Industry News

January/February 2007

Steve Michaels Becomes First VoIP-Hosted Systems Broker

Steve Michaels, currently a TAS business broker with TAS Marketing, has taken on another role as a VoIP-Hosted Systems Broker.  Michaels will broker VoIP-hosted systems from either a vendor or another call center for both start-ups and centers with outdated equipment wishing for a cost-effective way to upgrade.

By using the vendor's hosted systems, the partnering client (PC) will have the capability to host their entire customer base in another location, thus saving them the costs of purchasing a system and all that is entailed with such a purchase.  They can also go virtual with home-based operators should they so desire.  This option also allows for an excellent disaster recovery program

With a call center acting as the affiliate (hosting agent), the PC will not only be able to have their customer base on another system, but will also have the capabilities of overflowing their calls, even their midnight traffic, thus saving the cost of a midnight operator.  "This is a win-win situation," concluded Michaels.

For more details call 800- 369-6126, email Steve Michaels at tas@tasmarketing.com.

Professional Teledata Enhances Spell-Checker with Multiple Dictionaries

Professional Teledata has enhanced their PInnacle Telemessaging System spell-checking capabilities.  The PInnacle spell-checker is an internal English version that is delivered with each system at no additional charge.  Spell-checking is enabled on an account-by-account and field-by-field basis.  Different accounts can access foreign language dictionaries, including Spanish and both Canadian and European French.  All dictionaries have the ability to append user-defined entries.

Jim Graham, vice president of software development for Professional Teledata, also pointed out the availability of both medical and legal volumes that can be appended to language-specific dictionaries.  Jim added, "The current medical dictionary contains over 125,000 entries, and periodic updates are available at a very reasonable cost."

Allen Kalik, president of the company, stated, "Spell-checking, once considered an exotic luxury, is becoming a necessity considering the increased sophistication of the nature of incoming calls.  Medical and legal accounts especially benefit due to the absolute need for accuracy within their communications."

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.

Amtelco's Solutions Now Rated Avaya Compliant

Two of Amtelco's innovative solutions, eCreator and RED Alert, have received compliance certification with Avaya, a leading provider of communications systems.

The eCreator Web-based scripting solution helps call centers increase agent productivity by creating scripts to simplify call processing; it is compliance-approved by Avaya for compatibility with their Proactive Contact 3.0.  The RED Alert notification solution helps organizations quickly perform crisis communication; it is compliance-approved by Avaya for compatibility with their Communications Manager 3.

"All of us here at Amtelco are delighted to receive certification from Avaya for our event and notification product, RED Alert and our Web-based scripting solution, eCreator.  These certifications signify the benefits of partnering with innovative, forward-looking technology companies with the common goal of providing open platforms and proven applications to the best companies world wide," said Amtelco president, Tom Curtin.

Avaya Inc. designs, builds, and manages communications networks worldwide, including over 90 percent of the Fortune 500 companies.  Avaya is a leader in secure and reliable Internet protocol (IP) telephony systems and communications software applications and services.

For more information on eCreator and RED Alert, contact Amtelco at 800-56-9148 or 608-838-4194, or email info@amtelco.com.

TASbiller Sales Top 100!

Sales of the TASbiller call center billing program surpassed the 100 mark in late 2006 and kept going.  By year's end, there are well over 110 users of TASbiller.  Sales have been steady since its introduction in June of 2002.  Randy Ripkey, the owner and developer of TASbiller, is pleased with its continued success.  "We have sold TASbiller to users large and small, utilizing all major call center switch platforms," said Randy. 

Please call Randy at 706-860-0868.

CenturiSoft Completes Acquisition of ReparoVOX Communications

CenturiSoft completed its acquisition of ReparoVOX Communications.  ReparoVOX Communications was chosen because it is a well-known ASP (Application Service Providers) within the telecommunications industry.  The company will continue to focus on the service provider and enterprise market segments, with a strong lineup of products based on the trademarked "CleverContact" portfolio of services, now unified under the CenturiSoft name.

"We want to continue to service our combined customer base as well as acquire new customers, meeting traditional market needs and those of the emerging wireless and VoIP markets," commented John Pope, CenturiSoft president and chief technology officer.  "Our mission is to become the number one open systems platform provider for the unified communications market segment."

"Aligning our company with the resources of the CenturiSoft's development team is good for our customers and is what was needed to take ReparoVOX to the next phase of growth," commented Barry Porter, ReparoVOX president, who will continue with CenturiSoft in an advisory position to insure fully integrated operations.

Telescan Releases Software Updates R2-2006

In December, Telescan released the second yearly software updates for 2006.  Twice a year, Telescan provides software updates for all of the system owners that subscribe to the Customer Support Agreement.  Whether it is with their senior EarthNet System users or their newest Spectrum System users, all members of the "Customer Support Telescan Family" benefit from these latest software enhancements that keep their call centers current and competitive.

