Category Archives: News

Pete Glihooly Joins Call Center Sales Pro as Director of Hospital Call Center

Telecom leader brings 15 years’ healthcare experience to Call Center Sales Pro

Call Center Sales Pro hired Pete Gilhooly as director of hospital call centers. In this new position he’ll finetune and rollout the organization’s operational model for hospital call centers. His first day in this new assignment was December 18, 2017.

Janet Livingston, founder of Call Center Sales Pro, brought Gilhooly on board to further advance the company’s already successful efforts in this market. “Pete is a natural fit with the Call Center Sales Pro team,” Livingston said. “He brings three decades of telecom leadership experience to us, the last fifteen of which focus specifically on healthcare.”

“I’m happy to be part of the Call Center Sales Pro team,” Gilhooly said. “I’m looking forward to this and all the exciting opportunities it entails.” In his new role, Pete will integrate the current initiatives of the Call Center Sales Pro team and use it to develop a comprehensive model for hospital call centers across the United States.

Gilhooly spent six years at Glens Falls Hospital, most recently as senior director of IT infrastructure. He also worked at Chaplin Valley Physicians Hospital as director of information technology and Albany Medical Center as vice president of technology management.

Amtelco Successfully Tests Cox SIP Trunking

Amtelco and Cox Communications announced the successful completion of interoperability testing of Cox’s SIP trunking services with Amtelco’s Genesis intelligent soft switch, the internet protocol (IP) based private branch exchange (PBX) capability of Amtelco’s Infinity platform, and the Telescan Spectrum Prism II platform.

The testing was conducted by Amtelco’s Field Engineering team and Cox Communication engineers at tekVizion Labs, an independent telecommunications testing and verification facility in suburban Dallas, Texas.

Cox SIP trunking is a scalable and efficient IP trunking telecommunication solution for businesses that provides all the traditional telephony services, such as direct inward dialing, hunting, calling name, calling number, local and long distance, business continuity options, and support for geo-redundant PBX deployments and automatic rerouting of calls as needed.

All calls carried by Cox SIP trunking are routed over Cox’s proprietary fiber-optic network, with guaranteed Quality of Service (QoS), rather than over the internet. To use Cox SIP trunking with Amtelco’s products, Amtelco customers are required to maintain a separate business agreement with Cox Communications.

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

Amtelco Employee Awards Announced

Amtelco announced that Steve Bormett of the Field Engineering Department is the 2017 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.

Bormett was recognized for his work as director of Amtelco’s quality assurance testing program and for his efforts to document Amtelco’s data security policies and procedures and regulatory compliance as a member of the standing Security Working Group.

Other employee awards announced at the holiday luncheon on December 8 include:

  • Administration Employee of the Year: Jordan Beale, Customer Care Department
  • Operations Employee of the Year: Ken Marty, Software R&D Department
  • Service Employee of the Year: Thomas Jimenez, Field Engineering Department
  • TAS Sales Person of the Year: Tom Lindsay, regional sales manager, Midwest and east-central states
  • 1Call Sales Person of the Year: Joe Curtin, regional sales manager, western states

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

Szeto Technology Hires Ron Violante as Sales Rep

Szeto Technologies is pleased to welcome Ron Violante to its team. Ron has over thirty years’ experience in the call center industry as a sales representative. He is familiar with the requirements that are needed in this industry. He is already well known within the community with his knowledge and involvement in the answering service field. 

Szeto TechnologiesBased in Ohio, Ron will serve the industry, starting December 2017. Charles Szeto and his team welcome Ron to their family and wish him success in his new role.

ATSI Awards Gold Call Center Re-Certification to ASCO

The Association of Teleservices International (ATSI) announced that ASCO, dba Answer Quick, again received the Gold 24/7 Call Center Certification Award and has done so continuously since the program’s inception in 2001.

Beth Cooper, president of Answer Quick a division of ASCO, Inc, is a pioneer and founding member of the committee and continuing advocate of the entire certification program.

