Many service providers find it desirable to track the time spent performing administrative tasks. Accounting for this time gives greater visibility into internal staffing needs, and, in some cases, the time spent performing these tasks forms part of the client billing.
In support of this, Telescan’s Prism II Account Maintenance (PAM) now allows tracking of time spent administering the Prism II database, including tools that allow this information to be exported to spreadsheets and billing software. This new time tracking feature has been built into PAM to provide a seamless experience to the user.
The time tracking will work in the background for creation and editing of a directory, account, or mailbox record. The reporting offers a variety of features to help the user find and organize the information they need.
Millions of telephone calls are processed every day by Amtelco and Telescan’s systems and software in operation in all fifty US states and more than twenty countries.
For more information, please contact Amtelco at 800-356-9148, visit www.amtelco.com, or email firstname.lastname@example.org.
Quality Voice & Data, Inc. (QVD), a national telecom carrier licensed by the Federal Communications Commission (FCC) announced that it has been authorized as a SHAKEN Service Provider by iConective, the STIR/SHAKEN administrator. QVD has met the rigorous requirements necessary to provide call attestation at the highest level for their customers.
To address the avalanche of complaints related to illegal scam robocalls in the U.S., Federal and State agencies and the telecom industry worked together to evolve the way callers are identified, including a way to trace back any call to its originator. On January 6, 2020 the Traced Act was signed into law and states: “The FCC must require voice service providers to implement the STIR/SHAKEN authentication framework on all IP networks and to take reasonable measures to implement an effective call authentication framework on all non-IP networks.”
Today 95 percent of all US-based wireless carriers have already adopted the SHAKEN framework on their networks. Over the next year and half as full adoption by the wireline carriers is realized, order will be restored to the telecom infrastructure, and cell phone users will once again answer calls in confidence.
The guiding principle behind this new framework requires authorized SHAKEN service providers (telephone companies) to digitally sign their customers’ calls and most importantly, know who their customers are. Regulators will have easy access to identify the origin of any call because the SHAKEN digital signature will supply the required information. Any carrier, who fails to identify who their customer is, would be subject to losing their ability to sign future calls.
QVD’s Trusted Call Completion™ services help businesses maximize answer rates while protecting their telephone reputation.
“We are thrilled to be part of bringing trust back to the telecom ecosystem—and more importantly ensuring the telephone numbers used by our customers have a good reputation” stated Dean Garfinkel, Quality Voice & Data CEO.
Founded in 2010, Quality Voice & Data, Inc. offers secure and reliable cloud-based telecom switching and VoIP services for customers nationally. Contact Kelsey@qualityvoicedata.com for more details.
Amtelco received a Top Workplaces 2020 honor and a special award for work/life flexibility by The Wisconsin State Journal. These awards are based solely on employee feedback gathered through a third-party survey administered by employee engagement technology partner Energage. The anonymous survey uniquely measures fifteen drivers of engaged cultures that are critical to the success of any organization, such as alignment, execution, and connection.
Amtelco, founded in 1976, has been developing reliable communication systems and applications backed by the company’s dedication to customer support. Amtelco’s 1Call healthcare division began in 1997. And since 2011 hospitals and businesses have widely used their miSecureMessages secure messaging app.
“My father, Bill Curtin, II founded Amtelco in 1976. We have always been family-owned and managed through multiple generations of our family who care for and understand our customers’ business.” said Tom Curtin, president of Amtelco.
“We truly believe that our customers and employees are extended family and that culture is what fuels our business success. Each employee clearly sees how their work contributes to our business objectives, which ensures that all employees feel connected to one another and to our mission. Being named in the Top Workplace list is a testament to the importance of continually making our company culture a top priority.”
Amtelco is a trusted name in call center communication systems, software applications, and XDS technologies for call centers and contact centers. Amtelco systems and software process millions of telephone calls every day by operations in all fifty US states and more than twenty other countries. Founded in 1976, Amtelco is a family-owned company that has grown to 135 employees. For more information contact Amtelco at email@example.com or 800-356-9148.
