Amtelco News

Amtelco has been a trusted supplier of computer telephony integration systems, software and hardware to call centers, executive suites, contact centers and system developers for over 30 years. They are well known for developing innovative call center solutions.

Today, Amtelco equipment is in operation in all 50 of the United States and in more than 20 other countries. Millions of telephone calls a day are processed by Amtelco systems throughout the world.

Amtelco's TAS/Call Center Division is dedicated to serving the unique communication needs of telephone answering services and call centers. Amtelco has been, and will continue to be, the leader in developing, implementing, and maintaining features and technology designed to streamline communications and contain costs.

For more information, contact Amtelco at 800-356-9148 or info@amtelco.com.   Also, look at the Amtelco newsfeed for the latest updates and check out Amtelco podcasts.

Amtelco miOnCall Offers Calendar Sync (December 2011)

Amtelco’s subscription-based on-call scheduler, miOnCall, is a secure cloud-based on-call scheduling application used to assign schedule coverage, view schedule coverage, and dispatch messages. It syncs with any calendar app that supports the iCalendar specification (RFC 5545), which includes Microsoft^® Outlook^® 2010 and 2007, Apple^®, Google^®, Hotmail^®, and Yahoo^® calendars. Many of these calendars are accessible using a computer, as well as from smartphones and mobile devices.

Amtelco President Tom Curtin stated, “The power, flexibility, and convenience of miOnCall is making it a popular and vital tool with a wide variety of uses. The easy accessibility with all the various calendar apps is helping keep even more people informed.”

Amtelco miSecureMessages Reporting (December 2011)

Amtelco’s miSecureMessages, a subscription-based smartphone paging and messaging application, reports all miSecureMessages traffic, including messages sent from Amtelco Infinity, Intelligent Series (IS), or miSecureMessages solutions, messages sent from devices back to Amtelco solutions, and messages sent from device-to-device. Reports can be exported to Excel or PDF, imported into billing software, or sent to clients.

The miSecureMessages log includes the message subject, content, the contact that message was sent from and to, the message sent, delivered, and read timestamps, and replies with timestamps within the message thread. Records can be filtered by date range, individual, or group. The billing report lists the numbers of messages sent and received by contacts or groups, and to or from which type of device, as well as total number of messages sent and received for any given individual and group.

Amtelco’s Innovation Machine (November 2011)

Amtelco’s Innovation Machine provides an online forum for Amtelco customers to submit ideas for new products and suggestions for improvements to existing products. Users can enter ideas, search the database, and rank the usefulness of ideas submitted by others. The Innovation Machine is based on Amtelco’s Infinity Intelligent Series Web-scripting feature.

When a user submits an idea, the script dispatches an immediate reply that the idea has been received. The script also automatically sends follow-up emails when other users react to and rank the idea, and as Amtelco staff read, react to, and move ahead with the suggestion.

Amtelco customers have used it to submit 224 ideas and Amtelco’s software department has implemented sixty-five of those customer ideas, with more in the works. The Innovation Machine has increased in popularity as Amtelco customers have recognized the value accorded to their ideas by the software development team.

Amtelco’s Pro Show Appointment Reminder Now Available as Hosted Service (October 2011)

Amtelco’s Pro Show automated appointment reminder solution is now available as a premise installation or a subscription service. Pro Show is an automated appointment reminder solution that delivers appointment reminders by IVR phone calls; it has been available as an on-premises system for several years.

Amtelco’s hosted Pro Show appointment reminder service is housed and operated concurrently at two fully redundant data centers located 275 miles apart in Minnesota and Wisconsin. Both locations are served by multiple connections to the Internet and the public switched telephone network. The hosting data centers are SAS 70 Type II compliant, are equipped with system-operability monitoring software, and are staffed by experienced and bonded service personnel 24/7. The Pro Show system infrastructure, including all hardware, software, and database components, is fully mirrored at both locations.

Amtelco’s Red Alert System HIPAA Compliant (October 2011)

Amtelco’s Red Alert automated notification system is compliant with the National Institute of Standards and Technology (NIST) information technology security guidelines defined in SP 800.53 and FIPS 199. Amtelco has documented this compliance in the SCAP NIST certification and accreditation package approved by the Federal Aviation Administration and the U.S. Department of Transportation. This provides HIPAA regulation compliance.

Amtelco is using the same information technology security guidelines for HIPAA compliance for other cloud-based products such as miSecureMessages and miOnCall.

Amtelco’s Soft Agent Integrates with Cisco UCM and UCCE (September 2011)

Amtelco uses Cisco’s SIP and CTIOS (computer telephony integration object server) tools to integrate its soft agent console solution and its Intelligent Series (IS) suite of call center applications with Cisco’s unified communications manager (UCM) and unified contact center enterprise (UCCE) solutions.  Integration of Amtelco’s IS and soft agent solutions with Cisco UCM and UCCE provides Cisco-based enterprises with access to Amtelco’s suite of call center solutions, including intelligent operator consoles, call center agents, agent scripting and call-flow navigation, Web scripting and workflow navigation, sandbox directory lookup with quick answer/transfer, on-call scheduling, and messaging with secure smartphone paging.

Amtelco is a registered Cisco developer offering call flow navigation with benefits that include simplified agent training, reduced call processing time, increased accuracy, improved customer experience, help desk scripting, and on-call scheduling solutions.

Amtelco miSecureMessages Adds BlackBerry App (July 2011)

Amtelco’s new miSecureMessages BlackBerry^® app provides secure messaging and paging services for BlackBerry^® devices using Amtelco’s miSecureMessages service.  The miSecureMessages BlackBerry^® app receives notification of secure messages sent from the encrypted miSecureMessages Web Service via the BlackBerry^® Internet Service (BIS) or a BlackBerry^® Enterprise Server (BES).  The user is notified about incoming messages via visual and audio alerts and can view and respond to those messages.  The user also can initiate messages to other miSecureMessages users.

The miSecureMessages BlackBerry^® app can be distributed through the BES push service or downloaded from the BlackBerry^® App World website.  The miSecureMessages application is a Smartphone paging and messaging tool that is built for BlackBerry^®, iPhone^®, iPad™, iPod Touch™, and Android™ mobile devices and can be used with any platform.  It replaces or supplements paging technology and enables two-way instant communications using the app to easily reply to and organize communications.

Amtelco Provides Extra Agent Seats When Needed (June 2011)

Amtelco Temps’ licenses can expand the number of seats in a call center temporarily to cover a special event or a short-term campaign.  This ability to add extra seats provides flexibility, better customer service, and increased income.  Temps’ licenses are less expensive than regular licenses because they are purchased for a specified length of time.  When that time passes, the temporary licenses automatically are disabled.  The start time is adjustable, so licenses can be purchased ahead of time but not activated until a specific date.  Licenses can be purchased for a number of days, weeks, or months.

Amtelco Colocation Services (June 2011)

Amtelco offers hardware and software colocation options to maximize each call center’s investment.  The Infinity system with peripherals is designed to take advantage of Amtelco’s data center rack space and its security capability.  The benefits include easy point of presence and remote agent connectivity.  The expanded bandwidth and reduced electrical power consumption of collocated equipment take advantage of economies-of-scale for savings to the call center. 

For business continuity and disaster contingency planning, the hosted Infinity backup located at Amtelco’s data center is designed to be used in an emergency until the primary site is up and running.  Being able to respond positively to RFP requirements for business on continuity planning increases the potential for increased revenue.

Amtelco Introduces Mass Notification System (May 2011)

Call centers can expand their services into staff and client notification with Amtelco’s mass notification system.  This automated application works for all notification needs: emergencies, staffing shortages, events, and meetings.  Using mass notification’s browser-based access, users can create, edit, and trigger alerts, as well as monitor real-time alert progress from virtually anywhere.  Mass notification system can be used to:

• remind staff about meetings and events

• contact the necessary responders in emergencies

• save time, reduce errors, and speed overall response times

Amtelco’s mass notification system offers laborsaving methods for contacting the appropriate personnel quickly.  Notifications can be triggered by Web, phone call, and scheduled events.  Personnel can be notified via email, alpha or digital pager, fax, automated phone calls to landlines and cell phones, and SMS text messaging.

Over 200 Meet in New Orleans for NAEO Conference (May 2011)

The National Amtelco Equipment Owners (NAEO) 2011 Conference was held in New Orleans, Louisiana, on March 13-16.  NAEO and Amtelco provided educational presentations during the conference, and Amtelco made software and hardware announcements.  Kevin Beale, Amtelco’s director of R&D software, introduced the new Amtelco cloud-based applications, miOnCall and miSecureMessaging, which are designed to add new services and increase profits for call centers while minimizing the purchasing and deployment of physical infrastructure.

NAEO is a user group created to facilitate interaction between owners and provide networking opportunities.

Amtelco Introduces miSecureMessages Encrypted Messaging (April 2011)

Amtelco recently introduced miSecureMessages, a new subscription-based cloud application that pushes encrypted messages to mobile devices using security protection.  This is vital to maintaining protected health information (PHI), ensuring that HIPAA and HITECH regulations are met.

