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 Hires Ricky Morse as Strategic Sales Manager

Call Center Sales Pro, a leading call center consultancy, announced that Ricky Morse joined their sales acquisitions team as strategic sales manager to pursue enterprise accounts that range from $150,000 to $1 million—and more—in annual work. He began this new role, November 1.

In this position, Morse will work with C-Suite executives in targeted verticals that include insurance and healthcare, as well as others. He will collaborate with Call Center Sales Pro president Janet Livingston to strategically pursue select call center work, establishing long-term, mutually beneficial relationships.

Janet Livingston, founder of Call Center Sales Pro and the driving force behind the company’s rapid growth and diversification, brought Morse on board to pursue these high-end enterprise accounts. “I’m thrilled to have Ricky join the Call Center Sales Pro team,” Livingston said. “He brings a wealth of industry-related sales leadership experience to us.” Call Center Sales Pro has a proven record of landing small to medium-sized call center and answering service accounts, but Livingston hasn’t had the time to personally invest in pursuing larger clients. With Morse’s skills and experience, added to her own, that will change.

“I’m excited to join Call Center Sales Pro,” Morse said. “I love to sell. It’s in my blood.” When asked about the reason for his ongoing record of success, Morse explained: “Instead of selling, I look to form long term relationships. If it’s good for the client and good for us, then success will follow. It’s all about finding solutions that work. My clients appreciate that, and, as a result, they trust me.”

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.

Amtelco Announces miSecureMessages Version 6.6

New features in miSecureMessages (MSM) Version 6.6 were developed in collaboration with members of the miSecureMessages Certified Partner program and MSM app users and are designed to make it easier to use:

Contact Importing: Administrators can import user names, display names, email addresses, and phone numbers for contact creation. This information can come from an active directory, a LDAP data store, or delimited file.

Email Registration: Administrators can import users’ email addresses for a new optional type of registration.

Password Expiration: Administrators may set a password or passcode expiration. This helps satisfy compliance and security requirements for organizations that dictate users periodically update passwords.

Password Reset: If a user forgets their password or passcode for the MSM app, they tap on a “Forgot Password {or Passcode}” link to contact their administrator, who will email them to securely reset their password or passcode.  

Personal Circle: Users can create a “personal circle” that the administrator can label within the MSM app.

Fingerprint Scanning: Use a fingerprint as an alternative to the standard passcode to securely access the MSM app.

More Group Settings: Many system settings are configurable on a per-group basis allowing device-to-device messaging, registration type, default notification attempts and interval, and the IS web settings.

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

Amtelco Introduces Tools to Ease Upgrades to IS and Genesis Platforms

Amtelco announced an update to the Intelligent Series Transformer data portability utility. The Intelligent Series (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. Each Transformer tool runs in its own window within the IS supervisor application. The Transformer tools are packaged in two optional features: IS Transformer Directory/Data and IS Transformer Client/Agent.

The IS Transformer directory/data tools create IS directories using exported data from Infinity and other call center platforms. They also can import data into IS scheduling applications. The data/directory tools include the data Transformer, the Infinity directory import wizard, and the OnCall import wizard.

The IS Transformer client/agent tools can import skill groups, operators, greetings, images, and info pages into the IS database. They can also be used to create scripts from Infinity message forms and data exported from other systems. The client/agent tools include import wizards for ACD, agent configuration, client information, greetings, and images.   

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

Startel Announces Merger with Alston Tascom

Startel Corporation announced its merger with Alston Tascom, a provider of premise-based and hosted TAS solutions for call centers. Effective September 1, 2017, Alston Tascom is now a wholly owned business unit of Startel.

With this merger, the combined organization further expands its product offerings, broadens its markets, and enhances technical resources and expertise. In September 2015, Startel acquired Professional Teledata, a pioneer in order entry, billing management, and hosted and premise-based solutions for call centers.

“We are thrilled to combine three top providers to form the industry’s premier choice for on-premise and cloud contact center solutions and services,” said Brian Stewart, chairman and CEO of Startel and Professional Teledata. “We are looking forward to merging teams and leveraging our combined technical resources, capabilities and expertise to provide our customers with greater product offerings and greater support.”

“The synergies the combined company will generate will be of tremendous benefit to current and future customers,” said Wayne Scaggs, president of Alston Tascom. “I am excited for the opportunities the merger will bring and to the enhanced service our clients will enjoy.”

Alston TascomThe companies’ offices will remain open in Chino, California, Irvine, California and Manchester, New Hampshire. The principal of Alston Tascom, Wayne Scaggs, will join the senior management team of Startel and Professional Teledata to lead the combined company.

QCS Now Qualified for Government Call Center Contracts

Quality Contact Solutions (QCS) registered as a Federal Contractor, both as a certified woman owned and as a small business enterprise. QCS will qualify for contracts reserved by the government for small businesses (23 percent) and woman-owned businesses (5 percent). Angela Garfinkel, president of QCS, said, “A significant number of our current clients in the private sector have relied on our Woman Owned Business status for many years to ensure their company’s compliance with supplier diversity. Now we’re able to leverage our certifications to qualify for government contracts supporting inbound customer service, help desk, or even market research projects.”

Since its inception in 2007, QCS has continued to be a highly regarded call center organization. This is demonstrated by year-over-year growth since their first year of operation. At their core they are a sales organization specializing in a wide variety of outbound telemarketing and inbound call center programs for large and small clients. QCS also provides associations and non-profits with membership renewal programs.

Dean Garfinkel, chief operating officer, is excited about QCS’s status allowing them to bid for government initiatives. “There are numerous government agencies that rely on call centers to support consumers and business programs on an ongoing basis. From education to healthcare, to disaster recovery, state, local and federal governments must provide call center resources to support their programs utilizing today’s best technologies. It is important to provide communication channels that align with today’s consumer preferences. Whether that is text, voice, email, chat, or web, our state-of-the-art call centers are a great place to cost-effectively provide those services.”

Quality Contact Solutions is a woman-owned call center organization, which conducts high quality, telephone-based outbound marketing and inbound customer service programs for a wide variety of industry verticals. For more information contact Dean Garfinkel at dean@qualitycontactsolutions.com or 516-656-5115.