Connections Magazine: The Outsourcing Call Center Information Magazine

Startel News

Startel Announces v8.0 (5/08)

Startel Corporation, a provider of integrated voice, data, and networking solutions for call centers, announced its 8.0 release. The new CMC statistics will provide a more comprehensive detail on every call; each segment will be tracked and measured. Patched calls and other previously independent events are cross-referenced. The CMC call statistics will be fully compliant with the ATSI certification requirements, allowing the measure of various metrics according to defined standards from all vendors.

Startel�s IntelliScheduler feature allows schedules to be created with shifts spanning unique times and enables �on-the-fly� assignments. In addition, particular schedules can be created to accommodate holidays and special occasions; new enhancements make the product more flexible. Release 8.0 also includes improvement to the directory entry and client view functionality:

Directory Entry: allows the CMC administrator to modify the directory associated with the IntelliScheduler.

Client View: shows a daily/weekly/monthly schedule for a client, integrating the client�s regular schedule, special schedule, and on-the-fly changes.

Another deployment is a Web-enabled IntelliScheduler application that allows call center clients to view and modify their schedules via the Internet.

For more information, call Dan Feis, Startel director of sales, at 800-782-7835 x714 or visit www.startelcorp.com.

Startel Corporation Announces Their Recent Acquisition by Bilrob LLC (4/08)

Startel Corporation, a provider of integrated voice, data, and networking solutions for call centers, announced their recent acquisition by Bilrob LLC, an investment company controlled by Bill Robertshaw and his family.

The Robertshaw family has a diverse portfolio of businesses including construction companies, commercial and residential real estate ventures, and interests in over seventy-five telemessaging call centers. Bill has been a longtime advocate and supporter of Startel; many of his call centers utilize Startel products. �I have always believed in the Startel products and the talented and committed employees who develop and support them. I am very happy to be able to contribute to Startel�s future success,� said Mr. Robertshaw.

For more information on Startel Corporation and its products, visit their Website at www.startelcorp.com.

Startel Corporation Teams with XLScheduler to Offer WFM (4/08)

Startel Corporation announced that it has teamed up with XLScheduler AB to become a value-added reseller (VAR) of XLScheduler software. XLScheduler AB is a Swedish-based company that develops workforce management (WFM) systems based on Microsoft Excel. Their XLScheduler product is a powerful call center scheduling system that uses graphical presentation and diagrams to make complex planning situations easy to understand.

�Startel is delighted to partner with XLScheduler AB. Combining the statistics generated by the Startel systems with the power of the XL Scheduler program to manage staffing costs allows business owners to positively impact their bottom line,� stated Alice Reuter, president of Startel.

�We are thrilled that Startel has decided to include XLScheduler as part of their solution. We look forward to working with Startel in offering their clients a wider range of products for added business value,� said Annika Heaver, president of XLScheduler AB.

For more information, call Dan Feis, Startel director of sales at 800-782-7835, extension 714 or visit www.startelcorp.com.

Startel to Sponsor Hole-In-One Contest at TeamSNUG Golf Outing (3/08)

Make a hole in one on the designated par 3 hole, and win a CMC system!

Startel announced that registered attendees at the upcoming TeamSNUG Conference in Myrtle Beach will have a chance to win a new CMC system by making a hole in one at the golf outing just prior to the conference.

On Saturday, March 8, 2008, TeamSNUG will host a golf outing at the Legends Heathland Golf Course, where the first golfer who gets a hole in one on the designated par 3 hole will win a brand-new six-position CMC system, courtesy of Startel (certain rules and restrictions apply).

The format of the golf outing will be a Best Ball Scramble with awards to be given for the best score, closest to the pin, longest drive, and longest putt. More information can be found at www.teamsnug.com.

Startel provides integrated voice, data, and networking solutions for call center facilities. For more information, call Startel at 800-782-7835 or visit www.startelcorp.com.

Startel to Offer Free Training at SNUG Conference (3/08)

Startel is offering one full day of training Sunday March 9, prior to the 2008 SNUG conference. This will be a valuable day of learning about CMC Release 8.0. Training sessions will begin at 9:00 a.m. and will cover the new features and enhancements of 8.0, IntelliScheduler, and other related topics. In addition, they will wrap up the day with a focus group and wish list discussion. Registered conference attendees can attend at no cost.

Space is limited. Registered conference attendees are encouraged to sign up on the TeamSNUG Web site at www.teamsnug.com.

For more information, call Startel at 800-782-7835 or visit www.startelcorp.com.

Elaine McMaster Joins Startel as VP of R&D (1/08)

Startel Corporation is pleased to announce that Elaine McMaster has joined the company as the vice president of research and development.

Elaine brings with her a wide range of experience and almost twenty years in telecommunications and other high-tech industries. During her career, she has managed information technology departments of all sizes and has extensive knowledge of software development, project management, call center design and implementation, strategic development, and database administration.

