Telescan Announces New Hires

AmtelcoThe Telescan Division of Amtelco continues to grow and advance the development of its Spectrum system in response to demand for a flexible, expandable software-based call center system. The Telescan team is growing to continue helping customers succeed.

Paul Schulte is joining the Telescan support services team in St. Louis, Missouri. Paul will provide phone support to Spectrum system users and assist in the internal operations of the St. Louis office. Brett Minster is joining the software development staff in St. Louis. Brett will be developing applications for Telescan’s next-generation switch, Prism II.

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

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Spectrum Prism II Begins Beta Testing

AmtelcoThe Telescan Division of Amtelco has begun installation and field-testing of Prism II at beta sites. Prism II is the next-generation telephony switch for the Telescan Spectrum system. It provides a powerful and flexible soft-switching solution. The benefits for call centers include:

  • Increased call handling capacity without added hardware
  • Improved backup and recovery options
  • Real-time monitoring and activity logs
  • Enhanced audio quality
  • Faster call setup

Call routing is enhanced with powerful features based on station, client group and skill level. Where the current Prism switch uses hardware to accomplish its telephony functions, the new Prism II is an entirely software-based switch built around Asterisk, a widely used open-source framework for building communications solutions.

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

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Amtelco Releases Hosted Spectrum

AmtelcoSpectrum Prism is now available as a hosted service. Some of the advantages of hosting include increased call handling capacity without adding hardware or IT labor. And there’s no need for a support plan; it’s all included along with updates. Hosted Spectrum is completely scalable, which makes it ideal for startups. Stations are easy to add as needed.

Virtual call centers using hosted systems will become more prevalent in the coming years, especially as an element of the consolidation that is taking place in the call center industry. Virtual call centers will be much more flexible than traditional call centers, which are constrained by their locations, floor space, and physical agent positions. Use of a collocated call center solution breaks the call center away from the physical constraints and overhead costs of a building, equipment room, and back-up power.

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

Amtelco Announces miSecureMessages v6.5

AmtelcoSignificant features are added in miSecureMessages (MSM) version 6.5, developed in collaboration with miSecureMessages Certified Partner program and MSM app users. Contact-based licensing, instead of device-based licensing, means miSecureMessages clients pay only for the number of contacts they have not the number of devices they have. Other features include:

  • Easier registration makes the mobile device app easier for call center clients to use.
  • Client permissions gives call centers the ability to grant specific permission-based client access to the miSecureMessages administration web thereby reducing labor costs.
  • Canned responses for groups add flexibility for commercial accounts. Each client organization can have a separate list of responses.
  • Added reports for both system administrators and clients.
  • Time zone of reporting is adjustable in system settings.
  • Performance improvements increase the speed of the app and server.
  • Custom app menu links allow call centers to provide clients with web links that can be accessed from the app’s menu, such as a link to Amtelco’s miTeamWeb or the call center’s support web page.

Amtelco works with call center partners to help market miSecureMessages to their clients. The MSM Certified Partners Program is unique in the industry, continues to grow, and currently has hundreds of successful members.

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

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Vendor Spotlight on Amtelco

AmtelcoFor forty years Amtelco has been a trusted name in systems and software for answering services, call centers, contact centers, healthcare organizations, educational institutions, executive suites, and third-party developers. Amtelco focuses on providing call center solutions that meet or exceed customer expectations backed by top-notch service and support.

Amtelco’s Intelligent Series (IS) provides the foundation for on-site and cloud-based call centers with scripted call-flow navigation and messaging; dynamic directory services with advanced automated dispatching; on-call, event, appointment, and workforce scheduling; systems integration with open APIs; and full-featured, event-driven monitoring and reporting.

The Intelligent Series builds on the advanced skills-based routing, voice processing, and call recording available with Amtelco’s award-winning Infinity platform, one of the most reliable call center systems on the market. The Infinity platform serves as the blueprint for Amtelco’s next-generation Genesis soft switch, which provides software-based call switching, voice processing, and call recording and eliminates the need for specialized hardware.