Encrypted messages can be sent by miSecureMessages to BlackBerry^®, iPhone, iPad, and iPod Touch, with support for Android™ mobile devices coming soon.  The application provides encrypted message delivery receipts, indicating that the mobile device has received the message; encrypted message read receipts, indicating that the recipient has opened the message; and it also allows the recipient to reply to a received message with an encrypted message.

Amtelco president Tom Curtin said, “miSecureMessages allows the industry to provide the best service and the types of diverse services that their clients require.  By providing encryption security, along with the crucial two-way communications, miSecureMessages provides an ideal solution for replacing pagers throughout an organization.”

Amtelco Receives US Patent for Scripting Method (March 2011)

Amtelco has been granted a patent by the United States Patent and Trademark Office for for “A System and Method for Intelligent Script Swapping.”  The patentable element is Amtelco’s method of writing scripts that are usable by multiple platforms such as Infinity telephone agent, “Just Say It” IVR, and Web scripting.  It retains previously collected information as the script moves from platform to platform.  That information plus additional information can pass on should the script move into yet another platform.

For example, a call can be answered by an automated system that collects information, such as ANI and similar automated information, as well as caller responses to script questions.  At some point, the caller could ask to be transferred to an agent, or the script could automatically do the transfer.  The previously collected information follows the call to the agent.  Then the agent collects additional information and pushes the call to a Web page.  All the information collected in the two previous segments of the call stay with the call as it moves into a third platform.

Amtelco miOnCall: Scheduling Made Easy (March 2011)

Amtelco announced its new subscription-based on-call scheduling solution: miOnCall, a powerful, flexible, and secure cloud-based on-call scheduling application that makes it easy to assign schedule coverage, view schedule coverage, and dispatch messages.  The miOnCall schedules are available to call center clients and personnel via Web access, can be synched with Microsoft Outlook^® calendars, and accessed with Amtelco’s miOnCall app for the iPhone^®, iPad™, iPod Touch^®, and BlackBerry^® smartphones.

The miOnCall app utilizes many of the same innovative features found in Amtelco’s Infinity IS on-call scheduling solutions, such as permission levels for users and supervisors, custom shift, role functionality, and multiple viewing options.  In addition, the miOnCall setup wizard and online help features make it easy to quickly set up schedules.

Amtelco President Tom Curtin stated, “We are very proud to introduce miOnCall, our first cloud-based solution; miOnCall is ideal for call centers looking for a more convenient on-call scheduling application that meets their specific needs.  Call centers may also become distributors for Amtelco cloud-based subscription applications.”

Amtelco’s Infinity Toggle Recording Provides PCI Compliance (January 2011)

Amtelco’s new toggle recording Infinity integration response element is used to add an action to a call script to stop or start call recording for PCI (Payment Card Industry) Compliance.  It can be used to stop recording before credit card information is given and to resume recording afterwards.  The toggle recording feature is available with Amtelco’s Infinity Telephone Agent and Soft Agent software-based call center systems.

The toggle recording action works with Amtelco’s Unity Logger or Soft Agent voice logger.  The PCI establishes security requirements for processing credit card information.  Any business that processes credit card transactions must comply with these security requirements.

Amtelco Installs the 200th Infinity Intelligent Series System (January 2011)

Amtelco announced that it has set a milestone by installing the 200th Infinity Intelligent Series (IS) system.  The Infinity Intelligent Series is a set of call centers tools that provide scripted call and data processing and software-based systems.  “The numbers don’t lie.  Customers are clearly turning to Amtelco as their trusted partner for call center solutions,” said Tom Curtin, president of Amtelco.  “Through our strong commitment to research and development and customer service, Amtelco makes the experience of preparing your call center for the future a positive one.”

Amtelco's John Morley Retires (December 2010)

John Morley, vice president for new product development and senior product developer for Amtelco, retired September 30th.  Initially a documentation writer, he quickly moved into sales support and customer training, traveling throughout North America.

John gravitated into programming and product development, being a major contributor to the Video III system.  He served as the principal designer for Amtelco's EVE system, introduced in 1983; there are still thirty-six EVE systems in operation today.  "John hit the ball out of the park," said Amtelco president Tom Curtin.

John went on to be involved in just about every subsequent Amtelco product, from PC-MX to Infinity to eCreator to the Intelligent Series.  His contributions to Amtelco and its products are so crucial that John's name is listed on the majority of the US patents Amtelco has been awarded.

 "For more than thirty years, John has exemplified the ideas and ideals that [Amtelco founder] Bill Curtin had," said Bernie Torvik, vice chairman of Amtelco's board of directors.  "John loved a challenge and never failed to meet the ones he faced in developing better products to meet the changing needs of the industry."

Amtelco Introduces Client Sharing Tools (November 2010)

Amtelco client sharing tools, IS (Intelligent Series) Messenger, B2B Agent, and IS Web Scripting, can be used to expand into new services, such as sharing calls with other call centers.

IS Messenger is an instant messaging tool that incorporates real-time chat capabilities into the Intelligent Series suite of applications.  It is an integral component of the Infinity telephone agent, soft agent, IS supervisor, and MiteyMite, enabling agents to send and receive instant text chat messages for supervisors, other agents, and MiteyMite users.

B2B Agent enables multiple call centers to share Intelligent Series client accounts.  The B2B Agent feature makes it easy to staff a complex call campaign and centralizes campaign call data in a single location.  B2B Agent can be combined with Amtelco's limited-term operator licensing to further extend a call center's coverage while only marginally increasing costs.

IS Web Scripting makes it possible to present Intelligent Series call scripts using a conventional Web browser, inserting the script as an element in a conventional Web page.  It also runs IS call scripts from the IS Web application and from the embedded browser of Infinity telephone agent.

Amtelco Software Compatible with Windows 7 64-Bit Mode (November 2010)

The latest versions of Amtelco's Infinity and Infinity Intelligent Series (IS) applications are 64-bit compatible, allowing the applications to be installed on computers that are running a 64-bit operating system such as Windows^® 7.  Amtelco applications that are 64-bit compatible include: Infinity Logger, Infinity On-Call Supervisor, Infinity Supervisor, Infinity Telephone Agent, IS Server, IS Supervisor, and MDR.

The 64-bit designation refers to the maximum size of each piece of data that can be stored and processed on the computer, and also the size of the memory addresses that are used to access that information.  A 32-bit system can handle data and addresses that are 32 bits long; a 64-bit system can handle data and addresses that are twice as long.  The 64-bit compatible Amtelco applications can run on both 32- and 64-bit systems.

Amtelco's New IS Server Includes SQL Database (October 2010)

Amtelco engineers have successfully combined a number of applications in a single server, effectively reducing the number of servers needed to implement Amtelco's Infinity Intelligent Series suite of messaging and scheduling applications.  The new multipurpose solution houses the Intelligent Series (IS) server application and the Microsoft SQL Server database application, along with the UltraComm application and other ancillary services.

The new IS Server makes it possible for Amtelco to include the SQL Server Express version of the SQL database application as part of the Infinity Intelligent Series solution with no additional licensing costs.  The new server is available as an upgrade to the Intelligent Series solution and will be provided with all new systems.  The server is available in 2U and 4U rack-mount configurations.

"This is a great solution for call centers without a lot of IT and technical expertise on staff," said Kevin Beale, Amtelco's director of software research and development.  "This server eliminates the need for a call center to shop for and purchase separate IS and SQL servers."

Amtelco Releases Infinity Software v5.6 (October 2010)

Amtelco has released Infinity Software v5.6 from beta testing.  It offers enhancements to call handling and messaging as well as new capabilities, including:

• Transforms message forms and scripts from Infinity or competitive systems to Infinity Intelligent Series scripts

• Presents IS Web Scripts on clients' websites

• Allows clients to update their information using IS Web Scripts

• Shares clients with other call centers with B2B Agent software

• Features IS Messenger instant messaging between agents, supervisors, other staff members, and clients

• Offers callback request to callers in queue, reducing hold times and improving customer satisfaction

• Provides more secure login names and passwords

• Features one number call-forwarding to save money on DID numbers

• Features operator and Web-based on-call, appointment, and staff scheduling

• Provides automated on-call reminders to alert staff and clients about unassigned on-call shifts

• Automates On-Call and Staff schedule assignments

• Extends on-call schedules and call center dashboard services to iPhones with Amtelco iPhone applications, available on iTunes

• Extends directories, on-call scheduling, and instant messaging services to clients on their desktop PCs using MiteyMite

Amtelco's iPhone and iPad Apps Now Available at iTunes (September 2010)

Amtelco's miOnCall app is available for Apple's iPad, iPhone, and iPod Touch; it can be downloaded from the iTunes store.  These popular Apple products provide great opportunities for new call center revenue.  The miOnCall App is an essential mobile tool, enabling clients to view and manage their Infinity IS Web-based On-Call Schedules. 

Other apps that are available for download at the iTunes store include an iPhone version of miOnCall and a miDash app for iPhone, which enables supervisors to view Infinity IS dashboard gauges and charts in order to monitor system traffic from virtually anywhere.  These apps also are compatible with the iPod Touch.

