Tag Archives: call center news

Amtelco’s Newest Genesis Intelligent Series Release Now Rated “Avaya Compliant”

Amtelco, a leading supplier of communication technologies and software communications applications for more than forty years, announced that its Genesis Intelligent Series solution is compliant with key Avaya IX Workplace Calling solutions from Avaya, a global leader in solutions that enhance and simplify communications and collaboration.

The Genesis software switching solution provides the Intelligent Series applications with advanced software-based telephony. Genesis provides an all-inclusive, enterprise-wide call center with skills-based automatic call distribution (ACD), built-in speech recognition, text to speech, and voice services to improve call routing and management. 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 operate in a virtual server environment or in the cloud, enabling businesses to grow without adding additional hardware, helping save time and money.

Amtelco

The Genesis Intelligent Series release 5.3.6774 application is now compliance-tested by Avaya for compatibility with Avaya IX Workplace components Avaya Aura® Communication Manager 8.0 and Avaya Aura Session Manager 8.0 via a SIP trunk.

Utility Expands Customer Interactions Using OnviSource Inspecta

OnviSource announced that an electric utility company successfully deployed OnviSource Inspecta feedback, notification, and response management software to intelligently automate outbound customer surveys and feedback, as well as cost-effectively manage customer notification and response related to critical service events and other general communications. The electric utility can better manage, measure, and improve customer engagement and the overall customer experience.

The utility company faced constraints on the number of notifications it could make in a given period, the length of time it required, the limitations of manual work, and the high cost of telecom services. Inspecta offered automation and management of surveys, notifications, and responses, as well as new telecom and VoIP-based technologies to reduce the telecom expenses and response time; while removing constraints on the number of notifications.

OnviSource

“Implementation of Inspecta in this application is another step toward attaining end-to-end customer experience management in the era of digital transformation that would give enterprises a holistic view of their interactions and customer service operations,” said Art Yri, chief technology officer at OnviSource. “Proactive outreach validates the trend in establishing customer satisfaction through automation and analysis of customer engagements, and by initiating communication with customers and garnering feedback to understand customer behavior and sentiment.

TAS Marketing Celebrates 40 Years

TAS Marketing-Steve Michaels and wife Chris.

Since 1979, Steve Michaels and his wife Chris have supported the industry selling various products such as the ACI teleprinter system, the AVI training program, and the DC 7 call management system, along with launching Connections Magazine. (Now published by Peter DeHaan.)

Recently the team has been one member short due to cancer, but Chris is on the mend and should be back at her desk in June. TAS Marketing sells six to ten businesses per year, now totaling almost 500 businesses sold.

The 2014 Business Reference Guide publicationfor entrepreneurs and business owners cites Steve Michaels as an industry expert when it comes to valuing telephone answering services. The publication quotes Michaels several times under the subsections of “Rules of Thumb,” “Pricing Tips,” and “Industry Trends.”

As a service to the industry, Steve publishes a newsletter “TAS Tips” which contains all kinds of information including new services for sale.

Reach Steve at 800-369-6126 or tas@tasmarketing.com

MiSecureMessages Secure Messaging App 4.2.0 for iOS/Apple Devices

Amtelco released version 4.2.0 of the miSecureMessages secure messaging app, which businesses and healthcare enterprises use for secure communications. Version 4.2.0 features enhanced functionality with Apple Watch. Apple Watch Series 3 and 4 users with Watch OS 5 or later can read and reply to secure messages. A new Apple Watch menu displays which accounts contain new messages.

Amtelco’s 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 communications with their clients.”

Customers may update the app from their iPhone’s App Store account. New documentation is available on Amtelco’s TechHelper website.

The miSecureMessages Apple app provides secure messaging and paging services for iPhone, iPad, and iPod Touch. It receives notifications 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 their organization.

Amtelco

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

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.

Peter Lyle DeHaan Releases TAS Book

How to Start a Telephone Answering Service
Get the latest info in the book How to Start a Telephone Answering Service.

Longtime industry veteran Peter Lyle DeHaan released his insider’s guide to starting an answering service on January 29. Titled How to Start a Telephone Answering Service, the book concisely shares the essential information needed for an entrepreneur to start an answering service. Based on decades of industry experience and years of consulting, Peter DeHaan, PhD, released this book as a service to the industry.

“Though I open the book trying to talk people out of starting an answering service, if they decide to proceed, I want them to do it right and not damage the industry by making naïve mistakes,” said DeHaan. It’s a must read for anyone thinking about getting into the answering service industry.

Author Peter Lyle DeHaan

“When I consulted for the industry, people kept calling me to help them start an answering service. I repeated the same advice so often, that I eventually resorted to putting it online.” Since day one that website received steady traffic. Now, for the first time, that updated information is available in the convenience of a book. Available in paperback and ebook.

Learn more at www.StartAnAnsweringService.com.

Customer Contact Week Celebrates 20th Anniversary in 2019

Customer Contact Week celebrates twenty years of CCW and groundbreaking industry growth and innovation. This June 24-28 at The Mirage in Las Vegas, CCW brings together 2,500-plus executives for five inspirational, educational, and community-oriented days.

