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Telescan
News
Telescan’s Spectrum SMS Server Software
(5/08)
Telescan recently released their
new Spectrum SMS server software, available to all Telescan customers with the
Spectrum Data Manager (SDM) customer support program. The Spectrum SMS server
is also capable of interfacing with any platform via its integral email-to-SMS
gateway. Features include:
-
Two-way SMS text
messaging to cell phones via wireless modem
-
Auto-segmentation of long messages
-
Group
transmission to multiple recipients
-
Expandable
support for up to six concurrent modems
-
Real-time
display showing job and modem status for all channels
-
Full logging
capabilities, allowing manual review and retransmission of any job
-
Email-to-SMS
gateway for third-party systems (both POP3 and SMTP)
-
Seamless
integration with Telescan's Spectrum Data Manager
“Telescan is excited to bring
this enhancement to our users,” said Patty Anderson, Telescan’s director of
sales and marketing. “We offer many features and enhancements as part of our
customer support program, including the SMS server software that works with any
TAS platform. Telescan will continue to develop software that will benefit the
entire industry.”
To learn more, call Patty
Anderson, director of sales and marketing, at 314-616-2445 or visit
www.telescan.net.
Telescan Adds Staff to Support Services
Department (3/08)
 Telescan has recently added two new people to their growing staff to compensate
for record sales this year. “The continued addition of new employees displays
Telescan’s striving dedication to improve our service to all of our customers,”
said Patty Anderson, Telescan’s director of sales and marketing. “Our goal is
to provide the best customer service in the industry.”
The Telescan IT department
recently hired Bob Zoellner as the new director of support services. Bob
manages the technical support, procurement, inventory, shipping and receiving,
customer service, and training departments as well as designs and builds
equipment and assists Telescan and Axon customers with hardware support. Bob
has many years experience and certifications in network engineering, information
technology, process reengineering, system architecture, and business resumption
planning. 
The customer service
department’s newest member is Kelly Duncan. Kelly pulls double duty as an
administrative assistant and receptionist for Telescan. Kelly has several years
experience working in customer service, with certifications in both customer
service and business administration.
To find out more about
Telescan, call Patty Anderson, director of sales and marketing at 314-616-2445
or visit
www.telescan.net.
Telescan Releases Software Updates
R2-2007
(12/07)
In October, Telescan released the
second biannual software update for 2007. The update included an enhancement
made to the Spectrum Data Manager that allows various management level reports
to be generated and printed from the agent station. These reports include
finding accounts with undelivered messages, an active message report that shows
undelivered and/or delivered messages for a particular account for a particular
date range, and an operator activity report that facilitates the analysis of
operator performance.
Another enhancement in this
release is added flexibility in the distribution of transmitted messages. “This
new feature will allow, for example, a message to be emailed to a cell phone
automatically as it is taken, but later to be emailed at a scheduled time to a
different email box. Telescan’s Spectrum system provides even further
possibilities in message transmission for our customers,” said Patty Anderson,
Telescan’s director of sales and marketing.
To find out more, call Patty
Anderson, director of sales and marketing, at 314-616-2445 or visit Telescan’s
new Web site at
www.telescan.net.
Telescan Announces First Annual Spectrum
Messenger Users Meeting (11/07)
Telescan conducted its first annual Spectrum Messenger users meeting on
September 23, 2007 in the Parker Palm Springs Hotel in Palm Springs, California,
prior to the opening reception of the WSTA conference. It was a successful
first meeting with approximately twenty enthusiastic users in attendance; many
ideas were exchanged.
Users learned about Spectrum Messenger and some of its new features which
have not yet been released, including the desktop activity monitor, which allows
management to visually monitor any desktop that is using Spectrum Messenger from
anywhere in the world. “Spectrum Messenger is much more than your average
‘chat’ or ‘IM’ program,” said Patty Anderson, Telescan’s director of sales and
marketing. “It also allows the user to define their agent, supervisor, and
other group capabilities that will streamline its operation to custom-fit
business needs.”
To find out more, call Patty
Anderson, director of sales and marketing at 314-616-2445 or visit
www.telescan.net.
Telescan Has Record Sales – Adds More
Service Staff (11/07)
 Telescan has recently added two
more people. “The addition of our new employees demonstrates Telescan’s
continued commitment to provide the best customer service in the industry,” said
Patty Anderson, Telescan’s director of sales and marketing. “As our sales levels
continue to break records, we will continue to add service people.”
The Telescan IT
department recently added Jeremy Ezell as its newest technical support
specialist to assist Telescan and Axon customers with
hardware support and provide technical expertise with equipment builds.
The training
department’s newest technical trainer is Rob Noel. Rob will be providing
technical training and cut-over installation support to all of Telescan’s
customers. Rob has extensive credentials in both technical consulting and
technical training.
To find out more, call Patty
Anderson, director of sales and marketing at 314-616-2445 or visit
www.telescan.net.
Telescan’s Remote Agent Station Continues
to Shine (10/07)
Telescan’s remote agent station
facilitates call center growth through the expansion of underutilized labor
resources, while at the same time optimizing that work force to its fullest
potentiality. Telescan’s remote agent solution is readily accessible, with
little cost and setup required.