Alice Reuter, acting president of Startel, comments, �We are delighted to have found an individual of Elaine�s caliber to lead our R&D department�s efforts into the future. Elaine�s background in both technology and business will allow her to make tremendous contributions to Startel.�

Elaine adds, �I am very excited to have joined Startel and look forward to the possibilities and challenges that lie ahead. I am a strong believer in soliciting customer input and incorporating it into our design and development efforts. Startel has a long history of providing great products and call center solutions, and I am pleased to be part of carrying this tradition forward.�

Please visit Startel�s Web site at www.startelcorp.com.

Startel Announces New Eastern Area Sales Manager (1/08)

Startel Corporation is proud to announce Steve Newell as their new eastern area sales manager; Steve will report to Dan Feis, director of sales. Steve will be based in Atlanta, and in his new role he will focus on formulating solutions for our existing and potential new customers in the eastern United States.

�Steve has extensive industry experience working for a variety of value-added resellers, and his background aligns very well with Startel�s portfolio and strategic direction,� said Dan. �His proven record of success selling PBX, ACD, IVR, VoIP, and voicemail products based on a variety of vendor platforms positions him well to bring significant value to our customers.�

�I am extremely excited to be representing Startel, the leader in call center technology. I look forward to strategizing with our clients to optimize their business platforms by utilizing Startel�s robust CMC suite of products.�

For more information about Startel, contact Steve directly at 678-376-1312 or visit www.startelcorp.com.

Startel Announces Launch of New Website (11/07)

Startel Corporation, a provider of call center solutions, recently unveiled a full-feature upgrade of its Website: www.startelcorp.com. Providing a comprehensive, up-to-date look at Startel�s products and services, this new and improved site places particular focus on the power and benefits of its premier system, the CMC.

�This new site reflects Startel�s renewed energy and sense of excitement as we look forward to the future,� said Startel�s acting president, Alice Reuter. �I encourage everyone to visit the site and take a look around. And if you�re a Startel customer, be sure to notice the �Customer Login� link in the upper right corner of the site. This can be used to access a special customer section containing company announcements, downloadable user guides, newsletters, and support information.�

For more information, call Startel (www.startelcorp.com) at 800-782-7835.

Startel Hires Business Development Manager Kevin Harbour (10/07)

Startel announced the addition of Kevin Harbour to the strategic development department as business development manager. Kevin has over twenty-five years in data, voice, network management, and wireless technology, as well as enterprise-wide computer automation products and services. Kevin was most recently a business development manager with Black Box Corporation and CrossCom National in the network and server technology arena.

�Kevin has a dynamic, outgoing personality. He has a �customer-centric� focus and is committed to contributing to the evolution of Startel products,� stated Alice Reuter, acting president of Startel. �As you can see, Kevin is no stranger to business development. We are looking forward to him using his talents to generate momentum in the marketplace.� With Kevin�s entrepreneurial background experience, he will have no difficulties in relating to the business decisions faced daily by many of our customers.

For more information, visit Startel at www.startelcorp.com.

Startel Adds Product Marketing Manager Alan Paet (10/07)

Startel announced the addition of Alan Paet to their marketing department, as product marketing manager. He has had a multitiered career in telecommunications, working for the global companies Ericsson and Alcatel. Alan has been involved in application product development and has worked on the improvement and rollout of many products, including call center products. He has prepared marketing strategies and programs, developed sales material, performed product analysis, developed functional specifications, and participated in countless trade shows.

�In addition to product marketing, and as the company is venturing out towards new business, my initial responsibilities will be to manage the product line in terms of future enhancements based on what the market needs are, by investigating product requirements, and performing competitive analysis,� stated Alan. �Armed with the results, these investigations will equip us with the right information to enhance our product line and offer a best-of-breed contact center software suite as we seek out new applications for the vertical segments that we are already established in. I am really excited to be part of a team that will shape the future of the company.�

For more information, visit Startel at www.startelcorp.com.

Startel Announces General Release of CMC 6.300 (5/07)

Startel Corporation, a provider of call center solutions, announced the release of the latest version of their Windows-based CMC platform, version 6.300. The CMC 6.300 release improves on Startel�s flagship solution by adding state-of-the-art features, such as IntelliSpeller (a spell-check application); IntelliGrid (a graphical representation of scripting to aid administrators); locates, ifs, and message forms with new time parameters available; added reporting capabilities; the ability to give audible notifications to remote agents; and other enhancements.

CMC 6.300 also marks the arrival of Startel�s new IntelliSite application - a customer portal for clients who wish to have access to their own messages, IntelliForms, and reports. �We are excited to be releasing such a feature and enhancement rich update to our customers,� stated Geri Cerkovnik, �especially when the new features and so many of the enhancements came directly from the SNUG and Startel users� wish list requests!�

Visit Startel�s Web site at www.startelcorp.com.

