Tag Archives: call center news

Amtelco’s Genesis Intelligent Series v5.1 Now “Avaya Compliant”

AmtelcoAmtelco’s Genesis Intelligent Series release 5.1 is compliant with key communications and collaboration solutions from Avaya, a provider of digital communications software, services, and devices.

The Genesis software switching solution provides the Intelligent Series applications with advanced software-based telephony. Genesis Intelligent Series provides an all-inclusive, enterprise-wide call center multimedia software suite with skills-based automatic call distribution (ACD), built-in speech recognition, text to speech, and voice services to improve call routing and management.

Genesis 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 be operated in a virtual server environment or in the cloud, enabling businesses to grow without adding additional hardware—helping save time and money. The application is now compliance-tested by Avaya for compatibility with Avaya Aura® Session Manager 7.1 and Avaya Aura Communication Manager 7.1.

Amtelco is a Technology Partner in the Avaya DevConnect program. As a Technology Partner, Amtelco is eligible to submit products for compliance testing by the Avaya Solution Interoperability and Test Lab. There, a team of Avaya engineers develops a comprehensive test plan for each application to verify whether it is Avaya compatible. Doing so enables businesses to confidently add best-in-class capabilities to their network without having to replace their existing infrastructure—speeding deployment of new applications and reducing both network complexity and implementation costs.

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

In Other Amtelco News

Amtelco has brought on Brad Swift as their contract service sales manager. Amtelco created this position in response to the growing need for call centers to quickly have access to the newest Amtelco software features. Brad will offer Amtelco contract services to help call centers get up-to-date with current technologies, assist with projects such as upgrading system software, and help with growth and future development.

“Brad had a successful eighteen-year sales career with us in the past, serving our clients in Canada,” said Curtin. “We are excited to begin this new partnership so that our customers will be able to outsource to Amtelco to help get the work done that they cannot find resources for. This will open up new opportunities for our customers to be able to add even more processes to their Amtelco call center system.”

“I’m looking forward to this new role,” Swift said. “When call centers are unsure about the cost and liability that comes with hiring temporary in-house or contracted employees for their communications projects, I will be able to help—backed by the resources, expertise, and HIPAA-compliance Amtelco provides. There is a huge opportunity in our industry to help customers with services such as converting from legacy systems and transitioning to IS and Genesis, system analysis, and future growth.”

Improving Communications for the Deaf Community

AnswerNet and Connect Direct have partnered to bring the deaf community to the forefront of today’s customer service solutions. With one million deaf and hard of hearing individuals in the United States, it’s astonishing how little progress has been made in customer service communications. While the use of smart phones and video chat has been well-established over the past few years, companies still haven’t taken full advantage of the opportunity to provide the instant customer care expected by most hearing consumers.

With a partnership between AnswerNet and Connect Direct, companies can now allow customer service representatives to connect immediately with their deaf or hard of hearing consumers through video. The agents use American Sign Language (ASL), often the first language of deaf and hard of hearing people, to communicate with the consumer regarding their issue in a quick and efficient manner.

While this innovation is great for businesses, it also is a unique opportunity to employ deaf and hard of hearing people. Forty-seven percent of the deaf community in the United States isn’t in the labor force. However, call centers can now expand their offering to handle live video calls that require ASL.

“The deaf community has lacked the support from corporate America. As consumers, they are not given the chance to speak in their native language [ASL],” says Gary Pudles, CEO and president of AnswerNet. “However, as an owner of many omni-channel contact centers, technology has so greatly opened up the world of communications that we can not only provide better customer service solutions but also provide employment opportunities that didn’t exist before; being deaf should never be considered a limitation, but being unaware of the community and the value they bring to a corporation is.”

Learn more at https://answernet.com/asl/.

Startel Announces Unified Product Advisory Board

StartelStartel, Professional Teledata, and Alston Tascom announced the members of the company’s unified product advisory board (PAB). The twelve individuals selected represent each of the company’s three user groups: TeamSNUG, PINetwork, and TUG. Their primary responsibility is to provide input related to the company’s strategic product planning.

Startel, Professional Teledata, and Alston Tascom will work with the unified board to help set future product direction. Feedback generated from the PAB will assist the company in building the next generation of products. The following members will serve on the 2018–020 unified PAB:

  • Ryan Ambs, Ambs Call Center, Jackson, MI
  • Kevin Bachelder, Ansaphone Services, Quincy, MA
  • Luis Bedoya, Answering Service Care, Margate, FL
  • Matt Bogan, King’s Telemessaging, Shreveport, LA
  • Kristal Fye, Ace Answering Service, State College, PA
  • Ken Goldenberg, Direct Line Tele Response, Berkeley, CA
  • Jodi Gregory, Clementine, Harper Woods, MI
  • Peter Gross, Sunshine Communication Services, Inc, Coral Gables, FL
  • April Kasza, Allgood Communications, Inc., Pueblo, CO
  • Ray Shaw, Business & Professional Exchange, Beverly, MA
  • John Vaughn, Honest Answering, LLC, Houston, TX
  • Jeffrey Wood, Contact One Call Center, Tucson, AZ

“Our vision for the PAB is to have customers share how they are using our products in the real world and the three companies to share with PAB members our current plans and future directions,” said Brian Stewart, President and CEO of Startel, Professional Teledata, and Alston Tascom. “We are thrilled with the amount of interest we have had in this program and are very pleased with the members who have been selected to assist us in building our unified contact center platform.”