“Telescan’s remote agent
capabilities have been invaluable to our business,” said president Marcy Hewlett
of A Better Connection/Arizona Physicians’ Exchange in Phoenix, AZ. “This
technology has given us the ability to expand into nationally based markets
while continuing to maintain a local presence in those markets, tap into a
national labor pool that has unusual longevity and is seldom tardy or absent,
and enabled client-based growth with no increase in the size of our physical
location.”
“Bottom line, the Telescan
Spectrum and remote agents have had a direct effect on our growth, increased
profitability, and continued success.” A Better Connection is the winner of
ATSI’s Gold 24/7 Call Center Certification Award and Arizona Small Business
Associations’ “Top Arizona Companies to Watch.”
To find out more about
Telescan, call Patty Anderson, director of sales and marketing, at 314-616-2445
or visit their Web site at:
www.telescan.net.
Telescan
Expands
Customer Service (7/07)
 Telescan has recently added
Michelle (Chelle) Conway to their customer service department. In addition to
her customer service responsibilities, Chelle will coordinate new installations
to insure the highest level of customer satisfaction.
Chelle comes to Telescan with an
extensive background in the telecommunications industry. She has worked as a
project coordinator for several telecommunication companies and has WAN and LAN
experience in programming languages applicable to voice and data communications,
as well as personal computers.
“The addition of Chelle
demonstrates Telescan’s continued commitment to provide the best customer
service in the industry,” said Patty Anderson, Telescan’s director of sales and
marketing. “As our sales levels continue to break records, we will continue to
add service people.”
To find out more about
Telescan, call 800-770-7662 or visit their new Web site,
www.telescan.net.
Telescan
Unveils Royalty-Free Music-On-Hold (5/07)
Telescan recently announced a new
royalty-free
collection of Music-On-Hold (MOH)
files which can be used exclusively with Spectrum Prism.
This gives users more options to offer their
clients, including music and/or recorded messages on a customized schedule. The
Spectrum Prism
allows up to eight different music files to be stored—five of which contain
Telescan’s royalty-free MOH files, leaving the other three for customization so
users can offer their clients a variety of music styles and/or artists.
Spectrum Prism also allows users to record their client’s personal on-hold
message. It will alternate the music and message(s) in a variety of patterns
selected by the client. Announcements can be scheduled for each account to be
activated at different times of the day or on a calendar schedule.
Telescan has licensed this
royalty-free
collection of MOH to be used in
conjunction with Spectrum Prism; it is not meant to be used for any other
purpose. There are no royalties required as long as the music files are used
for their intended purpose.
To find out more about Telescan, call
800-770-7662 or visit
www.telescan.net.
Telescan’s
Patty Anderson Takes on Marketing (5/07)
 Telescan announced that Patty
Anderson, director of sales, has become director of sales and marketing. Patty
is no stranger to marketing. During the 90s she helped Mail Boxes Etc. with
their marketing and started her own chain of mail and packaging stores in 1980,
which she franchised around the country. Patty was instrumental in developing
Telescan’s new marketing campaign for 2007, “Building Your Future Together.”
“The right marketing campaign and the right image are critical for business
success,” said Anderson. “I am excited about this new responsibility. This
gives me the opportunity to make sure sales and marketing are well coordinated.”
Patty is a member of eWomenNetwork and a past member of National Association of
Women Business Owners (NAWBO). She is a mentor in St. Louis City schools and
volunteers with Habitat for Humanity and the Ronald McDonald House.
To find out more about
Telescan, call 800-770-7662 or visit
www.telescan.net.
Telescan Posts Record First Quarter;
Expands Support Staff (4/07)
Telescan announced that first
quarter sales for 2007 had exceeded predictions by 50%, giving them a record
first quarter; this record was accomplished in just the first two months of
2007. To meet the rapid sales growth, the company announced it will be hiring
two new customer support agents.
“Providing customer support that
is second-to-none is the first priority of every employee at Telescan,” said
Patty Anderson, Telescan’s director of sales. “Meeting our customers’ needs and
exceeding their expectations is a big part of Telescan’s success. This
philosophy will keep Telescan growing.”
Building on their goal of
superior service and support, Telescan hosted a free training seminar in March
in Houston, Texas. The theme of the seminar was “Building Blocks to Success.”
The seminar included workshops on scripting design and management training as
well as creative approaches to maximizing productivity and profit for a
telemessaging business.
To find out more about
Telescan, call 800-770-7662 or visit
www.telescan.net.
Telescan’s Releases Script Designer
(4/07)
Telescan has released its first
scheduled system update for 2007 for the Spectrum System. The update includes
Telescan's new scripting capability, featuring the Script Designer, a visual
interface for creating and testing scripts.
Among many other enhancements,
this update includes a feature for distributing client-generated email to agents
as an “inbound message,” offering further alternatives for client-service
interaction.
To find out more about
Telescan, call 800-770-7662 or visit
www.telescan.net.
