Tag Archives: Amtelco

Tom Curtin Receives 2022 ATSI Hall of Fame Award

Amtelco


Amtelco announced that Tom Curtin, CEO, was recognized as the 2022 Association of Teleservices International (ATSI) Hall of Fame award recipient. The ATSI Hall of Fame award is given to deserving individuals in appreciation and recognition for their contributions to the industry. ATSI presents the awards at the association’s annual conference to members who show their core values, commitment to peer group success, and the industry.

Tom Curtin, CEO of Amtelco, has worked in the industry since the early 1980s. He has held positions in sales and operations. With the sad passing of his father over twenty years ago, he assumed the helm at Amtelco.

Amtelco CEO Tom Curtin

Under Tom’s stewardship, Amtelco has remained a leader in the development of leading-edge products, set the standard for customer service, opened new markets in healthcare, and always put their customers first. His calm demeanor and quiet personality are much appreciated. Amtelco has consistently been named a top place to work in Madison, Wisconsin.

“We all benefit from the institutional knowledge held by these folks,” said Tifani Leal, ATSI president. “We are so proud for ATSI to recognize a Curtin for the second time and welcome Tom to the ATSI Hall of Fame.”

“I am so humbled by this honor. I vividly recall Mr. C (aka Mr. Curtin) receiving this award in San Diego, California, and how very proud I was to see him receive it,” said Tom Curtin, Amtelco CEO.

“I am truly blessed that he set the stage for Amtelco’s culture ahead of me. This award is humbly accepted on behalf of and due to all Amtelco family members, including employees and our family of customers.”

Amtelco and Telescan

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. The 1Call Division was created in 1997 to help streamline communications for the healthcare call center marketplace. In 2012, Telescan merged with Amtelco.

Together Amtelco, Telescan, and 1Call focus on supplying call center solutions that meet or exceed customer expectations, backed by top notch service and support.

Telescan Announces Spectrum Updates and New Features

Amtelco

Telescan, a division of Amtelco, announced the R1-22 software update. This release provides several updates and introduces some all-new features for Spectrum users. Some of the highlights in this release include:

Prism II has a new destination option available in Prism II’s directory. The new destination format is designed to allow transferring an inbound call to another number upon successful entry of a passcode by the caller.

Some telephone answering service (TAS) managers have reported significant charges on their phone bill after an operator connected a caller to 911 for an emergency. In response to this, outbound calls to 911 are now disabled unless an outbound 911 caller ID is defined in the Prism II switch settings.

Prism II now allows inbound and outbound calls to be put in a parked state. To prevent inadvertent parking of calls, Agent II now prompts the operator to confirm that park is the intended state for the call.

Another new option allows the caller’s name (if available) to display in the call queues window at an agent station and in the Prism II inbound call status screen.

Some network environments place special requirements on the configuration of SIP audio. Agent II now has additional configuration settings that allow for it to adapt to certain special network requirements.

“We were excited to introduce this release at the TUNe conference held in April,” stated Brett Minster, Telescan general manager. “Users will find several enhancements made to the Spectrum system applications.”

Amtelco and Telescan

Telescan was founded in 1976 to make TAS businesses more efficient and profitable. In 2012, Telescan merged with Amtelco. Together, Amtelco and Telescan focus 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 their systems and software in operation in all fifty of the United States and more than twenty foreign countries.

Amtelco Receives Madison, WI Top Workplaces 2022 Award

Amtelco

Amtelco received a Top Workplaces 2022 honor by The Wisconsin State Journal Top Workplaces. The list is based solely on employee feedback gathered through a third-party survey administered by Energage, LLC. The anonymous survey uniquely measures fifteen culture drivers that are critical to the success of any organization.

“Companies need to authentically represent their brand to job-seekers,” said Eric Rubino, Energage CEO. “The employee experience needs to be on the mission-critical list. Leaders who embrace a people-first culture will benefit greatly. By giving employees a voice and showcasing your authentic culture through employer branding, organizations can attract those job seekers who complement their culture. Culture drives performance.”

Amtelco is known for treating both employees and customers with respect. Matt Heron president and CEO of AnswerFirst, an Amtelco customer, said, “Working with the Amtelco folks has always been a pleasure, and I can’t say enough about you all. I am always impressed at your success in creating a strong culture, lasting relationships, and people-first support.”