Startel Announces Management Changes (4/07)

Startel Corporation announced several management changes, including the retirement of Barbara Willis, vice president of sales. Dan Feis has been named director of sales. He will coordinate the activities of the sales team, including regional sales managers Tim Allen, Nancy Raftis, and Ed Burns, and sales coordinator Angel Wilkerson.

Alice Reuter, acting president of Startel, stated, �I want to thank Barb for her twenty-five years of dedication and tireless effort. She has been instrumental in Startel's success in so many ways over the years.� Barbara Willis joined Startel in 1982 just after the company was founded. Barb will ensure that the sales organization�s transition goes smoothly.

Additionally, Geri Cerkovnik has been promoted to vice president of strategic development. In her new role, she will continue to report to Alice Reuter and will retain responsibility for both the marketing and R&D departments. In addition, Geri will play a key role in exploring new technology and strategic opportunities for Startel�s future.

�I have enormous confidence in our future� said Alice Reuter. �Both Geri and Dan bring tremendous talent, experience, and strong track records of success to their new assignments.�

Visit Startel�s Web site at www.startelcorp.com.

Startel Announces Intellispeller Module for CMC Platform (3/07)

Startel Corporation announced the release of Startel�s IntelliSpeller module for use in its CMC platform. IntelliSpeller, a comprehensive spell-check solution, allows for automatic spell checking on individual lines of messages to be delivered to clients, enabling fast and customizable quality assurance for agent entries.

IntelliSpeller provides suggestions for correctly spelled replacement words, automatically highlighting the closest match. Agents can add words and terms to a central dictionary that other agents can access automatically, with the capability for administrators to approve additions before they are committed to the dictionary. Several dictionaries are included with the module, with the ability to add additional dictionaries. The IntelliSpeller is also enabled throughout the administrative areas to allow spell checking during account setup, thus fixing errors before they appear in a client account.

Geri Cerkovnik, VP Marketing stated, �During our focus group meeting, the IntelliSpeller feature was voted the number one development item by our users. We are happy to provide this requested feature for our customers.�

Visit Startel�s Web site at www.startelcorp.com.

Startel Hires Dan Feis as New Account Executive (1/07)

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

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

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

Visit Startel�s Web site at www.startelcorp.com.

Startel Announces Executive Management Change (12/06)

On October 16, 2006, Startel Corporation accepted David Chuchinsky�s resignation as chief executive officer, president, and as a director of Startel Corporation; he is leaving to pursue other interests. Alice E. Reuter was named acting president and interim chief financial officer of Startel. Ms. Reuter provides interim management consulting services to small businesses including, most recently, her assignment as Startel�s interim chief financial officer and chief administrative officer that began in July of this year. Ms. Reuter�s background includes senior management positions with PacifiCare Health Systems and ConAgra Foods as well as managing her own businesses.

The new acting president stated, �I am delighted to be leading an organization of Startel�s caliber. We will continue providing the most innovative solutions in our industry. I will be reaching out to our various constituencies in the near future and look forward to working with our customers as well as our employees.�

Visit Startel at www.startelcorp.com.

Startel Introduces Its New Central Processing System (7/06)

Startel Corporation�s new central processing system made its debut at the ATSI 2006 conference in Portland, ME.call centers seeking more advanced features. It offers the ability to easily handle complex accounts while easing the agent stress in meeting clients� advanced requirements.

This new central processing platform offers many of the features found in the CMC platform and is fully upgradeable to this larger scaling system. The new central processing system utilizes Startel�s digital switch. It supports paging, faxing, and emailing dispatch methods and is a fully contained system requiring no additional external hardware when connecting to a LAN.

�I am excited to be announcing this new system that affords the smaller call centers these more advanced features that will allow them to start small and continue to grow their business while easily growing their equipment to accommodate their needs,� stated Startel�s David Chuchinsky. �This new platform allows even smaller centers to have the capabilities that before were only affordable to the larger call centers.�

For more information, visit Startel�s Website at www.startelcorp.com.

Startel Introduces CMC Training Course (7/06)

Startel Corporation�s first CMC training course was conducted at Startel's headquarters in Irvine, CA on May 8-10, 2006. Attendees varied from new customers to experienced users; the course provided valuable information to all that attended.

The new CMC training course is intended for management and administration personnel. It is divided into various sessions that cover basic and advanced CMC functionality, covering Startel�s latest platform version (CMC 6.200). In addition to addressing the basics on each of the CMC modules, specific emphasis was placed on client maintenance, IntelliForm form building, and intelligent dispatching.

The next CMC training class is scheduled for August 7-9, 2006 . It will be held at Startel's headquarters in Irvine, CA; seating is limited.