Amtelco introduces version 5.4 of its Intelligent Series (IS) suite of call center applications. Many of the features were developed in collaboration with Amtelco customers. A few of the new features include:
The DID (direct inward dialing) limit puts a limit on the number of live calls that can be in the system for a client at one time. A busy signal will be returned for any calls that exceed the DID limit.
Call tracker analytics displays charts of call data that can be configured including total calls, calls per agent, calls per station type, calls per call type, calls per client, and service level performance.
Genesis service level reporting: service level reports compile detailed statistics to specifically monitor agents’ interaction with callers, traffic patterns, agent abandons, and system abandons.
Improvements to the miTeamWeb OnCall enables users to swap shifts with one another, filter schedules in the OnCall Roster, search for a specific contact, search for a specific role, and search for assigned or unassigned shifts.
For more information, contact Amtelco at 800-356-9148 or email firstname.lastname@example.org.
With the expanding COVID-19 crisis, the ability for agents to work remotely has become greatly important. Amtelco announced they are offering a free month for up to five rental operator licenses to help call centers keep up with the COVID-19 call traffic increase.
Web-based virtual agent software can turn any personal computer into a professional telephone agent station, allowing agents to work remotely from just about anywhere. All agent functions are still available for remote agent connections, including call log recordings and retrieval, which allows for a smooth transition. For callers, the fact that the agents are remote is transparent.
Kevin Beale, Amtelco VP for software R&D, recommends establishing VPN connections for remote agents to ensure their connection is secure. Once agents connect to the VPN, they can establish their remote agent connection for data and audio. Data connection can be established via direct connection, remote desktop, thin client, Citrix, and VDI. Audio connection can be established via integrated audio or external audio.
For details on the free operator licenses, contact Amtelco at 800-356-9148, visit www.amtelco.com, or email email@example.com.
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 are 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. By working closely with customers, Amtelco will continue to develop innovative features and products.
Amtelco announces the ability for users to customize their away message with the miSecureMessages version 6.7 release. MiSecureMessages is used by businesses and healthcare enterprises who need to keep their communications secure.
Version 6.7 allows users to enter a custom away message when setting their miSecureMessages notifications to “off.” Users also have the option to choose an away message from a list of pre-programmed messages.
Away messages are displayed on the miSecureMessages contacts screen to other users in the same Group. In addition, users will receive an auto reply when sending a secure message to the user who is currently away. Users also have the option to set a start and end date and time when their away message should be displayed.
For more information about miSecureMessages, contact Amtelco at 800-356-9148, firstname.lastname@example.org, or www.misecuremessages.com.
Amtelco announces that Andy Quamme, director of project management, is the 2019 recipient of Amtelco’s William J. Curtin Employee of the Year award. The honor, conferred annually at year’s end, is named in remembrance of Amtelco founder William J. Curtin II, and is the most cherished award available to Amtelco employees. Andy was awarded the William J. Curtin Employee of the Year award for his outstanding commitment to project management and successful customer implementations.
Other awards announced at Amtelco’s annual holiday luncheon in December included:
- Administration Employee of the Year: Wayne Wallace, IT manager
- Brian Torvik Innovation in Operations: Chris Bach, software engineer
- Brian Torvik Innovation in Operations: Kent Anderson, senior hardware design engineer
- Service Employee of the Year: Eric Thomas, customer support engineer
- TAS Salesperson of the Year: Patty Anderson, regional sales manager
- 1Call Salesperson of the Year: Joe Curtin, regional sales manager
- Hall of Fame: Bernie Torvik, vice chairman
- Hall of Fame: Bob Vornberg, Telescan general manager and director of product development
For more information: 800-356-9148, email@example.com, or www.callcenter.amtelco.com.