The 2019 Keynote Headliners include Tony Hsieh, CEO of Zappos; Nancy Brinker, founder of the Susan G. Komen Foundation; and Shep Hyken, chief amazement officer at Shepard Productions. Two-hundred and fifty additional experts will take the stage including:

  • Troy Stevenson, VP, global head of community operations, Uber
  • Meghan Borsic, head of UX research and design, consumer electronics, Amazon
  • Kirsty Traill, VP, customer, Hootsuite
  • Sasha Chatani Lucas, head of digital, Verizon
  • Jake Petersen, SVP, operations, Moviepass

The CCW Expo Hall features state-of-the-art technologies and solutions from Salesforce, Genesys, Five9, Avaya, LiveVox, ServiceNow, and 200-plus additional exhibitors. The expo hall features technology themes throughout the event agenda, covering topics including: AI/chatbots, customer experience, customer feedback, employee engagement, omnichannel, nearshoring and offshoring, social media, and training and development.

New programming this year includes CCWomen, a networking event for female contact center leaders, and the Technology and Innovation Focus Day. Learn more at www.customercontactweek.com.

Speaker Lineup Unveiled for 2019 PACE Annual Convention & Expo (ACX’19)

The Professional Association for Customer Engagement (PACE) is excited to announce its jam-packed speaker lineup and agenda for its Annual Convention & Expo (ACX’19). Industry leaders from Amazon, Google, Uber, Hulu, LegalZoom, USAA, Verizon, Comcast, Shutterfly, Ring, and more, will converge March 31 to April 3 at the Hyatt Regency Hill Country Resort and Spa in San Antonio.

The Professional Association for Customer Engagement (PACE) announced its speaker lineup and agenda for its Annual Convention & Expo (ACX’19). Industry leaders from Amazon, Google, Uber, Hulu, LegalZoom, USAA, Verizon, Comcast, Shutterfly, Ring, AXA, and more, will converge March 31 to April 3 at the Hyatt Regency Hill Country Resort and Spa in San Antonio.

ACX’19 kicks off at 7 p.m., Sunday, March 31 with a welcome reception. From the pre-show tournaments, expo hall, and evening receptions, there are many opportunities to network and engage with leaders in the contact center industry.

Jeanne Bliss, president of CustomerBliss will present the keynote address on Monday at 9:30 a.m. On Tuesday, Chris Malone, the founder and managing partner of Fidelum Partners, will present the keynote address at 9 a.m.

In addition to the keynote presentations, general sessions, and networking activities, ACX’19 will highlight a wide variety of educational breakout sessions. These sessions will focus on the areas of operations, customer experience, compliance, and innovative technology.

For more information visit www.paceacx.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.

Customer Contact Week’s 20th Anniversary Series Brings Back Top-Rated Headliners

Customer Contact Week, for customer service and CX professionals, will kick off 2019 at the JW Marriott in Nashville, January 15–18. This event is projected to attract over 500 executives who spearhead contact center and customer experience strategies.

Celebrating its twentieth anniversary since the founding of Call Center Week in 1999, each iteration of CCW in 2019 will feature the highest-rated headliners from previous years to reintroduce CX legends dating back more than two decades. The 20th Anniversary headliner for Nashville is Jenn Lim, CEO and chief happiness officer of Delivering Happiness, a company she and Tony Hsieh (CEO of Zappos.com) co-founded to inspire science-based happiness, passion, and purpose at work, home, and everyday life.

New programming this year includes CCWomen, a networking event for female contact center leaders, and Tech and Innovation Focus Day, which combines thought-leading research and content generated by CCW Digital with the latest project case studies from practitioners.

“2019 is going to be an exciting year, and we look forward to celebrating twenty years of CCW during the Nashville, Austin, and flagship Las Vegas events,” said Mario Matulich, executive director, customer management practice. “We have a lot in store for CCW next year, including surprise keynotes, new and improved interactive discussion groups, and new networking and session formats.”

This year’s agenda is rooted in the people, process, and technology organizations need to deliver world-class journeys to all customers, internal and external. Developed through meticulous and in-depth research by CCW Digital and the CCW Advisory Board, the conference will address topics such as predictions for the contact centers of 2019, CX intelligent automation, assessing digital transformation readiness, and how omnichannel analytics technology works and applies today.

The CCW Nashville Speaker faculty includes Valerie Egen, VP of global customer engagement at Subway; Lisa Griffin, VP of patient access at Vanderbilt University Medical Center; Bob Flynn, VP of facilities and game day operations at Tennessee Titans; Vinay Mummigatti, chief automation officer at LexisNexis and Carla Moore, VP of sales strategy at HBO. Additionally, big-name solution providers sponsoring the event include Genesys, Salesforce, Bright Pattern, Calabrio, Lessonly, and Qualfon.

To view the agenda or learn more about speaking, sponsoring, or attending CCW, please visit www.customercontactweekwinter.com. For the latest news and CCW developments; follow us at @custcontactweek.