John Freire Recognized with Allen Kalik Award

Professional TeledataJohn Freire of Direct Line Tele Response received the 2016 Allen Kalik Award. The announcement was made during the annual PINetwork User Group Meeting in Manchester, New Hampshire. The Allen Kalik Award was implemented in 2011 after the passing of industry leader and Professional Teledata’s late president, Allen Kalik. Honoring Allen, this award recognizes individuals whose unselfish dedication and leadership have led to the advancement of PIN.

“It was a personal honor and pleasure to be able to present the Allen Kalik award to John Freire,” said Phyllis Shaw, education committee chair of the PINetwork User Group. “John gives so much of his time to our group and is always available to share his knowledge with us. He is someone who thinks outside the box, and pushes us all to the next level.”

“I am honored and humbled to receive this award,” said Freire. “Allen was always giving back to PIN and eager to share his expertise and knowledge with anyone who was interested in learning.” Freire is the IT director at Direct Line Tele Response.

Professional Teledata Announces Commercial Grade SMS Solution

Professional TeledataProfessional Teledata announced the launch of its enhanced short message service solution, PInnacle cloud SMS. The new, cloud-based text messaging solution is commercial grade, developed specifically for the high volume, high availability usage requirements demanded by customers.

The PInnacle cloud SMS solution enables users to communicate with clients faster, and with higher throughput, via text messaging. Throughput and availability are achieved by maintaining direct connections to major wireless carriers that are not subject to rate limits, monthly usage thresholds, or cell towers. Now, PInnacle Cloud SMS users can easily and reliably exchange messages each month without worrying about service interruptions or rate limiting. Key features of the PInnacle cloud SMS solution include: 100 percent software-based, fully redundant system, built-in disaster recovery, and comprehensive reporting.

“Since installing the PInnacle cloud SMS solution, we have had no service interruptions for our customers,” said Ken Goldenberg, president of Direct Line Tele Response. “The process to move customers to the new system was seamless and simple. The tight integration with our existing PInnacle system was well executed and we are now experiencing much faster delivery times and delivery responses.”

“We are thrilled to offer our customers with an enhanced, commercial grade SMS solution,” said Jim Graham, director of special operations for Professional Teledata. “By leveraging Startel’s current SMS infrastructure, we are able to provide our PInnacle customers with a more robust text messaging solution that meets their clients’ expanding needs and enables them to focus on growing their business.”

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

Angelo Celesia Receives the 2015 Allen Kalik Award

Professional TeledataProfessional Teledata announced Angelo Celesia as the 2015 Allen Kalik Award recipient. The announcement was made during the annual PIN user group meeting in Baltimore, Maryland.

The Allen Kalik Award was implemented in 2011 after the passing of industry leader and Professional Teledata’s late president, Allen Kalik. Honoring Allen for his tremendous contributions to the telecommunications industry and the PINetwork Group, this award recognizes individuals whose unselfish dedication and leadership have led to the advancement of the PINetwork group.

“We are thrilled to recognize Angelo with the 2015 Allen Kalik Award,” said Pat Kalik, director of customer relations for Professional Teledata. “Angelo truly embodies the award, and everything that it stands for. We thank him for his time, dedication, and continuing commitment to our organization.”

“It is an honor to receive this award,” said Angelo. “Allen tirelessly devoted himself the TAS industry and the PINetwork. I am humbled to be included among such esteemed company.” In 2013, Angelo served as president of the PINetwork board of directors. Angelo is also an avid runner and coaches cross-country running for a local middle school.

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

Startel and Professional Teledata Announce Merger

Professional TeledataStartel Corporation, a provider of unified business communications for contact centers and telephone answering services (TAS), announced its merger with Professional Teledata, a pioneer in order entry, billing management and hosted and premise-based solutions for call centers. Effective September 2, 2015, Professional Teledata is now a wholly owned independent subsidiary of Startel.

The companies have a relationship that dates back more than 30 years, serving the TAS industry and many of its joint customers. With this merger, the combined organization expands its product offerings to broader markets while enhancing overall technical expertise, increasing customer service availability and adding depth to the leadership team. This merger is a win-win for both organizations, as well as its combined customer base and the entire TAS industry.

