Industry News

October 2006

Telescan Positions for the Future

Telescan announced the retirement of Robert Riggs, Jr., setting in motion a series of moves that will strengthen Telescan for the future.  The announcement was made on August 31, 2006 by Roger Young, Telescan's President.  Nicholas J. Naimo will assume Riggs duties as General Manager.

Telescan also welcomes their two newest members, Lisa Rooks as Trainer and Customer Service Specialist and Craig Hegel as Technical Support Specialist.  In addition, Telescan announced that they have renewed their contract with Carin Shulusky of Marketing Alliance, to continue to provide marketing programs to Telescan and their network.

"We have positioned our company around a talented and highly respected team of industry specialists," said Roger Young. "We believe we are better positioned than ever for the future of the telemessaging industry."

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

Professional Teledata Makes 2-Way Emailing Available  

Professional Teledata announced the availability of two-way email communications on their PInnacle Telemessaging System.  Agents can send emails to desktops, cell phones, personal digital assistants (PDAs), or any device capable of receiving emails.  Recipients may reply with instructions or any other communication back to the agent.  The contents of the replies are automatically linked to the original transmission to facilitate further communications and to act as an audit trail.

Jim Graham, vice-president of software development, added that initial email communications may be accepted by the PInnacle system.  He cites the example of a malfunctioning piece of self-monitoring equipment automatically generating an email and, based upon its content, an agent contacting the appropriate on-call individual to address the problem.  "The advantages to clients are numerous and varied and create new markets and applications for the call center." 

The two-way emailing capabilities are being made available currently to all PInnacle users at no charge as part of their standard support package. 

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

Szeto's Call Linx Gets Facelift; Details at ASTAA

To take advantage of the new features in the Linux Operating System, Szeto Technologies has optimized the graphics interface of the Call Linx TAS System.  Call Linx system screens have now been completely revamped. 

• Window definitions are sharper and text appearance is crisper 
• Color highlights are distinctly noticeable, but continue to be pleasant to the eyes 
• Function buttons are elevated and their labels are markedly clear 
• Event reminders, be it a pop-up window or a flash of an icon, gently but steadfastly grab the user's attention 

According to Szeto's founder, Charlie Szeto, this enhancement increases system user-friendliness and further reduces training time and effort.  Every detail in the Call Answer Screen is so clearly labeled and strategically positioned that new call center agents can practically train themselves.  On the product development side, the Szeto engineering team has already begun to take advantage of this display enhancement when implementing new features into Call Linx's Order Entry Module.  Szeto Technologies will be exhibiting these new features at the ASTAA Convention, Baltimore, MD, October 16-17.

Product inquiries can be directed to charles@szeto.ca or by calling 888-421-3737. 

Amtelco Announces Gary Kerner as National Sales Manager

Amtelco announced that Gary Kerner is being promoted to national sales manager, effective August 31, 2006.  Kevin Ryan is retiring as national sales manager to pursue his other career as owner of a call center.  Kevin said, "I have had twenty-one great years with Amtelco, and it has been my pleasure to have worked with so many terrific people in this industry.  My wife and I recently started up an answering service here in our hometown of Austin, Texas.  I'll be putting my time and energy into growing that business.  I look forward to being your colleague in this incredible business."

Gary Kerner owned his own telephone-answering service from 1982 to 1999.  Previously, he was an Amtelco trainer and installer, visiting well over 200 sites on behalf of Amtelco.  In 2001, Gary joined the Amtelco sales team, covering the southern and mid-Atlantic states.  His extensive knowledge of Amtelco systems and the industry brings a strong dynamic and asset to the customer base.

For more information Amtelco, contact Amtelco at 800-356-9148 or visit http://callcenter.amtelco.com.

Telescan Introduces RSS Feed for Messages

Telescan's new RSS technology, a part of the Spectrum Information Server, sets a new standard for the telemessaging industry.  The RSS feed allows instant client notification of messages.  When a client has a message, he can be notified through his choice of PDA, Internet, or cell phone.  This new technology will reduce or eliminate the need for faxing and emailing messages.

"Telescan is continuing to find new ways to use our technology to help telemessaging companies serve their clients better," said Bob Vornberg, Telescan's director of product development.  "We want to make it as fast and easy as possible to get critical messages to the clients."

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

Quintum^® Debuts Survivable Versions of Tenor^® VoIP Switches

Quintum Technologies debuted a "survivable" version of its Tenor VoIP MultiPath Switch.  It will provide local support for a branch office IP telephony network when IP connectivity with the voice server at the main location is lost.  This helps assure business continuity in remote locations.  The new Survivable Tenor S is a complete solution that will be the only device needed in the branch office to support all legacy equipment, local PSTN connectivity, and survivability of the local IP telephony network. 

The new Survivable Tenor S contains a local SIP proxy that provides survivability for local SIP endpoints and intelligent call routing to keep any SIP-based VoIP network up and running if connectivity with the main proxy server is lost.  Without the server connectivity, IP phones would not be able to operate.  In event of an IP failure, the new Survivable Tenor S keeps the local IP telephony phone network operational, regardless of what happens on the wide area network.  Combined with PSTN failover capabilities, this feature makes Tenor switches even more reliable.

For more information, call 877-773-2547. 

CAM-X Early Registration Set Record

Record-breaking Early Bird Registration numbers indicate Cancun, Mexico to be a really big hit with CAM-X members in both Canada and the United States as delegates from both sides of the border prepare to head south in November for the CAM-X 42^nd Annual Convention & Trade Show.

The Early Bird drawing of a free upgrade to a Junior Suite at the beautiful Omni Cancun Hotel & Villas went to Marci Imes of Advantage Answering Plus of San Luis Obispo, California.   

