Industry News

January/February 2009

Telescan Adds CenturiSoft Voicemail

Telescan is now offering CenturiSoft voicemail systems for new and existing users.  CenturiSoft, a California based company, is an industry leader known for its feature-rich voice messaging system.

The addition of CenturiSoft will give Telescan users an intelligent sharing of telephony resources between pure voicemail and traditional call center functions.  For instance, voicemail applications can use Telescan's Prism switch to access out-dial paths using Prism's least-cost-routing tables.  These outbound paths, as well as inbound call paths, can be shared with live-agent applications for significant cost savings.

"We are always searching for new ideas to help our users," said Patty Anderson, Telescan's director of sales and marketing.  "We have added CenturiSoft because we want them to have the best possible system and one that integrates completely with our Spectrum system."

For more information, contact Patty at 314-616-2445, 800-770-7662 or patty@telescan.net.

TeamSNUG Conference Update

Planning is underway for the 22nd Annual TeamSNUG Conference.  This year's event will be held at the Hard Rock Hotel in downtown Chicago.  The dates of the conference are March 15-18, 2009. 

Startel will provide free product training on Sunday, March 15, from 9 am to 4 pm.  The Not Done Yet band will be performing at the opening reception.  In addition to the opening event, the conference will include educational sessions, product demonstrations, and other valuable offerings.  Attendees are encouraged to pack their green for the St. Patrick's Day celebration party sponsored by Startel on March 17.  Early registration numbers project a record attendance.

In related news, Startel finished 2008 with a near record month.  "The volume of business validates our offerings and speaks to the strength of our company in the challenging economic environment that we are all facing," stated Dan Feis, director of sales.  "Next year is also going to be a very exciting year for us.  Look for Startel to announce our next generation of products in early 2009."

For more information, call 949-863-8714.

Amtelco University Upcoming Course Schedule

Amtelco is offering Amtelco University seminars: Telephony 101 and 102 with SMS Messaging.  These seminars will benefit personnel that have not gone through the total progression of analog circuits to digital interfaces.  These presentations also serve as a great learning aid to a better understanding of newer interfaces.  Telephony 101 and 102 with SMS Messaging are not platform-specific.

Lunch, workbook, and handouts are included.  The $90 registration fee will be waived for first attendee from each company.  The schedule for Telephony 101 and 102 with SMS Messaging is:

• January 21 in Sacramento, CA, at the Hampton Inn & Suites Sacramento-Airport-Natomas

• January 28 in Vancouver, BC, Canada, at the Hampton Inn Vancouver Airport

• February 4 in Kansas City, MO, at the Hampton Inn Kansas City Airport

• March 25 in Atlanta, GA at that Holiday Inn Express Atlanta

Additionally, on March 1st, during the annual National Amtelco Equipment Owners (NAEO) conference in Cancun, Mexico, there will be a special session, revealing "amazing tricks and tips that will improve your operation and bottom line."  Registration is not required for this session.

For more information on the Amtelco University courses, email info@amtelco.com or call 800-356-9148 x148 or 608-838-4194.

Professional Teledata Adds Product Forums to Its Web Site

Professional Teledata announced the addition of a series of interactive product forums to its website.  Continuing a website overhaul that began last spring, the product forums allow Professional Teledata's customers to exchange ideas for efficient use of their products, interact with product developers and tech support specialists, browse FAQs (frequently asked questions), and download documentation.  

"This is an important addition to our overall customer service environment and demonstrates our commitment to provide the highest quality service possible," said Pat Kalik, vice president of customer service.

Telescan Offers ATSI Benefits to New Users

For a limited time, Telescan will be offering a free one-year membership to ATSI with the purchase of a Spectrum system.  In addition, Telescan will also be giving new users the ATSI Marketing Toolkit.

The ATSI Marketing Toolkit was designed to provide telemessaging businesses with effective marketing options and strategies designed to help their business grow.  The toolkit includes templates for direct mail, postcards, print ads, and presentations folders.