Telescan Adds E-mail Feature
(3/07)
Telescan released a new feature
for its Spectrum System that allows a user’s client to send e-mail directly to
the Spectrum agent desktop. Telescan's Spectrum communications server retrieves
and filters all such inbound mail according to parameters established in its
configuration table, accepting only valid client mail for processing.
The text of the inbound e-mail is
transformed into a message ticket and is presented to an available agent for
handling based on routing criteria established by the system administrator. The
agent can take follow-up action on the inbound message based either on the
message content or on account-specific parameters.
To find out more about
Telescan, call 800-770-7662 or visit
www.telescan.net.
Telescan Integrates Voice and Text
Messages
(3/07)
Telescan announced an enhancement
to its Spectrum information server that integrates voice and text retrieval of
messages. When used in tandem with Telescan’s Spectrum VMail, Spectrum
information server allows Web access to both the text and live recording of
messages. Retrieval of either form of the message over the Web will
automatically mark the message as accepted and delivered to the client, thereby
minimizing agent involvement in the delivery and dispatch process.
In addition to the ability to
retrieve messages from the Web, clients can also use the Spectrum information
server’s Web interface to create an inbound message for the call center. The
Web-generated message is converted into a message ticket and presented to an
available agent for handling based on routing criteria established by the system
administrator.
Access to the Spectrum
information server is browser-based and supports a custom interface for use on
mobile devices.
To find out more about
Telescan, call 800-770-7662 or visit
www.telescan.net.
Telescan Releases Software Updates
R2-2006 (1/07)
In December, Telescan released
the second yearly software updates for 2006. Twice a year, Telescan provides
software updates for all of the system owners that subscribe to the Customer
Support Agreement. Whether it is with their senior EarthNet System users or
their newest Spectrum System users, all members of the “Customer Support
Telescan Family” benefit from these latest software enhancements that keep their
call centers current and competitive.
This update includes an
enhancement made to the Spectrum Data Manager that allows dispatching by Client
Class. This feature is especially beneficial in accommodating multiple-office
environments. Another highlighted improvement is the addition of new format
codes supported by the email server. “These new codes provide more flexibility
for our customers in delivering critical information to their clients,” said Bob Vornberg, Telescan’s director of product development.
To find out more about
Telescan, call 800-770-7662 or visit
www.telescan.net.
Telescan Launches New Web site
(1/07)
In December, Telescan launched a
new Web site reflecting the marketing themes for 2006: “The Future of Your
Business” and “Take a Closer Look at Telescan.” The new site also features
Telescan’s new literature with a downloadable information page on each of
Telescan’s products.
One of the key changes in this
Web site is the incorporation of Axon into the Telescan site. Since Telescan
acquired Axon in 2003, they have maintained their own Web site. The Axon
product information is fully integrated into the new Telescan Web site.
Interested companies can now find all the information on both products in one
place.
Telescan has also included more
user assistance into the new site with the addition of manual and remote
support. “We are constantly searching for ways to better serve our users,” said
Nicholas J. Naimo, Telescan’s General Manager. This new site provides several
user tools that will make service easier.”
To find out more about
Telescan, call 800-770-7662 or visit their new Web site,
www.telescan.net.
Telescan Adds Events Manager to
Spectrum Messenger (12/06)
Telescan’s latest addition to
their Spectrum Messenger was introduced at the annual TUNe meeting in Nashville. Spectrum Messenger provides
secure, encrypted communications across a local area network and the Internet.
The new addition, Events Manager, provides event management and tracking.
With this tool, a telemessaging business can manage and track events they
initiate for clients.
When a customer calls,
information is input into the system and the event is entered with a brief
description. The event can be
assigned to a specific person with a priority level.
As the event progresses, a history is established by Spectrum
Messenger’s Events Manager and maintained until the event is closed.
Filters limit searching to assigned individuals, priority levels, or
other established criteria.
“Events Manager is just one
more tool Telescan gives TAS businesses to manage more efficiently and provide
more service to their customers,” said Telescan director of sales, Patty
Anderson.
To find out more about Spectrum by Telescan, call at 800-770-7662 or
visit www.telescan.net.
Telescan Completes
Testing for ATSI Certification
(11/06)
Telescan and the ATSI Industry
Standards Committee have announced that they have completed the testing process
for Telescan’s Spectrum System. The
testing, which is a key step in certification, was conducted at A Better
Connection in Gilbert, AZ, owned by Marcy Hewlett.
Roger Young, Telescan’s president, was present
for the testing, which was conducted by Dennis O’Hara and Allan Fromm from the
Industry Standards Committee.
The nine metrics that make up
ATSI’s Standards Performance Measurements are: 1) average time to answer, 2)
percent calls abandoned, 3) percent calls hanging up during VM prescreen
message, 4) average time to hang up during a mandatory prescreening message, 5)
average hold time (incoming calls prior to reaching an agent), 6) average hold
time of held calls (incoming calls after reaching an agent), 7) average call
duration, 8) average ring time, and 9) percent of calls answered in X seconds.
