Tag Archives: call center news

Genevieve Carrenard Joins the Connections Magazine Team

Connections Magazine is pleased to announce the addition of Genevieve Carrenard to our team. She’ll head up customer service, write articles for Connections Magazine, and make needed enhancements to the Connections Magazine website.

With ten years of call center industry experience in management and leadership positions at leading corporations in both the US and Canada, Genevieve will tap into her expertise to write content for coming issues of Connections Magazine.

Currently Genevieve is spearheading an effort to overhaul the Connections Magazine website with the goal to increase traffic, enhance utility, and maximize the value, while keeping the same overall look and site navigation. Assisting her is a website development and internet marketing firm to optimize the results.

This will allow Genevieve to provide enhanced promotional and marketing opportunities to both current and future advertisers. To learn more, contact Genevieve at clientsupport@Connections Magazine.com.

Amtelco Announces Intelligent Series 5.5

Amtelco Cloud-Based Platform Solution

Amtelco announced the release of version 5.5 for their Intelligent Series (IS) suite of call center applications. Some of the new features include:

  • Artificial Intelligence: Enhances the caller’s experience by utilizing machine learning to determine the optimal way to route calls based on prior call history. 
  • Genesis Conference Bridge: Conveniently provide concurrent multi-party conferences and expands infinity conference bridge with additional features to increase the control moderators have over conferences.
  • Speech Analytics: Provides a deeper analysis of call logs, including a transcript of the call and describing the overall tone of the caller.
  • Call Tracker Charting: New user-friendly charts and graphs added to IS supervisor reports to track call center performance. 
  • Expiring Licenses (for web agent connections): This feature can add web agent coverage during a holiday season or a special campaign.
  • Spell Check Languages: Intelligent messaging scripts now support Dutch, French, and Spanish spell check dictionaries. 

“The latest version enhancements make call processing easier by speeding up the call process,” stated Tom Curtin, Amtelco president. “They improve the caller experience and help increase accuracy.”

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, 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.

Quality Contact Solutions Receives SOC 2 Type 2 Certification

Quality Contact Solutions, Inc, a leading outsource contact center and BPO company, received its SOC 2 Type 2 certification. 

This certification follows an extensive audit performed by A-Lign Assurance, a cybersecurity and compliance professional services firm. The audit confirms that Quality Contact Solutions’ information security practices, policies, procedures, and operations meet the SOC 2 standards for security, integrity, availability, privacy, and confidentiality. 

“Compliance has become an essential component for companies to create trusted relationships with clients,” said Angela Garfinkel, president and founder of Quality Contact Solutions. “Data security is critical in today’s business climate. Our clients can be confident that we are committed to and making every investment to establish and maintain the most stringent controls needed to ensure the highest level of security and compliance.” 

The SOC 2 Type 2 certification is an independent audit assessing internal controls involving security, availability, and confidentiality of the data processed on behalf of customers, as defined by the American Institute of Certified Public Accountants (AICPA) Trust Services Criteria. As part of the audit, Quality Contact Solutions demonstrated robust data protection policies and procedures, including data security, confidentiality, and availability of data to those that have permission to access it. 

A copy of the SOC 2 Type 2 report is available to clients and prospective clients upon request.

Since 2007, Quality Contact Solutions (QCS) has established itself as an industry leader in contact center and BPO solutions, including B2B and B2C programs. QCS offers many contact center and telemarketing services, including outsourced sales, upselling, cross-selling, surveys, lead generation, sales lead qualification, appointment setting, inside sales, technical support, and inbound customer service.

Telescan Introduces Spectrum Health Monitor

Amtelco Cloud-Based Platform Solution

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.

SA Hosted Unveils New Auto Dispatch Service

SA Hosted and Managed Solutions, a provider of virtual contact center services, announced that its Auto Dispatch module is ready for service. The new software is designed to streamline the entire dispatching process. Based on the client’s requirements, Auto Dispatch provides fast and error-free message delivery with the click of a single button.

“Auto Dispatch is a powerful tool for today’s answering service owners,” said Terri Paffile, SA Hosted senior manager. “Not only will they save the time their agents spend looking up instructions, but they will also save money by eliminating the need for extra agent resources.”

SA Hosted and Managed Solutions offers a full suite of customizable and affordable virtual contact center solutions. The company focuses on providing contact centers with the resources and technology they need to achieve the ideal customer experience, without a huge demand on their bottom line. By combining technology assets with the insight from their vertical partners, SA Hosted creates enterprise-wide solutions that maximize efficiency while minimizing development costs and capital investment.

Learn more at www.sahosted.com or email terri.paffile@sahosted.com.

