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.

Amtelco Introduces Intelligent Series v5.0

AmtelcoAmtelco introduced version 5.0 of its Intelligent Series (IS) suite of call center applications. The updated IS messenger interface incorporates multiple conversations into one window. The contacts page is used to select agents and supervisors for a new chat message. Agents can initiate a chat, refresh the screen, dock the IS messenger window, and view the IS messenger history.

The IS specials pane displays a list of special notes regarding the selected client. Specials usually contain timely information about the client’s availability, location, and activities. Specials have a subject and content, just like an IS message, but are displayed in the specials viewing area and can have expiration dates and times.

The client sidebar enables agents to view information for the current client account. The info pages pane lets agents view info pages for a client without opening a new work item in the work area of the soft agent screen. A new navigation menu feature has been added to configure menus of options that can be used to select an automated behavior for a call to follow.

The call event tracker, accessed from the IS supervisor monitors menu, provides detailed information about call events generated with the optional Genesis soft switch, which provides detailed information about agent events.

Genesis reports have been added to IS supervisor reporting for use with the optional Genesis soft switch. The Genesis reports can be run from IS supervisor and the optional miTeamWeb application.

In other news, Amtelco announced that the Genesis Intelligent Series solution and the Intelligent Soft Agent have successfully completed Avaya DevConnect Compliance Testing.

The Genesis Intelligent Series solution was tested with Avaya Aura® Session Manager Release 7.0 and Avaya Aura® Communication Manager Release 7.0. The Intelligent Soft Agent Release 5.0 call center solution was tested with Avaya Aura® Communication Manager Release 7.0 and Avaya Aura® Application Enablement Services Release 7.0. Both successfully completed compliance testing.

The Genesis software switching solution provides the Intelligent Series applications with advanced software-based telephony. Genesis provides an all-inclusive call center solution based on the Intelligent Series suite of applications.

Vendor Profile: American Tel-A-Systems (Amtelco)

Amtelco


Amtelco is proud of its long history of innovation and serving customers, and that innovation and service will continue as its focus in 2017.

Amtelco is a leading supplier of call center and messaging systems in the telemessaging and healthcare industries due to its commitment to serving the needs of customers with advanced technology and solutions. Amtelco President Tom Curtin states, “At the very core of Amtelco is our reputation for innovation. Many great products come from Amtelco, and many of these products and features are the result of listening to our customers. Amtelco celebrated its fortieth anniversary in 2016, and we are excited by the prospects for the next forty years.”

Partnering with Customers: Amtelco is focused on advancing solutions by partnering with customers. Amtelco works closely with its customers, both through direct communication and the National Amtelco Equipment Owners (NAEO) and the Telescan User Network (TUNe) organizations.

Amtelco and NAEO coordinate on innovations and communications about new developments through the NAEO future direction committee, with Amtelco represented on the committee by Kevin Beale, vice president of software, research and development; Greg Beale, vice president of customer services; and Alan Tucker, director of software, research and development.

Amtelco and TUNe coordinate on innovations and ongoing communications with Bob Vornberg, Telescan’s general manager and director of product development, leading those efforts.

Communications: Amtelco is committed to providing ongoing communication and updates to customers through monthly Amtelco Insider newsletter articles, regularly scheduled webinars, and NAEO future direction committee webinars.

Customer Service: Amtelco is committed to providing the best possible customer service with one of the largest customer service teams in the telemessaging industry. The customer service department demonstrates this commitment by staffing Amtelco’s help desk at the corporate headquarters in McFarland, Wisconsin, from 7:00 a.m. to 7:00 p.m., central standard time, with a demonstrated standard for answering calls within three rings (eighteen seconds).

Beyond standard support hours, service calls are dispatched immediately to an on-call Amtelco support engineer equipped to address any issue. Amtelco has a demonstrated track record of responding to after-hours support calls in thirty minutes or less. Amtelco provides a customer service Web portal for customers to access product documentation, training videos, software updates, and technical resources and documents.

Research and Development: Research and development and innovation are a primary focus for Amtelco. Amtelco has one of the largest research and development groups in the telemessaging industry, and it is dedicated to advancing Amtelco’s software solutions by working closely with customers and the NAEO and TUNe organizations. Amtelco builds solutions that offer advanced features while maintaining simplicity of administration and system management, with comprehensive integrations through Web service APIs, database integrations, HL7 electronic medical record integrations, and IP switching integrations.