The certification, which requires a physical inspection every three years, indicates that Answer Quick has met or exceeded high standards in the areas of business practices, life safety, operations—including normal and emergency procedures, personnel hiring, training, and ongoing evaluations through a peer review program focusing on a 99.9 percent annual run time. The program was developed by industry owners and consultants to recognize call center excellence.

ATSI is an international trade association established by and for entrepreneurs in the teleservices industry.

Call 4 Health Call Center Opens Third Facility

Call 4 Health, a leading medical call center and nurse triage service, opened a third location and will expand its operations with a new facility in Spring Hill, TN. The company, headquartered in Delray Beach, FL, also operates a call center in Linthicum Heights, MD.

“The demand for call center services in the medical industry has exploded in recent years,” said Joseph Pores, Call 4 Health CEO.” With this new facility, we will be able to greatly increase our volume and bring our proprietary, innovative technology to even more hospitals and medical centers around the country.”

The expansion includes the procurement of a 15,000 square feet facility, which will house approximately 200 call center agents and triage nurses.

Call 4 Health uses state-of-the-art technological initiatives, and currently processes up to 30,000 calls daily for 1,400 clients, creating a solution to the demand put on large health systems and hospitals. Call 4 Health serves clients nationwide in almost every state. Eighty percent of its clients are hospitals and healthcare systems, with the remaining 20 percent in homecare, hospice, and pharmaceuticals.

With the addition of the Spring Hill facility, Call 4 Health expects to increase its daily call volume over time to 50,000 and client base to 2,000.

Call Center Sales Pro Taps Chris Calhoun as VP of Operations

Chris Calhoun has joined Call Center Sales Pro to fill the newly created position of vice president of operations. Calhoun’s primary focus is on optimizing the existing infrastructure of the company to maximize the effectiveness of the staff so that they can serve their clients even better.

“I’m thrilled to have Chris join the Call Center Sales Pro family,” said Janet Livingston, founder of Call Center Sales Pro. “Chris brings the leadership and team building skills to the table that will allow us to better scale Call Center Sales Pro. This will enable us to provide more services, products, and innovations to the call center and contact center industry.”

After a distinguished career in the U. S. Coast Guard, Calhoun built on his exacting military training to take key leadership roles in technology companies. “I am extremely excited about joining Call Center Sales Pro,” Calhoun said. “I look forward to bringing my thirty plus years of leadership, management, and systematic approach to human performance to the Call Center Sales Pro team.”

Learn more at www.callcenter-salespro.com or call 800-901-7706.

PACE Adds Puerto Rico to the USA DNC Regulatory Guide

The Professional Association for Customer Engagement (PACE) added Puerto Rico to the PACE USA DNC Regulatory Guide. Touted as a valued industry resource, the PACERegulatoryGuide.com series has been available for over ten years.

It covers Federal (both FTC and FCC) and state specific telemarketing and TCPA regulations. The new Puerto Rico section includes a summary of applicable rules with links to the relative bills, laws, and statues. Summaries by categories include registration requirements, call restrictions, solicitation disclosures, and call monitoring rules. This is organized by topic and state/territory.

“We continue to expand the information contained in the regulatory guides to meet the needs of our subscribers and telemarketing compliance professionals,” said Dean Garfinkel, administrator of the guide.

The USA DNC Regulatory Guide is part of the PACERegulatoryGuide.com series. Other resources include the Canadian DNC Regulatory Guide and the Charitable Fundraising Regulatory Guide.

Subscribers receive email alerts announcing new legislation. The guides’ interpretations take the confusion out of DNC compliance, TCPA compliance, wireless calling laws, and telephone solicitation regulations. Find exactly what you need, with interpretive text linked directly to the pertinent statutory wording.

The legal team at MacMurray Shuster LLP reviews compliance regulations to keep the guide current and relevant. Information is made accessible and understandable, reducing the chance of inadvertent noncompliance. Email alerts are sent to subscribers whenever the guide is updated.