Amtelco president Tom Curtin said, "These iPhone and iPad apps provide not only our customers but also their clients with the convenience of accessing vital information from wherever they need it.  We are extremely pleased to offer our call center customers these powerful productivity apps."

For more information about Amtelco's iPhone and iPad applications, call 800-356-9148 or 608-838-4194.

Amtelco Infinity's Expanded Logins Meet HIPAA Security Requirements (September 2010)

Amtelco's Infinity software version 5.6 meets HIPAA requirements for application access security with expanded logins.  The HIPAA requirements affect any call center with medical clients.  Infinity software version 5.6 features thirty-two-character login names and passwords for more flexibility.  Previous versions of the Infinity platform allowed up to eight upper case letters for agent login names and up to seven numbers for agent access codes.  With Infinity 5.6, operator login names can be up to thirty-two upper case letters in length.  Access codes have been replaced with passwords that can be up to thirty-two characters in length and contain both upper and lower case letters.

For more information, call 800-356-9148 or 608-838-4194.

Amtelco's First Installation of Infinity Software Version 5.6 (Jul/Aug 2010)

Amtelco completed the first installation of Infinity version 5.6 call handling and messaging system.  Call Management Resources, Inc., a twenty-seat call center in Columbus, Ohio, is the first location to be upgraded to the newest version of Amtelco's Infinity call center platform.  Call Management Resources will be using the Infinity 5.6 software under a beta testing agreement with Amtelco.

Call Management Resources (formerly MessagePlex) provides various call processing services to clients throughout the United States.  "We are going to be using most of the regular features and the new features like the callback request feature in the voicemail menu," said Scott Harbin, general manager of Call Management Resources.  "I've already had our agents tell me that they love the operator chat size expansion."

Infinity 5.6 includes all the features contained in the previous Infinity software releases, but with many enhancements and a number of new features.  A new server-based message detail reporting service replaces the previous external application that captured system statistics, stronger access security with longer and more flexible login credentials, and optional SMS text-messaging delivery of automated digital pages.

Amtelco's New IS Web Scripting (June 2010)

Amtelco's Infinity Intelligent Series (IS) now offers next-generation call scripting.  With the IS Web Scripting, Amtelco continues to create innovative tools for call centers to develop new services and add new sources of revenue.  IS Web Scripting provides call centers with a simple and easy-to-use one-click method to provide Web-based demonstrations of new scripts for clients; it also can be used to provide clients' customers with script-driven data collection applications using only a Web browser.

IS Web Scripting provides opportunities to increase revenues and enhance profits for a call center while reducing agent workloads in the following ways:

• Serving funeral home, property management, and apartment community accounts -- these are a sample of the types of accounts that have discovered IS Web Scripting's ease of use
• Providing clients with a role in script development to foster closer relationships
• Allowing client's receptionists to process data using the same script as the call center
• Giving clients access to update call center data via the Web
• Building and managing client websites, including scripting

Amtelco's New Transformer Script and Directory Tools (June 2010)

The new Amtelco IS transformer tools make it easy to update message scripts and directories for use in the Infinity Intelligent Series, resulting in significant labor savings.  The IS transformer scripts tool creates Intelligent Series message scripts using exported data from Infinity and other messaging platforms.  It can be used to automatically create basic messaging scripts when upgrading an Infinity system to the Infinity Intelligent Series.

The IS transformer is a component of the Intelligent Series supervisor application that makes it possible to convert forms and directories developed in prior versions of the Infinity software into Intelligent Series message scripts and Intelligent Series directories, complete with detailed contact methods.  The tool is also is capable of importing from comma- and tab-delimited text files and spreadsheets; this makes it possible to convert listings that were developed on other platforms into Intelligent Series directories.

Amtelco Goes "Pink" (April 2010)

Amtelco has launched a "You Click - We Donate" fund-raising campaign for the Susan G. Komen Breast Cancer Foundation.  For every new fan on Amtelco's Facebook page, Twitter, or those with a unique login to Amtelco's customer support websites (Techhelper, Amtelcopedia, and resource library), Amtelco will donate towards this far-reaching cause.

The "You Click - We Donate" campaign starts at the National Amtelco Equipment Owners (NAEO) conference in Newport Beach, California, March 21, 2010, and continues through October (which is Breast Cancer Awareness Month), 2010.

Tom Curtin, president, said, "The ‘You Click - We Donate' campaign is a great way for our customers and everyone in our industry to benefit an organization whose core objective is to find a cure for a disease that has touched so many of our friends and relatives."

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

Amtelco Intelligent Soft Agent System with Asterisk and ACD Connectivity (March 2010)

Amtelco has released the Intelligent Soft Agent for installation in the call center market.  The Soft Agent application is specifically designed for use with Voice over Internet Protocol (VoIP)-based telephone switching systems.

The Intelligent Soft Agent's streamlined user interface puts the power and flexibility of Amtelco's Intelligent Series suite of applications at the fingertips of call center agents.  The Intelligent Soft Agent application integrates with Session Initiation Protocol (SIP)-enabled PBX equipment from Asterisk, Avaya, Cisco, Mitel, NEC, Nortel, and Siemens, as well as Amtelco's Infinity ACD system.

SIP/VoIP technology provides call centers with the ability to establish low-cost, efficient, direct connections to their clients' PBXs and ACD systems.  The Internet-based communication technology makes it possible for call centers to easily and efficiently offer remote receptionist and messaging services with a quickly recovered capital investment.

Amtelco Increases Infinity Conferencing Seats to Sixty-Four (March 2010)

Expanded voice conferencing is available with the Infinity Conference Bridge module.  Multiparty conferences now allow up to sixty-four parties.  Conferences are created with or without agent assistance.  The audio conference can be recorded at the request of a call center agent or conference moderator.

Multiple conference bridge IDs can be predefined, allowing each staff member to have his or her own unique conference bridge.  Conferences can be secured with a moderator password.

Moderators can choose to record each conference, with the resulting WAV file emailed to them.  Moderators can also access a Web interface to view the status of their conference and manage it.  The expanded conference capability is available in software version 5.51 of Amtelco's Infinity family of call center solutions.

Amtelco Adds Auto-Connect Option to Soft Agent (March 2010)

Amtelco has added a configurable auto-connect option to its Intelligent Soft Agent operator application.  The auto-connect option enables incoming calls to be answered immediately as they ring into an agent workstation, eliminating the need for agents to manually connect to calls.  Auto-connect calls are preceded by a discreet audible tone as they are connected, alerting agents that new calls have arrived.

The auto-connect feature saves time and eliminates the chances of a call being missed or delayed when an agent is not looking directly at the workstation screen.  The Soft Agent application is specifically designed for use with Voice over Internet Protocol (VoIP)-based telephone switching systems.  The Intelligent Soft Agent's streamlined user interface puts the power and flexibility of Amtelco's Intelligent Series suite of applications at the fingertips of call center agents.

Amtelco Receives Patent for Dynamically Creating Records (January 2010)

Amtelco announced the receipt of U.S. patent 7,593,962 for "A System and Method for Dynamically Creating Records."  The new patent encompasses a script that pulls information from a database using a dynamic link, such as automatically entering a patient's address when the operator enters the patient identification number on an Infinity IS script.  Working in the opposite direction, this process can also be used to add information to a database using a dynamic link - for example, automatically adding a caller's name, address, and phone number to Amtelco's CMI contact management database when an operator enters the information on an IS script.

"This seamless transfer of data provides our customers with concrete savings in training time and on every call that comes into the healthcare facility," said Amtelco president Tom Curtin.  "The ability to dynamically create contact databases as operators take calls offers unlimited potential."

This patent is the twenty-eighth patent received through the leadership and innovation of Amtelco, beginning with the first patent in 1954.

Amtelco Provides Web Interface for Call Center Clients (December 2009)

Amtelco continues to enhance its call center Web interface.

Web Interface to Intelligent Series (IS) Scheduling: Clients can now log in to the Web and see their own personal home screen, showing their messages, status information, and on-call or appointment assignments.  Clients can update their own information and settings, view or update schedules based on permissions, and page, email, and SMS on-call personnel from the Internet.  Additionally, on-call and appointment schedules can be synced with Outlook calendars.

Web Reporting: This allows users to run system reports or create new custom reports, users, or departments, including on-call reports, which alert staff about open on-call shifts.

Smartphone Access to Infinity Web Applications: The power and functionality of the Infinity Software Version 5.51 and IS Web applications, including the Intelligent Directory and Intelligent On-Call Scheduling, are optimized for use with most popular brands of PDAs and smartphones.  The functionality and ease of use of the Web applications are available at call center clients' fingertips.

Amtelco Introduces IS Scheduling Enhancements (December 2009)

Amtelco's Infinity Software Version 5.51 includes several key scheduling enhancements, with the Infinity Intelligent Series (IS) Directory becoming more of a focal point for the system.  It allows all information related to an individual to be entered in one place.  This means increased efficiency and reduced mistakes. 

• IS directory importing and exporting can be scheduled and managed within the IS supervisor; imports are performed directly by the IS server, eliminating the stand-alone batch import application.