Amtelco, a family-owned business located in McFarland, Wisconsin, has been a trusted name in call center systems, software applications, and secure texting technologies for over forty-five years. Every day by Amtelco systems process millions of calls around the world.

Founder Bill Curtin, II, and Amtelco have received more than 30 U.S. Patents for telephony software, data handling methodologies, and telephone switching devices. The company reflects Mr. Curtin’s ingenuity and generous. Amtelco has earned industry praise with its award-winning products and proudly supports local and international charities.

Amtelco and Telescan

Advances in technology is helping the contact center industry to grow and continue to be the hub of information. Amtelco CEO Tom Curtin is proud of the entire Amtelco employee team. He stated, “Thanks our dedicated employees, 2021 ended as the best year we have ever had in our forty-five plus years. Last year we added many new positions to our growing staff and are currently hiring for more positions this year to support our expanding customer base.”

New miSecureMessages Server Version Release

Amtelco announced the release of new server version 6.8 for their secure messaging app called miSecureMessages. This new server release contains many anticipated new features such as:

  • High Availability Configuration: Allows miSecureMessages configuration for multiple servers, with automated failover from one server to another if the primary server goes down. This feature provides continuous uptime during server upgrades and maintenance and prevents downtime due to a single server failure.
  • Genesis Protected Dialing: Phone calls placed from the miSecureMessages app displays the organization’s phone number instead of the device’s phone number.
  • Shared Device Licenses: Allows device registration for use by multiple miSecureMessages users, enabling organizations to provide their employees with a pool of devices to use at work and keep personal devices off the network.
  • Single Sign-On Identity Provider: Keeps track of passwords and performs authentication.
  • Dark Mode (for iOS): The app will switch to dark mode when used on a device that is set to the “Dark” appearance in the iOS settings. In dark mode, most screens display as white text on a dark background, instead of black text on a light background.

“We are excited to release this highly anticipated version of miSecureMessages,” said Tom Curtin, CEO of Amtelco. “I would like to specifically thank our group of customers who enthusiastically volunteered their time to test the app update to ensure it would meet the needs of all of our customers. Maintaining personal space while communicating with co-workers is critically important during the pandemic. We are proud to play a small part in protecting employees and their customers.” 

HIPAA and HITECH-compliant miSecureMessages is a secure messaging application. The app provides end-to-end encryption that enables staff to securely send and receive texts, photos, audio, and video files. miSecureMessages seamlessly integrates with existing software to improve an organization’s communication time. The app works on mobile phones, smartwatches, tablets, laptops, and desktop computers, and is available for Android™ and Apple® iOS devices. For more information visit miSecureMessages.com.

Amtelco, with a strong history in the telemessaging industry, 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 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 continues to develop innovative features and products.

Telescan Introduces Spectrum Health Monitor

Amtelco call center hosted services

Telescan, a division of Amtelco, announced the introduction of a new product, the Spectrum Health Monitor. The Spectrum Health Monitor was developed to make life a little easier for their customers.

The Spectrum Health Monitor automates regular troubleshooting steps and basic preventative maintenance to help prevent extended system down time. It actively monitors the individual system 24 hours a day. The Spectrum Health Monitor can monitor as many applications or services as needed. It is also able to monitor the status of the server to prevent serious issues, such as high CPU usage or low disk space, from becoming an issue that causes an outage. 

“We have created this tool to give our customers greater peace of mind through increased reliability, allowing them to focus on running their business while their Spectrum system runs itself,” stated Brett Minster, Telescan general manager.

Amtelco logo

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. Telescan was founded in 1976 to make TAS businesses more efficient and profitable. In 2012, Telescan merged with Amtelco to provide call center solutions that meet or exceed customer expectations, backed by top notch service and support.

Amtelco Call Processing Application Rated “Avaya Compliant”

Amtelco call center hosted services

Amtelco’s Genesis Intelligent Series application version 5.4 is compliant with Avaya OneCloud™ Unified Communications as a Service (UCaaS) solutions. This helps customers enhance call processing to prioritize critical calls and improve call routing and management. 