“We are very excited about Startel and Professional Teledata coming together,” said Bill Lane, president and CEO of Startel. “We look forward to joining teams, and leveraging the resources, capabilities and technical expertise of the combined companies to provide a higher level of customer support and greater breadth of product offerings to the marketplace.”

“Given our long relationship and shared vision of providing telephone answering services and contact centers with solutions to improve efficiency and increase revenue, combining companies seemed like a natural fit,” said Pat Kalik, president of Professional Teledata. “We are thrilled with the merger; it is a positive development for both organizations, customer bases and employees.”

The companies’ offices will remain open in Irvine, California and Manchester, New Hampshire. Three principals of Professional Teledata, including Jim Graham, Alan Hartmann and Pat Kalik, will join the senior management team of Startel to lead the combined company.

[Source: PRweb]

Professional Teledata Announces New Credit Card Interface For TBS

Professional TeledataProfessional Teledata announced that a new cloud-based option for processing credit card payments directly from TBS3 is not available. Professional Teledata has created a new Total Billing Solution 3 interface to Authorize.Net’s Customer Information Manager (CIM) product. With the interface you can:

  • Process credit card payments directly from TBS3 using Authorize.Net’s cloud-based services. Third party software packages are not required.
  • Simplify PCI compliance efforts by “tokenizing” your account’s sensitive card data and storing it on the Authorize.Net’s secure servers.
  • Process pre-authorized credit card payments faster and more efficiently with the streamlined TBS3 interface.
  • Maintain and track multiple account card profiles.
  • Securely process card transactions from any TBS3 workstation.
  • Settle transactions immediately instead of waiting to the end of day for the settlement capture.
  • Improve your merchant rate discount by using optional card security code, address verification, and cardholder verification features not available in the legacy credit card interfaces.

Professional Teledata provides systems and software products for the telemessaging and call center industries. For more information or set up a demo tailored to your interests, contact Karen Black at 800-344-9944.

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

Professional Teledata Welcomes David Screeton

Professional TeledataAs Professional Teledata continues to grow into an influential national technology firm, they take pride in selecting the right individuals to their team, welcoming David Screeton to the Manchester office as telephony engineer.

David brings thirty years of expertise, knowledge, and experience in the telephony arena with him to Professional Teledata. His duties will include support for the eQueue phone switch, the Manchester co-located equipment and network as part of the Freedom infrastructure, the in-house eConn phone switch and network infrastructure, phone and network equipment for remote employees, premise installed eQueue and Millenium phone switches, and network infrastructure at customer sites.

“David Screeton brings vitality and perspective to this position that fits perfectly with our vision for the future at Professional Teledata.” said Pat Kalik, president of Professional Teledata. “David understands what we are all about. His experience and expertise make him the perfect person to join our telephony team where he will continue providing quality and support for our valued customers.”

David is certified on Nortel Meridian PBX systems, Executone and Samsung Key systems and has much experience with IBM blade servers, HP and Nortel Switches and routers and POS systems.

In other news, Professional Teledata will unveil several new features at the Spring 2015 PInnacle Upgrade at the PIN User Group Meeting in Baltimore, Maryland May 46. “It’s been a long cold winter in New England and we all made the best of our time stuck indoors adding new features to an already powerful and flexible platform to make it even more robust and feature rich,” said VP Jim Graham. “We are excited to put our hard work on display to our users in Baltimore.” Timed auto actions, rotating on-call and template driven locates with current on-call support are just a few of the new features that will be presented.

Professional Teledata provides systems and software products for the telemessaging and call center industries. For more information or set up a demo tailored to your specific interests, contact Karen Black at 800-344-9944.

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

PInnacle Freedom Processes 100,000,000th Call

Professional TeledataProfessional Teledata announced a milestone: PInnacle Freedom, the hosted TAS system, has processed its 100,000,000th incoming call. Saturday, December 20, 2014 at 10:21:13 a.m. came and went with little fanfare. There were no fireworks or pomp and circumstance when a caller from area code 717 became the 100,000,000th call to be processed through PInnacle Freedom. The hosted TAS system sat quietly at the co-location doing its job connecting hundreds of agents to millions of callers around the country and the world.

