Category Archives: News

Peter Lyle DeHaan Releases TAS Book

How to Start a Telephone Answering Service
Get the latest info in the book How to Start a Telephone Answering Service.

Longtime industry veteran Peter Lyle DeHaan released his insider’s guide to starting an answering service on January 29. Titled How to Start a Telephone Answering Service, the book concisely shares the essential information needed for an entrepreneur to start an answering service. Based on decades of industry experience and years of consulting, Peter DeHaan, PhD, released this book as a service to the industry.

“Though I open the book trying to talk people out of starting an answering service, if they decide to proceed, I want them to do it right and not damage the industry by making naïve mistakes,” said DeHaan. It’s a must read for anyone thinking about getting into the answering service industry.

Author Peter Lyle DeHaan

“When I consulted for the industry, people kept calling me to help them start an answering service. I repeated the same advice so often, that I eventually resorted to putting it online.” Since day one that website received steady traffic. Now, for the first time, that updated information is available in the convenience of a book. Available in paperback and ebook.

Learn more at www.StartAnAnsweringService.com.

Customer Contact Week Celebrates 20th Anniversary in 2019

Customer Contact Week celebrates twenty years of CCW and groundbreaking industry growth and innovation. This June 24-28 at The Mirage in Las Vegas, CCW brings together 2,500-plus executives for five inspirational, educational, and community-oriented days.

The 2019 Keynote Headliners include Tony Hsieh, CEO of Zappos; Nancy Brinker, founder of the Susan G. Komen Foundation; and Shep Hyken, chief amazement officer at Shepard Productions. Two-hundred and fifty additional experts will take the stage including:

  • Troy Stevenson, VP, global head of community operations, Uber
  • Meghan Borsic, head of UX research and design, consumer electronics, Amazon
  • Kirsty Traill, VP, customer, Hootsuite
  • Sasha Chatani Lucas, head of digital, Verizon
  • Jake Petersen, SVP, operations, Moviepass

The CCW Expo Hall features state-of-the-art technologies and solutions from Salesforce, Genesys, Five9, Avaya, LiveVox, ServiceNow, and 200-plus additional exhibitors. The expo hall features technology themes throughout the event agenda, covering topics including: AI/chatbots, customer experience, customer feedback, employee engagement, omnichannel, nearshoring and offshoring, social media, and training and development.

New programming this year includes CCWomen, a networking event for female contact center leaders, and the Technology and Innovation Focus Day. Learn more at www.customercontactweek.com.

Speaker Lineup Unveiled for 2019 PACE Annual Convention & Expo (ACX’19)

The Professional Association for Customer Engagement (PACE) is excited to announce its jam-packed speaker lineup and agenda for its Annual Convention & Expo (ACX’19). Industry leaders from Amazon, Google, Uber, Hulu, LegalZoom, USAA, Verizon, Comcast, Shutterfly, Ring, and more, will converge March 31 to April 3 at the Hyatt Regency Hill Country Resort and Spa in San Antonio.

The Professional Association for Customer Engagement (PACE) announced its speaker lineup and agenda for its Annual Convention & Expo (ACX’19). Industry leaders from Amazon, Google, Uber, Hulu, LegalZoom, USAA, Verizon, Comcast, Shutterfly, Ring, AXA, and more, will converge March 31 to April 3 at the Hyatt Regency Hill Country Resort and Spa in San Antonio.

ACX’19 kicks off at 7 p.m., Sunday, March 31 with a welcome reception. From the pre-show tournaments, expo hall, and evening receptions, there are many opportunities to network and engage with leaders in the contact center industry.

Jeanne Bliss, president of CustomerBliss will present the keynote address on Monday at 9:30 a.m. On Tuesday, Chris Malone, the founder and managing partner of Fidelum Partners, will present the keynote address at 9 a.m.

In addition to the keynote presentations, general sessions, and networking activities, ACX’19 will highlight a wide variety of educational breakout sessions. These sessions will focus on the areas of operations, customer experience, compliance, and innovative technology.

For more information visit www.paceacx.com.

Amtelco’s Genesis Intelligent Series Receives Unify Certification

Amtelco received interoperability certification for the Genesis Intelligent Series call center console solution with the version 8.x Unify OpenScape 4000 PBX (private branch exchange) by the Unify Technology Partner Program, based in Munich, Germany, on December 3.

Testing of the interoperability between Amtelco’s Genesis Intelligent Series solution and Unify’s open SIP interface for the OpenScape 4000 PBX was conducted remotely in October by Amtelco’s PBX Integration Lab staff in McFarland, Wisconsin, and the Unify Communications Development Lab in Beersel, Belgium.