Amtelco’s solution is a call center software suite featuring multi-channel integrations with built-in speech recognition, text to speech, and voice services. The software helps customers track metrics with customizable reporting, enhance accountability with call logging and video screen capture, connect remote agents, and manage on-call scheduling. Customers can also run it in a virtual server environment or in the cloud. 

Avaya compliance-tested the application for compatibility with Avaya Aura® Session Manager 8.1 and Avaya Aura Communication Manager 8.1 via SIP trunk. Avaya is a global leader in solutions that enhance and simplify communications and collaboration.

“We are excited that our latest application release has successfully completed Avaya DevConnect compliance testing,” said Tom Curtin, Amtelco president. “Our mutual customers can confidently deploy it with the Avaya Aura 8.1 platform, helping them get more out of their communications infrastructure.”  

Amtelco is a Technology Partner in the Avaya DevConnect program—an initiative to develop, market, and sell innovative third-party products that interoperate with Avaya technology. As a Technology Partner, Amtelco can submit products to Avaya for compliance testing, where a team of DevConnect engineers develops a comprehensive test plan for each application to verify its Avaya compatibility. 

This enables customers to confidently add best-in-class capabilities to their network without having to replace their existing infrastructure, helping speed deployment of new applications and reduce both network complexity and implementation costs.

Learn more about how Amtelco is part of Avaya’s DevConnect program

Wisconsin State Journal Names Amtelco “Top Workplace”

Amtelco call center hosted services

Amtelco was awarded a Top Workplaces 2021 honor by Wisconsin State Journal Top Workplaces. The list is based solely on employee feedback gathered through a third-party survey administered by employee engagement technology partner Energage LLC. The anonymous survey uniquely measures fifteen culture drivers that are critical to the success of any organization, including alignment, execution, and connection. 

“During this very challenging time, Top Workplaces has proven to be a beacon of light for organizations, as well as a sign of resiliency and strong business performance,” said Eric Rubino, Energage CEO. “When you give your employees a voice, you come together to navigate challenges and shape your path forward. Top Workplaces draw on real-time insights into what works best for their organization, so they can make informed decisions that have a positive impact on their people and their business.”

Amtelco, a family-owned business located in McFarland, Wisconsin, has been a trusted name in call center communication systems, software applications, and telephone switching technologies for forty-five years. Founder Bill Curtin II and Amtelco have received more than thirty U.S. Patents for telephony software, data handling methodologies, and telephone switching devices.

Amtelco logo

Amtelco president Tom Curtin continues to be proud of the entire Amtelco employee team. He stated, “While 2020 proved to be very different from any other time in recent history, the Amtelco team stepped up and customer support became the top priority for every one of us. Our customers provide essential call center services to their communities, so we reached out to them to find out how we could help. Since our beginning in 1976, many challenges have arisen, and each time the Amtelco team prevailed, as we did once again in 2020.”

Amtelco Receives Auditing Communication Sessions Patent

Amtelco call center hosted services

Amtelco announced it received U.S. patent 10,917,524 for “Auditing Communication Sessions.” The patentable element is Amtelco’s systems and methods for auditing communication sessions. 

This improved system makes it possible to audit diverse types of communication sessions (such as calls and web chats) that provide accurate and efficient client notifications. It provides flexibility with respect to call auditing methods and allows the client to audit the communication session in a way that is suitable to their circumstances.

“The ability to audit different types of communication sessions is important to the success of our customers and their clients,” said Amtelco president Tom Curtin. “This accurate, efficient, and flexible method ensures that the quality of a caller’s interaction with the call center is satisfactory.”

Founded in 1976 to provide communication solutions to the answering service and medical messaging industry, Amtelco has a strong history in the telemessaging industry. Amtelco focuses on providing call center solutions that meet or exceed customer expectations, backed by top notch service and support. Millions of telephone calls are processed every day by Amtelco systems and software in operation around the world.

5 Reasons to Implement Call Center Scripting


Amtelco call center hosted services

By Amtelco

One of the first person-to-person connections a customer makes with an organization is often through a phone call. Whether the caller’s intent is to schedule an appointment, ask a question, or another reason, the way an agent handles that call plays a key role in customer service and satisfaction. Every phone call is an opportunity for the agent to uphold an organization’s values and provide excellent service. 

