Category Archives: News

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.

Amtelco Summer Interns

The summer is fast winding down, and Amtelco has started saying “thank you” and “good bye” to the fifteen students who completed internships this summer.”

AMTELCO summer interns

Shown left to right:

  • Adam LaLuzerne: University of Wisconsin-Platteville, Field Engineering Department
  • Marcus Seaton: Madison Area Technical College, Production QA Department
  • DJ Hogan: Production QA Department
  • Kyle Anderson: Production QA Department
  • Brevin Becker: White Rhino Co. Property Management Apprenticeship, Production QA Department
  • Hannah Anderson: Wisconsin Youth Apprenticeship, Production QA Department
  • Luke Anderson: University of Wisconsin-Stout, Software R&D Department
  • Emmanuel Barber-Thomas: Herzing University, IT Department/ Production QA Department
  • Jessica Mohns: Rockford University, Field Engineering Department
  • Sean Scanlan: Madison Area Technical College, Field Engineering Department

 Not pictured:

  • Dillon Clark: St. Cloud State University, Production QA Department
  • Tyler LaLuzerne: Wisconsin Youth Apprenticeship, Marketing Department
  • Angela Riederer: Viterbo University, Business Office
  • Ashley Werner: University of Wisconsin-Madison, Software R&D Department
  • Bennett Olson: Wisconsin Youth Apprenticeship, Production QA Department

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

AnswerNet Acquires Synergy Solutions

AnswerNet acquired Synergy Solutions in an asset transaction. Synergy Solutions specializes in high-touch consultative customer service and sales support programs for many of the nation’s leading brands.

Headquartered in Phoenix, Arizona, Synergy Solutions was established in 1999 and focuses on innovative customer interaction solutions. This allows Synergy Solutions to provide superior results for its clients in fast-growth retail and e-commerce, as well as traditional verticals such as healthcare, insurance, and financial services.

Gary Pudles, president and CEO of AnswerNet stated, “Synergy Solutions furthers AnswerNet’s continued growth in high-touch customer engagement space for well-known companies and brands. AnswerNet’s customer care business has been growing exponentially over the last three years, and adding the incredible Synergy team further deepens our strength in providing solutions that help our clients continually stand out in providing support to their customers.”

Synergy’s president and co-founder Lori Fentem is staying with AnswerNet and will work closely with Pudles on building and executing AnswerNet’s growth strategy. Fentem is a well-regarded leader in the contact center industry. “We are thrilled by the opportunity to become part of the AnswerNet family,” says Fentem. “This acquisition allows Synergy the ability to continue to offer high-touch customer experience solutions. I believe that integrating with AnswerNet will present the ideal environment for Synergy employees and clients.”

Amtelco’s Genesis Intelligent Series v5.1 Now “Avaya Compliant”

AmtelcoAmtelco’s Genesis Intelligent Series release 5.1 is compliant with key communications and collaboration solutions from Avaya, a provider of digital communications software, services, and devices.

The Genesis software switching solution provides the Intelligent Series applications with advanced software-based telephony. Genesis Intelligent Series provides an all-inclusive, enterprise-wide call center multimedia software suite with skills-based automatic call distribution (ACD), built-in speech recognition, text to speech, and voice services to improve call routing and management.

Genesis 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 be operated in a virtual server environment or in the cloud, enabling businesses to grow without adding additional hardware—helping save time and money. The application is now compliance-tested by Avaya for compatibility with Avaya Aura® Session Manager 7.1 and Avaya Aura Communication Manager 7.1.

Amtelco is a Technology Partner in the Avaya DevConnect program. As a Technology Partner, Amtelco is eligible to submit products for compliance testing by the Avaya Solution Interoperability and Test Lab. There, a team of Avaya engineers develops a comprehensive test plan for each application to verify whether it is Avaya compatible. Doing so enables businesses to confidently add best-in-class capabilities to their network without having to replace their existing infrastructure—speeding deployment of new applications and reducing both network complexity and implementation costs.

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

In Other Amtelco News

Amtelco has brought on Brad Swift as their contract service sales manager. Amtelco created this position in response to the growing need for call centers to quickly have access to the newest Amtelco software features. Brad will offer Amtelco contract services to help call centers get up-to-date with current technologies, assist with projects such as upgrading system software, and help with growth and future development.

“Brad had a successful eighteen-year sales career with us in the past, serving our clients in Canada,” said Curtin. “We are excited to begin this new partnership so that our customers will be able to outsource to Amtelco to help get the work done that they cannot find resources for. This will open up new opportunities for our customers to be able to add even more processes to their Amtelco call center system.”

“I’m looking forward to this new role,” Swift said. “When call centers are unsure about the cost and liability that comes with hiring temporary in-house or contracted employees for their communications projects, I will be able to help—backed by the resources, expertise, and HIPAA-compliance Amtelco provides. There is a huge opportunity in our industry to help customers with services such as converting from legacy systems and transitioning to IS and Genesis, system analysis, and future growth.”

Improving Communications for the Deaf Community

AnswerNet and Connect Direct have partnered to bring the deaf community to the forefront of today’s customer service solutions. With one million deaf and hard of hearing individuals in the United States, it’s astonishing how little progress has been made in customer service communications. While the use of smart phones and video chat has been well-established over the past few years, companies still haven’t taken full advantage of the opportunity to provide the instant customer care expected by most hearing consumers.