Amtelco’s Genesis emergency automatic call distribution (ACD) feature is a mode of operation that takes effect if a Genesis Intelligent soft switch client application—such as Amtelco’s Intelligent Series or Telescan’s Genesis Spectrum—becomes disconnected from the Genesis platform. The Genesis emergency ACD makes it possible to ensure that calls are not dropped if the connection to the client application is lost. In such instances, the Genesis Intelligent soft switch automatically routes calls to a pre-arranged queue named for the client application.
The emergency ACD distributes calls on a round-robin, one-call-at-a-time basis with calls routed to emergency agents in the order that they are received by the Genesis Intelligent soft switch. Emergency agents are created in the Genesis system configuration and are assigned to specific applications for which they are assigned calls when the emergency ACD controls call distribution. If there are no emergency agents, Genesis can play a text-to-speech announcement prior to hanging up.
In related news, Amtelco’s Genesis park line pickup feature allows an agent or a script to park a call to a special ACD skill to await a callback from a contact. Before parking the call, the script or agent pages the requested contact and provides a park extension. The contact can call into the park extension to automatically connect to the caller. The park line pickup feature saves call centers time and improves caller satisfaction.
Park line pickup is implemented using a specific call field named MeetMeNumber. The script populates the MeetMeNumber call field with a park extension and includes the same park extension in a page to the requested contact. The script then parks the call to an ACD skill configured for manual distribution. When the contact calls the park extension, the contact is joined to the parked call with the matching park extension.
For more information, contact Amtelco at 800-356-9148 or firstname.lastname@example.org.
Quality Contact Solutions, Inc. (QCS) announced that Julie Kramme, director of sales and AJ Windle, director of client engagement have earned their Customer Engagement Compliance Professional (CECP) certification through the Professional Association for Customer Engagement (PACE). The QCS team now includes four certified professionals and one PACE Self-Regulatory Organization (SRO) auditor.
Both Kramme and Windle tested and certified during the PACE TCPA Summit in Washington DC, September 21-23, 2019. The CECP certification program includes rigorous instruction and testing to ensure the individual has a thorough knowledge of telemarketing regulations (both U.S. and Canada), CAN-SPAM regulations, Canada Anti-Spam Legislation (CASL), Do Not Track regulations, faxing regulations, and regulations which impact text messages and telephone calls to mobile phone numbers for both sales and non-sales purposes.
“With the high risk of TCPA class actions and a multitude of other regulatory compliance risks associated with our business, QCS has made a deep investment in ensuring compliance with all State and Federal regulations. The CECP program is a great way to ensure the necessary knowledge is embedded within our team,” stated Angela Garfinkel, president and founder of Quality Contact Solutions.
Nathan Teahon, vice president of QCS added “Our clients expect us to take the lead when it comes to tracking, monitoring, and interpreting the complex compliance rules that apply to their programs. With four CECPs on staff, we now have a deep bench of compliance experts ready to assist our clients.”
Quality Contact Solutions provides outsourced B2B and B2C telemarketing and call center solutions. The CECP program certifies that recipients have a demonstrated understanding of customer engagement compliance and related jurisdictional laws and regulations.
Quality Contact Solutions announced that Steve and Marie Korn have joined the Quality Contact Solutions team to head up a new small and medium business division (QCS SMB). QCS SMB will focus on serving the unique needs of small and medium businesses by offering an elastic pool of agents to handle both inbound and outbound programs with an emphasis on lead generation, lead qualification, and data enhancement, along with other B2B sales support functions.
Both Steve and Marie have extensive call center experience. Steve is responsible for sales for QCS SMB, while Marie is responsible for client services.
The QCS SMB team is headquartered in Omaha, Nebraska. Angela Garfinkel, QCS president and founder, shared “The Omaha labor market is a great place for us to launch this team. Our initial plans call for 20 full-time agents who will work on about 30 different client initiatives daily, Monday through Friday. The goal is to grow the team to forty full-time agents by the end of Q1 2020. We think Omaha is the right place to be.”
Quality Contact Solutions provides outsourced B2B and B2C telemarketing and call center solutions.