Category Archives: News

Amtelco’s Soft Agent Transforms Agent Experience

Soft Agent now rated “Avaya compliant”

Amtelco announced that its Soft Agent application version 5.4 is compliant with key Avaya OneCloud™ CCaaS (Contact Center as a Service) solutions–helping customers optimize the agent experience by turning any personal computer into a professional telephone agent station. Avaya is a global leader in solutions that enhance and simplify communications and collaboration.

Amtelco helps customers simplify and optimize their contact center operations with solutions like Soft Agent that can be integrated with both hard-wired legacy systems and Session Initiation Protocol (SIP) based Voice Over IP (VoIP) networks. The backbone of the Soft Agent application is the Amtelco Sandbox, a single-point-of-entry solution that provides agents with the most current information possible to process calls and use that information to quickly resolve customer inquiries. The application is compliance-tested by Avaya for compatibility with the Avaya Aura® platform 8.1.

“We are excited that this latest release of our Soft Agent application has successfully completed Avaya DevConnect compliance testing,” said Tom Curtin, president, Amtelco. “Our mutual customers can confidently deploy Soft Agent with their Avaya OneCloud CCaaS solutions, helping them uncover new possibilities for getting more out of their communications infrastructure.”  

Amtelco

Amtelco is a leading supplier with more than 40 years of communication technologies and software communications applications.

Telescan Announces Auto-Patch of Client Calls Using Secure Apps

Telescan, a division of Amtelco, announced a new feature in development for the Spectrum system for users of the Genesis Prism application: the ability to auto-patch client calls through Prism and present a pre-programmed phone number as the caller ID to the called party.

This feature will provide a straightforward way for clients to make calls directly through Spectrum’s secure messaging apps from their cell phones without revealing their personal cell phone numbers. Support for both Spectrum Secure Delivery and miSecureMessages will be through a common interface.

Amtelco

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

Amtelco Announces Redesigned MSM Website

Amtelco announced the launch of a newly redesigned website for miSecureMessages (MSM). Visitors will find that the new site features a streamlined, modern design, with improved functionality. The user experience is enhanced with industry articles, the latest technical requirements, and resources for partners.

Tom Curtin, president, commented, “We’re excited about the launch of the new site. It provides a better user experience and reinforces the miSecureMessages brand.”

Amtelco

To see the new site, visit miSecureMessages.com. For more information, contact Amtelco at 800-356-9148, info@amtelco.com, or www.amtelco.com

Prism II Time Tracking Feature

Many service providers find it desirable to track the time spent performing administrative tasks. Accounting for this time gives greater visibility into internal staffing needs, and, in some cases, the time spent performing these tasks forms part of the client billing. 

In support of this, Telescan’s Prism II Account Maintenance (PAM) now allows tracking of time spent administering the Prism II database, including tools that allow this information to be exported to spreadsheets and billing software. This new time tracking feature has been built into PAM to provide a seamless experience to the user.

The time tracking will work in the background for creation and editing of a directory, account, or mailbox record. The reporting offers a variety of features to help the user find and organize the information they need.

Millions of telephone calls are processed every day by Amtelco and Telescan’s systems and software in operation in all fifty US states and more than twenty countries.

Amtelco

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

Quality Voice & Data Attains Authorized SHAKEN Service Provider Status

Quality Voice & Data, Inc. (QVD), a national telecom carrier licensed by the Federal Communications Commission (FCC) announced that it has been authorized as a SHAKEN Service Provider by iConective, the STIR/SHAKEN administrator. QVD has met the rigorous requirements necessary to provide call attestation at the highest level for their customers.

To address the avalanche of complaints related to illegal scam robocalls in the U.S., Federal and State agencies and the telecom industry worked together to evolve the way callers are identified, including a way to trace back any call to its originator. On January 6, 2020 the Traced Act was signed into law and states: “The FCC must require voice service providers to implement the STIR/SHAKEN authentication framework on all IP networks and to take reasonable measures to implement an effective call authentication framework on all non-IP networks.” 

Today 95 percent of all US-based wireless carriers have already adopted the SHAKEN framework on their networks. Over the next year and half as full adoption by the wireline carriers is realized, order will be restored to the telecom infrastructure, and cell phone users will once again answer calls in confidence.

The guiding principle behind this new framework requires authorized SHAKEN service providers (telephone companies) to digitally sign their customers’ calls and most importantly, know who their customers are. Regulators will have easy access to identify the origin of any call because the SHAKEN digital signature will supply the required information. Any carrier, who fails to identify who their customer is, would be subject to losing their ability to sign future calls.

QVD’s Trusted Call Completion™ services help businesses maximize answer rates while protecting their telephone reputation. 

“We are thrilled to be part of bringing trust back to the telecom ecosystem—and more importantly ensuring the telephone numbers used by our customers have a good reputation” stated Dean Garfinkel, Quality Voice & Data CEO.

Founded in 2010, Quality Voice & Data, Inc. offers secure and reliable cloud-based telecom switching and VoIP services for customers nationally. Contact Kelsey@qualityvoicedata.com for more details.

Amtelco Receives Top Workplaces 2020 Recognition

Amtelco received a Top Workplaces 2020 honor and a special award for work/life flexibility by The Wisconsin State Journal. These awards are based solely on employee feedback gathered through a third-party survey administered by employee engagement technology partner Energage. The anonymous survey uniquely measures fifteen drivers of engaged cultures that are critical to the success of any organization, such as alignment, execution, and connection.