Amtelco received interoperability certification from Unify in 2016 for the Infinity Intelligent Series call center console solution with the version 7.x Unify OpenScape 4000 PBX.

Unify, one of the world’s leading providers of integrated communication solutions, is a subsidiary of Atos, Inc. Atos, a European IT services corporation headquartered in Bezons, France, acquired Unify and the OpenScape 4000 PBX in 2016 from Gores Group and Siemens.

AmtelcoFor more information about Amtelco’s Genesis IS, contact Amtelco at 800-356-9148 or email info@amtelco.com.

Customer Contact Week’s 20th Anniversary Series Brings Back Top-Rated Headliners

Customer Contact Week, for customer service and CX professionals, will kick off 2019 at the JW Marriott in Nashville, January 15–18. This event is projected to attract over 500 executives who spearhead contact center and customer experience strategies.

Celebrating its twentieth anniversary since the founding of Call Center Week in 1999, each iteration of CCW in 2019 will feature the highest-rated headliners from previous years to reintroduce CX legends dating back more than two decades. The 20th Anniversary headliner for Nashville is Jenn Lim, CEO and chief happiness officer of Delivering Happiness, a company she and Tony Hsieh (CEO of Zappos.com) co-founded to inspire science-based happiness, passion, and purpose at work, home, and everyday life.

New programming this year includes CCWomen, a networking event for female contact center leaders, and Tech and Innovation Focus Day, which combines thought-leading research and content generated by CCW Digital with the latest project case studies from practitioners.

“2019 is going to be an exciting year, and we look forward to celebrating twenty years of CCW during the Nashville, Austin, and flagship Las Vegas events,” said Mario Matulich, executive director, customer management practice. “We have a lot in store for CCW next year, including surprise keynotes, new and improved interactive discussion groups, and new networking and session formats.”

This year’s agenda is rooted in the people, process, and technology organizations need to deliver world-class journeys to all customers, internal and external. Developed through meticulous and in-depth research by CCW Digital and the CCW Advisory Board, the conference will address topics such as predictions for the contact centers of 2019, CX intelligent automation, assessing digital transformation readiness, and how omnichannel analytics technology works and applies today.

The CCW Nashville Speaker faculty includes Valerie Egen, VP of global customer engagement at Subway; Lisa Griffin, VP of patient access at Vanderbilt University Medical Center; Bob Flynn, VP of facilities and game day operations at Tennessee Titans; Vinay Mummigatti, chief automation officer at LexisNexis and Carla Moore, VP of sales strategy at HBO. Additionally, big-name solution providers sponsoring the event include Genesys, Salesforce, Bright Pattern, Calabrio, Lessonly, and Qualfon.

To view the agenda or learn more about speaking, sponsoring, or attending CCW, please visit www.customercontactweekwinter.com. For the latest news and CCW developments; follow us at @custcontactweek.

Startel Announces Retirement of Wayne Scaggs

Startel, Professional Teledata, and Alston Tascom, leading providers of contact center solutions, announced that Wayne Scaggs will retire as the company’s director of corporate strategy effective January 1, 2019.

Scaggs joined Alston Tascom (previously known as Conrac Alston) in 1979 after leaving Bell Helicopter. He began his career with the company as a field service engineer and progressed through the organization in a variety of roles until he had the opportunity to purchase the company in 1994. He served as the president of Alston Tascom until September 2017, when Startel, Professional Teledata, and Alston Tascom merged.

“As I reach forty years with Alston Tascom, I have given this decision a great deal of thought and concluded that the time is right for me to take this step,” said Scaggs. “I’m grateful to have had such a long and fulfilling career, and I’m confident that Startel has the right strategy and team to drive our business forward. I’m looking forward to retirement and spending time categorizing my world money collection from 153 different countries and traveling with my wife, Joanne.”

“On behalf of the company, we thank Wayne for his tremendous contributions and almost forty years of dedicated service to Alston Tascom,” said Brian Stewart, president and CEO of Startel. “Those of us who have had the privilege of working with Wayne know that Startel is a better company because of him. We will miss Wayne, but we wish him the very best in this well-earned retirement.”

StartelFor more information, call 949-863-8776 or visit www.startel.com.

Contact Center Software Market to Surpass USD 40 Billion By 2024

The global contact center software market is set to grow from its current market value of more than 14 billion dollars to over 40 billion dollars by 2024, according to a new research report by Global Market Insights, Inc.

