Category Archives: News

Startel Corporation Releases Contact Management Center v14.1

Startel Corporation announced the availability of Startel Contact Management Center (CMC) v14.1. This release includes several new features and enhancements designed to maximize agent productivity and efficiency.

Customers can expect a tighter integration with QGenda, allowing QGenda schedules to be configured directly within Startel administration controls. The client maintenance module now includes a find feature, enabling programmers to locate specific form features more quickly. New variables are now available for hyperlinks, including agent ID, agent first name, agent last name, and more, within client maintenance. Enhancements were also made to the Startel web portal and Startel dashboard.

“We are thrilled to deliver this new release and reinforce our commitment to providing customers, and the marketplace, with the latest innovations in technology and software,” said Brian Stewart, chairman and CEO of Startel. “We look forward to training customers on the product release next month at our annual user group conference.”

Startel CMC v14.1 is available now. For more information, or to schedule an upgrade, contact Startel technical support at

StartelStartel is a leading provider of unified communications, business process automation, and performance management solutions and services. Learn more at 949-863-8776 or

Amtelco Introduces Intelligent Series v5.1

Amtelco announced version 5.1 of its Intelligent Series (IS) suite of call center applications at the annual meeting of the National Amtelco Equipment Owners (NAEO) users group in February. New features include:

Virtual Terminals for the SMS, SNPP, TAP, and WCTP contact methods make it possible to switch from one terminal type to another without having to reprogram individual contact methods. When upgrading to IS 5.1, the IS server automatically creates a virtual terminal for each existing messaging terminal in the system.

The Genesis Just Say It Interactive Voice Response (IVR) feature enhances the IS navigation menu feature by letting callers to speak responses instead of pressing telephone keypad digits. The Just Say It IVR and navigation menu features give callers the ability to access information and conduct transactions using speech recognition or live operator involvement.

The Genesis Just Say It Directory Assistance feature prompts the caller to say the name of a person, performs a directory lookup, verifies which listing the caller seeks, and transfers the caller to the appropriate phone number stored in the IS Directory.

The miTeamWeb Dashboard provides call center staff and clients with real-time information about automated call distribution (ACD) activities, operator call handling statistics, and dispatching tasks in both graphic and text formats in a widget-based enterprise web interface. The dashboard screen can be customized to display only the dashboard widgets that individual users need to see.

The Intelligent Series Two-Way WCTP Messaging interface implements the capabilities contained in the international Wireless Communications Transfer Protocol (WCTP) to enable the IS server to conduct two-way messaging with a third-party application. The two-way WCTP interface makes it possible for developers to interface to the IS server application and the IS database without involving Amtelco’s development team.

Infinite Convergence Solutions is a new SMS text messaging aggregator service available for use with IS Dispatching. Infinite Convergence developed its integration with the Intelligent Series platform using the new two-way WCTP messaging component of the IS 5.1 software.

The Genesis Meet Me Park feature lets an agent park a call to a designated ACD skill table to await connection to the called party. The park response element and the Meet Me Park behavior automate the Meet Me process using IS scripts.

The Auto Attendant behavior answers a call, plays a greeting, and transfers the call to an extension or patches the call to another number. The auto attendant behavior includes call analysis options to determine if a call reached an answering machine; in that event, it will respond according to its settings.

AmtelcoFor more information, contact Amtelco at 800-356-9148 or

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,, or

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,, or

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 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 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 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