Call Center Industry News

September 2006

Amtelco Announces Disaster Planning Tools

Amtelco announced several options to keep call centers up and running.  These options include both on-premise and hosted solutions. 

Infinity Virtual Solutions: Amtelco can provide a hosted Microsoft Virtual Server to host a call center's SQL server and Infinity Intelligent series server.  This solution is installed on a cluster of servers at Amtelco's secure hosted facility providing 100% uptime by automatically activating an alternate server if the primary server fails.  Amtelco handles Windows patches, Infinity updates, data backup, and 24/7 monitoring. 

Infinity Emergency Access: provides an Infinity server at a secure site that supplies the call center service within minutes.  Call centers can access the back-up Infinity accounts via the Internet.  A block of toll-free 800 numbers is included. 

Securing Your Infinity Data with Infinity Back-up Operator: allows data from the Infinity server to be exported over the network to a Microsoft Access database on each operator's desktop computer or on a central file server. 

Infinity Back-up Server: The Infinity database can be backed up to another Infinity server, providing the ability to have a live stand-by Infinity server in place with a current database.

Contact Amtelco at 800-356-9148, 608-838-4194. 

Telescan Welcomes Craig Hegel; Tasked to Develop New Axon Solutions

Telescan recently announced the addition of Craig Hegel to its staff.  Craig joined Telescan as its new Technical Support Specialist.  An experienced system engineer, Craig brings a wealth of hardware and software diagnostic skills to his new position.  He has provided systems solutions for a number of prominent St. Louis companies including Barron Communications, Habanero, and Anheuser-Busch.

In his new position, Craig will be developing new adjustments to the Axon platform. He will help Axon customers find new updating solutions.  Telescan's target date for completion of the new Axon solutions is January 2007.

To find out more about Spectrum by Telescan, call 800-770-7662.

OnviSource Concludes Acquisition of CadCom, Davacord, and Business Solutions

Earlier this year, OnviSource, Inc. completed the final phase of its acquisition of CadCom Telesystems, Davacord, and Business Solutions.  The combined entity is now doing business under the name OnviSource and has begun re-branding initiatives focused on communicating the new company's expanded capabilities and the introduction of new products and outsourcing services.

"OnviSource recognized a demand in the marketplace for a highly-affordable, software-based suite of integrated products and outsourcing services that address the fundamental needs of contact centers," said OnviSource Chairman and CEO, Ray S. Naeini.  "Each company has an extremely loyal and supportive customer base.  Our goal is to provide assurance in our continued support and commitment to our customer base and existing market segments while introducing new technologies and outsourcing services not previously available through the subsidiary companies."  

"OnviSource possesses much stronger financial and operational assets, including a broader set of resources in engineering, operations and customer support, all dedicated to providing our customers with better products and innovative services," explained Mr. Naeini.

OnviSource Inc. is a Delaware Corporation headquartered in Dallas, Texas with Operations Centers in Oklahoma.

Verint Announces Acquisition of Mercom Systems

Verint Systems Inc., a provider of analytic software-based solutions for security and business intelligence, announced the acquisition of Mercom Systems, Inc., a privately-held provider of interaction recording and performance evaluation solutions for small-to-midsize enterprises with contacts centers.  Mercom has approximately 60 employees and is headquartered in Lyndhurst, NJ.

This acquisition will enable Verint to more effectively bring actionable intelligence to the growing small-to-midsize enterprise contact center market, using Mercom's experience in developing, packaging, and delivering solutions to this market's requirements.  Through its global base of resellers, Mercom distributes its recording and performance evaluation solutions to contact centers across a wide range of customers.

"We believe that there is growing demand for analytical solutions that can help drive operational effectiveness in the small-to-midsize enterprise market," said Dan Bodner, President and CEO of Verint Systems.  "The Mercom team has a strong track record in this growing market and we look forward to providing our combined global channels with an expanded portfolio of value-added analytical solutions."

Professional Teledata Releases Folio Reports for PI/PInnacle

Professional Teledata released Folio Reports for users of their PI-2000 and PInnacle Telemessaging systems.  A Folio Report is a flexible documentation tool used to present account information to clients.  Folio Reports is being provided at no charge to PI-2000 and PInnacle sites under Professional Teledata's standard support agreement.  Based on Crystal Reports, the product allows for easy selection, display, and output of settings and entries including:

• Account configuration and settings (time zone, colors, etc.)
• Script utilized for generating message ticket
• Screen shots of script pages
• Account specific Help topics
• Client instructions
• Contact information
• On call information
• Answer phrase

Information can be output to a screen, local printer, remote fax, or an email address.  "Maintaining and conveying current account information is often a neglected task in many call centers," said Alan Hartmann, product developer.  "Folio Reports accurately reflects stored account setup information and can be easily reviewed by the client on a periodic basis."

Professional Teledata provides systems and software products for the telemessaging and call center industries.  Contact Karen Black at 800-344-9944 x112 for more information.

Area Code Changes

The North American Numbering Plan Administration announced several recent developments regarding area codes:

An area code overlay is in progress in northern Illinois, currently covered by area code 815.  Once implemented, 10 digit dialing will be required for all phone calls.  Ten-digit dialing commenced on August 19 ("permissive") and will be required by February 17, 2007 ("mandatory").  The new overlay area code will be 779.