Overseeing the board is Wayne Scaggs, director of corporate strategy. The unified PAB will meet three times during the next twelve months.

Startel Announces New Chief Customer Officer

Startel, Professional Teledata, and Alston Tascom added a new senior-level management position to their leadership team. Effective immediately, Renita Dorty will begin the new role of Chief Customer Officer (CCO) for the three companies.

This new position will be responsible for all aspects of the companies’ customer service strategies and will provide a comprehensive view of the user experience to create initiatives focused on maximizing customer retention, developing more efficient processes, and facilitating client communications.

Dorty has thirteen years of experience in the contact center and telephone answering service (TAS) industry, most recently, as the executive vice president of Nationwide Inbound Inc., a full-service customer contact center that provides professional telephone services and live customer support for companies across North America and Canada.

In her role at Nationwide Inbound Inc., Dorty oversaw the growth of the company from a small telephone answering service to a contact center serving hundreds of companies representing over fifty industries. She is well-versed in all aspects of the contact center industry and has served as president of the Startel National User Group, TeamSNUG.

“I’m thrilled to welcome Renita to our senior management team,” said Brian Stewart, president and CEO of Startel, Professional Teledata, and Alston Tascom. “Renita is uniquely qualified for this new role. She is a highly skilled management and operations professional and has a strong background in the customer service industry. We are thrilled to have her join our team at this exciting time in the development of our unified companies.”

StartelStartel, Professional Teledata, and Alston Tascom provide unified communications, business process automation, and performance management solutions and services. The companies have a loyal customer base and use their solutions and industry knowledge to empower organizations to improve agent productivity, reduce operating costs, and increase revenues. For more information, call 949-863-8776.

Call Center Vendors Launch Marketing Resources Center

Startel, Professional Teledata, and Alston Tascom launched their new marketing resources center, making custom-branded promotional materials available to their customers. The marketing resources center is a web-based repository housing a variety of promotional videos, flyers, infographics, and user guides that can be branded for use by the companies’ clients to promote the solutions and services provided by their telephone answering service, call center, or contact center.

The digital collateral is designed to assist with promoting the key features and benefits of stand-alone solutions such as Secure Messaging Plus, Secure Messaging Gateway, IntelliSite Web Portal, The Payment Portal, and more. “We are excited to offer this needed and value-added service to our customers,” said Startel, Professional Teledata, and Alston Tascom president and CEO, Brian Stewart. “One of the requests that I have personally heard from our customers is for us to help them sell their services and to provide them with tools to assist them in doing so.” The marketing resources center can be accessed directly by visiting shop.startel.com.

StartelFor more information, call 949-863-8776 or visit www.startel.com

Startel Releases Latest Version of Secure Messaging Solution

Startel Corporation released its secure messaging solution, Startel Secure Messaging Plus (SM+). Many new features and enhancements were part of this release, including the ability to respond to group messages and allowing the forwarding of messages.

SM+ is a two-way direct messaging solution that allows users to securely send and receive messages, including those containing sensitive information.

All message content and attachments sent and received on devices using SM+ are encrypted. New key features and enhancements included in this release are:

  • Group Response: When replying to a group message, users can choose to reply only to the sender or the entire group.
  • Message Forwarding: Prior to sending a message, users can indicate which messages can be forwarded. Administrators can also enable certain accounts to not allow forwarding of any messages.
  • Account Management: Enhancements have been made for both channel partners and end users.

“We are excited to offer our customers, and the marketplace, with the latest version of Startel Secure Messaging Plus,” said Margaret Lally, senior director of operations and technical services at Startel. “The new features and enhancements included in this release help to ensure that our customers remain competitive, and that sensitive data remains confidential and secure.”

Startel Secure Messaging Plus is available as a stand-alone web-based solution or integrated with the Startel Contact Management Center. The SM+ app is compatible with the latest versions of Android and iOS (iPad, iPhone, iTouch).

StartelFor more information, contact Startel Sales at sales@startel.com.

Startel Corporation Releases Contact Management Center v14.1

Startel Corporation announced the availability of Startel Contact Management Center (CMC) v14.1. This release includes several new features and enhancements designed to maximize agent productivity and efficiency.

Customers can expect a tighter integration with QGenda, allowing QGenda schedules to be configured directly within Startel administration controls. The client maintenance module now includes a find feature, enabling programmers to locate specific form features more quickly. New variables are now available for hyperlinks, including agent ID, agent first name, agent last name, and more, within client maintenance. Enhancements were also made to the Startel web portal and Startel dashboard.