Founder Bill Curtin II and Amtelco have received more than thirty U.S. patents for telephony software, data-handling methodologies, and telephone-switching devices. Millions of telephone calls are processed every day by Amtelco systems and software in operation in all fifty of the United States and more than twenty foreign countries.

What’s New? Soft switching is an industry development that has been gaining momentum over the past few years. Amtelco has been an industry leader in switching with the work of its XDS division. Amtelco and its customers have been fortunate that the Infinity switching platform has been so reliable and has continued to advance with updates such as integral call recording with Unity logger, integral SIP trunking, and operator audio with the Amtelco XDS VoIP board.

Soft switching shifts the control and processing functions of the telephony away from telephony boards, such as the Amtelco XDS VoIP Board, to the computer CPU with software controlling the CPU. Soft switching still requires a computer to run the switching functions, but it offers advantages such as the ability to be virtualized since there are no specialized telephony boards installed in the computer.

Amtelco added soft switching to the Infinity IS with a module called Genesis. Genesis was first released in 2013 as part of the IS 4.1 release that is now running at nearly two hundred call centers. Genesis is tightly coupled with the advanced Intelligent Series applications and is administered within the IS supervisor application. This provides the ability to add Genesis soft switching to an existing Infinity IS installation to provide advanced call behaviors such as Smart-Paging, SmartCheckin, and MergeComm automated dispatching.

Anyone interested in soft switching and call center virtualization is encouraged to contact Amtelco for a demonstration. This is an exciting opportunity to enhance the services call centers provide and move into the future with advanced soft switching capabilities.

Emergency ACD for Backup: It’s important for every business to have a protection plan in place in the event of emergencies. The Genesis emergency ACD is an operational mode that takes effect if a Genesis client application, such as the Intelligent Series, is disconnected from Genesis. The emergency ACD ensures that calls are not dropped if the client application is lost.

In the event of business interruption due to telephone outages, lost power, or natural disasters, Amtelco now provides call centers with four tiers of hosted business continuity security and service to keep them up and running so they can provide continuous service to their clients. The platinum, gold, silver, and bronze levels each include faxing, email, and paging.

Spectrum Prism II: Prism II provides a powerful and flexible soft-switching solution for the Spectrum system, which has a record of service to the telephone answering service industry. Spectrum Prism II® is a modular replacement for the Spectrum Prism platform. The new Prism II is an entirely software-based switch built around Amtelco’s Genesis soft switching.

Prism II provides the option for a fully integrated voice logger as well as support for integrated voicemail. Enhancements to the scheduling Prism II provide a much more flexible approach to managing the scheduling of prescreening announcements. Prism II has no need for telephony boards, which gives it the ability to increase its call handling capacity without adding hardware. The absence of telephony boards also means lower maintenance costs and improved backup and recovery options.

Spectrum Prism II has benefits for call centers including:

  • Increase in call-handling capacity without adding hardware
  • Improved backup and recovery options
  • Superior audio quality and faster call setup
  • Routing flexibility to any outgoing signaling format or device
  • Powerful call-routing features by station, client group, and skill level
  • Real-time monitoring and activity logs

What Is miSecureMessages? Every business needs to maintain privacy for their clients’ and consumers’ personal data. For healthcare organizations, securing patient information is required by HIPAA and HITECH regulations. By encrypting information, miSecureMessages (MSM) helps ensure that data remains confidential.

Amtelco works with call center partners to help them market MSM to their clients. Amtelco provides a package of marketing materials for MSM-certified partners. MSM-certified partners also are featured on the MSM website, miSecureMessages.com. The miSecureMessages-certified partner program includes more than 150 partners.

New Website Designed to Provide Solutions: Amtelco’s call center division has a new website designed to make it easy to find specific solutions for every call center of every size and market focus. Visit callcenter.amtelco.com.