While these metrics do not represent all the metrics that are used in
this industry, they do represent the key metrics necessary for commonality
within the teleservice industry. Telescan
has incorporated these measurements into their system.
To find out more about Telescan, call 800-770-7662 or visit www.telescan.net;
ATSI’s Web site is www.atsi.org.
Telescan Wins Award
for Connections Ad (11/06)
The Business Marketing
Association (BMA) of St. Louis recently announced that Telescan has received a Targeted Advertising and
Marketing (TAM) Award for their 2006 magazine ad titled, “Take Another Look at
Telescan.” The award was presented
to Telescan and their agency, Marketing Alliance, at a ceremony in September.
This is the fourth straight year that Telescan and Marketing Alliance
have received TAM awards for their marketing programs.
“We are honored that the
Business Marketing Association has chosen to recognize our marketing efforts,”
said Patty Anderson, Telescan’s director of sales.
“We believe a strong marketing program is critical to success, and our
partnership with Marketing Alliance has helped us maintain a strong, creative
marketing presence.”
To find out more about Telescan, call 800-770-7662 or visit www.telescan.net.
Telescan Positions
for the Future
(10/06)
Telescan announced the retirement
of Robert Riggs, Jr., setting in motion a series of moves that will strengthen
Telescan for the future. The
announcement was made on August 31, 2006
by Roger Young, Telescan’s President. Nicholas
J. Naimo will assume Riggs duties as General Manager.
Telescan also welcomes their two
newest members, Lisa Rooks as Trainer and Customer Service Specialist and Craig
Hegel as Technical Support Specialist. In
addition, Telescan announced that they have renewed their contract with Carin
Shulusky of Marketing Alliance, to continue to provide marketing programs to
Telescan and their network.
“We have positioned our company
around a talented and highly respected team of industry specialists,” said
Roger Young. “We believe we are better positioned than ever for the future of
the telemessaging industry.”
To find out more about Telescan, call 800-770-7662 or visit www.telescan.net.
Telescan Introduces
RSS Feed for Messages
(10/06)
Telescan’s new RSS technology,
a part of the Spectrum Information Server, sets a new standard for the
telemessaging industry. The RSS feed
allows instant client notification of messages. When
a client has a message, he can be notified through his choice of PDA, Internet,
or cell phone. This new technology
will reduce or eliminate the need for faxing and emailing messages.
“Telescan is continuing to find
new ways to use our technology to help telemessaging companies serve their
clients better,” said Bob Vornberg, Telescan’s director of product
development. “We want to make it
as fast and easy as possible to get critical messages to the clients.”
To find out more about Spectrum by Telescan, call 800-770-7662 or visit www.telescan.net.
Telescan Welcomes
Craig Hegel; Tasked to Develop New Axon Solutions (9/06)
Telescan recently announced the
addition of Craig Hegel to its staff. Craig
joined Telescan as its new Technical Support Specialist.
An experienced system engineer, Craig brings a wealth of hardware and
software diagnostic skills to his new position.
He has provided systems solutions for a number of prominent St. Louis companies including Barron Communications, Habanero, and Anheuser-Busch.
In his new position, Craig will
be developing new adjustments to the Axon platform. He will help Axon customers
find new updating solutions. Telescan’s
target date for completion of the new Axon solutions is January 2007.
To find out more about Spectrum by Telescan, call 800-770-7662 or visit www.telescan.net.
Telescan Releases
New Scripting Feature (9/06)
Telescan released a new scripting
feature as part of its Spectrum operating system for telemessaging and call
center environments. This new
capability is fully integrated into Telescan’s Spectrum system, using the
foundation of the system's existing functions.
The new scripting feature makes
developing of scripts for Spectrum easier for non-programming personnel. The
script designer is a visual interface employing a “drag-and-drop” approach
for the creation of prompts and data entry fields.
The definition of decision logic within a script is facilitated by an
interactive approach that simplifies the design process.
In addition to the basic
scripting functions, Spectrum by Telescan has been enhanced to support the
storage and retrieval of all captured information within an SQL database,
allowing the creation of custom reports by the system’s owner.
To
find out more about Spectrum by Telescan, call 800-770-7662 or visit www.telescan.net.
Telescan Introduces
Spectrum Communications Server (7/06)
Telescan has released their new
Spectrum Communications Server. Designed
to handle the transmission requests for the fax, alpha, and email servers which
automate delivery of messages to clients, Spectrum Communications Server will
enhance support for Internet paging.
The fax server supports multiple
concurrent channels of faxing using standard COM ports and industry standard fax
modems. Real-time visibility is
provided for every pending, active, or completed request.
The alpha server, like the fax
server, can handle multiple lines concurrently using standard serial com ports
and modems. In addition to the
industry standard TAP protocol, the alpha server now supports Internet paging
using SNPP (Simple Network Paging Protocol).
SNPP is capable of supporting two way messaging.
The email server allows you to
send email messages and to receive email acknowledgements from clients using the
industry standard SMTP and POP3 protocols. The email server handles both
high-speed cables/DSL as well as dial-up connections to the Internet.