• On-call scheduling utilizes the new "roles" feature to categorize directory listings based on location or department and to define clients available for departmental on-call schedules.  Agents can create predefined shifts to ensure coverage during specific days and times; required roles can be associated with each shift to ensure proper coverage.

• Agents can locate a client from the directory to view on-call assignments within their directory listing screen.  Agents can select an assignment to access the associated on-call schedule for viewing or editing; agents can retrieve on-call clients from within a script without ever bringing up the on-call screen.  Retrieval of the on-call information enables contact-based dispatching.

Amtelco Real-Time Database Backup (November 2009)

The real-time backup feature of Amtelco's Infinity software version 5.5 allows the entire Infinity database to be backed up across a TCP/IP network connection to a backup Infinity server.  As changes are made in the primary Infinity server database, they are replicated across the network to the backup Infinity server.  This ensures that the backup Infinity server always has current data.  The primary and backup servers can be at the same location or different locations, with the real-time backup taking place over the Internet.

The Infinity database includes all voice processing, voicemail, text messages, and information pages.  If the backup server is used as the primary server in the event of a disaster recovery, the data entered into the backup server will be resynchronized into the primary server when it is brought back online.

Amtelco Infinity Chassis Goes Green (October 2009)

Amtelco's Infinity Telephony Boards meet the standards of the RoHS regulations.  These regulations implement EU Directive 2002/95 which bans the placing of new electrical and electronic equipment containing more than agreed levels of lead, cadmium, mercury, hexavalent chromium, polybrominated biphenyl (PBB), and polybrominated diphenyl ether (PBDE) flame retardants on the EU market.

The Infinity chassis also uses high-density boards and combines the servers for messages and voicemail into one compact chassis, which substantially reduces its energy consumption and makes it more efficient.

Amtelco's Contact-Based Architecture Eases Scripting and Dispatching  (September 2009)

Amtelco's Infinity Intelligent Series (IS) offers call scripting with Contact-Based Architecture (CBA), designed to meet the needs of today's call center clients who demand fewer errors with more sophisticated call-flow scripting, message processing, and contact-based dispatching.

Contact-Based Architecture presents dispatch steps that are specific to the selected contact.  The dispatch steps are presented in the order defined in each contact's status schedule.  As dispatch steps are executed, dispositions are automatically saved, documenting the results of the step and allowing follow-up actions.  CBA guides agents through the entire call process, greatly reducing mistakes while gathering information by automatically:

• checking spelling
• verifying that phone numbers and other fields are entered correctly
• performing automated case conversion
• performing date and time calculations
• filling in city and state with the entry of a postal code
• connecting to external databases and websites

Amtelco Introduces IS Appointment Scheduling  (September 2009)

At the recent ATSI convention in Pittsburgh, Amtelco demonstrated the Infinity Intelligent Series (IS) appointment-scheduling module, which offers call centers the ability to host appointment schedules for their clients.  IS appointment scheduling offers a call center the ability to purchase the package and run it on their premises, run IS appointment scheduling as a Web module using any platform, and integrate it with Amtelco's scripted IS messaging or CMI Diamond contact management database.

Amtelco is excited about this new advancement to the Infinity Intelligent Series.  Kevin Beale, Amtelco's software development director stated, "IS appointment scheduling builds on our already strong IS on-call scheduling platform.  It was a natural progression for us to add appointment scheduling to our IS toolkit.  With the combination of on-call scheduling, appointment scheduling, a Web interface, Microsoft Outlook integration, and automated confirmations and reminders, we feel we now have a complete scheduling package that we can offer to our current customers as well as customers running other [vendor's] equipment.  We would love the opportunity to work with anyone looking for new scheduling opportunities."

Amtelco Now on Facebook and Twitter (September 2009)

Amtelco has joined the world of social media with a new presence on Facebook and Twitter.  These online forums provide regularly updated sources of articles, newsletters, new product releases, and call center industry news.  Communicate with other call centers by signing up as an Amtelco Facebook fan, post recommendations, exchange ideas, or share success stories.  Keep informed of what's important to the call center industry.

Amtelco Introduces Infinity Dashboard (June 2009)

Amtelco introduced a new stand-alone system monitoring application called Dashboard, which helps supervisors and managers monitor activity and control call center business.  Dashboard graphically monitors the Infinity Intelligent Series system with easy-to-read gauges and charts.  Real-time information is constantly refreshed and displayed to give a current snapshot of important system information, including Infinity call traffic information such as average time to answer, agents, system waits, and port usage.

Dashboard can be displayed in the call center on a flat screen LCD or taken on the road on mobile smartphones like the Apple iPhone or iPod, the Palm Treo or Centro, a Blackberry, or a similar handheld device from Kyocera, Motorola, Qualcomm, or Samsung.

Amtelco Introduces Intelligent SMS Text Messaging (May 2009)

SMS text messaging is a critical dispatching method to send text messages to client's cell phones.  Sending SMS text messages is now an integral component of both Amtelco's Infinity message dispatching and Intelligent message contact dispatching.  Both support sending and receiving SMS text messages with all cellular carriers.

Choose Your SMS Text Messaging Method: Send and receive SMS text messages directly from the Infinity server via wireless cellular modems.  Call centers can choose the cellular modem to match their cell phone carrier, connecting it to the Infinity DigiBoard serial I/O board. 

Send and receive SMS text messages directly from the Intelligent Series server via wireless cellular modems (unlimited usage) or Internet-based SMS aggregators (faster but with a per-message charge).

Send and Receive SMS Text Messages: Clients who receive SMS text messages can reply to the messages, and these replies can be configured to automatically mark the original message as delivered, return the reply to an agent for follow up, or ignore the reply.  All replies are documented.

Inbound SMS Text Messaging: Receive unsolicited inbound SMS text messages and present the messages to an agent as a dispatch job or call.

Amtelco Conference Update (April 2009)

The National Amtelco Equipment Owners 2009 Conference was held March 1-4 in Cancun, Mexico.  The conference provided educational presentations, and Kevin Beale, Amtelco's director of R & D software, presented information on the following new releases:

Infinity Intelligent Dashboard: Graphically monitor the Infinity Intelligent Series system that constantly refreshes its information display to give a current snapshot of important system information, including Infinity call traffic, average time to answer, agents, system waits, and port usage.  Dashboards can be displayed on a flat screen LCD or on numerous models of popular smart phones.

VoIP Technology: Reduce telephony costs by adding native VoIP services to the Infinity system with Amtelco's XDS VoIP Board.

Client Management Intelligence (CMI): Integrate Amtelco's Intelligent Messaging with CMI to automatically build a contact database for your customers as you take calls for them.

Intelligent SMS Text Messaging: Sending SMS text messages is now an integral component of both Infinity message dispatching and Intelligent message contact dispatching.  Both support sending and receiving SMS text messages with all cellular carriers, which are sent directly from the Infinity server via wireless cellular modems or Internet-based SMS aggregators. 

Amtelco Connects to Asterisk and Other Leading ACDs  (March 09)

Amtelco has released the groundbreaking Intelligent Soft Agent for installation in the call center market.  The Intelligent Soft Agent is the next-generation evolution of Amtelco's Infinity call handling and messaging system.  The Soft Agent application is specifically designed for use with Voice over Internet Protocol (VoIP) based telephone-switching systems.

The Intelligent Soft Agent's streamlined user interface puts the power and flexibility of Amtelco's Intelligent Series suite of applications at the fingertips of call center agents.  The Intelligent Soft Agent application integrates seamlessly with Session Initiation Protocol (SIP) enabled PBX equipment from Asterisk, Avaya, Cisco, Mitel, NEC, Nortel and Siemens, as well as Amtelco's Infinity ACD system.

SIP/VoIP technology provides call centers with the ability to establish low-cost, efficient direct connections to their clients' PBXs and ACD systems.  The Internet-based communication technology makes it possible for call centers to easily and efficiently offer remote receptionist and messaging services with a quickly recovered capital investment.

Amtelco Adds Integral SMS Text Messaging to Infinity  (March 09)

Amtelco has added integral SMS (Short Message Service) text messaging to the dispatching component of both its Infinity platform and Intelligent Series applications.  With the introduction of Infinity Software Version 5.51, both platforms now support two-way SMS messaging that makes it possible for customers to reply to dispatched text messages.  The reply messages can be configured to automatically mark outbound messages as delivered and to send replies to an agent, allowing an ongoing conversation via text messaging.  Both platforms also support unsolicited inbound SMS messaging, enabling inbound SMS messages to be routed directly to agents.

Text messages can be wirelessly transmitted and received using cellular modems attached to the Amtelco server or Intelligent Series server.  Text messages can also be transmitted using an SMS aggregator service.

The SMS communications protocol enables the interchange of short text messages between mobile telephone devices.  SMS text messaging is the most widely used data application on the planet, with 2.4 billion active users, or 74 percent of all mobile phone subscribers, sending and receiving text messages on their phones.

Amtelco University Upcoming Course Schedule (Jan 09)

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.

Amtelco Infinity XDS VoIP Board Installation (Dec 08)

ACT Teleservices, a division of AMAC Corporation, is the first to install an Amtelco XDS Technologies Voice over Internet Protocol (VoIP) Board in an operational Amtelco Infinity call center system.  The seventy-two-seat call center in Newington, CT added the VoIP board as the next step in the effort to VoIP-enable their call center.  Tom Gelbach, managing director of ACT Teleservices, said the plan is to VoIP-enable their local and remote operators as well as their telephone trunks.