[From Connection MagazineMay/June 2016]

New Amtelco Call Center Division Website

AmtelcoAmtelco has a completely redesigned TAS call center division website at callcenter.amtelco.com. The new site has made industry-specific solutions easier to find. Feedback from customers was crucial to the new site navigation. Focus on Amtelco’s mission, “Amtelco is focused on providing call center solutions that meet or exceed customer expectations and are backed by top notch service and support,” is front and center.

Call centers, help desks, and contact centers with customers in healthcare, government, and utilities will find powerful features to meet their specific needs on the new site.

In related news, the National Amtelco Equipment Owners (NAEO) Conference took place in San Diego, California, February 28-March 2. NAEO is one of the largest user groups in the call center industry. More than 175 NAEO members attended the conference to learn about and share their success using the Infinity system and other Amtelco products.

Kevin Beale, Amtelco’s vice president for R&D software, presented “40 Years of Innovation and We’re Just Warming Up!” on Monday, February 28. This session was full of exciting updates about the new Genesis soft switch, soft agent, MergeComm, miSecureMessages, miTeamWeb, and miTeamMobile developments.

On Tuesday, February 29, NAEO and Amtelco provided technical presentations by Greg Beale, Amtelco’s vice president for customer service, and Jody Laluzerne, customer service supervisor, who shared the best practices for maintaining the Infinity IS and peripherals.

An InfinityPlus breakout session was also held, covering how to make the most of the Infinity system with Amtelco’s InfinityPlus, how to design message forms into totally operator-guided solutions, and how to create interactive info pages that automatically pop based on operator entries into InfinityPlus message forms.

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

[Posted by Peter DeHaan for Connections Magazine, a contact center publication from Peter DeHaan Publishing Inc.]

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Pat Dye Promoted to Regional Sales Manager

AmtelcoTom Curtin, president of Amtelco, announced the promotion of Pat Dye to regional sales manager for the TAS Division of Amtelco. Pat is covering TAS businesses in Texas, Oklahoma, Kansas, Nebraska, South and North Dakota, Wyoming, and Montana. He is also responsible for Amtelco’s 1Call Healthcare Division in Texas and Oklahoma.

Pat Dye is part of a team focused on marketing and sales to the telephone answering service and contact center business markets. He is excited to be demonstrating the capabilities of the Intelligent Series, Infinity, and Spectrum systems to prospective Amtelco customers.

Pat’s promotion comes at a very opportune time. With the various business models available to call centers, Pat’s in-depth knowledge of Amtelco’s hosting, soft switching, and SIP offerings will benefit new and existing customers. Pat has great depth of experience with many aspects of Amtelco. He started as an installer in 1999, served as project manager in 2001, team leader in 2004, Eastern Sales Manager 2008, sales engineer in 2010, and miSecureMessage Sales Specialist 2013. Pat said, “I would like to share my experiences in the call center industry to assist in the continued success of Amtelco’s customers in my territory.”

Tom Curtin said, “Given the rapid advancements in Amtelco’s call center technology we needed to expand our outreach and market education. Pat will ensure that happens.”

[Posted by Peter DeHaan for Connections Magazine, a contact center publication from Peter DeHaan Publishing Inc.]

Amtelco Celebrates 40th Anniversary

AmtelcoAmtelco is celebrating its fortieth anniversary as a provider of communication product solutions backed by quality customer support. The company was founded in 1975 by Bill Curtin and is headquartered in McFarland, Wisconsin.

During the past forty years Amtelco has built a tradition of excellence in providing its customers with innovative call center systems for a variety of industries, including healthcare, contact centers, government, utilities and help desks. Amtelco continues to work closely with customers to help identify and develop systems to meet unique and demanding performance requirements.

Today, Amtelco software or hardware is in all fifty of the United States and in more than forty other countries either operating a solution locally or from its cloud-based infrastructure. Millions of telephone calls, text messages, and secure communications a day are instantly and accurately processed by Amtelco products throughout the world.

In related news Amtelco’s announces significant features in miSecureMessages version 6.4, developed in collaboration with miSecureMessages Certified Partner program and users.