Contact Dean Garfinkel at 516-656-4191 or visit https://paceregulatoryguide.com.

OnviSource Rolls Out ia.Enterprise

OnviSourceOnviSource announced ia.Enterprise, a new generation of customer experience management (CXM) and business process automation (BPA) integrated solutions. It’s driven by intelligent automation capabilities. The solutions automate the customer journey including the steps before, during, and after customer engagement:

  • Routing to the right service engagement point
  • Interaction and engagement with live agents, intelligent virtual agents, or both
  • Processing that includes business and robotic process automation
  • Customer sentiment analysis using multichannel analytics, trend analysis, social media mentions, and surveys

“We are experiencing an emerging customer environment that is connected, mobile, and demanding, challenging enterprises to better understand their customers’ demands, behavior, and sentiment to positively manage their customers’ experience,” said Ray S. Naeini, CEO and chairman of OnviSource. The ia.Enterprise solutions automatically:

  • Captures data and media from all entities involved in customer journey and business processes
  • Organizes and unifies the capture of big data
  • Analyzes using multichannel analytics and sentiment analysis to create actionable knowledge
  • Makes best decisions and learns over time
  • Launches user-defined actions

Several ia.Enterprise solutions have been deployed and are in use by OnviSource customers.

PACE Association Announces Hiring of CEO

The Professional Association for Customer Engagement (PACE), formerly the ATA, is setting the PACE once again. The association announced the hiring of Stuart Discount, formerly the chairman of the PACE board of directors, as its new CEO effective November 1.

As the only trade association dedicated to contact centers and with a mission of being “customer focused and contact center driven,” Discount’s role will ensure PACE continues to expand and deliver on all its value pillars including compliance, education, networking, and advocacy.

The decision to bring Discount on as CEO is the first of many steps the association plans to take to expand its critical mission. In this role, Discount will oversee daily operations, expand strategic member value, and actively engage with federal and state regulators. Discount will report to the PACE board of directors and execute strategies designed to expand the association’s objectives and improve member experience.

Discount has served in many roles on the PACE board of directors, most recently as the chairman of the National Board. In this role, Discount regularly represented the organization in front of the FCC and FTC. He also regularly met with Congress on industry-related issues. Discount has been associated with PACE for more than twenty years, providing leadership on compliance and advocacy issues, among others.

Stuart has a distinguished career in the contact center industry, having founded his own BPO (business process outsourcer), which grew rapidly in both the US and Guatemala. Most recently, Discount held the position of chief commercial officer for Allied Global BPO, where he was responsible for business development and client relationships.

“I am honored to accept this role as the CEO of PACE,” Discount said. “I have a passion for the contact center industry and believe there is great opportunity to take PACE to a new level. At times like this, having a healthy relationship and open communication with regulators is critical to our members’ ability to conduct business. I am very excited to continue to lead PACE’s efforts on this front to protect both our members and the customers they serve.”

Lori Fentem, president and co-founder of Synergy Solutions, and current vice-chair of PACE will move into the role of chairperson. Fentem is a longtime active PACE member and a tenured board member. In addition, Ken Sponsler, senior vice president and general manager of CompliancePoint, will assume the responsibilities of the vice chairperson position. Both Fentem and Sponsler are committed to the industry and to the success of PACE. They will ensure continuity on the board and collaborate with Discount as he transitions into this new role.

“We are truly honored to have Stuart at the helm of the association,” Lori Fentem said. “After much deliberation around our strategy to deliver greater value, the board of directors agreed that he not only brings the knowledge and experience to the role but also the passion for the mission and our members.”

“The services PACE offers to its members continue to expand and improve,” Discount added. “I am excited and honored to lead an organization that takes pride in being a resource, an ally, and an advocate for the companies we serve.”

Founded in 1983, PACE is a trade association dedicated to the advancement of companies that engage with customers via the contact center. The association promotes its members’ ability to provide outstanding customer service and sales solutions delivered via omni-channel communication. In addition, PACE provides up-to-date and ongoing compliance education and accreditation for its members.