To find out more about the Spectrum by Telescan, call 800-770-7662 or
visit www.telescan.net.
Lisa Rooks Joins
Telescan (7/06)
Telescan has welcomed Lisa Rooks
to their Training Department. In her
new position, Trainer and Customer Service Specialist, Lisa will conduct
software training and provide telephone support for software related issues.
This new addition is part of Telescan’s on-going program to enhance
their Training Department in 2006.
Lisa comes to Telescan with an
extensive background in customer service and administrative support.
She was formerly a patient advocate for Delta Spinal Care, a group of
Chiropractic physicians, based in Clayton, MO.
There, Lisa was instrumental in
establishing an office protocol that grew the business from 50 patients to 500.
To find out more about Telescan, call 800-770-7662 or visit www.telescan.net.
Telescan
Releases the Next Generation Messenger
(5/06)
Telescan
released the next generation of Spectrum Messenger, the Spectrum Messenger
Enterprise Edition. The new features
include desktop monitoring with real-time image recording, private labeling
including your company logo, site-licensing, a new look and
feel, and improved messaging to address groups and multiple locations.
The Enterprise Edition builds-on features in the original Spectrum
Messenger, such as desktop-to-desktop communications, high-encryption to
guarantee network security, email support, file transfers, and detailed recorded
transactions.
Spectrum
Messenger, introduced by Telescan in 2003, is a program for interactive text
messaging for business. It provides
secure, encrypted communications across a LAN and the Internet. Spectrum
Messenger can be used with any call center system or as a stand-alone
intra-office communication medium.
“The
difference between the Spectrum Messenger and other instant messaging programs
is that it allows the manager to select who can send and receive messages in a
secure environment, and it selectively distributes document files, locally or
over the Internet,” said Nick Naimo, Telescan’s Director of Business
Relations.
To find out more about the Spectrum
Messenger Enterprise
Edition by
Telescan, call 800-770-7662
or visit
their Website, www.telescan.net.
Telescan
Introduces Spectrum Information Server
(5/06)
Telescan
recently released their latest addition to the Spectrum System, the Spectrum
Information Server. This new program
allows the call center’s clients access to their text messages, call reports,
system usage reports, and on-call schedules over the Internet using a Web
browser.
Spectrum
Information Server functions in parallel with Spectrum Prism and Spectrum Data
Manager, the core elements of the Spectrum System.
Using a restricted password, the call center’s clients can access their
information online. They can read or
download text messages and manage their own on-call schedules.
It also gives them the ability to view or download detailed call activity
reports.
“Telescan
is currently developing support for Web-based access to voice-recorded messages,
which will be released this year,” said Bob Vornberg, Telescan’s Director of
Product Development.
To find out more, call 800-770-7662 or
visit www.telescan.net.
Telescan’s Geanta Earns Certification
(4/06)
Telescan
announced that Catalin Geanta, Product Development Programmer, has been
recognized as a Microsoft Certified Application Developer.
The Microsoft Certified Application Developer (MCAD) credential provides
industry recognition for professional developers who build powerful applications
using Microsoft Visual Studio .NET and Web services on the Microsoft .NET Framework 1.0 and Microsoft .NET Framework 1.1.
“Telescan
is proud of Catalin and the others at Telescan who are Microsoft Certified
Professionals,” said Robert Riggs, Jr., Telescan’s Director.
“The process to become certified is very rigorous and the recognition
is well deserved. Increasing the
skills of our people translates into better products for our customers, which
is our first priority."
In
another development, Telescan announced their largest VoIP installation to date
at Contact Communications, based in Vermont and New York. Contact
provides telemessaging, fire/rescue dispatch, and wireless messaging.
“VoIP
is more than a popular buzz word at Telescan,” said Roger Young, President of
Telescan. “Thanks to our customers
and their feedback, we have successfully formulated a VoIP solution that works
and meets expectations.”
To find out more about Telescan, call 800-770-7662
or visit www.telescan.net.
Telescan Introduces Remote Support
(3/06)
Telescan
released their new Spectrum Remote Support program. This
new tool allows Telescan’s support specialists to connect directly to their
users’ computer and take full control of the computer over the phone to make a
necessary repair. When the repair is
completed and the call is ended, control of the computer is restored instantly
to the user. Since there is nothing
to uninstall on their end, the user can resume full functioning immediately.
Telescan’s
Spectrum Remote Support requires no downloading of software and no complicated
installation. However, unlike
similar expensive programs, Spectrum Remote Support is included in Telescan’s
Customer Support Program.
“Our
new Spectrum Remote Support is part of our continuing effort to maintain the
highest level of customer support possible,” said Roger Young, Telescan’s
President. “This first-hand style of customer care helps eliminate
misunderstandings that can occur with phone support. We
can also use this program to educate our users and walk someone through a
particular process. It works just
like having a technician onsite showing the process in person.”
To
find out more, call 800-770-7662 or go to
www.telescan.net.
Telescan
Adds XLScheduler Interface
(3/06)
Telescan
has added a new tool to their Spectrum Data Manager that will enable users to
easily interface with XLScheduler. XLScheduler
is a popular third party workforce management program. This
report generator combines the raw data from the periodic summary and call record
analysis reports.
