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Szeto
Technologies News
Szeto Technologies is a supplier of call
management equipment to the Call Center/TAS industry. It designs and
manufactures all its products, including VMS4500 digital switch and Linux
based Call Linx TAS System.
 Szeto
was founded by Mr. Charles Szeto, a veteran in voice and data and telephone
switching, Szeto continues to deliver best-value solutions and to provide
excellent customer services.
Both hardware configurations and software
designs of Szeto products are customizable to suit customers' needs. Szeto
products include Linux-based Call Linx TAS system, and web-based VMS4500
call center switch.
For more information contact
Szeto Technologies at
514-421-3737 or info@szeto.ca.
Also, look at the
Szeto newsfeed for the latest updates and check out
Szeto Technologies podcasts.
LinxScheduler: Szeto’s
New Workforce Management Software
(April 2011)
Szeto introduces
LinxScheduler, a powerful Web-based work tool that allows employers to schedule
their staff according to need, availability, and capability. Employers can
forecast staffing needs based on historic data. Details of each staff member’s
number of work hours, work history, access level, availability, and salary can
be easily accessed. This information is helpful in determining a schedule where
work hours are fairly divided among staff while minimizing labor costs.
The Szeto team sought to
design a workforce management program that was simple and efficient, yet capable
of generating detailed and projective reports. Two goals were kept in mind:
simplicity and detailed. The LinxScheduler graphs are well-illustrated and easy
to understand. Whatever information is needed, from last month’s busiest day to
how many hours an employee worked last week or which employees to schedule when
covering for a vacation, LinxScheduler will simplify the task.
Every call center has their
individual variation of agent “skill levels.” LinxScheduler allows users to
customize their own definitions and levels to suit their business needs.
Although LinxScheduler was designed for Szeto’s Call Linx application, it can
interface with any platform.
Szeto's Call Linx Offers Automatic Email Encryption
(September 2010)
Szeto
Technologies released their new "auto encryption" service, a security feature
for delivering email messages in its Linux-based Call Linx TAS system. This
feature complies with HIPAA requirements, and the ability to encrypt messages in
the email delivery process ensures privacy and confidentiality. The new service
increases the level of security in online communications, and it is especially
essential for call center operations that are involved with medical professions.
Auto
encryption in Szeto's Call Linx TAS software is programmable on a per account
basis. All subscribers who have auto encryption enabled will have their email
messages delivered in a secure fashion. This same security also applies to
email messages sent to voice/data mobile devices.
Encryption is completely automatic and transparent within Call Linx. When
sending email to subscribers who have the auto encryption service enabled, Call
Linx will process the messages just as it normally does but will automatically
encrypt the messages before delivering them, without any agent intervention
necessary.
Encryption and the certificate
authority are based on industry standard specifications widely supported by
popular email programs like Thunderbird and Outlook; service setup is via a
user-friendly dialog box.
Call Scripting Enhancements
from Szeto (Jul/Aug
2010)
Linx Scripting in the Szeto Call Linx TAS system has become
more pictorial and user-friendly, both for the agents who use it and for the
programmers who configure it. For example:
-
Calendar Pop
automatically pops up in every entry field where date/time entries are to be
expected. This visual display will enhance the appearance and speed up the
data entry process with one mouse click.
-
Spin Button
with up/down arrow is available in all fields as selected by the script
designer. It provides easy selections and auto-fill option choices for the
agents.
-
An Abbreviation
element in the call script (and multiform process) allows lengthy and
difficult-to-spell phrases be represented by abbreviations. Agents can
optionally replace lengthy and difficult phrases with predetermined
abbreviations, which are expanded to their original form in the final
version with a single keystroke.
-
Stock Icons
are additional attention grabbers. They can be used signal the existence of
help lines, the importance of an entry field, or information that must be
read. They are a quality assurance tool that minimizes errors.
These enhancements will be demonstrated at the CAM-X / WSTA
Convention in Las Vegas, October 3-6, 2010.
Szeto
Announces Additional Switching Features in Call Linx TAS System (June 2009)
Szeto's newest release of Call Linx TAS offers additional capabilities to
increase income streams and operational efficiencies. These are switching
features in found in Two B Channel Transfer (TBCT) and in single-number call
forwarding.
TBCT
in PRI is now programmable either per client or per out-dial number. Selection
of the patching style can also now be based on individual telephone numbers and
according to individual subscriber's preferences. When call patching is
conducted internally within the built-in digital switch, the call can be
reverted to Call Linx TAS system. When patching is conducted externally by
utilizing the TBCT feature from the telephone central office, the call will not
tie up the trunk lines. This flexibility increases service offerings to
clients.
Additionally, single-number call forwarding has been enhanced to allow multiple
redirections for the same call. This enhancement identifies all the forwarding
nodes when a call is chain-forwarded due to "no-answer," "forward," or
"busy-forward" before reaching the answering service. This same feature can
also identify calls from organizations, such as hospitals, whose calls are
forwarded to the answering service via outbound calls from their in-house PBX
systems.
Szeto Releases SMS Service Option (Mar 08)
Szeto Technologies announced that
SMS (Short Message Service) service is now available as an optional feature in
Call Linx TAS. Sending text messages to cell phones via wireless SMS protocol
is a faster and more reliable transmission than the current method of sending
via email or TAP.
Szeto's SMS Service receives, as
well as sends, text messages and is fully integrated into the message delivery
process of Szeto's turnkey Call Linx TAS System. This bidirectional capability
accommodates replies from text recipients and creates an additional means of
communication between subscribers and call center agents.
Inbound SMS messages to Call Linx
TAS are processed in a similar fashion as inbound emails (another Call Linx
feature). They can also be automatically redirected to other communication
devices or protocols, such as converting to email or fax or translated into
paging via TNPP, SNPP, or TAP.