Amtelco's Infinity software version 5.5 with the XDS VoIP Board eliminates the need for a third-party VoIP gateway.  The XDS VoIP Board provides native VoIP switching directly within the Infinity Server; it is available in configurations ranging from 100 to 600 VoIP channels.  It supports VoIP operator audio, making it possible to update hardwired local and dial-in remote operators to VoIP, thus eliminating the need for dedicated operator audio boards and cabling.  The XDS VoIP board supports SIP trunking, making it possible to upgrade analog DID and T1-ISDN based trunks to VoIP.

Bill Curtin Inducted into the CAM-X Hall of Fame (Dec 08)

Congratulations go out to Bill Curtin on his induction into the 2008 CAM-X Hall of Fame.  This presentation took place at the Gala banquet held in conjunction with CAM-X's Annual Convention and Trade Show held recently at the Deerhurst Resort, Huntsville, Ontario.

Bill was nominated for this prestigious honor by Paul Lloyd (Answer Plus) and Doug Swift (Tigertel).  Paul presented a brief biography and an inspiring tribute to this long-time industry leader, with a touching overview of Bill's many accomplishments during his many years in the industry.

The CAM-X Hall of Fame was established by the Canadian Call Management Association in 2001 in order to recognize dynamic individuals whose leadership has contributed to the evolution of the telephone answering service and call center industry.  The Hall of Fame celebrates inductees for their accomplishments, their vision, and their leadership, as well as for their tireless efforts to promote, support, and protect the industry.

Amtelco Opens New Training and Data Facilities (Nov 08)

Amtelco has opened its new media and training center.  Named for its founder, the new William J. Curtin Media Center is designed to facilitate high-technology training, demonstrations, and meetings with a SmartBoard, high-speed Internet connections, and flexible seating configurations.  The Media Center recently housed the Infinity Intelligent Series Scripting Seminar.  Attendee Richard Press, president of Alpha Communications Management, said, "The new William J.  Curtin training room is an excellent facility for a small class such as this."

The Media Center is also the location for recording webinars.  The schedule of upcoming live webinars can be found on callcenter.amtelco.com.  Hundreds of recorded webinars are also available online to Amtelco service contract customers.

In addition, Amtelco has installed a new data center as part of an ongoing commitment to being technologically prepared for the future.  The data center consolidates all the Amtelco Internet and server facilities to improve communications, allow for future expansion, improve security and reliability, and provide faster response times to customers.

Amtelco Infinity XDS VoIP Board Installation (Oct 08)

ACT Teleservices, a division of AMAC Corporation, is the first to install an Amtelco XDS Technologies Voice over Internet Protocol (VoIP) board in an operational Amtelco Infinity call center system.  The 72 seat call center in Newington, CT added the VoIP board as the next step in the effort to VoIP enable their call center. Tom Gelbach, managing director of ACT Teleservices, said the plan is to VoIP-enable their local and remote operators, and to VoIP-enable their telephone trunks.

The latest release of the award-winning Infinity supports the XDS VoIP board, which eliminates the need for a third-party VoIP gateway.  The XDS VoIP board provides native VoIP switching directly within the Infinity server.  The XDS VoIP boards are available in multiple configurations ranging from 100 to 600 VoIP channels.  Each channel is the equivalent of an operator audio port or a telephone.

The XDS VoIP board also supports VoIP agents.  This can replace current hardwired and dial-up analog remote operators, eliminating the need for dedicated agent audio boards and cabling.  With Infinity software version 5.5, agent stations can now be implemented over the TCP/IP network.  This can be used for both local and remote agents connecting via the Internet.  Office telephones can also utilize VoIP as their base.

Amtelco Releases CMI Diamond (Sep 08)

Amtelco released Client Management Intelligence (CMI) Diamond, which allows call centers to generate new revenue by providing client management to their clients.  This represents a new dynamic in messaging and client relationships.  With CMI Diamond, call centers can offer clients a customized CMI database filled with information about the people interested in their business.

Currently, a call center's billing stops once information is passed to the client.  Using CMI Diamond, the revenue stream continues while providing CRM service to clients.  The new services CMI Diamond can offer include:

• automatically building an organized database of prospects and client contact information

• tracking the history of sales calls, emails, and meeting schedules

• providing follow up campaigns by phone or mail

• reporting and billing information

Clients can use the CMI Web interface to access their messages, view caller information, and request the call center to make call backs.  Amtelco's CMI Diamond application is available through the Internet or a company's Web server.  CMI Diamond integrates with Infinity Intelligent Series (IS) Software Version 5.5 to provide the tools needed to automatically build customer resource management databases. 

Amtelco Announces Pat Dye as New Sales Representative for the Eastern States (Sep 08)

Amtelco announced that Pat Dye will be covering the eastern states territory.  Pat has been with Amtelco since 1999.  Previously, he was an Amtelco installer, became a field engineer, and served as a project manager.  Pat has been a team leader in field engineering since 2004. 

Pat studied mainframe system analysis and programming at the Madison Area Technical College in Madison, Wisconsin.

Pat has been active in coordinating and hosting the Infinity Technical Seminars around the country.  His technical expertise and experience working with Amtelco customers will be an invaluable asset to the Amtelco sales team.

Amtelco Receives U.S. Patent for Scripting Method (Jul 08)

Amtelco has been granted a patent by the United States Patent and Trademark Office for "A System and Method for Intelligent Script Swapping."  The patentable element is Amtelco's method of writing scripts that are usable by multiple platforms such as WinOp and Web pages and that can retain previously collected information as the script moves from platform to platform.

For example, a call can be answered by an automated system that collects information, including ANI, other automated information, and caller responses to script questions.  At some point, the caller may transfer to an agent.  The information previously collected follows the call to the agent.  If the agent collects additional information and pushes the call to a Web page, all the information collected in the two previous segments of the call, regardless of how it was collected, will follow as the call moves into yet another platform.

Amtelco has been awarded seventeen patent grants since 1982 as well as a number of Canadian and other foreign patents that correspond to the U.S. patents currently or previously held by Amtelco.

Amtelco Releases Pro Show Appointment Reminder (Jun 08)

Call centers can help their clients eliminate "no shows" with Amtelco's Pro Show appointment reminder application.  Pro Show allows call centers to offer enhanced notification services that are completely automated or require minimal agent involvement.  In addition to appointment reminders, Pro Show can send meeting reminders, class reminders, or any type of notification needed.  In addition, Pro Show can help with generating mailing lists for reminder letters or postcards. 

Pro Show features seamless integrations and importing capabilities with existing appointment-taking software; it works with other applications that can supply information in the form of a file, a database connection, XML, CVS, or HL7 notification.  Pro Show can notify appointment holders as many times as needed, by a variety of methods: phone call, email, and pager.

The Pro Show scheduler automates the notification process by analyzing the data it receives to determine when to initiate the reminder service and what method should be used for each reminder.  It keeps track of the outcome of each notification attempt and includes message reporting based on call and message statistical data.

Amtelco Announces VoIP Board (Jun 08)

The latest release of the award-winning Infinity supports the Amtelco XDS Voice over Internet Protocol (VoIP) board, which eliminates the need for a third-party VoIP gateway.  The XDS VoIP Board provides native VoIP switching directly within the Infinity server.

Agent audio can be migrated from traditional analog connections to VoIP.  Remote stations can connect an audio path to their home or remote offices using VoIP, eliminating the need for and cost of a separate dedicated phone line.  Office telephones can also be based utilizing VoIP.

The XDS VoIP Boards are available in multiple configurations, ranging from 100 to 600 VoIP channels.  Each channel is the equivalent of an agent audio port or telephone. 

The XDS VoIP Board supports connections to VoIP carriers.  The connection is established using the VoIP protocol called Session Initiation Protocol (SIP) trunking that enables Infinity software version 5.5 to handle incoming and outbound calls.  With SIP trunking, Infinity-based call centers can offer nationwide local DID service and outbound dialing, allowing them to have a local telephone presence anywhere.

Amtelco Training Opportunities at ATSI Convention (May 08)

Amtelco will offer several training seminars on Wednesday, June 18, 2008, at the 2008 ATSI Convention in St. Louis, Missouri.  Attendees may participate in basic and advanced Infinity Intelligent Series (IS) scripting courses, Client Management Intelligence (CMI) training, and Telephony 101 and 201 courses prior to the convention.

Infinity IS training will have morning and afternoon sessions, coordinated with the National Amtelco Equipment Owners (NAEO) group, open to all ATSI attendees, and held in the NAEO meeting room.  Basic and advanced scripting demonstrations will show laborsaving techniques and explain how call centers can add revenue marketing IS capabilities.

The CMI client management and marketing tool seminar starts at 3:00 p.m. in the Amtelco suite and demo room.  Amtelco's CMI works with all call center systems, allowing it to manage in-house communications and client relations.  Infinity Intelligent Series users can use CMI Diamond to automatically turn each message into a Web contact.