Quality Contact Solutions Now SOC 2 Type 1 Certified

Quality Contact Solutions, Inc (QCS), a leading outsource call center and telemarketing company, announced that it is now SOC 2 Type 1 and HIPAA certified. The SOC 2 Type 1 and HIPAA certification report prepared by A-LIGN, a cybersecurity and compliance professional services firm, confirms the company’s information security practices, policies, procedures, and operations meet the SOC 2 and HIPAA standards for security, availability, and confidentiality.

“At QCS, our priority has always been to protect our clients’ data and implement the highest security and privacy measures available, stated Angela Garfinkel, president and founder of Quality Contact Solutions. “Our SOC 2 Type I and HIPAA certification demonstrate our continued commitment. Having a respected third party confirm the strength of our systems validates our efforts.” 

Established by the American Institute of Certified Public Accountants, the SOC 2 examination is designed for organizations of any size, regardless of industry and scope, by ensuring the personal assets of their potential and existing customers are protected. SOC 2 reports are recognized globally and affirm that a company’s infrastructure, software, people, data, policies, procedures, and operations have been formally reviewed. 

Quality Contact Solutions expects to achieve SOC 2 Type 2 certification by the end of November 2021.

The Health Insurance Portability and Accountability Act (HIPAA) defines policies, procedures, and processes required to protect electronically protected health information (ePHI). As the regulatory oversight related to HIPAA increases, healthcare providers and their business associates like QCS must ensure compliance on an ongoing basis.

Quality Contact Solutions (QCS) is a certified woman-owned business enterprise and an industry leader in call center and telemarketing services solutions, including B2B and B2C programs. For more information, visit www.qualitycontactsolutions.com

Amtelco’s Expansion Supports Future Growth

Amtelco Cloud-Based Platform Solution

Amtelco recently completed an expansion and remodel of their facility that had been under construction for the past year. The expansion allows for additional employee workspaces as they continue to grow and add new products and services to support their customers’ needs. 

“This expansion supports our mission as we continue to work together to provide industry-leading solutions backed by five-star support,” said Tom Curtin, president of Amtelco. “Customer support is a top priority. Our workforce has increased by 15 percent in the past year to keep up with the needs of our customers.”

A remodel of the old production space was commemorated as the Joe Everly Courtyard. Joe Everly, CEO, has been a familiar face at Amtelco for over forty years. Tom Curtin stated, “We are proud to honor Joe Everly’s hard work, guidance, and dedication.” 

Recognized as a Top Workplaces employer, Amtelco is known for treating their employees like family. In appreciation of their employees, the remodel included a wellness room, HR benefits room, and updated breakroom. 

Founded in 1976, Amtelco has a strong history in the telemessaging industry to provide communication solutions to the answering service and healthcare communications industry. Amtelco focuses on providing call center solutions that meet or exceed customer expectations, backed by top notch service and support. 

Amtelco Call Processing Application Rated “Avaya Compliant”

Amtelco Cloud-Based Platform Solution

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

AnswerNet Acquires TPV.com

Contact Center Strengthens Services with Third-Party Verification

AnswerNet announced the acquisition of TPV.com, a leading third-party verification service working with energy and telecom businesses throughout the United States. 

Third-party verification services, also known by the industry acronym TPV, use humans and technology to confirm consumer sales transactions after an in-person or phone sale. The service protects consumers and providers by uncovering and clarifying potential contract or agreement ambiguities prior to the delivery of the telecom or energy services.

The acquisition was officially finalized on June 30, 2021. 

With the acquisition, AnswerNet expands its existing third-party verification solutions business and adds another strong brand to the organization’s growing family of companies. AnswerNet’s other brands include business process outsourcing (BPO), telemarketing, education, nonprofit, answering services, and appointment setting

“We are extremely excited to welcome the entire TPV team to the AnswerNet family,” said Gary Pudles, AnswerNet president and CEO. “They are an important addition to our company because it gives us a leading brand with which to focus our existing and future TPV efforts. With this acquisition, we have taken another step in solidifying our position as the leading provider of TPV services in North America.”

Founded in 1997, TPV.com is a customer contact center business that provides business process outsourcing solutions. Its core competency is independent third-party verification services for businesses nationwide. TPV, LLC will continue to operate as an entity.

AnswerNet is a full-service provider of inbound, outbound, automated, and BPO call center services. Founded in 1998, the company now has thirty sites with 2,000 full-time employees across the U.S. and Canada.

Wisconsin State Journal Names Amtelco “Top Workplace”

Amtelco Cloud-Based Platform Solution

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.”