Vendor Profile on Amtelco

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Amtelco, a family-owned business located in McFarland, Wisconsin, has been a trusted name in call center communication systems, software applications, and telephone switching technologies for forty-five years. Amtelco and Telescan, a division of Amtelco, offer a unique breadth and depth of technology and service to meet the needs of call centers, contact centers, and enterprise environments. Processing millions of telephone calls every day, Amtelco and Telescan software applications are in operation in all fifty of the United States and more than twenty foreign countries. 

Amtelco’s guiding values are:

  • Prioritizing all members of the Amtelco family (customers and employees), providing five-star service.
  • Creating reliable products that empower others to communicate quickly and securely. 
  • Growing and improving thoughtfully, evaluating what elements meet long-term needs. 
  • Embracing members of the Amtelco family with compassion and transparency.
  • Encouraging creativity and innovation, considering and fostering innovative ideas that come from all members of the Amtelco family.

Both employees and customers are treated like family. Amtelco received a Top Workplaces honor in 2020 and 2021. Gerald Brosseau, president of Always On Call, an Amtelco customer, states, “Moving to the Amtelco system, and really the Amtelco family, has been the best decision we’ve ever made as a business. The relationships are invaluable, and you feel like you are a partner within their company.”

System Designed for Flexibility and Growth

Genesis is the latest advancement in Amtelco’s extensive line of call center solutions. This technology is entirely software-based and virtualized, with cloud-based capability. Genesis provides skills-based automatic call distribution (ACD), built-in speech recognition, text-to-speech (TTS), and voice services to improve call routing and management. Agent training happens quickly and easily using prompts, lookups, and navigation built into database-driven call scripts to automatically guide them through even the most complex calls.

Technology that Simplifies Remote Agent Deployment

Web Agent is a web browser-based telephone agent interface that makes working from home easy. This fully functioning call-handling web application can transform any personal computer into a professional telephone agent station. Web Agent is accessible through a web-browser so remote agents can work from anywhere with an internet connection. Establishing a VPN connection ensures the connection is secure. With no software to load or maintain on devices and updates completed via a web server, Web Agent is easily configurable and convenient for the remote workforce.

Key Performance Indicators (KPIs) to Increase Efficiency

Amtelco’s Service Level reports specifically monitors agents’ interaction with callers, traffic patterns, agent abandons, and system abandons. Visual warnings can indicate if agents are reaching the requirement settings configured in the parameters. Various reports are available that show calls or agent statistics that do not meet the service level criteria. This allows managers and supervisors to easily spot when an agent abandoned a call, how long it took for the agent to answer a call, and how long a call sat on an agent’s station.

View real-time call handling data with the miTeamWeb Dashboard. The miTeamWeb Dashboard provides call center staff and clients with real-time information about automated call distribution (ACD) activities, agent call handling statistics, and Intelligent Series dispatching tasks in both graphic and text formats. Sounds and visual thresholds help monitor KPIs. An emergency call alert setting can play a siren sound when an emergency client call comes into the system but is currently in queue. Calls waiting for longer than the number of seconds specified can display highlighted in yellow. 

The IS supervisor dashboard displays historical data and live data to help monitor call center analytics. This user-friendly dashboard displays various charts of call data including total calls, calls per agent, calls per station type, calls per call type, calls per client, and service level performance. Tables, bar charts, and pie charts make it easier for supervisors to spot performance issues. 

Easy and Encrypted Messaging Solution

The intuitive design of miSecureMessages ensures fast, reliable communications with end-to-end encryption for communications. All types of industries who need to ensure their communications are secure use the miSecureMessages business text messaging tool. These include call centers, healthcare, and enterprises.

Track the progress of messages, increase agent efficiency, improve security, and reduce errors, while providing audit logs, reports, and client accountability.

Some of the new features that miSecureMessages version 6.8 offers include:

  • Prevent downtime with the optional high availability feature to allow miSecureMessages configuration for multiple servers, with automated failover from one server to another when the primary server goes down.
  • Phone number masking allows phone calls placed from the miSecureMessages app to route through Genesis. This displays the organization’s phone number instead of the device’s phone number.
  • Shared device licenses allow device registration for use by multiple miSecureMessages users.
  • Convenient single sign-on authentication allows miSecureMessages administration logins and user login configuration for one of two authentication modes: 1) the miSecureMessages server keeps track of passwords and performs authentication and 2) the single sign-on identity provider keeps track of passwords and performs authentication.

Reliable Five-Star Service and Support 

Amtelco has a reputation for complete, professional system support, offering training, installation, and technical staff on call on a 24-hour basis. When customers need assistance, Amtelco’s customer support staff provides fast and reliable service.

Amtelco’s customer support staff includes implementation specialists, installers, project managers, and technical support staff. The customer support staff has an average tenure of sixteen years, which is unheard of in technology and IT businesses. All support staff members reside in the United States. 

Looking into the Future

Amtelco and Telescan work closely with their customers and continue to develop innovative features and products that empower call centers, contact centers, and enterprise environments to operate efficiently for their clients. New web and mobile solutions, miSecureMessages capabilities, and artificial intelligence (AI) features are just a few items that are in development. Watch for future updates.