Tag Archives: call center news

Amtelco miSecureMessages v6.7 Allows Personalization and Insight

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.

Amtelco

For more information about miSecureMessages, contact Amtelco at 800-356-9148, info@misecuremessages.com, or www.misecuremessages.com.

Amtelco Employee Awards Announced

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
Amtelco

For more information: 800-356-9148, info@amtelco.com, or www.callcenter.amtelco.com.

Genesis Emergency ACD and Park Line Pickup

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.

Amtelco

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

CECP Certification Earned by QCS Staff

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.

QCS Launches Division to Serve SMB Market

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. 

Stay Informed with miTeamWeb OnCall Widgets

Amtelco’s miTeamWeb Home page displays a variety of information, displayed in widgets. Widgets are useful applications that occupy a portion of a web page and provide information from other web locations. The miTeamWeb widgets provide information about directory listings, messages, status schedule, voice logs, and on-call schedules. If the system administrator has granted their users access to the layout settings, users can customize their Home page to display the widgets that are most useful to them.

The miTeamWeb OnCall widgets give users access to their on-call assignments, assign their own on-call assignments (or send on-call assignment requests to the schedule administrator), view on-call assignments for a specific day, week, or month, and show information about on-call assignments for selected roles.

Amtelco

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

Amtelco Offers Weekly Webinars

Amtelco conducts webinars every week to provide customers with up-to-the-minute solutions to their business needs. Many of the webinar topics were developed in collaboration with Amtelco customers. Some upcoming topics include:

Web Agent: Amtelco solution architect Kevin Mahoney and vice president of software Kevin Beale will introduce the new web agent console application.

Telescan R1—R10 Update: Join Bob Vornberg, Telescan director of product development, as he discusses the R1—R10 updates.

MiSecureMessages: Learn what’s new in version 6.7.

Migrating to Contact Architecture: Hear how to migrate to the Intelligent Series contact architecture platform.

Telescan Prism II: Join a discussion of the Prism II solution.

Introducing IS Genesis dashboard: Hear an introduction to the IS Genesis dashboard and its capabilities.

Social Media Monitoring Opportunities: Discuss the new IS social media monitor feature.

Agent Status Lights: Explanation of the agent status lights features for telephone agent, soft agent, and web agent.

Amtelco

For more information or to access these webinars, contact Amtelco at 800-356-9148 or webinars@amtelco.com.

Amtelco Releases IS Social Media Monitor

The Intelligent Series (IS) social media monitor translates popular social media posts, messages, and notifications into dispatch jobs that call center agents can manage on behalf of their clients. The social media monitor polls the client’s social media accounts for incoming activity and presents the resulting notifications to the IS server as MergeComm Web API triggers. The MergeComm triggers are presented to agents as dispatch jobs that can be scripted as needed in IS supervisor.

For Facebook interaction, the social media monitor can check a client’s account for keywords, inbound messages, comments about posts, shares of posts, and reactions to posts such as likes and other emoticon-based comments.

For Twitter interaction, the social media monitor can check a client’s account for keywords, inbound direct messages (DMs), replies to account tweets, and for likes, favorites, retweets, mentions, and other reactions to posts by the client.

Amtelco

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

Amtelco Introduces Text-Enabled Landlines

Amtelco’s Intelligence Series software and MergeComm platform integrate with Infinite Convergence Solution’s (ICS) text enabled number service to allow enterprises to send short message service (SMS) messages to their customers using existing and new landline numbers. Enterprises can use the same toll-free and landline numbers for their messaging and voice customer communication, providing a better user experience.

Amtelco

Amtelco partners with ICS to provide SMS aggregator services to send and receive SMS text messages using a secure web connection to the Internet. Amtelco customers that have already purchased ICS’s SMS aggregator services can text-enable landlines for no additional charge. ICS provides SMS messaging to landlines based on a per message fee. For more information about MergeComm, contact Amtelco at 800-356-9148 or info@amtelco.com.

Szeto Technologies Expands Their Leadership Team

Szeto Technologies is proud to announce two new additions to their team. Robert Bidewell and Garrett Bidewell will be joining the Szeto family as they expand and continue to grow. Robert and Garrett are no strangers to the industry and have both been involved with their family’s answering service from a young age. They bring over twenty years of collective experience as owners of several thriving answering services in Alberta, Canada.

Szeto Technologies

Robert will collaborate with the engineers bringing his experiences and know-how with telephony installations and technical skills. Garrett brings his strengths in marketing and business to the company. Szeto Technologies looks forward to working with these new team members and we welcome them to their family.