“We are thrilled to deliver this new release and reinforce our commitment to providing customers, and the marketplace, with the latest innovations in technology and software,” said Brian Stewart, chairman and CEO of Startel. “We look forward to training customers on the product release next month at our annual user group conference.”

Startel CMC v14.1 is available now. For more information, or to schedule an upgrade, contact Startel technical support at techsupport@startel.com.

StartelStartel is a leading provider of unified communications, business process automation, and performance management solutions and services. Learn more at 949-863-8776 or www.startel.com.

Amtelco Introduces Intelligent Series v5.1

Amtelco announced version 5.1 of its Intelligent Series (IS) suite of call center applications at the annual meeting of the National Amtelco Equipment Owners (NAEO) users group in February. New features include:

Virtual Terminals for the SMS, SNPP, TAP, and WCTP contact methods make it possible to switch from one terminal type to another without having to reprogram individual contact methods. When upgrading to IS 5.1, the IS server automatically creates a virtual terminal for each existing messaging terminal in the system.

The Genesis Just Say It Interactive Voice Response (IVR) feature enhances the IS navigation menu feature by letting callers to speak responses instead of pressing telephone keypad digits. The Just Say It IVR and navigation menu features give callers the ability to access information and conduct transactions using speech recognition or live operator involvement.

The Genesis Just Say It Directory Assistance feature prompts the caller to say the name of a person, performs a directory lookup, verifies which listing the caller seeks, and transfers the caller to the appropriate phone number stored in the IS Directory.

The miTeamWeb Dashboard provides call center staff and clients with real-time information about automated call distribution (ACD) activities, operator call handling statistics, and dispatching tasks in both graphic and text formats in a widget-based enterprise web interface. The dashboard screen can be customized to display only the dashboard widgets that individual users need to see.

The Intelligent Series Two-Way WCTP Messaging interface implements the capabilities contained in the international Wireless Communications Transfer Protocol (WCTP) to enable the IS server to conduct two-way messaging with a third-party application. The two-way WCTP interface makes it possible for developers to interface to the IS server application and the IS database without involving Amtelco’s development team.

Infinite Convergence Solutions is a new SMS text messaging aggregator service available for use with IS Dispatching. Infinite Convergence developed its integration with the Intelligent Series platform using the new two-way WCTP messaging component of the IS 5.1 software.

The Genesis Meet Me Park feature lets an agent park a call to a designated ACD skill table to await connection to the called party. The park response element and the Meet Me Park behavior automate the Meet Me process using IS scripts.

The Auto Attendant behavior answers a call, plays a greeting, and transfers the call to an extension or patches the call to another number. The auto attendant behavior includes call analysis options to determine if a call reached an answering machine; in that event, it will respond according to its settings.

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

Pete Glihooly Joins Call Center Sales Pro as Director of Hospital Call Center

Telecom leader brings 15 years’ healthcare experience to Call Center Sales Pro

Call Center Sales Pro hired Pete Gilhooly as director of hospital call centers. In this new position he’ll finetune and rollout the organization’s operational model for hospital call centers. His first day in this new assignment was December 18, 2017.

Janet Livingston, founder of Call Center Sales Pro, brought Gilhooly on board to further advance the company’s already successful efforts in this market. “Pete is a natural fit with the Call Center Sales Pro team,” Livingston said. “He brings three decades of telecom leadership experience to us, the last fifteen of which focus specifically on healthcare.”

“I’m happy to be part of the Call Center Sales Pro team,” Gilhooly said. “I’m looking forward to this and all the exciting opportunities it entails.” In his new role, Pete will integrate the current initiatives of the Call Center Sales Pro team and use it to develop a comprehensive model for hospital call centers across the United States.

Gilhooly spent six years at Glens Falls Hospital, most recently as senior director of IT infrastructure. He also worked at Chaplin Valley Physicians Hospital as director of information technology and Albany Medical Center as vice president of technology management.

Call 4 Health Call Center Opens Third Facility

Call 4 Health, a leading medical call center and nurse triage service, opened a third location and will expand its operations with a new facility in Spring Hill, TN. The company, headquartered in Delray Beach, FL, also operates a call center in Linthicum Heights, MD.

“The demand for call center services in the medical industry has exploded in recent years,” said Joseph Pores, Call 4 Health CEO.” With this new facility, we will be able to greatly increase our volume and bring our proprietary, innovative technology to even more hospitals and medical centers around the country.”

The expansion includes the procurement of a 15,000 square feet facility, which will house approximately 200 call center agents and triage nurses.

Call 4 Health uses state-of-the-art technological initiatives, and currently processes up to 30,000 calls daily for 1,400 clients, creating a solution to the demand put on large health systems and hospitals. Call 4 Health serves clients nationwide in almost every state. Eighty percent of its clients are hospitals and healthcare systems, with the remaining 20 percent in homecare, hospice, and pharmaceuticals.

With the addition of the Spring Hill facility, Call 4 Health expects to increase its daily call volume over time to 50,000 and client base to 2,000.