Reliability: Reliability and maximum uptime are a primary focus of Amtelco solutions. Amtelco’s Infinity Intelligent Series has a demonstrated uptime of 99.998 percent with an average annual downtime of less than ten minutes during 365 days of nonstop, twenty-four-hours-a-day call processing.

Amtelco has numerous examples of call centers that have had continuous operation of their system with no extended periods of downtime, including a hospital with continuous operation for seventy months, another site with continuous operation for forty-four months, and a third location with continuous operation for twenty-nine months.

HIPAA and PCI Security: Amtelco maintains a standing security working group that is comprised of director-level and managerial-level representatives of every department in the company. This group is charged with monitoring the compliance of Amtelco’s business practices and product offerings with federal, state, local, and international privacy and security regulations, including the Health Insurance Portability and Accountability Act (HIPAA) and Payment Card Industry (PCI).

Spectrum: The Telescan division of Amtelco offers the Spectrum call center and messaging system which includes a skills-based ACD, voicemail, call recording, messaging, and dispatching. Spectrum includes the Prism II software-based switch.

Infinity Intelligent Series: The Infinity Intelligent Series platform has been a leading call center and messaging system in the industry since its introduction. The combination of Infinity switching, skills-based multichannel ACD, call recording, and voicemail with the advanced applications of the Intelligent Series have enabled Infinity call centers to grow and prosper with advanced industry capabilities. The long history of the Infinity Intelligent Series reflects Amtelco’s commitment to continue development of and support for its products without forcing customers to migrate to new platforms.Amtelco is committed to providing the best possible customer service. Click To Tweet

Genesis Intelligent Series: The Genesis Intelligent Series elevates the Infinity switching platform with software-based switching. It provides a skills-based ACD for more than five hundred agents, call recording and playback, full motion video capture of agent screens, voice processing, text-to-speech conversion, conferencing, the simplified soft agent interface, and a mobile-friendly user Web interface.

The key to the Genesis Intelligent Series is the simplified administration and management of all call center applications within the Intelligent Series supervisor. This reduces errors, administration time, the time required to activate new clients, and maintenance overhead. It reduces or eliminates the need to contact Amtelco for support, and it increases revenue through reduced labor and faster client activation.

The Genesis Intelligent Series is an entirely software-based solution. This enables deployment in a virtual machine environment. Virtual machine deployment provides simplification of server utilization and maintenance to improve reliability and reduce overhead costs.

The Genesis Intelligent Series is perfectly suited for cloud applications. This enables deployment of the solution in cloud environments such as Amazon AWS and Microsoft Azure. Cloud implementation reduces premise-based equipment and overhead and provides flexibility and reliability by capitalizing on the cloud provider infrastructure.

MergeComm Automated Dispatching: MergeComm automated dispatching elevates capabilities of the Intelligent Series by adding automation to the process. MergeComm reduces errors and saves labor by automating inbound message and outbound dispatch activities. MergeComm enables receiving inbound messages via email, Web service API, SMS text message, TAP page, WCTP page, HL7 record from an EMR platform, and phone call. MergeComm automates outbound dispatching with automated retries, escalations, and dispatching for individuals and groups.

Web and Mobile Solutions: Amtelco’s Web solutions provide end-user access to directories, on-call schedules, messages, reports, and call recordings. Amtelco introduced the miTeamWeb mobile-friendly Web interface in 2016 to provide an interface that can be accessed equally as well from a personal computer, tablet, and smartphone.

Secure Smartphone Messaging Solutions: Amtelco provides secure smartphone messaging with the miSecureMessages solution. MiSecureMessages provides the ability to send and receive messages securely using Android and Apple mobile devices and personal computers. MiSecureMessages is tightly integrated with the Intelligent Series applications to enable sending messages to users and receiving updates from users, including read receipt and replies. This provides true interactive two-way messaging.

AmtelcoCustomer Commitment: The combination of Amtelco’s products and customer support ensures the success of Amtelco’s customers. Amtelco wishes to thank its customers for partnering with them and looks forward to an even brighter future in the years to come.

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Telescan Announces New Hires

AmtelcoThe Telescan Division of Amtelco continues to grow and advance the development of its Spectrum system in response to demand for a flexible, expandable software-based call center system. The Telescan team is growing to continue helping customers succeed.

Paul Schulte is joining the Telescan support services team in St. Louis, Missouri. Paul will provide phone support to Spectrum system users and assist in the internal operations of the St. Louis office. Brett Minster is joining the software development staff in St. Louis. Brett will be developing applications for Telescan’s next-generation switch, Prism II.