An overlay for the 706 area code in Georgia is also currently in the permissive dialing phase.  The permissive dialing time has been extended until October 3, after which time 10-digit dialing will be mandatory.

In Canada, schedule changes were made to plans relating to the 613 and 819 area codes, eventually requiring "ten-digit dialing for all local calls, from, to and within area codes 613 and 819."  Ten-digit dialing is currently in the permissive, or optional phase, lasting until October 21, as which time, 10-digit dialing will be required for all of the above calls.

Telescan Releases New Scripting Feature

Telescan released a new scripting feature as part of its Spectrum operating system for telemessaging and call center environments.  This new capability is fully integrated into Telescan's Spectrum system, using the foundation of the system's existing functions.

The new scripting feature makes developing of scripts for Spectrum easier for non-programming personnel.  The script designer is a visual interface employing a "drag-and-drop" approach for the creation of prompts and data entry fields.  The definition of decision logic within a script is facilitated by an interactive approach that simplifies the design process.

In addition to the basic scripting functions, Spectrum by Telescan has been enhanced to support the storage and retrieval of all captured information within an SQL database, allowing the creation of custom reports by the system's owner.

To find out more about Spectrum by Telescan, call 800-770-7662.

Amtelco Releases On-line Client Management Intelligence

Amtelco announced the release of the on-line Client Management Intelligence (CMI).  Call centers can use CMI to keep track of communication with clients and prospects and to establish a system of measuring, monitoring, and increasing client satisfaction.  One of the major advantages are the collaborative elements, which allow on-line viewing and scheduling client contact activities for call center staff and provide easy access to phone calls and email messages sent to clients.

With CMI, clients can access their data at anytime through a Web interface.  The real-time reporting tools allow clients to see the recorded and scheduled activities, the call history, the call history of a specific operator or time, and the recorded email history.  As an interaction with a client is completed, it can be easily recorded as completed.  CMI can send scheduled activities to an Outlook calendar.  When an appointment is scheduled, an email message will be sent to the appropriate person.  The Outlook calendar creates a pop-up reminder of the scheduled activity.

For more information, contact Amtelco at 800-356-9148 or info@amtelco.com.

ATSI Elects Officers & Directors

The Association of TeleServices International, Inc. (ATSI) Board of Directors elected officers to serve for one-year terms through June 2007.  Raymond P. Shaw, Jr., Business and Professional Exchange, Inc, Beverly, MA will serve as ATSI's President.  Allan Fromm, Anser Services, Green Bay, WI, President-Elect; Dennis O'Hara, Associated Call Centers, Levittown, PA, Vice President-Treasurer; and Jonathon Pierce, Prestige Medical Telephone Answering Service, Riverdale, GA, Vice President-Secretary.

Board members elected for two-year terms ending in June 2008 were Christopher R. Bell, Medcom Professional Services, Levittown, PA and Dennis O'Hara, Associated Call Centers, Levittown, PA.   Newly appointed board members are Richard Bensman, Corporate Message Services, Inc., Savannah, GA, representing PIN and Michelle Weiss, Cosmopolitan Medical Communications, Phoenix, AZ, representing SNUG.

Continuing board members include Marcy Hewlett, A Better Connection, Phoenix, AZ (WSTA); Jannemieke Keener, Keener Communications, Glen Allen, VA (ASTAA); Michael Leibowitz, Call Experts, Charleston, SC; Tim Neville, Optimum Information Services, Alexandria, VA (TUNe); Gary Pudles, AnswerNet Network, Princeton, NJ (GLTSA); John Robinson, Answering Service, Inc., Southfield, MI; Joni Sadowske, Physicians & Surgeons Exchange, Wichita, KS (SATAS); and, Judy Vincent, A Quality Answering Service, Hudson, FL (OEO).

ASTAA Announces Conference Agenda

The ASTAA Manager/Supervisor Conference at the Comfort Inn near BWI Airport in Baltimore, MD on October 16-17, 2006 will highlight Carolyn West Price of Impact Marketing.  She will present "Antennas Aren't Just For Martians" and "Networking 202."  Other topics of interest include "Certification," "Working Remotely and Managing the Remote Agent." 

There will also be sessions on customer service, supervisor DVD, attendance policies, and other areas of interest to managers and supervisors.  Information about the ATSI Award of Excellence will also be included.

STA-TUNe to Co-Locate in Nashville

The Telescan User Network (TUNe) and Southern Telemessaging Association (STA) will meet in cooperation in Nashville, TN, October 2006.  The TUNe annual meeting will take place October 26-27 and the STA meeting will follow on October 28-29.  There will be a joint reception for both groups on Friday October 27^th hosted by Telescan, LLC.  The TUNe meeting is open to all current Telescan Users or prospective users of the Telescan System and the STA meeting is open to all telemessaging companies.

For more information, contact Dan L'Heureux at 800-475-0857.

ACT Teleservices Earns Certification Renewal

ACT Teleservices has re-qualified for their second Gold 24/7 Call Center Certification Award; they originally qualified May 2003.  The certification is provided through the Association of Teleservices International (ATSI).