This
interface tool will help Telescan users improve schedule forecasting, help
manage staff hours and shift coverage, and assist with short and long-term
resource planning. In addition to
scheduling, XLScheduler can provide two advanced report tool add-ins for call
traffic statistics and operator performance and availability.
To find out more, call 800-770-7662
or go to www.telescan.net.
Telescan
Enhances Time-Based Billing
(1/06)
The
latest update to Telescan’s Spectrum Data Manager is “minimum usage
billing.” This new feature
provides a telemessaging call center the ability to accumulate and bill for
time-based totals in minimum increments of 15, 30 or 60 seconds, rather than
strictly in units of a second. The
minimum increment can be set independently on a per-account basis.
For instance, if an account is set to bill in 30 second increments, a 35
second phone call would be billed for one minute.
This
feature allows outsourcing call centers to increase revenue, by rounding up to
the next increment, without increasing billing rates.
Without minimum usage billing, it would be virtually impossible to add
this type of billing.
“Telescan
is constantly looking for ways to improve our system by adding features that
will make a telemessaging call center easier to manage and more profitable,”
said Robert Riggs, Jr., Telescan’s Director.
“We want to make sure every feature we add is practical and will
improve our customers’ business.”
To find out more about the Spectrum Data
Manager features, call Telescan at 800-770-7662 or visit www.telescan.net.
Telescan’s
Zip Code Fields Adds Accuracy
(1/06)
Telescan
recently added zip code fields to their basic messaging support in Spectrum Data
Manager. Although this has been
supported for some time in their Order Entry package, Telescan users can now
take advantage of this capability in all messaging contexts.
When
address accuracy is critical, this approach can drastically reduce data entry
errors. The agent will ask for the
caller’s zip code. When that data
is entered, the program will look up the city and state and automatically fill
in those fields. The agent can then
immediately identify whether an error has occurred and confirm the information
with the caller.
“Our
Zip Code lookup capability will reduce agent time because they will not have to
key in the city and state,” said Bob Vornberg, Telescan’s Director of
Product Development, “and it will increase operator accuracy by the
double-check system it provides.”
To find out more about the Spectrum Data
Manager features, call Telescan at 800-770-7662 or go to www.telescan.net.
Telescan
Rolls Out Spectrum Navigator (12/05)
Spectrum
Navigator is Telescan’s latest upgrade to their Spectrum System.
Spectrum Navigator adds customized information screens for each account
or sub-account. This addition will
reduce the training time necessary for complex accounts, allowing agents to be
productive sooner.
Spectrum
Navigator provides a virtually unlimited number of information screens.
These screens are designed to guide and assist agents in processing
calls for an account. Customized
screens may also be programmed with embedded commands.
The pre-programmed commands make agents more efficient and reduce the
risk of errors. They will also
make it much easier to handle complex accounts.
With a simple keystroke or click of a mouse, agents can select the text
prompts on the Spectrum Navigator screen and perform complex tasks.
This new feature gives agents easy point-and-click access to retrieve
client information screens, copy messages from one account to another, select
multiple message templates, retrieve pre-scheduled on-call information, and
speed dial phone numbers from alphanumeric, digital, or voice pagers.
To find out more about Telescan’s new
Spectrum Navigator, call 800-770-7662
or visit www.telescan.net.
Telescan
Introduces Free-Form Message Tickets (12/05)
Telescan
introduced customized free-form message tickets to their Spectrum system.
This new feature allows telemessaging call centers the creativity and
flexibility to customize a message ticket of each account.
The free-form tickets can be a single page or contain multiple pages.
They will support editing capabilities such as inserting and
overwriting text, ensuring the required fields are not left empty and phone
numbers gathered from callers will contain the correct number of digits.
Customized message tickets can contain an embedded code to track the
usage of that message ticket.
“Telescan
is constantly listening to our users and looking for new ways to make their
businesses more efficient and productive,” said Robert Riggs, Jr.,
Telescan’s Director. Telescan’s
custom message ticket can be used for a specific account or several accounts
can share the same form. Forms can
contain multi-colored field labels to highlight important information that
agents need to convey to or gather from callers.
Field attributes can configured as: required (text must be entered),
must-fill (a specific number of characters are required), numeric-only
(numerals must be entered), and mixed-case (allows both upper and lower case).
To find out more about Telescan’s new
Spectrum Navigator, call 800-770-7662
or visit www.telescan.net.
Telescan
Announces On-Call Scheduler Updates
(11/05)
Telescan
has expanded their Spectrum on-call scheduler software by adding a Web-enabled
feature. This new feature allows
clients to enter their own schedules through the call center’s Website from
any computer, anywhere in the world, that is connected to the Internet.
Telescan’s
Spectrum on-call scheduler, a Windows-based program, helps track clients’
complex schedules easily and accurately. The
new Web-enabled feature will reduce agent time to manage schedules and will
minimize errors.