“Well, to be truthful there was a small celebration at the Professional Teledata corporate offices in Manchester, NH that consisted of a few ‘high fives’ among the hard working staff that make it all happen,” said VP Jim Graham. “After taking a moment to savor the milestone, we all returned to work growing the Freedom Platform and making it even more robust. Cheers to Answer Phone Tulsa for taking the momentous call!”

Professional Teledata provides systems and software products for the telemessaging and call center industries. For more information or set up a demo tailored to your specific interests, please contact Karen Black at 800-344-9944.

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

Shawn Griswold and Christian Vargas Join Professional Teledata

Professional TeledataAs Professional Teledata continues to grow and develop into an influential national technology firm, they take pride in selecting the right individuals to make their team shine. They are pleased to welcome Shawn Griswold and Christian Vargas to the Manchester office.

Shawn Griswold, senior software quality assurance engineer, spent fourteen years working in software quality assurance, five of them as a software systems engineer for the Telecommunications Division of Compaq / HP where he designed and ran test environments in SS7/TDM and SIP/VOIP platforms. Shawn’s duties are testing and verifying software releases, including functional, boundary, and load testing. He also handles attempting to reproduce customer issues for diagnosis and is working on improving a development process including bug tracking and test case management.

Christian Vargas, technical support specialist, a bi-lingual graduate of Lincoln Technical Institute, is enrolled at Southern New Hampshire University where he is earning his degree in Software Development. Christian’s background includes customer support and troubleshooting workstation and network related issues. His duties begin with technical support of both PInnacle and Freedom clients.

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

Professional Teledata Welcomes Daniel Leis and Johnathan Socha

Professional TeledataDaniel Leis and Johnathan Socha recently joined Professional Teledata. “Daniel and Johnathan bring vitality and perspective to their positions that fit perfectly with our vision for the future at Professional Teledata,” said Pat Kalik, president of Professional Teledata. “They both understand what we are all about. Their military backgrounds, knowledge, and experiences make them the perfect additions to our telephony team.”

Daniel Leis, a Veteran having served during the war, brings a variety of knowledge and expertise to his position. Daniel’s duties include the technical support of customers for both PInnacle and telephony. “It’s nice to find a place where everyone acts like old friends, even though they just met you,” Daniel said. “Everyone has been welcoming, encouraging, and helpful; I’m very glad to be here.”

Johnathan Socha, a USAF Veteran, brings ten years of IT experience with him to Professional Teledata. Johnathan’s duties include configuration support and troubleshooting the eQueue, eConn, and Millennium phone switches for both premises based and hosted (Freedom) networks. “PTD is a company with a family feel environment,” said Johnathan. “I am looking forward to the unique tasks and challenges that accompany this position.”

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

Professional Teledata Enhances PInnacle Voice Logger

Professional TeledataProfessional Teledata introduces an enhanced PInnacle voice logger to their lineup of technology solutions. The voice logger is a SIP based audio recorder, integrated into the PInnacle system. Pat Kalik, president of Professional Teledata stated, “Since PInnacle voice logger is entirely SIP based, no special computer hardware is required or proprietary add-in cards, thus improving operational efficiencies, further cost reductions and of course peace of mind.”

PInnacle users can integrate PInnacle voice logger with their current eQueue and eConn switches; Millennium integration support is now available. The enhanced features are:

  • Recordings are now optionally linked to PInnacle messages in the PVL Browser, via customizable account templates, enhancing PVL’s role as a quality assurance tool.
  • Recordings and metadata can be automatically copied to separate folders on a real-time basis. This serves as an API for customers requiring special processing not already provided by the Browser or PInnacle Web features. For example, real-time, automatic emailing of recordings or placement in a client’s Dropbox or Google Drive can be implemented by the PInnacle customer’s IT staff with this API.

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