Amtelco announced the release of version 5.5 for their Intelligent Series (IS) suite of call center applications. Some of the new features include:

• Artificial Intelligence: Enhances the caller’s experience by utilizing machine learning to determine the optimal way to route calls based on prior call history. 
• Genesis Conference Bridge: Conveniently provide concurrent multi-party conferences and expands infinity conference bridge with additional features to increase the control moderators have over conferences.
• Speech Analytics: Provides a deeper analysis of call logs, including a transcript of the call and describing the overall tone of the caller.
• Call Tracker Charting: New user-friendly charts and graphs added to IS supervisor reports to track call center performance. 
• Expiring Licenses (for web agent connections): This feature can add web agent coverage during a holiday season or a special campaign.
• Spell Check Languages: Intelligent messaging scripts now support Dutch, French, and Spanish spell check dictionaries. 

“The latest version enhancements make call processing easier by speeding up the call process,” stated Tom Curtin, Amtelco president. “They improve the caller experience and help increase accuracy.”

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, 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.

Quality Contact Solutions, Inc, a leading outsource contact center and BPO company, received its SOC 2 Type 2 certification. 

This certification follows an extensive audit performed by A-Lign Assurance, a cybersecurity and compliance professional services firm. The audit confirms that Quality Contact Solutions’ information security practices, policies, procedures, and operations meet the SOC 2 standards for security, integrity, availability, privacy, and confidentiality. 

“Compliance has become an essential component for companies to create trusted relationships with clients,” said Angela Garfinkel, president and founder of Quality Contact Solutions. “Data security is critical in today’s business climate. Our clients can be confident that we are committed to and making every investment to establish and maintain the most stringent controls needed to ensure the highest level of security and compliance.” 

The SOC 2 Type 2 certification is an independent audit assessing internal controls involving security, availability, and confidentiality of the data processed on behalf of customers, as defined by the American Institute of Certified Public Accountants (AICPA) Trust Services Criteria. As part of the audit, Quality Contact Solutions demonstrated robust data protection policies and procedures, including data security, confidentiality, and availability of data to those that have permission to access it. 

A copy of the SOC 2 Type 2 report is available to clients and prospective clients upon request.

Since 2007, Quality Contact Solutions (QCS) has established itself as an industry leader in contact center and BPO solutions, including B2B and B2C programs. QCS offers many contact center and telemarketing services, including outsourced sales, upselling, cross-selling, surveys, lead generation, sales lead qualification, appointment setting, inside sales, technical support, and inbound customer service.

SA Hosted and Managed Solutions, a provider of virtual contact center services, announced that its Auto Dispatch module is ready for service. The new software is designed to streamline the entire dispatching process. Based on the client’s requirements, Auto Dispatch provides fast and error-free message delivery with the click of a single button.

“Auto Dispatch is a powerful tool for today’s answering service owners,” said Terri Paffile, SA Hosted senior manager. “Not only will they save the time their agents spend looking up instructions, but they will also save money by eliminating the need for extra agent resources.”

SA Hosted and Managed Solutions offers a full suite of customizable and affordable virtual contact center solutions. The company focuses on providing contact centers with the resources and technology they need to achieve the ideal customer experience, without a huge demand on their bottom line. By combining technology assets with the insight from their vertical partners, SA Hosted creates enterprise-wide solutions that maximize efficiency while minimizing development costs and capital investment.

Learn more at www.sahosted.com or email terri.paffile@sahosted.com.

Amtelco recently completed an expansion and remodel of their facility that had been under construction for the past year. The expansion allows for additional employee workspaces as they continue to grow and add new products and services to support their customers’ needs. 

“This expansion supports our mission as we continue to work together to provide industry-leading solutions backed by five-star support,” said Tom Curtin, president of Amtelco. “Customer support is a top priority. Our workforce has increased by 15 percent in the past year to keep up with the needs of our customers.”

A remodel of the old production space was commemorated as the Joe Everly Courtyard. Joe Everly, CEO, has been a familiar face at Amtelco for over forty years. Tom Curtin stated, “We are proud to honor Joe Everly’s hard work, guidance, and dedication.” 

Recognized as a Top Workplaces employer, Amtelco is known for treating their employees like family. In appreciation of their employees, the remodel included a wellness room, HR benefits room, and updated breakroom. 

Founded in 1976, Amtelco has a strong history in the telemessaging industry to provide communication solutions to the answering service and healthcare communications industry. Amtelco focuses on providing call center solutions that meet or exceed customer expectations, backed by top notch service and support. 

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.