Vendor Profile on Amtelco

Amtelco has been a well-known name in the telecommunications industry for over forty-five years providing call center communication systems, software applications, and telephone switching technologies. Amtelco and its other divisions (Telescan and 1Call), offer innovative technology solutions to meet the needs of call centers, contact centers, and healthcare organizations.

Prioritizing All Members of the Amtelco Family

Even as a family-owned business, both employees and customers are considered part of the Amtelco family. Amtelco is proud to have participated in and received a Top Workplaces award three years in a row. This award is based solely on employee feedback offered through an employee survey.

Under the leadership of Tom Curtin, CEO, Amtelco continues to grow and add new products and services to support their customers’ needs. “Customer support is a top priority. Our workforce has increased by 15 percent in the past year to keep up with the needs of our customers,” said Tom Curtin, Amtelco CEO.

Their priority to providing five-star service to customers is evident in their customer testimonials: “Our partnership with Amtelco spans forty years. Every move we have made with Amtelco’s products have been positive as they have helped us grow our business. Amtelco’s product offerings are great, and they are always responsive to our clients’ requests. We can always count on Amtelco being a phone call away,” said Sharon Campbell, president of Answer Direct.

Encouraging Creativity and Innovation

Considering and fostering new ideas from all members of the Amtelco family is one of Amtelco’s guiding values. Amtelco works closely with their customers by providing an online forum for customers to submit their ideas for new products and make suggestions for improvements to existing products.

Customers can also search, view, and rank the ideas submitted by others. Amtelco’s software department reviews the ideas and suggestions and decides which ideas to implement.

Creating Reliable Products that Empower Others to Communicate Quickly and Securely

Amtelco’s call center technology is entirely software-based and virtualized, with cloud-based capability. Their Genesis system offers flexibility and growth, which is imperative in today’s ever-changing environment.

Skills-based automatic call distribution (ACD), built-in speech recognition, text-to-speech, and voice services are available to improve call routing and management. Database-driven call scripts automatically guide agents through even the most complex calls. Prompts, searches, and navigation are used to improve accuracy and caller satisfaction.

Their latest advancement is a web browser-based telephone agent interface that can transform a 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. A VPN connection is established to ensure the connection is secure. Updates are completed via a web server, which eliminates the maintenance of loading and maintaining software on devices.

Reliable and Encrypted Messaging Solution

The use of secure messaging apps and integrated personal devices has become even more important in our increasingly remote, work-from-home world.

While it’s a requirement to utilize a secure messaging solution in the healthcare industry, it’s not just for healthcare alone. It applies to any industry that deals with sensitive information, such as law, government, banking, mortgage lenders, credit card processors, and financial services, where it’s just as important to ensure the security of sensitive information.

Amtelco’s miSecureMessages application offers reliable communications with end-to-end encryption for communications. Various integrations are available to help streamline and simplify an organization’s communications needs. A highlight of some of the new features now available in miSecureMessages include:

  • The high availability solution provides continuous uptime during some server upgrades and prevent downtime due to a single server failure.
  • Single sign-on authentication with integration for SAML (security assertion markup language) or AFDS (active directory federation services).
  • Genesis protected dialing settings which enable phone calls placed from the miSecureMessages app to be routed through Genesis, which displays the organization’s phone number instead of the device’s phone number.
  • Shared devices enables different users to log into a device and retrieve messages without having to share logins or an inbox.

The Future is Bright (and Green) for Amtelco

As Amtelco grows they remain committed to developing innovative technology solutions to streamline communications and increase efficiency for their clients. New web and mobile solutions and artificial intelligence (AI) features are just a few items currently in development.

They are also excited to announce they’ve recently gone green by having solar panels installed at their office, which are estimated to offset their energy consumption by 59 percent.