base, whereas Judi will work with existing customers.   

TASbill.com receives uploaded print files from teleservice call centers in order to print and mail statements and invoices via the United States Postal Services (USPS) using approved software to generate postal bar codes.  The USPS gives rate discounts since the envelope routing is automatic. 

For more information, call Dixon Johnston at 336-540-951; Chris Twigg may be reached at 321-951-2273, ext. 107 or info@tasbill.com.

Lisa Rooks Joins Telescan

Telescan has welcomed Lisa Rooks to their Training Department.  In her new position, Trainer and Customer Service Specialist, Lisa will conduct software training and provide telephone support for software related issues.  This new addition is part of Telescan's on-going program to enhance their Training Department in 2006.

Lisa comes to Telescan with an extensive background in customer service and administrative support.  She was formerly a patient advocate for Delta Spinal Care, a group of Chiropractic physicians, based in Clayton, MO.  There, Lisa was instrumental in establishing an office protocol that grew the business from 50 patients to 500.

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

Startel Introduces CMC Training Course

Startel Corporation's first CMC training course was conducted at Startel's headquarters in Irvine, CA on May 8-10, 2006.  Attendees varied from new customers to experienced users; the course provided valuable information to all that attended.

The new CMC training course is intended for management and administration personnel.  It is divided into various sessions that cover basic and advanced CMC functionality, covering Startel's latest platform version (CMC 6.200).  In addition to addressing the basics on each of the CMC modules, specific emphasis was placed on client maintenance, IntelliForm form building, and intelligent dispatching.

The next CMC training class is scheduled for August 7-9, 2006 .  It will be held at Startel's headquarters in Irvine, CA; seating is limited.

If you would like more information regarding the CMC training course or to register, contact Angel Wilkerson at angel.wilkerson@startelcorp.com or call 800-782-7835.

TelePartners Wins Consumers Choice Award

TelePartners, the Canadian division of The AnswerNet Network, is a winner of the 2006 Consumers Choice Gold Award in the category of Telephone Message Center, in the Toronto (Canada) and surrounding area, for the first time ever.  The Consumers Choice Award™ is an initiative of Consumers Choice Institute (USA) and Consumers Choice Institute (Canada).

The Institutes have retained a leading independent research firm to conduct surveys in major US and Canadian cities.  Winners are determined by consumers and not by a panel of judges.  Covering a broad range of categories of interest to the public and business communities, its purpose is to identify those establishments which have been voted, by consumers, as being their choice for service excellence.

"Receiving the Consumers Choice Award is quite an honor for us," said The AnswerNet Network President and Chief Executive Officer Gary A. Pudles. "This accolade is a tribute to our AnswerNet-TelePartners team for the excellent service they provide 24/7 to our clients and to their customers."

For more information, visit www.answernet.com.

CAM-X to Continue Fundraising to Fight Breast Cancer

As part of their 42^nd Annual Convention & Trade Show, CAM-X will hold their third annual Silent Auction.  One hundred percent of the proceeds will go directly to the Canadian Breast Cancer Foundation.  The gala will also include the popular "Shave to Save" feature, where CAM-X members volunteer to shave their heads to raise funds for cancer research.

CAM-X is currently lining up auction items and would appreciate everyone's help in making this fundraiser a resounding success.  Since this will occur at their 42^nd Annual Convention, they plan to raise $42,000 dollars, approximately 20% more than last year. 

Supporters can help them reach their goal by donating goods, services, novelty items, dinners, vacation packages, and so forth.  Items and package descriptions are displayed throughout the convention, with bids closing at the Gala Banquet.  All donations will be gratefully acknowledged in the convention program. 

To donate an item or service, please email camxauction@camx.ca.  Deadline for submissions is September 30, 2006.

Cosmopolitan Medical Earns Certification

The Association of Teleservices International (ATSI) announced that Cosmopolitan Medical Communications has received the Gold 24/7 Call Center Certification Award.  The Certification indicates that Cosmopolitan Medical Communications has met or exceeded high standards in the following areas: business practices; life safety; operations, including normal and emergency procedures; personnel hiring; training; and ongoing evaluations through a peer review program focusing on 99.9% annual run time.

ATSI is an international trade association for the TeleServices industry.  For more information, visit www.atsi.org.

Szeto Releases New Employee Safety Module

Szeto Technologies has released its second generation automatic employee safety monitoring software module.  The Automatic Employee Safety Monitoring (Work Alone Program) software module is a stand-alone messaging function in the voice mail part of VMS4500 call center switch.  It offers safety monitoring of employees who work in unsupervised environments.  The newly released second generation module is interfaced with Call Linx TAS functions.  Plus, statistics are now accessible via the Internet.

"Monitoring for employee safety is not a new concept," explained Charlie Szeto, president of Szeto Technologies.  "Video cameras and electronic doors are already commonly used.  These are, however, passive devices.  They are useful for back tracking.  VMS4500 takes it a step further.  It actively monitors employee safety and automatically initiates escalations, all without human intervention.  It frees up operators time, and gives peace of mind to both employers and employees."

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