Category Archives: News

Amtelco Offers Weekly Webinars

Amtelco conducts webinars every week to provide customers with up-to-the-minute solutions to their business needs. Many of the webinar topics were developed in collaboration with Amtelco customers. Some upcoming topics include:

Web Agent: Amtelco solution architect Kevin Mahoney and vice president of software Kevin Beale will introduce the new web agent console application.

Telescan R1—R10 Update: Join Bob Vornberg, Telescan director of product development, as he discusses the R1—R10 updates.

MiSecureMessages: Learn what’s new in version 6.7.

Migrating to Contact Architecture: Hear how to migrate to the Intelligent Series contact architecture platform.

Telescan Prism II: Join a discussion of the Prism II solution.

Introducing IS Genesis dashboard: Hear an introduction to the IS Genesis dashboard and its capabilities.

Social Media Monitoring Opportunities: Discuss the new IS social media monitor feature.

Agent Status Lights: Explanation of the agent status lights features for telephone agent, soft agent, and web agent.

Amtelco

For more information or to access these webinars, contact Amtelco at 800-356-9148 or webinars@amtelco.com.

Amtelco Releases IS Social Media Monitor

The Intelligent Series (IS) social media monitor translates popular social media posts, messages, and notifications into dispatch jobs that call center agents can manage on behalf of their clients. The social media monitor polls the client’s social media accounts for incoming activity and presents the resulting notifications to the IS server as MergeComm Web API triggers. The MergeComm triggers are presented to agents as dispatch jobs that can be scripted as needed in IS supervisor.

For Facebook interaction, the social media monitor can check a client’s account for keywords, inbound messages, comments about posts, shares of posts, and reactions to posts such as likes and other emoticon-based comments.

For Twitter interaction, the social media monitor can check a client’s account for keywords, inbound direct messages (DMs), replies to account tweets, and for likes, favorites, retweets, mentions, and other reactions to posts by the client.

Amtelco

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

Amtelco Introduces Text-Enabled Landlines

Amtelco’s Intelligence Series software and MergeComm platform integrate with Infinite Convergence Solution’s (ICS) text enabled number service to allow enterprises to send short message service (SMS) messages to their customers using existing and new landline numbers. Enterprises can use the same toll-free and landline numbers for their messaging and voice customer communication, providing a better user experience.

Amtelco

Amtelco partners with ICS to provide SMS aggregator services to send and receive SMS text messages using a secure web connection to the Internet. Amtelco customers that have already purchased ICS’s SMS aggregator services can text-enable landlines for no additional charge. ICS provides SMS messaging to landlines based on a per message fee. For more information about MergeComm, contact Amtelco at 800-356-9148 or info@amtelco.com.

Szeto Technologies Expands Their Leadership Team

Szeto Technologies is proud to announce two new additions to their team. Robert Bidewell and Garrett Bidewell will be joining the Szeto family as they expand and continue to grow. Robert and Garrett are no strangers to the industry and have both been involved with their family’s answering service from a young age. They bring over twenty years of collective experience as owners of several thriving answering services in Alberta, Canada.

Szeto Technologies

Robert will collaborate with the engineers bringing his experiences and know-how with telephony installations and technical skills. Garrett brings his strengths in marketing and business to the company. Szeto Technologies looks forward to working with these new team members and we welcome them to their family.

Amtelco Introduces Genesis Service Level Reports

Amtelco’s Genesis provides reporting on service level statistics for each agent ID, agent ACD skill, agent skill group, and client account. There is also a service level report grouped by interval. Service level reports include color-coded indicators of thresholds that have not been met or exceeded. Benefits of these reports for the call center include improved customer satisfaction and better business management.

The Genesis service level report shows how well skill groups are handling calls assigned to that group.

The Genesis service level agents report shows how well individual agents are handling calls assigned to them.

The Genesis service level client report shows which client accounts received calls, how many quick calls they received, and if a quick call was assigned. This report groups the data by client number and provides visual warnings to show if the agent answering for the client account reached the requirement settings configured in the report parameters, including quick calls and minimum ring counts.

Amtelco

The Genesis service level interval report shows how well agents were handling calls for a specific time interval. For more information, contact Amtelco at 800-356-9148 or info@amtelco.com

ICMI Announces Contact Center Connections 2019 Keynotes

The International Customer Management Institute (ICMI) announced that Colette Carlson, human behavior expert, and Jay Baer, inspirational expert on marketing, word of mouth, and customer service, will deliver keynote addresses at ICMI Contact Center Connections 2019, formerly known as ICMI Contact Center Demo. Carlson’s address is “Many Communicate, Few Connect,” while Baer’s topic is “Hug Your Haters: How to Embrace Complaints and Connect with Your Customers.”