Telephony 101 and 201 sessions will be held each morning and early afternoon in the Amtelco suite and demo room.  These courses are designed to provide information applicable to all system platforms.

Amtelco University Opens New Training Center (May 08)

Amtelco has completed work on a new training center for use by its trainers, customers, and salespeople.  The new center incorporates high-tech training tools like the Smart^TM board, an interactive, electronic whiteboard that can enhance instruction and learning, making it possible for trainers to create content-rich, dynamic lessons.

Amtelco University encompasses the ongoing educational programs that Amtelco system users have at their disposal to learn about using the latest call center technology to increase their profits and reduce labor expenses.  Amtelco customers enjoy access to an online resource library and Tech Helper, as well as trainers, seminars, and research and support staffs. 

Amtelco University seminars and webinars are hands-on, interactive sessions geared towards supervisors, client account programmers, managers, and owners.  The next seminar is Telephony 101 and 201 and will be held on Wednesday, May 5, 2008, at the Ramada Inn Bradley Airport in Windsor Locks, Connecticut. 

The Telephony 101 curriculum provides an in-depth explanation of telephony and interfaces from early analog up to and including T1.  The Telephony 201 curriculum covers from T1 up to and including VoIP and SIP. 

Amtelco Users Set Attendance Record at Conference (Apr 08)

The recent NAEO 2008 Conference set an attendance record with more then 250 attendees from over 100 call centers.  Amtelco provided educational presentations and announced their latest innovations.  Kevin Beale, Amtelco's director of R&D Software, presented new releases; items generating the greatest interest included:

• Unity Voice Logger: an integral solution, using Infinity voice processing and conferencing resources for call recordings

• Infinity Real-Time Backup: allows the entire Infinity database to be replicated on a real-time basis to a backup Infinity Server, ensuring a current backup server if it is ever needed

• VoIP Technology: adds native VoIP services to Infinity with Amtelco's new XDS VoIP Board.  Uses include local and remote operator audio and SIP trunking to VoIP telephone carriers and PBXs

• Client Management Intelligence (CMI): integrates with Intelligent Messaging to automatically build a contact database of callers

• ANI Behavior: streamlines call screening and automated forwarding and caller lookup

• Contact-Based Dispatching: ensures message delivery

The day before the conference, Amtelco University hosted a well-attended seminar by Gary Kerner and Susan Kirkpatrick who presented the latest "Work Smarter, Not Harder" tips and tricks. 

Amtelco University Announces Technical Seminars (Apr 08)

Amtelco University upcoming seminars, Telephony 101 and 201, will be held in Columbus, OH and Hartford, CT.  These hands-on, interactive sessions are held on a regular basis throughout the year.  Different levels are provided for beginning, intermediate, and advanced Amtelco product users. 

Telephony 101: Provides an in-depth explanation of telephony and interfaces from early analog up to and including T1.  It includes a hands-on lab demonstrating the use of the tools of the trade; workbooks are included.

Telephony 201: Covers T1 up to and including VoIP and SIP trunking/networks, providing a better understanding of how and when this interface benefits call centers.  Workbook and handouts are included.  T101 is a prerequisite for this course.

The purpose of these courses are to educate personnel that have more recently joined the industry and not gone through the progression of analog circuits to digital interfaces.  Courses also serve as a great learning aid to a better understanding of newer interfaces. 

Amtelco Announces Greg Strehlow as Sales Rep for Western States (Apr 08)

Amtelco announced that Greg Strehlow has been added to its sales representative force.  Greg will be covering the west coast locations of Amtelco's 1Call Hospital and Higher Education division and assisting Nora Farber with the Call Center division.

Greg received a degree in nuclear physics with a minor in technical communications from the University of Wisconsin.  Previously, he played a major role in the development of the Infinity Intelligent Series (IS) scripting capabilities and was an Amtelco trainer.  He has been with Amtelco for five years. 

Gary Kerner, director of Call Center Sales, stated "Greg was the primary IS trainer for many installations on the west coast.  Greg's insider knowledge of the IS benefits and familiarity with existing customer's operations has already proven to be a great asset to Amtelco and its west coast customers."

Amtelco to Provide Advanced Training at Conference (Jan 08)

Amtelco will provide educational presentations during the upcoming NAEO conference to be held in Savannah, Georgia, on February 3-6, 2008.  Amtelco's lineup includes:

• Sunday, Feb. 3, 1:00--4:00 p.m.: Amtelco University - Gary Kerner and Susan Kirkpatrick present the latest "Work Smarter, Not Harder" tips and tricks.  Attendees will learn the best ways to tap into the power of Infinity and IS.

• Monday, Feb. 4, 1:00--2:30 p.m.: Infinity Intelligent Series, Version 5.5

• Tuesday, Feb. 5, 9:15--10:45 a.m.: Kevin Beale presents the latest innovations in Infinity software, version 5.5

• Tuesday, Feb. 5, 1:00 - 3:00 p.m.: Basic and Advanced Intelligent Series Workshop

Amtelco's Infinity Provides High Reliability (Dec 07)

Amtelco's Infinity is providing call centers with unprecedented levels of system availability.  Many Infinity users, including Medical City Dallas Answering Service in Dallas, TX and Medical Exchange in Merrillville, IN, have gone over a year without having to restart the system.  That equals 100 percent uptime, with uptime over the life of the system over 99.99 percent.

Today, business continuity efforts at many call centers are shifting from recovery mode to resilience.  Proactive business continuity assures that the system will not go down and disrupt business.  It also supports customer satisfaction by ensuring information integrity.

Amtelco consistently anticipates the rapidly changing business environment to ensure that the system, which is the backbone of the business, is protected and always running.  With Amtelco's Five Star Service, call center owners and managers have peace of mind knowing that their business will operate continuously and seamlessly and that the system infrastructure is delivering value to their clients.

Call centers can use the proven record of accomplishment of the Infinity system stability in their marketing campaigns to demonstrate their reliability to prospective clients and increase client satisfaction.

Amtelco's Op See Feature Adds Supervisor Control (Oct 07)

Amtelco's Infinity Op See feature allows supervisors to monitor an operator's screen and audio while the agent is processing calls.  Amtelco has added a new capability to the Infinity Op See feature.  Supervisors can now take over the keyboard from the agent they are monitoring.  This allows a supervisor who sees a problem with a call to take over completion of the call and then return control to the agent afterward.  Call centers can use this new capability to help train new staff, reduce agent errors, and increase client satisfaction.

Amtelco to Offer Free Telephony 101 Course at GLTSA Meeting (Oct 07)

Amtelco University is offering a no-cost, platform neutral Telephony 101 course in conjunction with the Great Lakes TeleServices Association (GLTSA) Fall Annual Meeting.  "This class is a great addition to the seminar" said Gary Kerner, Amtelco sales manager. "It will contain a review of some widely used telephone and CTI terms and abbreviations, with an overview of past, present, and future telephony interfaces.  The class will be held Monday, October 22, from 3:00 to 5:00 pm.

The GLTSA meeting will be held with a two-track program: sales & marketing and supervisor training.  It will be October 22-24 in Oak Brook, IL.  In addition to the Amtelco training preceding the meeting, ATSI and NAEO will present additional sessions afterwards.

The ATSI (Association of TeleServices International) will be hosting a Grassroots Lobbying Boot Camp on Monday, October 22, from 1:00 to 6:00 pm.  NAEO will conduct an equipment specific supervisors training October 24-25, following the conclusion of the conference.

Amtelco Launches Amtelco University (Sep 07)

Amtelco announced the formal naming of its ongoing educational programs: Amtelco University.  For over thirty years, Amtelco system users have benefited from many opportunities to learn about how to use the latest call center technology to increase their profits and reduce labor expenses.  Amtelco customers enjoy access to an online Resource Library and Tech Helper, trainers/teachers, seminars, and large research and support staffs. 

Amtelco University Classes will be held at the fall meetings of WSTA, GLTSA, STA and CAM-X.  Topics include: Telephony and Your Call Center, Order Entry and Help Desk Applications, and Marketing Advanced Messaging.

Amtelco University Seminars and Webinars are hands-on, interactive sessions are geared towards supervisors, client account programmers, managers, and owners.  They are held on a regular basis throughout the year.

Amtelco University Resource Library provides many tools to simplify account set-up, reduce training time, and get great programming ideas.  The Resource Library includes a Training Library, a webinar Library and Script Libraries for the Infinity Intelligent Series and eCreator. 

Amtelco University TechHelper provides seminar schedules, the Google search engine, Tips and Tricks, software downloads, and reference guides.

Amtelco Innovates with Timesaving "Push-to-Talk" Feature (Jul 07)

Amtelco announced the new Infinity Push-to-Talk feature, which gives agents fast access to overhead paging or radio connections.  This eliminates the need for staff to move to a specific location to access security radios or mobile dispatch radios, saving time and increasing efficiency.  To activate the connection, operators press and hold a key on the keyboard, which remains active until the button is released.  Agents see a visual indication on the screen that they are currently connected to the overhead paging system or to the radio.  The Push-to-Talk button can be assigned to any function key on a standard keyboard or any key on the Infinity KB163 keyboard.

