Tag Archives: Amtelco

Amtelco Introduces Text-Enabled Landlines

Amtelco’s Intelligence Series software and MergeComm platform integrate with Infinite Convergence Solution’s (ICS) text enabled number service to allow enterprises to send short message service (SMS) messages to their customers using existing and new landline numbers. Enterprises can use the same toll-free and landline numbers for their messaging and voice customer communication, providing a better user experience.

Amtelco

Amtelco partners with ICS to provide SMS aggregator services to send and receive SMS text messages using a secure web connection to the Internet. Amtelco customers that have already purchased ICS’s SMS aggregator services can text-enable landlines for no additional charge. ICS provides SMS messaging to landlines based on a per message fee. For more information about MergeComm, contact Amtelco at 800-356-9148 or info@amtelco.com.

Amtelco Introduces Genesis Service Level Reports

Amtelco’s Genesis provides reporting on service level statistics for each agent ID, agent ACD skill, agent skill group, and client account. There is also a service level report grouped by interval. Service level reports include color-coded indicators of thresholds that have not been met or exceeded. Benefits of these reports for the call center include improved customer satisfaction and better business management.

The Genesis service level report shows how well skill groups are handling calls assigned to that group.

The Genesis service level agents report shows how well individual agents are handling calls assigned to them.

The Genesis service level client report shows which client accounts received calls, how many quick calls they received, and if a quick call was assigned. This report groups the data by client number and provides visual warnings to show if the agent answering for the client account reached the requirement settings configured in the report parameters, including quick calls and minimum ring counts.

Amtelco

The Genesis service level interval report shows how well agents were handling calls for a specific time interval. For more information, contact Amtelco at 800-356-9148 or info@amtelco.com

Vendor Profile: Amtelco


Amtelco

Amtelco’s mission statement reads: “Working together to provide the very best communication product solutions, backed by the best support available. Listening closely to the needs of our customers provides the inspiration for Amtelco’s innovative solutions.”

Amtelco’s success can be attributed to several things. For more than forty-three years, Amtelco has been “on call,” developing reliable systems and applications backed by the company’s dedication to customer support. Amtelco has always been family-owned and managed through multiple generations who care for and understand their customers’ business.

This dedication is evident in the average length of service of Amtelco employees. Thirty-seven percent of the company’s 130 employees have been with Amtelco for more than fifteen years, and 17 percent have been with the company more than twenty years. In nine of Amtelco’s eleven departments, the average length of service is eleven or more years, and three departments have an average length of service of almost twenty years.

Listening closely to the needs of our customers provides the inspiration for Amtelco’s innovative solutions. Click To Tweet

What’s New at Amtelco

Genesis IS Web Agent

The Genesis IS web agent application is a scalable client app that makes any personal computer a professional telephone agent station. The web agent can integrate with both hardwired legacy systems and Session Initiation Protocol (SIP)-based Voice Over IP (VoIP) networks. The web agent is an integral component of the Intelligent Series (IS) call center system.

The web agent application is a fully functioning call handling application that performs directory searches, answer and transfer of calls, scripted messaging, dispatching, and on-call handling, all with the portability of being accessible from a web browser.

Preparing for Genesis

In response to the growing need for call centers to quickly have access to the newest Amtelco software features, Amtelco offers contracted 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.

To simplify the transition to Genesis soft switching, 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.

The IS Transformer Directory/Data tools create Intelligent Series directories using exported data from Infinity and other call center platforms. They also can be used to import data into IS scheduling applications.

Genesis IS Social Media

The Genesis IS social media monitor translates popular social media posts, messages, and notifications into IS dispatch jobs for agents to manage on behalf of clients.

The social media monitor polls the client’s social media accounts for incoming activity on the client accounts and then presents the resulting notifications to the IS server MergeComm web API triggers.

Genesis IS Predictive Intelligence

Predictive intelligence saves time by forecasting who is calling and why they are calling. On incoming calls, predictive intelligence checks its specialized database and uses the ANI to identify previous callers. When predictive intelligence finds a previous caller, it displays the caller’s information to the operator along with a drop-down list that shows the reasons this caller has called before, in order of frequency. Operators simply select the reason for the call from the list, thus saving time and helping to ensure error-free information.

MiSecureMessages

Businesses and healthcare enterprises who need to keep their communications secure use miSecureMessages. All kinds of businesses trust miSecureMessages for communication security. The secure messaging app sends encrypted text, photo, audio, and video content.

The miSecureMessages app has benefits for anyone using call centers for receptionist and messaging services to save time, increase efficiency, and improve security. It offers easy and encrypted messaging that’s perfect for small, medium, and large organizations. MiSecureMessages is an integral part of a complete secure messaging system from Amtelco. This streamlines communications by choosing the integrations that meet the specific needs of each call center team.