Szeto Offers "One-Touch" Call
Termination & Form Rules
(Jun 07)
Expanding the technology in Linx
Wizard Scripting, Szeto's Call Linx TAS has incorporated the "one-touch" call
termination approach for its traditional message form processing. It only
requires a simple "click" from the agent on a programmable button when finishing
the call. The system will automatically guide the received message to the
proper dispatching actions based on individual account's requirements. Whether
the message requires "immediate or scheduled delivery," "automatic or manual,"
or is sent to a supervisor for "review and dispatch," it is completely
transparent to the agent that answered the call.
Integrated into this is the new
"form rules" feature. Based on the nature of the call, Call Linx automatically
determines the proper disposition of completed messages. The "form rules" will
also automatically adjust the proper closing phrase. The call answer process is
consequently less stressful, and chances of dispatch errors are much reduced.
This shortens training time and helps inexperienced agents ease into the more
complex parts of their job incrementally. Szeto Technologies will be
demonstrating Call Linx's "one touch" and "form rules" at the ATSI Convention in
Colorado Spring this June.
Szeto's Call Linx
Gets Facelift; Details at ASTAA
(Oct 06)
To take advantage of the new
features in the Linux Operating System, Szeto Technologies has optimized the
graphics interface of the Call Linx TAS System.
Call Linx system screens have now been completely revamped.
- Window
definitions are sharper and text appearance is crisper
- Color
highlights are distinctly noticeable, but continue to be pleasant to the
eyes
- Function
buttons are elevated and their labels are markedly clear
- Event
reminders, be it a pop-up window or a flash of an icon, gently but
steadfastly grab the user's attention
According to Szeto's founder,
Charlie Szeto, this enhancement increases system user-friendliness and further
reduces training time and effort. Every
detail in the Call Answer Screen is so clearly labeled and strategically
positioned that new call center agents can practically train themselves.
On the product development side, the Szeto engineering team has already
begun to take advantage of this display enhancement when implementing new
features into Call Linx's Order Entry Module.
Szeto Technologies will be exhibiting these new features at the ASTAA
Convention, Baltimore, MD, October 16-17.
Szeto Releases New
Employee Safety Module (Jul 06)
Szeto Technologies has released
its second generation automatic employee safety monitoring software module.
The Automatic Employee Safety Monitoring (Work Alone Program) software
module is a stand-alone messaging function in the voice mail part of VMS4500
call center switch. It offers safety
monitoring of employees who work in unsupervised environments.
The newly released second generation module is interfaced with Call Linx
TAS functions. Plus, statistics are
now accessible via the Internet.
"Monitoring for employee safety
is not a new concept," explained Charlie Szeto, president of Szeto
Technologies. "Video cameras and
electronic doors are already commonly used.
These are, however, passive devices.
They are useful for back tracking. VMS4500
takes it a step further. It actively
monitors employee safety and automatically initiates escalations, all without
human intervention. It frees up
operators time, and gives peace of mind to both employers and employees."
Szeto
Enhances Call Linx
with
"External Database Edit" (Mar 06)
Call Linx users can now share more than their own
appointment booking and on call scheduling software with their clients. They
can team up with their clients to co-maintain their clients' database.
Early
this year, Szeto Technologies added integrated "External Database Edit"
functions to its Call Linx TAS System. In
addition to "access" and "look up," Call Linx users can now do modifications directly, without
compromising security.
When
incorporated with Linx Script "branching," the external database can
automatically be modified during the script branching process. The
database can also serve as a powerful "navigator" in the call script.
This is a great tool in servicing businesses with large databases that
require many updates and changes.
Szeto
Technologies Introduced VMS4500 (Dec 04)
At
the WSTA (Western States Telemessaging Association) Conference in Las Vegas, NV, Szeto Technologies
demonstrated the behind-the-scene power of VMS4500, Szeto's new Web-based
call center switch. VMS4500 offers
switching (digital or otherwise) with call center interface and voice
messaging. According to Pierre
Brouillard, the VMS4500 system architect, the Web-based structure of the
switch enhances its Internet capabilities and, like all Szeto products, its
modular design can easily accommodate future expansions and innovations.
As
an affordable option, VMS4500 can be equipped with pager encoder modules.
Under this configuration, a full-fledged paging terminal is added to
the switch. VMS4500 becomes a call
center switch with capabilities of in-house and remote paging, alpha dispatch,
and voice messaging.
Paging
as a "value-added" function? Paging
capabilities in a call center switch? In
Charles Szeto's opinion, "this is what the future holds for paging."
Szeto
Announces Linx Wizard (May 04)
Szeto
Technologies Inc. has added "Linx Wizard" scripting to its Call Linx TAS
System. Collaborating with other
Call Linx features like "Caller Profile," "On-Call Scheduling," and
"Message Form," a Linx Wizard script guides the agent from opening
greetings to entries of messages, credit cards, shipping instructions, and so
forth. Linx Wizard is also going
to be a significant integral part of Szeto's forthcoming Order Entry module
in Call Linx TAS System.
Linx
Wizard scripting uses the color-key-code organizational approach and provides
instant previews every step of the way. Charlie
Szeto explains, "Linx Wizard is easy to navigate and it transforms the
usually time-consuming script programming process to a user-friendly
experience."
Szeto
Technologies has Moved (Mar 04)
Szeto
Technologies recently moved into a new 15,000 square foot, company-owned
facility. Construction began in May 2003.
The facility was customized to their specifications in order to better
facilitate their objective of providing customized software for their
customers.
You
can reach them at:
Szeto
Technologies
1881
St. Regis Blvd.,
D.D.O.,
Quebec, H9B
2M9.
Canada
Their phone number has also changed to 888-421-3737.
Their email address remains the same.
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