The certification indicates that ACT Teleservices 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.

TeamSNUG Awards Presidents Scholarships

The fourth annual Startel National Users Group (SNUG) President's Scholarships were announced by Committee Chair Beth Cooper.  This scholarship fund was initiated by SNUG past-presidents and receives ongoing funding through the education committee to award financial aid to employees of SNUG members attending a school of higher education. 

The most recent awardees are:

• Megan Parrott; AnswerQuick, Louisville TN

• Cheryl Sears; Rochester Telemessaging Center, Rochester Hills, MI

• Johnny Prado; Cosmopolitan Medical Messaging, Phoenix, AZ

TeamSNUG is a proactive group of industry leaders working together to offer educational services to the industry as well as platform specific training to users of the Startel Platform.   

For more information about SNUG, call 800-317-8529.

GLTSA and PInnacle/PI Group to Co-Locate in Chicago

The Great Lakes Telemessaging Services Association (GLTSA) and the PInnacle / PI Users Network (PIN) will have their fall meeting in Oakbrook IL at the Wyndham Drake Hotel.  

PIN will be meeting Sunday, September 10 and Monday, September 11.  GLTSA will have a welcome reception Monday evening and meet on Tuesday, September 12 and Wednesday, September 13.  Members and non-members are welcome.

For more information, contact Dan L'Heureux at 888-712-9396.

PIN Schedules Meeting; Appoints Executive Director

John Freire, newly elected President of Professional Inbound Network (PIN), announced the group will hold its semi-annual meeting on September 10-11, in Oak Brook, IL immediately preceding the GLTSA annual meeting September 12-13.  "While past meetings in Professional Teledata's home city of Manchester, NH have had the advantage of maximized participation by our vendor, it was determined that a different location would hopefully attract those users with a more limited travel budget," said Freire.  "Chicago, being such a great transportation hub, was a natural choice for our organization seeking to increase participation."

Freire also announced the appointment of Dan L'Heureux as the new Executive Director of PIN.  "Dan has a long history of organizing and conducting successful user group meetings for the telemessaging industry.  We look forward to working with him and utilizing his extensive experience to further the goals of our group."  John praised the efforts of outgoing Executive Director Elaine Senecal.  He pointed out that since Elaine is now an employee of Professional Teledata, a re-organization was necessary for PIN to maintain its independent status.

AnswerNet Acquires Airpage, Expands into Montana

The AnswerNet Network has acquired Airpage/Big Sky Beeper, a contact center, help desk, telemessaging, and paging firm with operations in Billings and Helena, Montana.  The transaction gives The AnswerNet Network additional capacity.  The company now has 55 contact centers in North America.

Airpage/Big Sky Beeper is now known as AnswerNet-Billings, where the local management is based.  The Airpage purchase bolsters AnswerNet's presence in the West.  AnswerNet has been serving the Western U.S. market with contact centers in Arizona, Colorado, and California.

ATSI Introduces Marketing Tool Kit

The Association of TeleServices International (ATSI) introduced its latest member benefit, the ATSI Marketing Toolkit, at the 2006 Convention and Expo.  The ATSI Marketing Toolkit is designed to provide users with effective marketing options and strategies.  It includes proven materials that, when put to use, can provide growth in the user's business.

The Toolkit includes templates for postcards and new leads direct mailers, general and seasonal ads for newspapers and magazines, presentation folders with customized sales sheets, incentive coupons, general sales brochures, bill stuffers to encourage referrals, news releases, outbound telemarketing sales scripts, email cards and other Internet friendly forms of direct sales tools.

These templates are created to target the most common industry customers and professions including healthcare providers, lawyers, property management/real estate companies, funeral homes, HVAC, small office/home office and many others.

The templates in the toolkit can be customized by the user or printer to meet the specific needs of the users and promote their firms' services.  Specially discounted pre-release orders are being taken now.  

TMP Direct Launches New Web Site

TMP Direct, a call center provider of customer acquisition and retention services has launched its new website, www.tmpwdirect.com.  The site provides information for both prospective and existing users of call center outsourcing.  Those considering outsourcing call center and/or fulfillment functions can find information and answers to questions about the strategy.  Companies who already outsource these services can consider resources about finding a new partner.  The site also includes case studies highlighting creative solutions for a wide variety of challenges faced by national brand marketers.

For 20 years, TMP Direct has provided inbound and outbound customer care, literature fulfillment, sales lead generation, email management, and marketing research services to support their clients' advertising, marketing, sales, and customer care needs.

Robertshaw Appoints New Operations Director

Jane Dorosh has been appointed to the new position of Director of Operations for Robertshaw Communications.  Jane will manage operations for the Robertshaw's 18 telemessaging call centers located throughout the United States.  Jane has a strong teleservices industry background.  She owned a telecommunications consulting business and had also been general manager of Robertshaw's Townline TAS, based in New Britain, Connecticut.

"Jane is a tremendous asset to our company," said Robertshaw Communications president Bill Robertshaw.  "She knows our operations, and with her experience, she can facilitate our growth and customer focus."