Spectrum
on-call scheduler allows for daily, weekly, monthly, or yearly client
schedules with contact information. Client
schedules are instantly available to agents as the client sends in their
electronic schedule. Spectrum
on-call scheduler will make the process of maintaining difficult client
schedules easier and more efficient.
To find out more about Telescan’s
Web-enabled Spectrum On-Call Scheduler, call 800-770-7662
Telescan
Introduces Desktop Activity Monitor
(10/05)
The
Spectrum Messenger, Telescan’s desktop communications tool, can now include
the Desktop Activity Monitor. This
new optional software feature scans all desktops using the Messenger and
delivers a visual representation of those desktops to authorized personnel.
Coupled with Spectrum Messenger’s existing features, the Desktop
Activity Monitor makes Telescan’s desktop communications tool the ideal
solution for any teleservices call center interested in instant desk-to-desk
communications, email delivery, file transfers, and reminder notifications.
To find out more about Telescan’s new
Desktop Activity Monitor, call 800-770-7662
or visit their Website at www.telescan.net.
Telescan
Wins TAM
Awards
(10/05)
The
Business Marketing Association (BMA) of St. Louis recently announced that
Telescan has received two of their coveted Targeted Advertising and Marketing
Awards () for their 2005 marketing programs.
The awards were presented to Telescan and their agency, Marketing
Alliance, at a ceremony in September. Telescan and Marketing Alliance received
the awards for an article that appeared in Connections
Magazine and for their ad titled, “How Well Does Your TAS System Fit?”
which also appeared in Connections.
This is the third year in a row that the BMA has recognized Telescan and
Marketing Alliance for marketing excellence.
“We
are delighted that the Business Marketing Association has chosen to recognize
our marketing efforts,” said Robert Riggs, Jr., Telescan’s Director.
“We believe that a strong marketing program is critical to business
success.”
To find out more about Telescan, call 800-770-7662
Telescan
Enhances Spectrum Agent
(9/05)
Telescan
has recently introduced the first in a planned series of enhancements to their
agent-interface software, Spectrum Agent.
These enhancements are designed to take full advantage of the advanced
capabilities of Telescan’s new Spectrum Data Manager.
Noteworthy in the new Spectrum Agent software release are enhanced
support for time and time zone display for in-bound and out-bound calls,
enhanced call-control functions, and one-click access to short-cut command
“buttons” that make the system easier to operate and reduce agent time for
each function.
Introduced
earlier this year, Spectrum Data Manager, a Windows-based telemessaging
system, has exceeded all Telescan’s projected sales goals.
Telescan is continuing to introduce up-grades that will reduce operator
time and increase productivity.
To find out more about Telescan’s
Spectrum Systems and the Spectrum Agent, call Telescan at 800-770-7662.
Cary
Oakes Joins Telescan/Axon
(9/05)
Telescan recently announced the addition of Cary Oakes to their
staff. Oakes will hold the
position of Axon Technical Services Specialist.
He will assist and support Axon customers including repair or
replacement of system boards and answer support-related questions.
Oakes will make sure Axon users receive uninterrupted service 24/7.
A graduate of Vatterott College, Oakes previously
worked for Bausch & Lomb as a Technical Support Specialist.
To find out more about Telescan or Axon,
call at 800-770-7662.
Telescan
Celebrates 30 years
(7/05)
Thirty
years of business calls for a party. That’s
just what Telescan did during the ATSI show in St. Louis, the home of
Telescan. The party at the Hyatt
Regency included all Telescan’s staff and many Telescan users as well as a
host of other ATSI
attendees.
In
1975 when George and
Judy Meyer founded Telescan, it fit a
need to develop a reliable and efficient system to
help telemessaging companies become more efficient and profitable.
In 2002 Robert Riggs, Jr. and Roger Young purchased Telescan.
In March of 2003, Telescan acquired Axon Communications located in
Santa Ana, CA,
increasing the network of Telescan/Axon users.
Over
the past three years, Telescan has been introducing new products at a rapid
rate, including the Spectrum family of products, the patented Prism DSP
digital switching platform, Spectrum Messenger, Spectrum IVR, and Spectrum
VMail. This year, Telescan rolled
out Spectrum Data Manager and Spectrum Data Saver.
Spectrum Data Manger controls access to all client information and
system configuration parameters. Spectrum Data Saver provides protection for a
company’s data through offsite, secure
data storage.
For more information, contact Telescan at
www.telescan.net, or
call 800-770-7662.
Telescan
Spectrum Data Manager Breaks Sales Records
(7/05)
When
Telescan released their new Spectrum Data Manager in January, their hope was
to sell 10 to 15 units by the middle of the
year. However, the
reception to the new program has surpassed all predictions with 30 units sold
by the first of June.
Spectrum
Data Manager is the new generation of telemessaging systems developed by
Telescan. It is the heart of the
Telescan system, controlling access to all client information and system
configuration parameters. Spectrum
Data Manager combines a high-performance database server with a full-range of
networking and reporting capabilities including support for multiple
time-zones, remote agent workstations, integrated order entry, on-call
scheduling, and instant messaging.