This update includes an enhancement made to the Spectrum Data Manager that allows dispatching by Client Class.  This feature is especially beneficial in accommodating multiple-office environments.  Another highlighted improvement is the addition of new format codes supported by the email server.  "These new codes provide more flexibility for our customers in delivering critical information to their clients," said Bob Vornberg, Telescan's director of product development.

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

Startel Hires Dan Feis as New Account Executive

Startel Corporation, a provider of Call Center Solutions welcomed Dan Feis to their sales team as their new account executive.  Dan will provide account management support for Startel's existing customer base from their corporate headquarters in Irvine, California.  Customers can contact Dan Feis at 949-863-8714. 

Dan reports to Barbara Willis, vice president of sales.  "We are truly delighted to have Dan as a member of our Startel team," Willis stated.  "Dan brings an outstanding sales and support background through his many years of experience, as well as a fresh perspective to our sales team."

"I am extremely excited to be on board and look forward to being an integral part of the Startel organization," Dan stated.

Washington Summit to Address Political Climate of Teleservices Channel

The 2007 ATA (America Teleservices Association) Washington Summit will take place April 22-25, 2007.  This year's summit will be host to three influential speakers, including Paul Begala, political contributor and Democratic strategist on CNN's The Situation Room; ATA CEO, Tim Searcy; and Bill Greener of Greener & Hook, who performs strategic consulting structured around public opinion, public policy, and political considerations.

The teleservices channel currently employs nearly 4 percent of the United States workforce.  Contact centers employ over 5.2 million people in almost 57,000 locations.  These statistics are just one piece of evidence that demonstrates the necessity of this channel to work closely with both Washington policymakers and consumers to strive toward a symbiotic balance of interests.

Attendees will consist of CEOs, vice presidents, compliance officers, government affairs officers, attorneys, and other professionals, all seeking guidance on new regulations and compliance standards, pending legislation that will affect their business practice, and, perhaps most importantly, having the opportunity to meet with policymakers about issues that affect the livelihood of their industry. 

For more information, contact Zachary Rice, director of government affairs, at 317-816-9336 or zach@ataconnect.org

Telescan Launches New Web site

In December, Telescan launched a new Web site reflecting the marketing themes for 2006: "The Future of Your Business" and "Take a Closer Look at Telescan."  The new site also features Telescan's new literature with a downloadable information page on each of Telescan's products. 

One of the key changes in this Web site is the incorporation of Axon into the Telescan site.  Since Telescan acquired Axon in 2003, they have maintained their own Web site.  The Axon product information is fully integrated into the new Telescan Web site.  Interested companies can now find all the information on both products in one place. 

Telescan has also included more user assistance into the new site with the addition of manual and remote support.  "We are constantly searching for ways to better serve our users," said Nicholas J.  Naimo, Telescan's General Manager.  This new site provides several user tools that will make service easier."

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

Professional Teledata Sells Milestone 30th System

Professional Teledata announced the 30th order for a PInnacle System since its introduction in 2003 to The Answer 2 (formerly ADS Communications).  "This represents a significant milestone in the growth of the company," says Allen Kalik, president of Professional Teledata.  He continues, "We entered the telemessaging market with caution and some concern.  Some claimed it was an over-saturated market with an abundance of competitors.  It was the users of our PI-2000 Inbound Call Processing System that encouraged us, both emotionally and financially, to forge ahead.  We now find ourselves substantially ahead of even our most optimistic projections."

Dick Huffer, owner of The Answer 2, said, "We are pleased to be part of this eventful occasion.  We looked at the PInnacle System several years ago and decided it was a ‘not if, but when' decision to become part of the PInnacle family.  It was evident that the designers of the PInnacle System had hands-on experience in running a successful call center."

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

CAM-X Announces Board; Convention a "Success"

CAM-X (the Canadian Call Management Association) announced their board of directors for 2006-2007.  Michael Leibowitz is the new president; Pat Vos becomes the past-president and will be the secretary/treasurer; Casey Smit is the first vice president, while Mary Anne Chase is the second vice president.  The remaining directors are Kelly Doran, Lil Lyle, and Pam Poehlmann.  The vendor representative is Brad Swift; Linda Osip remains the executive director.

CAM-X's Annual Trade Show and Convention was deemed an overwhelming success by attendees.  Keynote speaker, Michael Kerr, opened the sessions with anecdotes on how to bring a little levity, while still striving for excellence, into the day-to-day operations of a business.

The much-anticipated CAM-X Award of Excellence and Award of Distinction presentations were also made.  The convention concluded with a whirlwind of information sessions, culminating in the prestigious Gala Dinner and Banquet.  Michael Leibowitz received a hearty welcome as he was presented with the CAM-X president's gavel upon assuming the role of president for the upcoming term.

CAM-X is a Canadian-based trade association for the call management industry.  For more information, contact Linda Osip at 800-896-1054.