"Both the destination, as well as the must-see line up of presenters hailing from across Canada, the U.S., Great Britain, and the Netherlands, have created an international buzz that has driven the early rush to register," says convention chair Michael Leibowitz.  "Coupled with the fabulous Omni Cancun Hotel & Villas property and the exceptional all-inclusive pricing the committee was able to secure, this offers an exceptional deal that conventioneers are jumping on," he added. 

The convention will be held November 14-17, 2006 with a preconference "Vendor Day" on November 13.

For more information, go to www.camx.ca or call 800-896-1054.

ATSI Creates Promotional Media

The Association of TeleServices International (ATSI) has created several promotional media pieces for the teleservices industry.  The pieces are designed to promote the reliable service the small call center and telemessaging industry provides.

These humorous 30-second spots may be customized with individual company logos and information and are suitable for a variety of uses.  They can be run as television commercials, viewed on Websites, sent as e-cards, shown in trade show booths, or used when speaking to groups.  Combined with ATSI's industry informational Spotlight On: Communications, these promotional pieces present a great introduction to the role the industry plays in the business and public communities.

ATSI can be contacted at 866-896-ATSI or on the Web at www.atsi.org.

STA to Host Additional Inspired Performance Seminars

Following the success of its July Inspired Performance Seminars in Atlanta, the Southern Telemessaging Association (STA) will be presenting additional seminars in January 2007 in Houston, Texas and April 2007 in Tampa, Florida.  The presenters, Judy Vincent, Mari Osmon, and Dee Hawkins, are industry legends in quality performance and training; they are veterans of the former Supervisor 101, 102 and 103 series distributed by ATSI.  The upcoming sessions will be expanded to two full days and will include new material for lead agents, supervisors, and anyone else that wants to advance in the industry.

For more information, contact Dan L'Heureux 800-475-0857 or dan@CallConsult.net.

Virtual-Agent Services Opens 18^th North American Location

Virtual-Agent Services announced that it has established its 18^th North American call center location.  Established in the village of Stanley, New Brunswick, Canada, the center will be added to the company's other sites located in Illinois and New Brunswick.  The new center is expected to create up to fifty jobs for local area residents within its first year of operation. 

ATSI to Launch Owners Forums

The Association of TeleServices International (ATSI) will be launching owner-specific educational forums this year.  These day-and-a-half forums will focus on issues of particular importance to business owners: 

• Bringing service ideas to the market

• Financial strategies

• Succession planning

Each session will provide examples and expand upon how other businesses have handled these issues.  This overview will be followed by attendee general discussion of how the issues impact their businesses and the industry.  The presentations will be used as a springboard for small group discussion to formulate action plans that will be reported back to the whole group.

ATSI is an international not-for-profit association founded in 1942 to meet the needs of the teleservices industry.  ATSI can be contacted at 866-896-ATSI or on the Web at www.atsi.org.    

ePLDT Acquires Leading BPO Provider SPi Technologies

ePLDT Ventus, a provider of cost-effective, offshore call center outsourcing announced that its parent company, ePLDT, has acquired SPi Technologies, a global business process outsourcing company with over 6,500 employees worldwide.  The acquisition allows ePLDT Ventus to further expand into the healthcare, legal, publishing, and transaction industries.  With twenty-six locations throughout North America, Europe, and Asia and over 150 global clients, the acquisition allows Ventus to deliver scalable and knowledge-based outsourcing solutions to its diversified markets.

"This acquisition enables Ventus to expand its global delivery network and to provide additional BPO services," said Rose Montenegro, president, ePLDT Ventus.  The combination of Ventus' call center facilities and SPi's facilities in the Philippines, India, US, and China will further strengthen Ventus' position in the global market.

IQ Services Partners with Dirigosoft Corporation

Interactive Quality (IQ) Services announced their newest business partnership with Dirigosoft Corporation, a manufacturer of software solutions for contact centers, headquartered in Portland, Maine.  By joining the IQ Services network of reseller partners, Dirigosoft can offer its clients IQ Services' patented load testing and availability monitoring technology to test their call center and Web-based customer contact systems.

These tests, combined with Dirigosoft's contact center implementation technologies, will provide customers a complete internal and external view of system performance.  "We are excited to have IQ Services as a new partner," said Dirigosoft president and COO, Bill Hunt. "This partnership will allow us to offer our customers a more complete line of services. From validating new installations with load testing services to keeping an eye on our customers' systems with availability monitoring, IQ Services fills a unique niche."

Telecorp Introduces CentrEE Recorder Plus – Record & Verify Calls

Telecorp Products, Inc. announced the introduction of CentrEE Recorder Plus, a digital recording solution for the telecommunications industry.  It is a stand-alone software application designed to record all or selected calls while providing the user with the ability to review their recordings.  Recorder Plus only takes minutes to install and is compatible with most existing phone systems.

For more information, call 800‑634‑1012 or 248‑960‑1000.

HyperQuality Launches Post-Call Surveys

HyperQuality, a contact center quality assurance services firm, announced the availability of their new post-call survey product, HyperSurvey.  HyperSurvey combines customer feedback from the post-call surveys with compliance feedback gathered through quality evaluations.  This provides a well-rounded look at the quality agents are providing to their customers.

With HyperSurvey, brief telephone and email surveys let customers tell what they thought of a company's communications – whether telephone, email or chat.  After the brief survey, customers can leave a 60-second or longer open-ended message telling the company what they can do to improve, or to keep up the good work.

HyperQuality's primary service evaluates and audits phone, email, and chat communications to provide detailed feedback on accuracy and compliance.  Now, with HyperSurvey, they are able to listen to customers to determine if they had a positive experience.  These scores are married to provide a total quality score for each agent.