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

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Spectrum Prism II Begins Beta Testing

AmtelcoThe Telescan Division of Amtelco has begun installation and field-testing of Prism II at beta sites. Prism II is the next-generation telephony switch for the Telescan Spectrum system. It provides a powerful and flexible soft-switching solution. The benefits for call centers include:

  • Increased call handling capacity without added hardware
  • Improved backup and recovery options
  • Real-time monitoring and activity logs
  • Enhanced audio quality
  • Faster call setup

Call routing is enhanced with powerful features based on station, client group and skill level. Where the current Prism switch uses hardware to accomplish its telephony functions, the new Prism II is an entirely software-based switch built around Asterisk, a widely used open-source framework for building communications solutions.

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

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Amtelco Releases Hosted Spectrum

AmtelcoSpectrum Prism is now available as a hosted service. Some of the advantages of hosting include increased call handling capacity without adding hardware or IT labor. And there’s no need for a support plan; it’s all included along with updates. Hosted Spectrum is completely scalable, which makes it ideal for startups. Stations are easy to add as needed.

Virtual call centers using hosted systems will become more prevalent in the coming years, especially as an element of the consolidation that is taking place in the call center industry. Virtual call centers will be much more flexible than traditional call centers, which are constrained by their locations, floor space, and physical agent positions. Use of a collocated call center solution breaks the call center away from the physical constraints and overhead costs of a building, equipment room, and back-up power.

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

Amtelco Announces miSecureMessages v6.5

AmtelcoSignificant features are added in miSecureMessages (MSM) version 6.5, developed in collaboration with miSecureMessages Certified Partner program and MSM app users. Contact-based licensing, instead of device-based licensing, means miSecureMessages clients pay only for the number of contacts they have not the number of devices they have. Other features include:

  • Easier registration makes the mobile device app easier for call center clients to use.
  • Client permissions gives call centers the ability to grant specific permission-based client access to the miSecureMessages administration web thereby reducing labor costs.
  • Canned responses for groups add flexibility for commercial accounts. Each client organization can have a separate list of responses.
  • Added reports for both system administrators and clients.
  • Time zone of reporting is adjustable in system settings.
  • Performance improvements increase the speed of the app and server.
  • Custom app menu links allow call centers to provide clients with web links that can be accessed from the app’s menu, such as a link to Amtelco’s miTeamWeb or the call center’s support web page.

Amtelco works with call center partners to help market miSecureMessages to their clients. The MSM Certified Partners Program is unique in the industry, continues to grow, and currently has hundreds of successful members.

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

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Vendor Spotlight on Amtelco

AmtelcoFor forty years Amtelco has been a trusted name in systems and software for answering services, call centers, contact centers, healthcare organizations, educational institutions, executive suites, and third-party developers. Amtelco focuses on providing call center solutions that meet or exceed customer expectations backed by top-notch service and support.

Amtelco’s Intelligent Series (IS) provides the foundation for on-site and cloud-based call centers with scripted call-flow navigation and messaging; dynamic directory services with advanced automated dispatching; on-call, event, appointment, and workforce scheduling; systems integration with open APIs; and full-featured, event-driven monitoring and reporting.

The Intelligent Series builds on the advanced skills-based routing, voice processing, and call recording available with Amtelco’s award-winning Infinity platform, one of the most reliable call center systems on the market. The Infinity platform serves as the blueprint for Amtelco’s next-generation Genesis soft switch, which provides software-based call switching, voice processing, and call recording and eliminates the need for specialized hardware.

Founder Bill Curtin II and Amtelco have received more than thirty U.S. patents for telephony software, data-handling methodologies, and telephone-switching devices. 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.

What’s New? Soft switching is an industry development that has been gaining momentum over the past few years. Amtelco has been an industry leader in switching with the work of its XDS division. Amtelco and its customers have been fortunate that the Infinity switching platform has been so reliable and has continued to advance with updates such as integral call recording with Unity logger, integral SIP trunking, and operator audio with the Amtelco XDS VoIP board.

Soft switching shifts the control and processing functions of the telephony away from telephony boards, such as the Amtelco XDS VoIP Board, to the computer CPU with software controlling the CPU. Soft switching still requires a computer to run the switching functions, but it offers advantages such as the ability to be virtualized since there are no specialized telephony boards installed in the computer.