 "We wanted to give new users something that will boost their business," said Patty Anderson, director of sales and marketing, "and we think ATSI membership and the Marketing Toolkit can do just that.  I don't know that any other company has ever made this offer."

For more information, contact Patty at 314-616-2445, 800-770-7662, or patty@telescan.net.

Mid-State Communications Receives ATSI Gold Call Center Certification

ATSI (Association of Teleservices International) announced that Mid-State Communications, LLC (dba Advanced Answering Service) has received the Gold 24/7 Call Center Certification Award.

The certification indicates that Mid-State Communications has met or exceeded high standards in areas of business practices, life safety, operations (including normal and emergency procedures), and personnel hiring, training, and ongoing evaluations through a peer review program focusing on 99.9 percent annual run time.  This certification has been awarded to less than 1 percent of the industry.

Based in Manchester, TN, Mid-State Communications provides call center services for medical, commercial, and professional clients throughout the United States.

OnviSource Reps to Sit on OEO Board

The OnviSource Equipment Owners Association (OEO) has voted to forge a new partnership with OnviSource in an unprecedented user/vendor joint effort.  "We have worked hard to develop this unique affiliation," said Judy Vincent, president of OEO, "and I am confident that having OnviSource representatives on our board of directors will allow us to best serve the needs of our members through an exceptional communication conduit."

 "We are excited about what this new partnership will allow us to accomplish," said John Hird, VP of business development and product marketing at OnviSource.  "Serving on the OEO board will give us insight into the specific challenges faced by the industry.  Direct two-way communication will allow us to address their needs and tailor our products to help them grow."

"OnviSource is indeed excited and honored to be part of the OEO Association.  We have been working diligently and tenaciously since 2006 to create such a unique, professional, and cooperative partnership," said Ray Naeini, chairman and CEO of OnviSource.

OEO, a for-profit professional association serving the membership with the education needs of OnviSource equipment users, delivers workforce optimization and customer interaction management software.

CAM-X Announces 2009 Schedule

CAM-X announced that their Call Centre Coaching Clinics for 2009 will be held in Calgary, AB, on April 17-18 and repeated in Toronto, ON on May 1-2.  The clinics are geared for call center supervisors, managers, and team leaders.  Each program will include:

• Analyzing the different generations in your operations center

• Recruiting: Finding staff in a competitive market

• Hiring: Best practices in screening new hires

• Motivating the new workforce: What do we need to change?

• How do you do it: The mechanics of making a schedule

• Gen Y flexibility: How do you make it work?

Also, the 45th Annual Convention and Trade Show, with the theme: "Uncork Your Potential," will be held September 22-25 in Kelowna, BC.

For more information, contact CAM-X at 905-309-0224 or linda@camx.ca.

ATA Self-Regulatory Organization Marks Several Milestones in 2008

During 2008, the American Teleservices Association (ATA) deployed its self-regulatory organization's auditor certification program, whereby individuals can attain expert status as contact center auditors to ensure the highest levels of compliance with state and federal regulations.  The ATA promotes standards and protocols that not only meet but in some cases exceed the regulatory requirements mandated by state and federal governance. 

"This is the year that our association brought the SRO [Self-Regulatory Organization] into formal practice.  We believe its programs will serve as the model for the industry," said Tim Searcy, ATA CEO.

The ATA-SRO also held two compliance auditor certification courses, at the University of Akron Taylor Institute for Direct Marketing.  Instruction was led by ATA corporate counsel Mitch Roth, an attorney and partner with Williams Mullen.  Upon successful completion of both training and testing, attendees received ATA-SRO Certified Auditor status and are now available to conduct compliance reviews for companies seeking formal industry accreditation.

In addition, the ATA-SRO accredited its first audited contact center company, The Charlton Group, a teleservices firm based in Madison, WI.