With a partnership between AnswerNet and Connect Direct, companies can now allow customer service representatives to connect immediately with their deaf or hard of hearing consumers through video. The agents use American Sign Language (ASL), often the first language of deaf and hard of hearing people, to communicate with the consumer regarding their issue in a quick and efficient manner.

While this innovation is great for businesses, it also is a unique opportunity to employ deaf and hard of hearing people. Forty-seven percent of the deaf community in the United States isn’t in the labor force. However, call centers can now expand their offering to handle live video calls that require ASL.

“The deaf community has lacked the support from corporate America. As consumers, they are not given the chance to speak in their native language [ASL],” says Gary Pudles, CEO and president of AnswerNet. “However, as an owner of many omni-channel contact centers, technology has so greatly opened up the world of communications that we can not only provide better customer service solutions but also provide employment opportunities that didn’t exist before; being deaf should never be considered a limitation, but being unaware of the community and the value they bring to a corporation is.”

Learn more at https://answernet.com/asl/.

Startel and Professional Teledata Successfully Complete HIPAA Assessment

Irvine, CA—June 11, 2018—Startel and Professional Teledata, leading providers of contact center solutions, today announced that the companies successfully completed their Healthcare Insurance Portability and Accountability Act (HIPAA) assessment. This marks Startel’s fourth and Professional Teledata’s first assessment for HIPAA compliance and reinforces the companies’ commitment to protecting consumer data and privacy.

SecurityMetrics, a global leader in data security and compliance, performed the third-party compliance assessment. Following an evaluation of Startel and Professional Teledata’s office locations, data centers and software solutions, it was determined that the companies implemented policies and procedures to fulfill its obligations under HIPAA and Health Information Technology for Economic and Clinical Health Act (HITECH). Both companies received scores of 100 percent for compliance posture of administrative, physical and technical safeguards as well as organizational requirements.

“We are thrilled with this year’s compliance achievements,” said Startel, Professional Teledata and Alston Tascom President and CEO, Brian Stewart. “HIPAA security and compliance are top priorities for us. We look forward to continuing to deliver contact center solutions and services that help our customers grow their business and safeguard electronic protected health information.”

“Startel and Professional Teledata successfully implemented policies, procedures and safeguards designed to comply with HIPAA,” said Brand Barney, Senior HIPAA Security Analyst at SecurityMetrics. “Throughout the audit, we took into account the size, capabilities, cost and probability of risk when evaluating the security measures implemented by Startel and Professional Teledata.”

The full HIPAA report is available to customers upon request. The companies will also sign Business Associate Agreements with clients who require HIPAA compliance. Next year’s audit will include an assessment of Alston Tascom’s operating environment, data center and solutions.

StartelStartel, Professional Teledata and Alston Tascom are leading providers of unified communications, business process automation, and performance management solutions and services. With a combined ninety plus years of experience, the companies have established a loyal customer base in healthcare, contact centers and a dozen additional industries. Startel, Professional Teledata, and Alston Tascom leverage their unique solutions and industry knowledge to empower organizations to improve agent productivity, reduce operating costs and increase revenues. For more information, call 949.863.8776 or visit www.startel.com.

Startel Announces Unified Product Advisory Board

StartelStartel, Professional Teledata, and Alston Tascom announced the members of the company’s unified product advisory board (PAB). The twelve individuals selected represent each of the company’s three user groups: TeamSNUG, PINetwork, and TUG. Their primary responsibility is to provide input related to the company’s strategic product planning.

Startel, Professional Teledata, and Alston Tascom will work with the unified board to help set future product direction. Feedback generated from the PAB will assist the company in building the next generation of products. The following members will serve on the 2018–020 unified PAB:

  • Ryan Ambs, Ambs Call Center, Jackson, MI
  • Kevin Bachelder, Ansaphone Services, Quincy, MA
  • Luis Bedoya, Answering Service Care, Margate, FL
  • Matt Bogan, King’s Telemessaging, Shreveport, LA
  • Kristal Fye, Ace Answering Service, State College, PA
  • Ken Goldenberg, Direct Line Tele Response, Berkeley, CA
  • Jodi Gregory, Clementine, Harper Woods, MI
  • Peter Gross, Sunshine Communication Services, Inc, Coral Gables, FL
  • April Kasza, Allgood Communications, Inc., Pueblo, CO
  • Ray Shaw, Business & Professional Exchange, Beverly, MA
  • John Vaughn, Honest Answering, LLC, Houston, TX
  • Jeffrey Wood, Contact One Call Center, Tucson, AZ

“Our vision for the PAB is to have customers share how they are using our products in the real world and the three companies to share with PAB members our current plans and future directions,” said Brian Stewart, President and CEO of Startel, Professional Teledata, and Alston Tascom. “We are thrilled with the amount of interest we have had in this program and are very pleased with the members who have been selected to assist us in building our unified contact center platform.”

Overseeing the board is Wayne Scaggs, director of corporate strategy. The unified PAB will meet three times during the next twelve months.