Study Reveals Performance Management Best Practices

During 2006, there was a continued accelerated adoption of customer operations performance management applications, especially within contact centers.  Research conducted by Merced Systems over the past year has shown that while performance management practices vary by company, certain approaches and investments are linked with improved results:

• In nearly all organizations, there are hidden inefficiencies and disparities in performance which can be uncovered and fixed.  Performance management tools and practices can expose these inefficiencies and drive improvement.

• No participants indicating consistent agent coaching and development practices reported revenue performance below goal.

• Only 15% of respondents believed supervisors spend enough time on coaching and development. 

• Only 25% of participants believed supervisors are effective at using data to determine where to prioritize coaching and development activities.

[The survey is also available at www.connectionsmagazine.com/papers.]

GLTSA Announces Spring Supervisor Workshop

The Great Lakes Telemessaging Services Association (GLTSA) announced a one-day Supervisor and Lead Agent training workshop in Detroit, Michigan on Thursday, April 12, 2007.

"This workshop is being designed by supervisors and managers of telemessaging call centers in the Great Lakes area and is intended to be presented for supervisors and lead Agents," said GLTSA president Janet Livingston, "in an effort to share practical knowledge gained through on-the-job application.  This is ‘real-world' material that staff can take back and implement."

For more information, contact Dan L'Heureux at 888-712-9396 or Dan@CallConsult.net

ATA's Commitment to the Industry Reflected in Promotions

Two dedicated and respected individuals within the American Teleservices Association (ATA) received promotions effective November 1, 2006.  Zachary Rice was promoted to director of government affairs.  Rafael Manzón was promoted to director of business affairs. 

Rice will coordinate all legislative and regulatory priorities for the ATA on Capitol Hill and in state houses across the country as well as manage the ATA-PAC.  He will continue the strides the ATA has taken over the last several years to keep contact centers in compliance with federal and state regulations.

As director of business affairs, Manzón will be responsible for the comprehensive management of the ATA's non-dues revenue activities.  Additionally, he will be responsible for maintaining current member services that depend on outside partners as well as developing new member services.

These promotions mark a significant turning point for ATA members.  According to Tim Searcy, CEO of the ATA, "The ATA's unwavering commitment to the teleservices channel in both valuable business relationships and government affairs will directly benefit our members."

Both Rafael Manzón and Zachary Rice may be reached at 317-816-9336.

ASTAA Hires Executive Director

The Atlantic States Telephone Answering Association (ASTAA) is pleased to announce that Dan L'Heureux has been named executive director, succeeding Nell Norris who led the association for eighteen years.

"Dan is a former telemessaging call center owner himself and practiced in the industry," said ASTAA president Gordon Mott of Main Line Communications and ASTAA's current president.  "We're very excited about the experience he brings to the association and look forward to our continuing growth under his guidance."

ASTAA is a not-for-profit professional regional association of telemessaging owners located in the Atlantic States area of Maryland, Virginia, West Virginia, Delaware, New Jersey, Pennsylvania, and the District of Columbia.  ASTAA serves its members by offering education and support tools that are tailored to the industry.

Virtual-Agent Services Opens 21st North American Location

Virtual-Agent Services (VAS), a customer care service provider, has established its 21st North American location.  Established in Toronto, Ontario, Canada, the center will be added to the company's other sites located in Illinois and New Brunswick.  In addition to North America, the company also operates a center in Milan, Italy.  The new facility, expected to create thirty jobs, has been in operation for nearly a month.

"Virtual-Agent Services has expanded into the city of Toronto to meet the demands of a large hospitality client seeking multilingual support," said Neri Basque, executive vice president of IT and strategic development.  "As we continue to grow and expand, it is critical that we maintain the high quality of service which characterizes VAS employees.  The local workforce of Toronto has demonstrated this commitment, and we look forward to continued growth and success in this location."

Virtual-Agent Services a privately held company headquartered in Schaumburg, IL, is a provider of contact center solutions for today's demanding customer care industry.

AnswerNet Acquires Proxy and RSVP

The AnswerNet Network has acquired Plano, Texas-based Proxy Communications, a contact center outsourcer, which provides order entry and customer service to catalog, e-tailing, and direct response television (DRTV) clients.  "AnswerNet's Web capabilities and operational processes will give our former customers a true competitive advantage," said Gail Patterson, Proxy's president.

In another move, AnswerNet Network purchased RSVP Call Center/S'il Vous Plait Message Center, located in New York City.  RSVP provides third-party customer service, order entry, and telephone answering services.

"With the additions of RSVP and Proxy to the AnswerNet Network, we are poised to have our busiest holiday season ever," said Gary A, Pudles, president and chief executive officer of The AnswerNet Network.  Proxy, like RSVP, has a strong catalog/e-tail client base.  AnswerNet, which is privately held, has been building its catalog and e-tail client portfolio and has become a leading supplier in this growing market.