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 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.
more information about MergeComm, contact Amtelco at 800-356-9148 or email@example.com.
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.
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.
Genesis provides reporting on service level statistics for each agent ID, agent
ACD skill, agent skill group, and client account. There is also a service level
report grouped by interval. Service level reports include color-coded
indicators of thresholds that have not been met or exceeded. Benefits of these
reports for the call center include improved customer satisfaction and better business
Genesis service level report shows how well skill groups are handling calls
assigned to that group.
service level agents report shows how well individual agents are handling calls
assigned to them.
Genesis service level client report shows which client accounts received calls,
how many quick calls they received, and if a quick call was assigned. This
report groups the data by client number and provides visual warnings to show if
the agent answering for the client account reached the requirement settings
configured in the report parameters, including quick calls and minimum ring
Genesis service level interval report shows how well agents were handling calls
for a specific time interval.
For more information, contact Amtelco at 800-356-9148 or firstname.lastname@example.org
The International Customer Management Institute (ICMI) announced that Colette Carlson, human behavior expert, and Jay Baer, inspirational expert on marketing, word of mouth, and customer service, will deliver keynote addresses at ICMI Contact Center Connections 2019, formerly known as ICMI Contact Center Demo. Carlson’s address is “Many Communicate, Few Connect,” while Baer’s topic is “Hug Your Haters: How to Embrace Complaints and Connect with Your Customers.”
In addition, the event will host a lineup of thought leaders who will present educational and inspiring sessions that address the importance of creating high-quality connections with customers and internal teams. “With this year’s keynote lineup, our attendees will hear from experts who have mastered the skill of communication and building connections, providing our audience with strategies that leave a lasting impression on customers,” said Patty Caron, event director, ICMI.
Amtelco, a leading supplier of
communication technologies and software communications applications for more
than forty years, announced that its Genesis Intelligent Series solution is
compliant with key Avaya IX Workplace Calling solutions from Avaya, a global
leader in solutions that enhance and simplify communications and collaboration.
The Genesis software switching solution
provides the Intelligent Series applications with advanced software-based
telephony. Genesis provides an all-inclusive, enterprise-wide call center with
skills-based automatic call distribution (ACD), built-in speech recognition,
text to speech, and voice services to improve call routing and management.
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 operate in a virtual
server environment or in the cloud, enabling businesses to grow without adding
additional hardware, helping save time and money.
Intelligent Series release 5.3.6774 application is now compliance-tested
by Avaya for compatibility with Avaya IX Workplace
components Avaya Aura® Communication Manager 8.0 and Avaya
Aura Session Manager 8.0 via a SIP trunk.
OnviSource announced that an electric utility company successfully deployed OnviSource Inspecta feedback, notification, and response management software to intelligently automate outbound customer surveys and feedback, as well as cost-effectively manage customer notification and response related to critical service events and other general communications. The electric utility can better manage, measure, and improve customer engagement and the overall customer experience.
The utility company faced constraints on the number of notifications it could make in a given period, the length of time it required, the limitations of manual work, and the high cost of telecom services. Inspecta offered automation and management of surveys, notifications, and responses, as well as new telecom and VoIP-based technologies to reduce the telecom expenses and response time; while removing constraints on the number of notifications.
“Implementation of Inspecta in this application is another step toward attaining end-to-end customer experience management in the era of digital transformation that would give enterprises a holistic view of their interactions and customer service operations,” said Art Yri, chief technology officer at OnviSource. “Proactive outreach validates the trend in establishing customer satisfaction through automation and analysis of customer engagements, and by initiating communication with customers and garnering feedback to understand customer behavior and sentiment.
1979, Steve Michaels and his wife Chris have supported the industry selling
various products such as the ACI teleprinter system, the AVI training program, and
the DC 7 call management system, along with launching Connections Magazine. (Now published by Peter DeHaan.)
Recently the team has been one member short due to
cancer, but Chris is on the mend and should be back at her desk in June. TAS
Marketing sells six to ten businesses per year, now totaling almost 500
The 2014 Business Reference
entrepreneurs and business owners cites Steve Michaels as an industry expert
when it comes to valuing telephone answering services. The publication quotes Michaels
several times under the subsections of “Rules of Thumb,” “Pricing Tips,” and “Industry
As a service to the industry, Steve publishes a newsletter “TAS Tips” which contains all kinds of information including new services for sale.
Amtelco released version 4.2.0 of the miSecureMessages
secure messaging app, which businesses and healthcare enterprises use for
secure communications. Version 4.2.0 features enhanced functionality with Apple
Watch. Apple Watch Series 3 and 4 users with Watch OS 5 or later can read and
reply to secure messages. A new Apple Watch menu displays which accounts
contain new messages.
Amtelco’s President Tom Curtin stated, “We
are very excited to release this highly anticipated app update and would like
to thank our customers who enthusiastically volunteered their time to test the
update to ensure it would meet the needs of all of our customers. This new
version will greatly improve communications with their clients.”
Customers may update the app from their
iPhone’s App Store account. New documentation is available on Amtelco’s
The miSecureMessages Apple app provides secure messaging and paging services for iPhone, iPad, and iPod Touch. It receives notifications of secure messages sent from the miSecureMessages Web Service via the Apple Push Notification Service. Users can view, respond to, and initiate messages to other miSecureMessages users within their organization.
Amtelco announced Genesis Intelligent
Series (IS) web agent. The Genesis IS web agent application is a scalable
client application that makes any personal computer a professional telephone
agent station. The web agent integrates with both hard-wired legacy systems and
Session Initiation Protocol (SIP) based Voice over IP (VoIP) networks. The web agent
is an integral component of the Intelligent Series (IS) call center system.
The web agent application is a fully functioning
call handling application that performs directory searches, answer and transfer
of calls, scripted messaging, dispatching, and on-call handling all with the
portability of being accessible on a web browser.
The backbone of the web agent application is the Amtelco sandbox, a single-point-of-entry solution that enables agents to have available the most current information possible for processing calls and to bring each call to a quick resolution using that information. The sandbox search is a powerful search tool that allows you to perform actions such as directory searches, call transfers, and client account changes.
veteran Peter Lyle DeHaan released his insider’s guide to starting an answering
service on January 29. Titled How to
Start a Telephone Answering Service, the book concisely shares the
essential information needed for an entrepreneur to start an answering service.
Based on decades of industry experience and years of consulting, Peter DeHaan,
PhD, released this book as a service to the industry.
“Though I open the
book trying to talk people out of starting an answering service, if they decide
to proceed, I want them to do it right and not damage the industry by making
naïve mistakes,” said DeHaan. It’s a must read for anyone thinking about
getting into the answering service industry.
“When I consulted for the industry, people kept calling me to help them start an answering service. I repeated the same advice so often, that I eventually resorted to putting it online.” Since day one that website received steady traffic. Now, for the first time, that updated information is available in the convenience of a book. Available in paperback and ebook.