To find out more about Spectrum, call
Telescan at 800-770-7662.
Telescan
Adds Zero Footprint Web Console
(6/05)
Telescan
has added the Zero Footprint Web Console to its product line.
The Zero Footprint Web Console is a system that incorporates all
computer functions including speakers and mouse into one simple keyboard.
This system is easier to learn, reducing an agent’s learning curve.
It also reduces the space required for an agent’s system and the
number of cables by condensing many functions into one keyboard.
Fewer pieces and fewer cables make the Zero Footprint Web Console a
more reliable system.
Telescan
will be demonstrating the Zero Footprint Web Console at their booth during the
ATSI show in St. Louis, June 23 and
24. Visitors will be able to try
out this new technology during show hours.
To find out more about the Zero Footprint
Web Console, call Telescan at 800-770-7662.
Telescan
Expands Spectrum Data Saver
(6/05)
Due
to high demand, Telescan is making their new data storage program, Spectrum
Data Saver, available to telemessaging businesses not currently using
Telescan’s system. Spectrum Data
Saver, which was introduced in February of this year, provides offsite, secure
storage for a company’s data.
Spectrum
Data Saver subscribers can access the storage program through Telescan’s
Website. All data from their
telemessaging business will be stored in two secure remote locations,
retrievable whenever necessary. This
program provides telemessaging businesses a safeguard against losing data
during a disaster. While even the
best prepared business could lose everything in a heartbeat, this program will
insure that users will not lose the core of their business, their data.
The
cost of the new Spectrum Data Saver Program for telemessaging companies not
currently using Telescan’s system is a small set up fee, plus a monthly
charge based on the amount of data to be stored.
Non-Telescan users will need to purchase a PC.
To find out more about Spectrum Data
Saver or the Spectrum System, call Telescan at 800-770-7662.
Telescan
Introduces Enhanced Customer Support
(6/05)
Telescan
introduced a new toll-free number, 800-791-3521,
for customer support. This new
toll-free service not only makes it easier for Telescan users to contact
customer support, but it also improves the efficiency of problem resolution.
“This
new customer support system will allow us to keep a database of service calls
that we can share with our network of users through our Website,” said
Nicholas Naimo, Telescan’s Director of Business Relations/Operations.
“The service is a part of a developing program to share more user
information through the Internet,” Naimo added.
“We hope to make continuous additions to the new system throughout
the year.”
To find out more about Telescan, call 800-770-7662
Telescan
Appoints New Director of Business Relations
(5/05)
Nicholas
J. Naimo has been named Director of Business Relations and Operations at
Telescan. Naimo joined
Telescan’s development team in 2001. He
was instrumental in developing Telescan’s Spectrum Messenger instant
messaging program.
In
announcing the new position, Roger Young, President of Telescan, said, “The
addition of this new position demonstrates Telescan’s commitment towards
excellent customer satisfaction and continuous improvement in our business
operations. Nick has a broad range
of experience in computer technology, programming, and management skills and
has an intuitive awareness of our customers’ needs make him a natural choice
for this position.”
Before
joining Telescan, Naimo served as Executive Vice President of Hyundai
Electronics America, a California based computer and
electronics company.
To find out more about Telescan, call
800-770-7662 or visit their Website, www.telescan.net.
Telescan
Expands Website to Better Serve Customers
(5/05)
Telescan
recently introduced a new, updated Website to stay in step with a barrage of
recent product updates and new programs. The additions to the new site include
Telescan’s Customer Support Program, Tech Updates, user manuals, the new
Spectrum Data Saver Program, and user testimonials.
“Telescan
is committed to making information on our systems as easy as possible to
access,” stated Robert Riggs, Jr., Telescan’s Director.
“We are constantly looking for better ways to offer this information
and keep our users updated on our constant stream of new product developments.
Making more information available through our Website helps us serve
our customers better and provide more information to the telemessaging
market.”
View Telescan’s revised
Website at www.telescan.net
or call Telescan at 800-770-7662 for more information.
Telescan
Announces Spectrum Data Saver
(4/05)
Telescan’s
latest innovation to make telemessaging businesses more successful is the
Spectrum Data Saver. It provides
offsite, secure storage for all your call center’s data.
Spectrum Data Saver subscribers can access the storage program through
Telescan’s Website. All data
from their business will be stored in two secure remote locations, retrievable
whenever necessary.
“If
there is anything we learned from the last two years,” said Nicholas Naimo,
Telescan’s Director of Business Relations/Operations, “is that disaster
can strike anyone anywhere without a moment's
notice. Even the best prepared
call center could lose everything in a heartbeat.
[But] they will be able to continue operation within hours at our
remote location. We will not only have all their data stored so they can
continue to function, but we can even provide staff at our location to
continue their service, uninterrupted. This
provides more security than any insurance.”
The
cost of the new Spectrum Data Saver Program for Telescan users in their
Customer Support
Program will be a small set up fee, plus a monthly charge based on the amount
of data to be stored. The service
is also available to non-Telescan users.
For more information, call Telescan at
800-770-7662.
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