Amtelco, founded in 1976, has been developing reliable communication systems and applications backed by the company’s dedication to customer support. Amtelco’s 1Call healthcare division began in 1997. And since 2011 hospitals and businesses have widely used their miSecureMessages secure messaging app.

“My father, Bill Curtin, II founded Amtelco in 1976. We have always been family-owned and managed through multiple generations of our family who care for and understand our customers’ business.” said Tom Curtin, president of Amtelco. 

“We truly believe that our customers and employees are extended family and that culture is what fuels our business success. Each employee clearly sees how their work contributes to our business objectives, which ensures that all employees feel connected to one another and to our mission. Being named in the Top Workplace list is a testament to the importance of continually making our company culture a top priority.”

Amtelco

Amtelco is a trusted name in call center communication systems, software applications, and XDS technologies for call centers and contact centers. Amtelco systems and software process millions of telephone calls every day by operations in all fifty US states and more than twenty other countries. Founded in 1976, Amtelco is a family-owned company that has grown to 135 employees. For more information contact Amtelco at info@amtelco.com or 800-356-9148.

Amtelco Introduces Intelligent Series Version 5.4

Amtelco introduces version 5.4 of its Intelligent Series (IS) suite of call center applications. Many of the features were developed in collaboration with Amtelco customers. A few of the new features include:

The DID (direct inward dialing) limit puts a limit on the number of live calls that can be in the system for a client at one time. A busy signal will be returned for any calls that exceed the DID limit.

Call tracker analytics displays charts of call data that can be configured including total calls, calls per agent, calls per station type, calls per call type, calls per client, and service level performance.

Genesis service level reporting: service level reports compile detailed statistics to specifically monitor agents’ interaction with callers, traffic patterns, agent abandons, and system abandons.

Improvements to the miTeamWeb OnCall enables users to swap shifts with one another, filter schedules in the OnCall Roster, search for a specific contact, search for a specific role, and search for assigned or unassigned shifts.

Amtelco

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

Amtelco Offers Free Rental Operator Licenses

With the expanding COVID-19 crisis, the ability for agents to work remotely has become greatly important. Amtelco announced they are offering a free month for up to five rental operator licenses to help call centers keep up with the COVID-19 call traffic increase. 

Web-based virtual agent software can turn any personal computer into a professional telephone agent station, allowing agents to work remotely from just about anywhere. All agent functions are still available for remote agent connections, including call log recordings and retrieval, which allows for a smooth transition. For callers, the fact that the agents are remote is transparent.

Kevin Beale, Amtelco VP for software R&D, recommends establishing VPN connections for remote agents to ensure their connection is secure. Once agents connect to the VPN, they can establish their remote agent connection for data and audio. Data connection can be established via direct connection, remote desktop, thin client, Citrix, and VDI. Audio connection can be established via integrated audio or external audio.

For details on the free operator licenses, contact Amtelco at 800-356-9148, visit www.amtelco.com, or email info@amtelco.com.

Amtelco

Amtelco has a strong history in the telemessaging industry and was founded in 1976 to provide communication solutions to the answering service and medical messaging industry. Amtelco focuses on providing call center solutions that meet or exceed customer expectations and are backed by top-notch service and support. Millions of telephone calls are processed every day by Amtelco systems and software in operation in all fifty of the United States and more than twenty foreign countries. By working closely with customers, Amtelco will continue to develop innovative features and products.

Amtelco miSecureMessages v6.7 Allows Personalization and Insight

Amtelco announces the ability for users to customize their away message with the miSecureMessages version 6.7 release. MiSecureMessages is used by businesses and healthcare enterprises who need to keep their communications secure.

Version 6.7 allows users to enter a custom away message when setting their miSecureMessages notifications to “off.” Users also have the option to choose an away message from a list of pre-programmed messages.

Away messages are displayed on the miSecureMessages contacts screen to other users in the same Group. In addition, users will receive an auto reply when sending a secure message to the user who is currently away. Users also have the option to set a start and end date and time when their away message should be displayed.

Amtelco

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

Amtelco Employee Awards Announced

Amtelco announces that Andy Quamme, director of project management, is the 2019 recipient of Amtelco’s William J. Curtin Employee of the Year award. The honor, conferred annually at year’s end, is named in remembrance of Amtelco founder William J. Curtin II, and is the most cherished award available to Amtelco employees. Andy was awarded the William J. Curtin Employee of the Year award for his outstanding commitment to project management and successful customer implementations.

Other awards announced at Amtelco’s annual holiday luncheon in December included:

  • Administration Employee of the Year: Wayne Wallace, IT manager
  • Brian Torvik Innovation in Operations: Chris Bach, software engineer
  • Brian Torvik Innovation in Operations: Kent Anderson, senior hardware design engineer
  • Service Employee of the Year: Eric Thomas, customer support engineer
  • TAS Salesperson of the Year: Patty Anderson, regional sales manager
  • 1Call Salesperson of the Year: Joe Curtin, regional sales manager
  • Hall of Fame: Bernie Torvik, vice chairman
  • Hall of Fame: Bob Vornberg, Telescan general manager and director of product development
Amtelco

For more information: 800-356-9148, info@amtelco.com, or www.callcenter.amtelco.com.