Amtelco added soft switching to the Infinity IS with a module called Genesis. Genesis was first released in 2013 as part of the IS 4.1 release that is now running at nearly two hundred call centers. Genesis is tightly coupled with the advanced Intelligent Series applications and is administered within the IS supervisor application. This provides the ability to add Genesis soft switching to an existing Infinity IS installation to provide advanced call behaviors such as Smart-Paging, SmartCheckin, and MergeComm automated dispatching.

Anyone interested in soft switching and call center virtualization is encouraged to contact Amtelco for a demonstration. This is an exciting opportunity to enhance the services call centers provide and move into the future with advanced soft switching capabilities.

Emergency ACD for Backup: It’s important for every business to have a protection plan in place in the event of emergencies. The Genesis emergency ACD is an operational mode that takes effect if a Genesis client application, such as the Intelligent Series, is disconnected from Genesis. The emergency ACD ensures that calls are not dropped if the client application is lost.

In the event of business interruption due to telephone outages, lost power, or natural disasters, Amtelco now provides call centers with four tiers of hosted business continuity security and service to keep them up and running so they can provide continuous service to their clients. The platinum, gold, silver, and bronze levels each include faxing, email, and paging.

Spectrum Prism II: Prism II provides a powerful and flexible soft-switching solution for the Spectrum system, which has a record of service to the telephone answering service industry. Spectrum Prism II® is a modular replacement for the Spectrum Prism platform. The new Prism II is an entirely software-based switch built around Amtelco’s Genesis soft switching.

Prism II provides the option for a fully integrated voice logger as well as support for integrated voicemail. Enhancements to the scheduling Prism II provide a much more flexible approach to managing the scheduling of prescreening announcements. Prism II has no need for telephony boards, which gives it the ability to increase its call handling capacity without adding hardware. The absence of telephony boards also means lower maintenance costs and improved backup and recovery options.

Spectrum Prism II has benefits for call centers including:

  • Increase in call-handling capacity without adding hardware
  • Improved backup and recovery options
  • Superior audio quality and faster call setup
  • Routing flexibility to any outgoing signaling format or device
  • Powerful call-routing features by station, client group, and skill level
  • Real-time monitoring and activity logs

What Is miSecureMessages? Every business needs to maintain privacy for their clients’ and consumers’ personal data. For healthcare organizations, securing patient information is required by HIPAA and HITECH regulations. By encrypting information, miSecureMessages (MSM) helps ensure that data remains confidential.

Amtelco works with call center partners to help them market MSM to their clients. Amtelco provides a package of marketing materials for MSM-certified partners. MSM-certified partners also are featured on the MSM website, miSecureMessages.com. The miSecureMessages-certified partner program includes more than 150 partners.

New Website Designed to Provide Solutions: Amtelco’s call center division has a new website designed to make it easy to find specific solutions for every call center of every size and market focus. Visit callcenter.amtelco.com.

[From Connection MagazineMay/June 2016]

New Amtelco Call Center Division Website

AmtelcoAmtelco has a completely redesigned TAS call center division website at callcenter.amtelco.com. The new site has made industry-specific solutions easier to find. Feedback from customers was crucial to the new site navigation. Focus on Amtelco’s mission, “Amtelco is focused on providing call center solutions that meet or exceed customer expectations and are backed by top notch service and support,” is front and center.

Call centers, help desks, and contact centers with customers in healthcare, government, and utilities will find powerful features to meet their specific needs on the new site.

In related news, the National Amtelco Equipment Owners (NAEO) Conference took place in San Diego, California, February 28-March 2. NAEO is one of the largest user groups in the call center industry. More than 175 NAEO members attended the conference to learn about and share their success using the Infinity system and other Amtelco products.

Kevin Beale, Amtelco’s vice president for R&D software, presented “40 Years of Innovation and We’re Just Warming Up!” on Monday, February 28. This session was full of exciting updates about the new Genesis soft switch, soft agent, MergeComm, miSecureMessages, miTeamWeb, and miTeamMobile developments.

On Tuesday, February 29, NAEO and Amtelco provided technical presentations by Greg Beale, Amtelco’s vice president for customer service, and Jody Laluzerne, customer service supervisor, who shared the best practices for maintaining the Infinity IS and peripherals.

An InfinityPlus breakout session was also held, covering how to make the most of the Infinity system with Amtelco’s InfinityPlus, how to design message forms into totally operator-guided solutions, and how to create interactive info pages that automatically pop based on operator entries into InfinityPlus message forms.

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

[Posted by Peter DeHaan for Connections Magazine, a contact center publication from Peter DeHaan Publishing Inc.]

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