Version 4.2.0 features enhanced functionality with the Apple Watch. Apple Watch Series 3 and Series 4 users with Watch OS 5 or later can now read and reply to secure messages from their Apple Watch. Apple Watch now has an added menu that displays which accounts contain new messages.

Amtelco president Tom Curtin stated: “We are very excited to release this highly anticipated app update and would like to thank our customers who enthusiastically volunteered their time to test the update to ensure it would meet the needs of all of our customers. This new version will greatly improve business and healthcare communications for our customers.”

Customers using miSecureMessages may either manually or automatically update the app from their iPhone’s app store. New documentation is available on Amtelco’s TechHelper website for additional support.

The miSecureMessages Apple app provides secure messaging and paging services for iPhone, iPad, and iPod Touch. The miSecureMessages Apple app receives notification of secure messages sent from the miSecureMessages web service via the Apple Push Notification Service. Users can view, respond to, and initiate messages to other miSecureMessages users within an organization.

Amtelco

Amtelco’s five-star service includes the online TechHelper and resource library. By building one of the largest research and development and field engineering departments in the industry, Amtelco provides its customers with greater expertise and guidance on planning and building the latest technology into their call centers.

Amtelco Announces Genesis IS Web Agent

Amtelco announced Genesis Intelligent Series (IS) web agent. The Genesis IS web agent application is a scalable client application that makes any personal computer a professional telephone agent station. The web agent integrates with both hard-wired legacy systems and Session Initiation Protocol (SIP) based Voice over IP (VoIP) networks. The web agent is an integral component of the Intelligent Series (IS) call center system.

The web agent application is a fully functioning call handling application that performs directory searches, answer and transfer of calls, scripted messaging, dispatching, and on-call handling all with the portability of being accessible on a web browser.

The backbone of the web agent application is the Amtelco sandbox, a single-point-of-entry solution that enables agents to have available the most current information possible for processing calls and to bring each call to a quick resolution using that information. The sandbox search is a powerful search tool that allows you to perform actions such as directory searches, call transfers, and client account changes.

Amtelco

For more information about miSecureMessages, contact Amtelco at 800-356-9148, info@misecuremessages.com, or www.misecuremessages.com.

Amtelco’s Genesis Intelligent Series Receives Unify Certification

Amtelco received interoperability certification for the Genesis Intelligent Series call center console solution with the version 8.x Unify OpenScape 4000 PBX (private branch exchange) by the Unify Technology Partner Program, based in Munich, Germany, on December 3.

Testing of the interoperability between Amtelco’s Genesis Intelligent Series solution and Unify’s open SIP interface for the OpenScape 4000 PBX was conducted remotely in October by Amtelco’s PBX Integration Lab staff in McFarland, Wisconsin, and the Unify Communications Development Lab in Beersel, Belgium.

Amtelco received interoperability certification from Unify in 2016 for the Infinity Intelligent Series call center console solution with the version 7.x Unify OpenScape 4000 PBX.

Unify, one of the world’s leading providers of integrated communication solutions, is a subsidiary of Atos, Inc. Atos, a European IT services corporation headquartered in Bezons, France, acquired Unify and the OpenScape 4000 PBX in 2016 from Gores Group and Siemens.

AmtelcoFor more information about Amtelco’s Genesis IS, contact Amtelco at 800-356-9148 or email info@amtelco.com.

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.

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.”

New All-in-One Spectrum / Prism II Server

Amtelco hardware and software engineers designed the new Prism II server to run Spectrum, Prism II, and other applications from this one server. Some of the key features or the Amtelco/Telescan designed server are:

  • Redundant power supplies
  • Redundant long life solid state disk drives—480GB disk drives mounted in easily removable/replaceable hot swappable carriers, making for easy maintenance if maintenance is ever required.
  • Rack mountable 2U chassis
  • Windows Server 2016 with up to two virtual machines
  • 2GHz Intel Xeon quad-core processor
  • 32GB of RAM
  • Gigabit Ethernet
  • Additional 1TB hard drive for storage
  • Redundant 500 watt hot-swappable power supplies
  • Front USB panel and DVD drive
  • Intel RST (rapid storage technology) RAID management console allowing easy drive and RAID array management

In other Amtelco news, the Genesis Just Say It feature enhances the IS Navigation Menu feature by enabling callers to speak responses in addition to pressing telephone keypad digits. The Just Say It Navigation Menu features give callers the ability to access information and conduct transactions using either speech recognition and/or live operator involvement.

Genesis Just Say It automatic speech recognition applications simplify and speed telephone calls. The Genesis Just Say It applications listen to what a caller says to interact with the caller and understand the caller’s meaning based on pre-defined parameters. The Genesis Just Say It applications make it possible to increase call handling capabilities and call traffic volumes while decreasing labor costs and other operating expenses.

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