Tag Archives: call center news

Amtelco Call Processing Application Rated “Avaya Compliant”

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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”

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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.

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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.”

Telemarketing Services Firm QCS Hires SOC 2 Auditor



Quality Contact Solutions (QCS) hired Align Assurance, a third-party independent audit firm to perform a SOC 2 audit. A SOC (System and Organization Controls) 2 audit report provides detailed information and assurance about a service organization’s security, availability, processing integrity, confidentiality, and privacy controls, based on their compliance with the AICPA’s (American Institute of Certified Public Accountants) TSC (Trust Services Criteria). Over the past year the company has prepared and is now ready to begin the audit process.

“We are committed to ensuring the privacy and security of our client data and systems,” said Angela Garfinkel president and founder of Quality Contact Solutions. “To demonstrate our commitment, we are investing in SOC 2 Type II certification. The certification will assure current and future clients of our commitment to data safety.”

Align Assurance will handle the audit. The expected SOC 2 Type 1 certification completion is June 2021, with SOC 2 Type II certification completion expected by October 2021. 

Designed by the AICPA, the SOC 2 examinations assists organizations of any size, regardless of industry and scope, by ensuring the protection of the personal assets of their potential and existing customers. The SOC 2 attestation demonstrates that the services and systems assessed to achieve the rigorous security standards, processing integrity, confidentiality, privacy, and availability. 

Dean Garfinkel, QCS’s chief operating officer, will lead the project along with his team of IT and compliance professionals. “SOC 2 Type II certification is considered to be the benchmark for data security. By no means is the process quick and easy but it’s essential. We believe an in-depth review will demonstrate our commitment to data security and meeting the compliance needs of our clients today and in the future.”

Quality Contact Solutions is a certified woman-owned business enterprise and an industry leader in call center and telemarketing services solutions, including B2B and B2C programs. QCS offers many telemarketing services, including outsourced sales, upselling, cross-selling, surveys, lead generation, sales lead qualification, appointment setting, inside sales, and inbound customer service. 

Amtelco Receives Auditing Communication Sessions Patent


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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.

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


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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. 

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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. 

Amtelco Celebrates miSecureMessages App 10th Anniversary


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Amtelco announced the 10-year anniversary and continued growth of miSecureMessages, their secure messaging app. MiSecureMessages was built specifically to deliver HIPAA compliant text messages and meets the strict HIPAA and HITECH privacy and security standards of the healthcare industry. However, many industries outside of the healthcare sector have also found miSecureMessages to be a valuable encrypted messenger solution as well. 

MiSecureMessages’ tenth anniversary is occurring during unprecedented times. The COVID-19 pandemic has highlighted the considerable importance of maintaining personal space while communicating with co-workers. 

“MiSecureMessages is more than just an encrypted texting app,” said Gary Kerner, director of sales. “Our app is an integral part of a complete secure messaging system that can integrate with other systems. MiSecureMessages provides call centers and corporate teams with a solution to easily share texts, photos, audio files, and videos for their confidential communications.”

The app also reduces the number of devices employees need to carry because BYOD (bring your own device) security is built in. MiSecureMessages is securely siloed from other messaging platforms like email and SMS.

In a few months, miSecureMessages will issue an app update to version 6.8, which will offer customers new capabilities and enhanced app performance. MiSecureMessages works on mobile phones, smartwatches, tablets, laptops, and desktop computers. It’s available for Android™ and Apple® iOS devices.

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For more information visit miSecureMessages.com and Amtelco.com

Amtelco’s Soft Agent Transforms Agent Experience

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Soft Agent now rated “Avaya compliant”

Amtelco announced that its Soft Agent application version 5.4 is compliant with key Avaya OneCloud™ CCaaS (Contact Center as a Service) solutions–helping customers optimize the agent experience by turning any personal computer into a professional telephone agent station. Avaya is a global leader in solutions that enhance and simplify communications and collaboration.

Amtelco helps customers simplify and optimize their contact center operations with solutions like Soft Agent that can be integrated with both hard-wired legacy systems and Session Initiation Protocol (SIP) based Voice Over IP (VoIP) networks. The backbone of the Soft Agent application is the Amtelco Sandbox, a single-point-of-entry solution that provides agents with the most current information possible to process calls and use that information to quickly resolve customer inquiries. The application is compliance-tested by Avaya for compatibility with the Avaya Aura® platform 8.1.

“We are excited that this latest release of our Soft Agent application has successfully completed Avaya DevConnect compliance testing,” said Tom Curtin, president, Amtelco. “Our mutual customers can confidently deploy Soft Agent with their Avaya OneCloud CCaaS solutions, helping them uncover new possibilities for getting more out of their communications infrastructure.”  

Amtelco is a leading supplier with more than 40 years of communication technologies and software communications applications.

Telescan Announces Auto-Patch of Client Calls Using Secure Apps

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Telescan, a division of Amtelco, announced a new feature in development for the Spectrum system for users of the Genesis Prism application: the ability to auto-patch client calls through Prism and present a pre-programmed phone number as the caller ID to the called party.

This feature will provide a straightforward way for clients to make calls directly through Spectrum’s secure messaging apps from their cell phones without revealing their personal cell phone numbers. Support for both Spectrum Secure Delivery and miSecureMessages will be through a common interface.

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

Amtelco Announces Redesigned MSM Website

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Amtelco announced the launch of a newly redesigned website for miSecureMessages (MSM). Visitors will find that the new site features a streamlined, modern design, with improved functionality. The user experience is enhanced with industry articles, the latest technical requirements, and resources for partners.

Tom Curtin, president, commented, “We’re excited about the launch of the new site. It provides a better user experience and reinforces the miSecureMessages brand.”

To see the new site, visit miSecureMessages.com. For more information, contact Amtelco at 800-356-9148 or info@amtelco.com.