"The new Infinity Push-to-Talk feature makes it possible for our customers to offer overhead paging or multichannel radio communications to their clients, as well as providing an instant communication link with security personnel and staff throughout their client's businesses in urgent situations," stated Tom Curtin, president of Amtelco.

Amtelco Ships the 600th Infinity System (Jun 07)

Amtelco announced that it has set a milestone by shipping more than 600 Infinity systems to customers since 1998.  In addition, there are approximately 300 non-Infinity Amtelco systems currently in use.

Amtelco is a leader in the call center system market and has provided innovative solutions for over thirty years.  "The numbers don't lie.  Customers are clearly turning to Amtelco as their trusted partner for call center solutions," said Tom Curtin, president of Amtelco.  "Through our strong commitment to research and development and customer service, Amtelco makes the experience of preparing your call center for the future a positive one."

Amtelco is focused on increasing the scope of its 5-Star After-the-Sale Service program.  This includes the unique online TechHelper and Resource Library.  By investing heavily in their research and development and field engineering departments, Amtelco has provided its customers with greater expertise and guidance on planning and building the latest technology into their call centers.

Amtelco Introduces Contact-Based Dispatching (May 07)

Amtelco announced a new concept to simplify message handling - contact-based dispatching.  Contact method information, included in Intelligent Directory listings, now drives the dispatch process.  This allows the listings to provide contacts for Infinity Intelligent Series applications.  This includes the new Intelligent Directory On-Call Scheduling as well as Intelligent Dispatching and Intelligent Messaging.

Intelligent Directory Contacts: The process of dispatching messages is greatly enhanced using Intelligent Directory Contacts, which allows users to enter information related to dispatching as part of a directory listing.  Intelligent Messaging and Dispatching can then utilize the contact information to script and control the dispatch process. 

Dispatch Rules: Each directory listing can have dispatch rules that define the steps that should be presented to agents for dispatching.  These rules allow agents to script the dispatch process for a given contact.  They can be used to determine which contact methods to present to agents in the form of dispatch steps, the order the steps should be presented, any retries that should be scheduled, escalation options, detailed instructions for the agents, and disposition choices that should be presented to agents.

Amtelco Unveils Intelligent Dispatching (May 07)

Amtelco launched the next generation of messaging: Intelligent Dispatching.  Infinity 5.5 provides the platform for significant enhancements to the dispatch process.  These enhancements were introduced at the NAEO (National Amtelco Equipment Owners) 2007 conference. 

The focus of the enhancements is the dispatch list and dispatch jobs, which allows dispatchers to select jobs to work on rather than pushing jobs to them via "call park."  This is accomplished by presenting the dispatch list to agents who are enabled as dispatchers whenever they are not on a call.

The dispatch list provides dispatchers with a placeholder for pending dispatch jobs.  As agents take messages using intelligent messaging, dispatch jobs automatically appear to dispatchers in the dispatch list.  The dispatch jobs have properties defining when they are due, descriptive names, special instructions, priority levels, custom colors, and dispatch group assignments.  The dispatcher is given the highest priority dispatch job at the top of their list and simply follows the script. 

The dispatch steps presented to the dispatcher are actually an active part of the message script, allowing the dispatch steps to be scripted.

Amtelco Launches Discovery Forum (Apr 07)

Amtelco launched their online Discovery Forum, consisting of webinars conducted by Amtelco customers sharing techniques and ideas for users of Amtelco software. Jamy Williams from Phonepower, Inc led the first Discovery Forum topic, "Styles and Fonts in Amtelco's Infinity Intelligent Series."  Amtelco customers can access recordings of the webinars located in the Resource Library. 

The online Amtelco Resource Library provides tools to simplify account setup, reduce training time, and get programming ideas.  This is the first such library in the industry and is a benefit for Amtelco customers.  Training agents is easy with detailed videos available to watch anytime, night or day. 

The Amtelco Resource Library also includes script libraries for the Infinity Intelligent Series and eCreator.  Using the Script Library, Amtelco system users have the opportunity to share their application scripts with other users for their mutual benefit. 

A new Wish List is now available on Amtelco's TechHelper website for customers to communicate their needs and ideas to Amtelco's software developers.  TechHelper has been enhanced with a bulletin board for up-to-the-minute news and a Google powered search engine.

Amtelco's E-mail Confirmation Ensures E-mail Delivery (Mar 07)

Amtelco introduced an innovative way to ensure that e-mail messages reach their intended recipient: e-mail confirmation.  Amtelco Infinity users have long been able to confirm that clients have received pages using Infinity's page confirmation feature, which allows a client to confirm receipt of a page without speaking to an agent.  This same capability is now possible with e-mail messages.  Clients can confirm the receipt of an e-mail message by replying to the e-mail with a configurable keyword such as "confirmed" or "declined."  Infinity receives the reply and updates the message that generated the e-mail with the replied status of confirmed or declined.

If a message is confirmed, subsequent automated dispatch steps are cancelled, the message is marked delivered, and the message history is updated with the confirmation.  If a message is declined or there is no reply, the message history is updated, and the message is either returned to an agent for further action or subsequent automated dispatch steps continue in an attempt to reach the client using other means.

Amtelco's Intelligent Series Provides "Return Caller Message Fill In" (Mar 07)

Amtelco's Infinity Intelligent Messaging uses Amtelco's patent-pending dynamic linking method to provide Return Caller Message Fill In capabilities for busy agents.  The feature reduces labor costs and call-handling time by automatically providing agents with information about callers who have called in the past.

A component of the Infinity Intelligent Series, Intelligent Messaging uses call scripts to lead agents through calls and to ensure that the correct information is solicited during every call.  Call and caller information is stored in a Microsoft SQL database and is immediately accessible for future use.

The Return Caller Message Fill In capability can use the call ANI (Automatic Number Identification) to perform a keyword search to retrieve information from previous calls and present it to agents as soon as they answer calls.  Alternately, searches can be conducted using other keys, such as names and postal codes that agents insert into message forms after answering calls.

Amtelco's dynamic linking eliminates the need for agents to manually search directory listings, on-call schedules, and other sources of client information during call handling.

Amtelco's Solutions Now Rated Avaya Compliant (Jan 07)

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.

Amtelco Announces Billing Link Software Version 4.0 (Dec 06)

Amtelco announced an upgrade to its billing application, BillingLink.  With this new version, BillingLink allows users to link directly to the raw statistics database in either SQL Server or Access format.  Billing Link Version 4.0 features a full suite of all the customizable capabilities, plus a long list of new features and enhancements.  Many of these new features have been developed with the input of current users, such as:

• Unlimited invoice layouts

• Additional invoice printing and export methods

• New charge options like night, weekend, and holiday multipliers

• New master options - up to 100 custom formulas

• Increased recurring charges

• Unlimited one-time charges, plus new options for aging, finance charges, statistic rounding and charge parameters

Amtelco Hosts a Free Seminar on Infinity Tips, Tricks, and Techniques (Dec 06)

Amtelco invites Infinity system users to a free seminar at the Holiday Inn Santa Ana-Orange County Airport on Wednesday, December 6, 2006 from 9:30 a.m. to 3:30 p.m.  Lunch will be provided.  The seminar will cover the benefits of the Infinity features that have proven to be the most valuable to users.  This one-day seminar is designed for call center agents and marketing personnel. 

Learn how to unleash the profitable potential of the Infinity system.  The "Tips, Tricks, and Techniques" seminar is the latest in a series of popular seminars held all over the country. 

Amtelco Announces Gary Kerner as National Sales Manager (Oct 06)

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.

Amtelco Releases On-line Client Management Intelligence (Sep 06)

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.

Amtelco Announces Disaster Planning Tools (Sep 06)

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.

Amtelco Announces New Intelligent Messaging Features (Jun 06)

Call center clients are demanding fewer errors, flexible call handling, and message dispatch. Intelligent messaging guides agents through the message-taking process, using scripts created to meet the needs of each client.  To increase the labor savings and accuracy of message handling, Amtelco has added new features to intelligent messaging including:

• Easy Script Editor: streamlines the script writing process and reduces complex programming tasks.

• Script Styles: changes the color of scripts' background, foreground, description, button, and font.

• Actions: Allows supervisors to define what should happen when a button is pressed, a list item is selected, or a screen is accessed or closed.  Actions perform functions like dialing, changing information pages, popping directories and on-call schedules, and connecting to an external database.

• Message Branching: allows the flow of each message to be controlled by selections made by agents.

• Dynamic Linking: interfaces to other sources of information to ensure agents accurately complete a message.  Agents receive instructive information from sources such as intelligent directory, on-call schedule, external databases, websites, and Microsoft MapPoint maps.

Amtelco Adds New Features to Infinity V5.4 (Apr 06)

Amtelco announced several new features for the Infinity Software Version 5.4 release.  Several enhancements have been made to allow agents to answer calls with a more accurate answer phrase for every situation.  Some of these highlights include:

• Enlarged answer phrase on a new call to focus agent attention on the answer phrase.

• Dynamic answer phrase can reflect the current time of day and other changing factors.  Supervisors can program command codes into answer phrases to have the answer phrases automatically adjust.