MiSecureMessages users can include attachments when sending messages to each other, including audio, photos, video, and PDF files. Also users now have the ability to update and enhance their contact information within MSM, including contact image, contact phone number, and ability to call from the app. With the new info button, associated with a message thread, provides details about the current thread such as updated visual for changes to a message’s status, sent timestamp, delivered, read, completed, and deleted. The archival, purge, and retrieval of message threads is also supported.

Event notifications are also enhanced with system emails device registered, user lockout, database size exceeded, database size warning, and archive size exceeded. Notification attempts and failures can be tracked, which can be viewed from the admin Web.

Pagination changes miSecureMessages so it doesn’t automatically download all message threads at once when a user accesses messages, speeding up the message download process. Last, encryption is improved between the MSM server, notification server, and web server with AES instead of DES.

[Posted by Peter DeHaan for Connections Magazine, a contact center publication from Peter DeHaan Publishing Inc.]

Amtelco Receives 2015 DevConnect Award

AmtelcoAmtelco received a 2015 Avaya DevConnect Partner Excellence Innovation Award, presented on June 15, 2015, in Denver, Colorado. Amtelco received the award for its soft agent solution, which uses patented intuitive call flow navigation to guide agents through each call.

The Amtelco soft agent integrates with the Avaya Aura® suite. This enables Avaya and Amtelco customers to improve customer satisfaction by providing fast call processing using this solution.

Amtelco vice president for software, research and development Kevin Beale said, “It is an honor to receive this award from such a prestigious company as Avaya. Amtelco is proud of our long-standing relationship with Avaya. Awards like this are due to dedication and commitment to excellence. We look forward to continuing to work with Avaya to enhance the services our customers can provide.”

In other news, Amtelco released miSecureMessages app version 4.1. Highlights include a new menu icon, collapsible and expandable contact circles, customized user color themes. The menu icon allows users to change accounts, navigate to the various pages of the app, and access user settings and other functions.

Last, Robert Vornberg, a member of Telescan’s software development team since November 1994, was named general manager of the Telescan division of Amtelco in addition to his duties as director of product development. Vornberg assumed his new position on July 8.

Vornberg has been involved in the development of Telescan products as a consulting designer and programmer since 1981. He worked on Telescan’s first paper-based messaging system and participated in the design and development of every subsequent Telescan product offering. Vornberg joined Telescan full-time in 1994 when he was named director of product development by Telescan founder George Meyer.

[Posted by Peter DeHaan for Connections Magazine, a contact center publication from Peter DeHaan Publishing Inc.]

MiSecureMessages Offers Spectralink Integration

The 1Call division of Amtelco announced that miSecureMessages integrates with Spectralink PIVOT™ smartphones. The PIVOT smartphones are based on the Android™ platform, offering an easy integration with the miSecureMessages Android app.

MiSecureMessages provides HIPAA and HITECH compliant secure two-way text messaging, keeping PHI secure and speeding response times for healthcare staff. In addition to Android, a miSecureMessages app is also available for Apple® devices, as well as secure online access for sending and receiving messages.

Amtelco vice president of R&D software, Kevin Beale stated, “Extensive testing was done with the miSecureMessages Android App and the Spectralink 8700-series PIVOT phones, and we are pleased to announce that the results were very successful. We plan to continue working with Spectralink on integrations with additional 1Call and Amtelco products, providing our customers with enhanced communication options.”

In other news, the 1Call division of Amtelco announced the additions of Kevin Mahoney and Joe Curtin to the 1Call sales team. Kevin Mahoney, major account advocate and engineer for 1Call, has twenty-plus years of experience in technology-leadership roles, and IT solutions integration. Kevin will work with current and new 1Call customers, providing solutions to meet each customer’s unique needs.

Joe Curtin, regional sales manager, brings a background in professional and organizational communication to the 1Call division. He will work with clients in the southwest United States.

[Posted by Peter DeHaan for Connections Magazine, a contact center publication from Peter DeHaan Publishing Inc.]