The contact center software market growth is attributed to the increasing adoption of social media platform by customers with the active social media users in 2018 being approximately 3.1 billion. The incorporation of social media with contact center software allows businesses to communicate in an improved way with their current and prospective customers, providing improved sales opportunity, increased customer awareness, and high-quality customer service.

Around 90 percent of businesses now have a Facebook and Twitter account, which enables them to educate and update customers about products and services, thereby creating a favorable opportunity for improving sales. Furthermore, the increasing emergence of AI-based intelligent virtual assistants in the contact center software market is changing the way businesses carry out their operations by not only providing augmented customer experience but also giving the early adopters an edge over competitors. The intelligent virtual assistants gather information, predict customers’ needs, and learn customers’ behavior by understanding customer requests and solving complex tasks.

The customer collaboration segment is projected to show the fastest growth rate with a CAGR (compound annual growth rate) of over 18 percent in the market. The customer collaboration software enables organizations to interact with customers in an efficient way, building long-term relationships. Customers have the advantage of expressing their views about the company’s products and services, which can be considered as feedback. After analyzing comments, the contact center personnel should interact with the concerned customer, ensuring they are provided with the best products and services.

In the contact center software market, the cloud-based deployment model is projected to observe the highest adoption rate with a CAGR of approximately 22 percent over the forecast timespan. This model offers various benefits such as easy and faster deployment and implementation, greater security, ease of managing remote workforce, improved flexibility and scalability, standardization of global technology and services, real-time data visibility, and customization capabilities, driving their market adoption. It also provides the contact center supervisors with substantial visibility of their agent’s productivity, making them aware of the performance of their outbound campaigns and inbound queues, thereby achieving higher business efficiency.

Ron Violante to Focus Attention on Pulsar360

Ron Violante announced that he will rep exclusively for Pulsar360. Last year, Violante began representing Szeto Technologies in addition to Pulsar360. Though this was not a conflict of interest, and Violante was able to fully represent both companies for maximum results, it did cause confusion among some members of the industry. To remove any possible concerns that some people may have, Violante decided that going forward he will rep exclusively for Pulsar360.

“I have great respect for Charles Szeto and the work done by Szeto Technologies,” said Violante. “My decision isn’t a reflection on Charles or the company, but I decided it was the best interest of everyone involved if I only represented one company. Because my involvement with Pulsar360 goes back many years, they will receive my focus going forward.”

Pulsar360’s Michael Dozier affirms Violante’s decision. “Ron is a man of integrity, and we are glad to have him as part of our team.”

In addition to his work with Pulsar360, Violante has also been involved with answering service acquisitions, where he assists buyers and sellers to put together mutually beneficial transactions.

For more information contact Ron Violante at 330-565-8364.

Amtelco Introduces Enhancement to IS Transformer for Easier Upgrades

Amtelco announces the addition of the Dial String Import Wizard to the Intelligent Series (IS) Transformer Client/Agent feature. The IS Transformer is a set of tools that transform information from external sources to the IS database and from the IS database to external destinations.

The Dial String Import Wizard helps with mass transformations of Infinity dial strings to IS client fields, info pages, and contact methods. Dial strings can be imported from the Infinity system list and individual client accounts or all client accounts. The dial string values can be modified in the dial string import wizard before being transformed into IS without changing the dial strings in Infinity.

When importing a dial string, a value is parsed out of the dial string where applicable. A field type is given to the parsed value based on the dial string. The field types include phone, email, SMS, miSecureMessages, TAP paging, and fax. These field types can create contact methods in an IS directory. Dial strings also can be imported into IS info pages and IS shared client fields.

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

Amtelco Introduces Intelligent Series Version 5.3

Amtelco introduces version 5.3 of its Intelligent Series (IS) suite of call center applications. Many of the features were developed in collaboration with Amtelco customers.

Voicemail: IS Version 5.3 moves voicemail from Infinity to IS for use with the Genesis system. Client voicemail settings are configured on the Genesis voicemail page in IS supervisor client setup.

ACD Answer Call Setting: Reassign parked calls to another ACD skill if they aren’t answered in a specified number of rings. This moves a call out of waits and assigns it to an operator if the client doesn’t call in within a specified time.

Genesis Auto Answer Announcements: Auto answer greetings play to callers while waiting for an agent. Greetings play in the order shown and then repeat.

Conference Join Call Recording: The conference join and patch call states now include call recording capability. If call recording is enabled for the client account, both conferences and patches are recorded, allowing the agent to move to other calls without interrupting the recording.

IS Supervisor Dashboard: The IS supervisor application dashboard includes controls to allow the user to configure multiple dashboard layouts, filled with a choice of widgets.

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