• Dynamic perfect answer to prerecord the answer greeting that a caller hears when an agent answers a call.

• Expanded bulletin board provides supervisors with a tool to provide more information to all agents.   

• Automatic agent setup updates allows supervisors to change agent call distribution on-the-fly, without requiring the agent to log out and back in.

• Client list eliminates the need for agents to remember client numbers.

Amtelco Announces New Dispatching Features (Apr 06)

Amtelco customers have reported that by using Infinity intelligent messaging, they have greatly decreased the number of errors in the message-taking process.  The same improvement is now possible in the dispatch process by using Infinity intelligent dispatching. 

To increase the labor savings and accuracy of dispatching, Amtelco has added new features, including:

• Dispatch scripting: The dispatch process can now be scripted.

• Dispatch groups: Dispatch jobs can be assigned to specific groups of agents.

• Dispatch window: Agents can monitor all pending and current dispatch jobs. 

• Dispatch agents working on a job are taken into a script that controls what dispatch steps should be performed and the order they should be performed.

• Dispatch reminders can be set to remind agents to follow up after some period of time.

• Client check in: Agents will see a list of the pending dispatch jobs for the client. 

• Dispatch supervision: Supervisors can monitor and interact with dispatch jobs using the intelligent series supervisor dispatch window.

RED Alert Receives "Product of the Year" Award (Mar 06)

Amtelco announced that its RED (Rapid Emergency Deployment) Alert system has received the 2005 "Product of the Year" Award from Technology Marketing Corporation. "We are pleased that RED Alert was selected as the Product of the Year," said Tom Curtin, Amtelco President.  "RED Alert offers an innovative and comprehensive package for handling everything from staffing shortages, to emergency situations, and even routine meeting reminders."

RED Alert is a notification system for call centers and their clients' business continuity needs.  It offers a number of methods for quickly contacting personnel to meet a wide variety of specific disaster and event notification needs:

• Helps call centers and their clients react quickly to emergencies, disasters, outages, threats, severe weather, urgent meetings, and alarms.

• Send alerts via pager, email, mobile phone, home phone, or SMS device.

• Scheduled notifications for meetings, recalls, and staff shortages.

• Monitor progress in real time.

• Supports conferencing and recording using Amtelco's Conference Bridge.

• Available as a hosted or purchased solution.

• Can be implemented with any major telephony system.

NAEO Members Launch Hurricane Relief Efforts (Nov 05)

After the devastation of Hurricane Katrina, the National Amtelco Equipment Owners (NAEO) group stepped up to offer assistance for the Gulf Coast area and the many teleservice employees left jobless.  NAEO set up an Operator Relief Fund "to help those that say ‘May I help you?' hundreds of times a day."  According to Marci Imes, NAEO President, "As an industry, we immediately recognized that many call center staff members were impacted by Katrina and we needed to find a way to help those who have helped so many over the years."  Although contributions are not tax-deductible, over $100,000 has already been contributed.

Betty Bouchie, the NAEO Operator Relief Fund Coordinator, stated, "We have a number of call centers who have offered to re-locate agents, often including housing as well as a paycheck, while the details of their new lives can be planned.  We have a team working closely to contact and locate call centers in the area.  We hope to reach as many call center workers as possible."

Amtelco Announces Infinity ANI Auto Routing (Sep 05)

Amtelco announced ANI auto-routing for Infinity v5.3.  For telemessaging call centers, morning check-in and evening check-out times are extremely busy.  To save agent time, Infinity can now route calls, based on the caller's ANI.

Based on the ANI data received, if the call is forwarded from the call center client, the call is routed to an agent.  If the call is coming in directly from the client, the behavior will change and the call goes to the Infinity voice processing to give the client choices.  The client hears a recording (which can be customized with their name) then plays a recording such as "Our system has detected that you are calling us from your office.  If you are calling to forward your calls, press 1 now.  If you need to speak with us, press 0 or stay on the line."  If they press 1, they hear another message such as "You have successfully forwarded and may hang up now."  This feature can also be used for routing calls from on-call personnel directly to a specific Infinity account.

Amtelco Announces Scripting Prize Winners (Sep 05)

Amtelco announced the winners of the scripting contest held for users of the Infinity Intelligent Messaging scripting software.  The winners of each category are: Best Script: Tory Johnson of ACT Teleservices, Most Complex Script: Joe Adam of Athens Regional Medical Center, and the Most Scripts Entered: Mercedes Kristal of World Class Communications.  Intelligent Messaging is being used by call centers to reduce operator errors and training time, as well as simplify difficult call processes.  Winners receive gift certificates and the Best Script wins an iPod mini MP3 player.

The contest was launched to encourage users sharing of scripts in the online Amtelco TechHelper Resource Library. The Resource Library is a unique compendium of training videos, webinars and PowerPoint presentations, and scripts available to Amtelco product users as a major benefit of their support contracts.

Amtelco to Host Infinity Intelligent Series Seminar (Jul 05)

Amtelco announced a seminar about the Infinity Intelligent Series and call scripting.  The seminar will be held on August 23-25, 2005 in Madison, WI at the Fluno Center for Executive Education.  The Fluno Center was recently rated by the Financial Times of London as number one internationally for food and accommodations in the category of custom programming.  It is part of the University of Wisconsin campus.

Members of the Amtelco software engineering team will conduct a hands-on presentation on the benefits and applications of the Infinity Intelligent Series.  Participants will learn by using the software themselves.  The demonstrations will include how to reduce errors and operator training time, two benefits frequently mentioned by Intelligent Series users.  The seminar also includes hands-on workshops on call scripting to guide operators through each call, using the Infinity Intelligent Series features to insert photos, website links, scrolling banners, and custom colors to direct the operator's attention.

Seating is limited and registration will be on a first-come basis.  The seminar will be of greatest value to those who have already implemented the Intelligent Series, or are considering the upgrade.

New Version of Amtelco's World of Innovation Demo CD to be Released (Jun 05)

Amtelco announced a new version of the World of Innovation demo CD will be released for the conference on June 22-25, 2005.  The CD contains movies with audio showing the desktop actions of the operator and supervisor.  The movies allow the viewer to listen in and look over the shoulder of an expert while they handle calls, dispatch messages, and create advanced scripts using many of the Infinity Intelligent Series features.  A virtual tour movie of Amtelco's facility is included on the CD, allowing viewers to take a virtual walk through all the departments that collaborate to deliver service to Amtelco's customers.

Amtelco's Infinity Intelligent Series Installations Exceed 30 (Jun 05)

Amtelco announced the 34th installation of the Infinity Intelligent Series.  Call centers using the Infinity Intelligent Series report being amazed at how quick and easy agent training has become.  Training time can be reduced by 50 percent or more because of the built-in guidance that guides each agent through the complex call processes. 

Also, there is no need to use expensive IT staff to do advanced message scripting.  It can be done by call center supervisors and managers.

Agent errors are significantly reduced with the use of the Infinity Intelligent Series.  This is accomplished by automatically validating all of the information entered by agents and guiding them through the entire messaging and dispatching process.  All of the information and tools agents need to complete each call is available to them, including websites, database information, photos, directories, and on-call schedules.

Amtelco Celebrates 30 Year Anniversary (May 05)

Amtelco is celebrating 30 years serving the telecommunications industry.  Bill Curtin founded Amtelco in 1975, who embodied the company's spirit of innovation.  He invented the Telesignal, the first phone line concentrator/identifier, in 1951.  The Telesignal identified which customer's phone was ringing and reduced the number of lines between the telephone company and the TAS, cutting line costs by over 90 percent.  Curtin received a US patent in 1954 and a Canadian patent in 1956.  In 1991 Curtin was inducted into the ATSI National Hall of Fame. 

Today, Amtelco equipment is in operation in all 50 of the United States and in more than 20 other countries.  Millions of telephone calls a day are processed by Amtelco systems throughout the world.

Amtelco has three divisions:

• The Call Center Innovations Division is a leading provider of telemessaging equipment and systems to the TAS and call center industry.

• The 1Call Division specializes in offering communication solutions for healthcare and higher education facilities.

• The Amtelco XDS Technologies Division designs, manufactures, and markets several lines telecommunications switching boards. 

Amtelco Introduces Online Client Management Intelligence (May 05)

Amtelco announced the launch of the Amtelco online Client Management Intelligence (CMI).  Call centers can use CMI to keep track of communication with clients or prospects and establish a system of measuring, monitoring, and increasing client satisfaction.  Major advantages include the collaborative elements, which allow for viewing and scheduling client contact activities for call center staff and give access to phone calls and email messages sent to clients.

CMI offers two software products: CMI Call Center and CMI Infinity.  CMI Infinity allows call centers to provide marketing services to their clients, such as phone or direct mail campaigns.  CMI Call Center provides a tool for call centers to control their own business development.

CMI Call Center and CMI Infinity both track contact activities including: phone calls, quote activity, meetings, service calls, billing inquiries, information requests, brochure mailings, emails sent, and training sessions or calls.  CMI contact history can be searched by date, salesperson, sales territory, and company.  CMI is available as a purchased or hosted client management solution.

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