Call center scripting helps agents guide customers through phone calls by asking the right questions and providing the right answers. Once the scripts have been programmed into the call center software, agents simply read the prompts and follow the script. Call centers that implement scripting benefit from reduced errors, increased productivity, decreased training time, consistency, and improved customer and agent satisfaction.

1. Reduce Errors

Scripting removes the guesswork by providing agents with the right answers to caller questions. Scripting ensures the agent collects the right data from the caller, the caller receives the most updated information, and the correct action occurs at the end of the call. 

For example, a Midwest company has a call center that uses scripting to manage 850,000 calls per year. The call center supports multiple departments that have departments within departments, so their scripting needs can be quite complex. However, their staff, who may have limited or no IS experience, can easily build customized scripts for any type of call for any department in as little as twenty minutes.

2. Increase Productivity

Call centers typically receive hundreds if not thousands of calls every day. Instead of putting the caller on hold and searching for answers, agents whose call centers use scripting have the information they need in just a couple of clicks. This allows call processing in a matter of seconds. 

“Two-thirds of consumers report that the most frustrating aspect of getting customer service is waiting on hold or having to explain the same information to multiple representatives.” HubSpot Research Consumer Customer Support Survey, 2018.

Scripts help ensure the call center agent gets the right data from the caller, reducing the need to make a return call to request more information or to make a correction in the information provided.

3. Decrease Training Time

Agent training progresses more quickly when scripts are involved. With decision making programmed into the script, new agents can be trained to handle any kind of call in less time. After programming, the system easily guides agents through each call, and provides them with a custom script with the exact information they need, at the time they need it.

4. Promote Consistency

When the call center agent is the front line of an organization’s customer service, what they say matters because they could be creating the customer’s first impression of the organization. Scripting can use language that adheres to the organization’s policy. For example, an organization can include an empathy statement the agent reads before ending or transferring a call. 

Scripts also keep the agents from violating any regulations because they know the next thing to say. And it ensures the agent always keeps the customer’s needs first.

5. Increase Customer and Agent Satisfaction

Efficient and accurate call handling makes everyone happier. Callers no longer need to wait on hold for agents to track down answers to their questions. The agent instills confidence in callers through a series of logical questions to provide clear, succinct answers. Customers can trust the correct entry of their details when the agent is able to read the information back to them without errors. 

Because scripting helps reduce call times and the need to put callers on hold, agents are more likely to meet their goals for number of calls answered per day, length of call, length of hold times, and other metrics deemed significant by their organization. Teams who meet and even exceed their goals report greater job satisfaction and reduced stress. 

Scripting also simplifies the agent’s job, however complicated it may be. 

Summary

When it’s time to choose a scripting program for your call center, look for software that is easy to edit and integrates with your other systems for further efficiency and accuracy gains. 

Amtelco logo

Amtelco and Telescan have a strong history in the telemessaging industry and were founded in 1976 to provide communication solutions to the answering service and medical messaging industry. In operation in all fifty of the United States and more than twenty countries, Amtelco and Telescan focus on providing call center solutions that meet or exceed customer expectations and are backed by top notch service and support. Amtelco and Telescan systems and software process millions of calls every day. By working closely with customers, Amtelco and Telescan continue to develop innovative features and products. 

Amtelco Receives U.S. Patent for Speech-Enabled Scripting

Amtelco call center hosted services

Amtelco announced it has been granted a U.S. patent for “Intelligent Speech-Enabled Scripting.” The patentable element is Amtelco’s system and method for intelligent speech-enabled scripting. 

This improved system alleviates the complexity and burdens that call centers face with configuring multiple, separate devices to work effectively together to facilitate the handling of incoming calls, manage the variation in call loads, and provide adequate security measures to ensure that sensitive information conveyed during a call is safeguarded.

“Speech-enabled intelligent scripting provides our customers with an efficient system to manage a productive call center,” said Amtelco president Tom Curtin.

Bill Curtin, the founder of Amtelco, received his first telecommunications patent in 1951. Since that time, Amtelco’s innovation has added twenty-nine patents, covering a wide range of communications processes. 

Amtelco logo

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 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.