Tag Archives: call center news

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.

DialAmerica Taps DailyPay to Reduce Agent Turnover

DailyPay, a financial solutions company that reduces employee turnover through instant access to wages, announced a partnership with DialAmerica, a call center company with over 3,000 employees. Together, DailyPay and DialAmerica are combating the financial burden caused by the delay that arises from biweekly pay schedules. Through this partnership, employees of DialAmerica can now receive their earned but unpaid wages instantly, even on weekends and holidays.

The call center industry has one of the nation’s highest turnover rates averaging up to 45 percent with a typical call center spending up to 6,000 dollars to hire and an additional 4,800 dollars to train new hires. Financial stress is cited as one of the leading causes of employee turnover. When call center employees can’t pay their bills on time and suffer late fees, they quit in search of a new job.Financial stress is cited as one of the leading causes of employee turnover. Click To Tweet

“When employees achieve financial security at a job, they stay longer,” said Jason Lee, Chief Executive Offer of DailyPay. “We are very excited to integrate DailyPay as an employee benefit across DialAmerica’s nineteen locations and help the company improve employee retention and recruiting. Since launching the partnership, we’ve already found tremendous improvements in employee retention.”

“The consensus regarding DailyPay is that the app is extremely convenient and provides a safety net in case of emergencies.” explains Mike Beaubrun, Operations Manager at DialAmerica.

DailyPay’s mission is to help companies reduce turnover by mitigating their employees’ financial hardships. Seventy percent of Americans live paycheck to paycheck and 47 percent cannot afford a 400 dollars unplanned expense. By being able to access earned wages before the scheduled payday, an employee can pay his bills on time and ultimately achieve financial security at his place of employment.

For more information about DailyPay, visit trydailypay.com. To learn more about DialAmerica, visit www.dialamerica.com.

CAM-X 2015 Call Centre Award of Distinction Winners

The CAM-X Call Centre Award of Distinction addresses customer relationship management (CRM), courtesy, etiquette, and professional call handling in call centers. This program focuses on call centers that provide order entry, fulfillment, registration, surveys, Web applications, escalated emergency response, reservations, and help desk services. It’s a mystery caller program using two independent judges with predetermined scoring criteria to evaluate calls. The 2015 CAM-X Call Centre Award of Distinction winners are:

  • Focus Telecommunications, Inc., Eldersburg, MD
  • AnswerPlus Hamilton, Hamilton, ON
  • AnswerPlus Toronto, Toronto, ON
  • Extend Communications Inc., Brantford, ON
  • Time Communications, White Bear Lake, MN
  • Intercon Messaging Inc., Drayton Valley, AB
  • Answer 1, Phoenix, AZ
  • Sure Call Contact Centers, Calgary, AB
  • Select Call Centre – Alberta, Edmonton, AB
  • Connections Call Center, Squamish, BC

[Posted by Peter DeHaan for Connections Magazine, a contact center publication from Peter DeHaan Publishing Inc.]

Contact Center Performance Football Challenge Primed for Inaugural Season

TouchPoint One, provider of the Acuity Cloud Contact Center Performance Management solution announced its first annual A-Game Contact Center Performance Football Challenge. Tailgate parties, pep rallies, and other pre-game events are taking place at contact centers across the United States and offshore while operations supervisors and managers devise winning strategy and execution plans in advance of this week’s A-Game inaugural season start. Behind the scenes, the TouchPoint One A-Game program success team is finalizing league setups, supporting client league commissioners, and coordinating the mix of personnel, technology and systems that ensure smooth and stable A-Game operations.

“The A-Game season 1 kick-off is finally here – an exciting milestone for TouchPoint One that’s been a full year in the making,” said Greg Salvato, CEO of TouchPoint One. “Witnessing supervisors, agents and contact center management focused on performance and strategy with such confidence and enthusiasm is very gratifying – and precisely the business and competitive dynamic we sought to foster with A-Game.”

A-Game uses structured individual and team-level competition to measurably boost employee engagement, improve business results and enhance the customer experience. A-Game is an integrated module within the Acuity contact center performance management platform.

[Posted by Peter DeHaan for Connections Magazine, a contact center publication from Peter DeHaan Publishing Inc.]

VoiceNation Releases Open Source Call Answering Software

VoiceNation recently launched their OpenAnswer call answering software. For the past fifteen years, VoiceNation has helped call centers navigate the waters of “going open source.” With the release of OpenAnswer, the call center industry will have a collaborative solution made freely available to the public.

OpenAnswer uses leading technology and open standards without the restrictions of binding contracts, so call centers can have complete control over their operations. This is the same software used at VoiceNation’s call center.

OpenAnswer is freely available to download, install, and modify. There are no licensing fees, and call center owners get unlimited seats and scalability in their call centers. Since it is open source, call center owners can share their code changes with the budding OpenAnswer user community.

“Agent stations will no longer cost thousands of dollars to deploy. Nor will call center owners be tied into vendor contracts. With OpenAnswer, call center owners get the flexibility they need without the one-size-fits-all software constraints,” said Jay Reeder, CEO.

For more information, visit www.voicenation.com/openanswer.

[Posted by Peter DeHaan for Connections Magazine, a contact center publication from Peter DeHaan Publishing Inc.]

Signius Announces Two New Directors

Signius Communications president and CEO William Robertshaw announced two major promotions. Chris Moschella has taken over as the new director of operations, while Chris Gronberg has become the company’s director of sales. Both men bring a substantial amount of industry experience and expertise to their new roles.

Mr. Moschella has been active in the telephone answering service industry since 1988, and his career to date has encompassed a diversity of responsibilities, including operations, IT, and sales. Mr. Gronberg has ten years’ experience in the call center industry, having served as national sales executive and national sales manager during this time.

Signius Communications supplies a broad array of contact center and answering services for clients across a wide spectrum of industries. Signius’ answering service provides 24-hour live agents to receive and manage incoming calls and emails, as well as multiple delivery options for relaying messages. The company’s call center service provides order entry, help desk, dealer locator, disaster backup and corporate hotlines, as well as credit card security breach, corporate product recall and direct TV support. Signius tailors all services to the individual needs of each client; bilingual agents are available.

[Posted by Peter DeHaan for Connections Magazine, a contact center publication from Peter DeHaan Publishing Inc.]