In addition, the event will host a lineup of thought leaders who will present educational and inspiring sessions that address the importance of creating high-quality connections with customers and internal teams. “With this year’s keynote lineup, our attendees will hear from experts who have mastered the skill of communication and building connections, providing our audience with strategies that leave a lasting impression on customers,” said Patty Caron, event director, ICMI.

ICMI Contact Center Connections 2019 will take place October 28–30, 2019 at the Hyatt Regency in Chicago, IL. Learn more at icmi.com/Contact-Center-Connections.

Amtelco’s Newest Genesis Intelligent Series Release Now Rated “Avaya Compliant”

Amtelco, a leading supplier of communication technologies and software communications applications for more than forty years, announced that its Genesis Intelligent Series solution is compliant with key Avaya IX Workplace Calling solutions from Avaya, a global leader in solutions that enhance and simplify communications and collaboration.

The Genesis software switching solution provides the Intelligent Series applications with advanced software-based telephony. Genesis provides an all-inclusive, enterprise-wide call center with skills-based automatic call distribution (ACD), built-in speech recognition, text to speech, and voice services to improve call routing and management. Users can keep metrics with customizable reporting, enhance accountability with call logging and video screen capture, connect remote agents, and manage automated dispatch and on-call scheduling. Genesis can operate in a virtual server environment or in the cloud, enabling businesses to grow without adding additional hardware, helping save time and money.

Amtelco

The Genesis Intelligent Series release 5.3.6774 application is now compliance-tested by Avaya for compatibility with Avaya IX Workplace components Avaya Aura® Communication Manager 8.0 and Avaya Aura Session Manager 8.0 via a SIP trunk.

Utility Expands Customer Interactions Using OnviSource Inspecta

OnviSource announced that an electric utility company successfully deployed OnviSource Inspecta feedback, notification, and response management software to intelligently automate outbound customer surveys and feedback, as well as cost-effectively manage customer notification and response related to critical service events and other general communications. The electric utility can better manage, measure, and improve customer engagement and the overall customer experience.

The utility company faced constraints on the number of notifications it could make in a given period, the length of time it required, the limitations of manual work, and the high cost of telecom services. Inspecta offered automation and management of surveys, notifications, and responses, as well as new telecom and VoIP-based technologies to reduce the telecom expenses and response time; while removing constraints on the number of notifications.

OnviSource

“Implementation of Inspecta in this application is another step toward attaining end-to-end customer experience management in the era of digital transformation that would give enterprises a holistic view of their interactions and customer service operations,” said Art Yri, chief technology officer at OnviSource. “Proactive outreach validates the trend in establishing customer satisfaction through automation and analysis of customer engagements, and by initiating communication with customers and garnering feedback to understand customer behavior and sentiment.

TAS Marketing Celebrates 40 Years

TAS Marketing-Steve Michaels and wife Chris.

Since 1979, Steve Michaels and his wife Chris have supported the industry selling various products such as the ACI teleprinter system, the AVI training program, and the DC 7 call management system, along with launching Connections Magazine. (Now published by Peter DeHaan.)

Recently the team has been one member short due to cancer, but Chris is on the mend and should be back at her desk in June. TAS Marketing sells six to ten businesses per year, now totaling almost 500 businesses sold.

The 2014 Business Reference Guide publicationfor entrepreneurs and business owners cites Steve Michaels as an industry expert when it comes to valuing telephone answering services. The publication quotes Michaels several times under the subsections of “Rules of Thumb,” “Pricing Tips,” and “Industry Trends.”

As a service to the industry, Steve publishes a newsletter “TAS Tips” which contains all kinds of information including new services for sale.

Reach Steve at 800-369-6126 or tas@tasmarketing.com

MiSecureMessages Secure Messaging App 4.2.0 for iOS/Apple Devices

Amtelco released version 4.2.0 of the miSecureMessages secure messaging app, which businesses and healthcare enterprises use for secure communications. Version 4.2.0 features enhanced functionality with Apple Watch. Apple Watch Series 3 and 4 users with Watch OS 5 or later can read and reply to secure messages. A new Apple Watch menu displays which accounts contain new messages.

Amtelco’s President Tom Curtin stated, “We are very excited to release this highly anticipated app update and would like to thank our customers who enthusiastically volunteered their time to test the update to ensure it would meet the needs of all of our customers. This new version will greatly improve communications with their clients.”

Customers may update the app from their iPhone’s App Store account. New documentation is available on Amtelco’s TechHelper website.

The miSecureMessages Apple app provides secure messaging and paging services for iPhone, iPad, and iPod Touch. It receives notifications of secure messages sent from the miSecureMessages Web Service via the Apple Push Notification Service. Users can view, respond to, and initiate messages to other miSecureMessages users within their organization.

Amtelco

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