If you would like more information regarding the CMC training course or to register, contact Angel Wilkerson at angel.wilkerson@startelcorp.com or call 800-782-7835.

Startel Announces Developments For CMC (6/06)

Startel Corporation announced CMC release 6.200, which includes a revamp of the reports module, providing a new look and feel for reports and two new reports, members report and detailed agent call report.

CMC 6.200 enhances the intelligent dispatching capabilities, including the addition of the Short Messaging Service (SMS) transport. This enables call centers to connect directly to an SMS terminal; full SMS and numeric only SMS are available. Intelligent dispatching offers the ability for an agent to stop a dispatch script in progress and dispatch based on a submenu.

The IntelliForms have been enhanced to incorporate all of the functionality found in message forms, including special functions and alpha paging, to handle more complex accounts. Another change is that the day-of-week enhancement has been added to message forms and IntelliForms. �This capability enables these forms to be defined not only on a time-of-day basis, but also on a specific day-of-the-week basis,� said Geri Cerkovnik, Vice President of Marketing.

Gregg Snyder of Inland Answering Service added, �The enhancements to dispatch script have improved the efficiency in delivering the messages to the customer while decreasing agent involvement.�

For more information, visit Startel at www.startelcorp.com.

Matt Batarse Joins Startel�s Customer Service Department (5/06)

Startel Corporation announced the addition of Matt Batarse to their Customer Service team. Matt is one of the newest additions to the Customer Service team and will report directly to Sheryl Denny, Vice President of Service. Matt�s primary responsibilities will include planning, training, and implementing new equipment for Startel customers as well as continued education and support for existing Startel users.

�I am blessed to be working with the talented staff at Startel,� stated Matt. �The work environment is great! It promotes an optimistic outlook for its employees and strives to achieve complete customer satisfaction for our clientele. Startel provides an innovative product line and I look forward to providing our customers with an experience so outstanding, they can�t wait to tell a friend.�

�Matt is a great addition to the Customer Support/Training team here at Startel Corporation. His prior technical and customer service experience will help us continue to provide superior support to all Startel customers,� said Sheryl Denny.

Visit Startel at www.startelcorp.com for more information.

Shamess Twardy Joins Startel (4/06)

Startel Corporation announced the addition of Shamess Twardy to their technical support team. �I am excited to call Startel my new home and even more so the Startel Family my new family,� stated Shames Twardy. �I have been pleasantly welcomed by both the Startel Family and the SNUG Family members that I have had the pleasure of sharing this opportunity with.�

�It is wonderful having Shamess Twardy on Startel�s technical support team,� said Sheryl Denny, Vice President of Services. �Shamess has a true understanding of our customers needs. His technical expertise, as well as his understanding of the applications, allowed him to jump in with both feet. CMC users already know that Shamess is responsible for the QA on the new Dispatch Server and has been instrumental in working with R&D to quickly find outstanding issues.�

For more information, visit Startel�s Website at www.startelcorp.com.

Startel Reorganizes Customer Care Department (3/06)

Startel Corporation announced the reorganization of their Customer Care Department. Margaret Lally has been promoted to Director of Support and will be overseeing the technical support organization. Margaret will be reporting directly to Sheryl Denny, Vice President of Service. To further enhance Customer Care, Startel welcomes the addition of Bernadette Yaghi as the new Customer Care Manager.

Startel has also added a technical support email address for non-emergency customer care questions or requests. Customers can now email the technical support department at techsupport@startelcorp.com. �We believe that this will allow our customers to more efficiently submit Non-Emergency requests with detailed information and screen captures to help better describe the scenario in question,� said Sheryl Denny.

�Startel�s mission is to be a customer-focused company that delivers innovative solutions with the highest quality products and service,� states David Chuchinsky, President of Startel Corporation. �This is one more step to help us to achieve our mission.�

Startel is headquartered in Irvine, California. Startel provides integrated voice, data, and networking solutions for call center facilities.

Visit Startel�s Website at www.startelcorp.com.

Startel Appoints Denny as Vice President of Service (9/05)

Startel Corporation announced the appointment of Sheryl Denny as Vice President of Service. As Vice President of Service, Sheryl Denny and her organization will focus on offering Startel customers a high-level quality of service. She continues to report directly to David Chuchinsky, President of Startel. Chuchinsky stated, �We are truly fortunate to have had Sheryl on the team for the past 21 years. She has brought with her a combination of experience, understanding and knowledge that has proven invaluable to our customer client base.�

�I love the challenge that working with the Startel customers affords me and the steady growth that Startel, as well as myself, have experienced over the past few years. I have enjoyed being a part of the relationships that have been built with our clients and the sense of trust that they have in Startel,� said Denny.

Before joining Startel, she worked for Canyon Communications Center, in Palm Springs, CA. The experiences she had there in the general management of their three call centers helped her to better understand and focus on our customers� needs and find a successful solution