Tag Archives: Professional Teledata

Professional Teledata’s PInnacle Freedom Negates Weather’s Fury

Launched just one year ago, Professional Teledata’s hosted solution, PInnacle Freedom, has already proven itself, especially in light of the recent snowstorms and outages in the eastern US.  “We are excited about the success of our hosted product as a viable alternative for premise based equipment,” said Allen Kalik, president of Professional Teledata.  “As VoIP and carrier services continue to evolve, we are there at the forefront of that technology with the expertise and infrastructure to bring these advantages to our customers.”

The Freedom product includes PInnacle software licensing and use of hardware hosted in the Manchester, NH headquarters office of Professional Teledata.  DID or DNIS numbers are routed to the eOn eQueue switch, and call center staff can access the system using a high speed Internet connection 24×7.  Hosting has proven particularly effective in integrating multiple locations, as well as for relocations.

“With the recent weather issues in the east causing outages and transportation issues, the ability of Freedom offices to continue operation has really proved the effectiveness of hosted solutions,” said Dale Schafer, VP of engineering at Professional Teledata.

To learn more, contact at Karen Black 800-344-9944 x112 or kblack@proteledata.com.

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

Professional Teledata Announces PInnacle Enhancements

Professional Teledata announced the availability of enhancements for PInnacle customers with eQueue switches and all PInnacle Freedom customers.  ACD Monitor program, shows complete details for all calls in the ACD queue including: DNIS, ANI, client name and ID, and the current stage of call handling (such as pre-announce, ring, delay announce, or music-on-hold); agent information shows the agent mode (such as talking or working).

“These enhancements are helpful in measuring key performance indicators and providing tools for managing the call queues,” stated Alan Hartmann, vice president of Professional Teledata.  “In addition, these changes drive the newly announced real-time traffic statistics package.”

The ACD updates enable improved tracking of inbound traffic via the recently released real-time traffic statistics package, providing traffic data based on ACD route, time of day, day of week, client ID, or agent ID.

“This feature has been available since early 2009 for PInnacle customers with Millennium switches and we have been working to make it available for the balance of our users.  We’ve designed this to be compatible with the ATSI Industry Standard Certification Workbook,” added Hartmann.

Contact Karen Black at 800-344-9944 x112 or kblack@proteledata.com for more information.

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

Professional Teledata Client Goes Home With Cash

Kathleen Freeman of Advance Communications was the winner of Professional Teledata’s “Unlock Trapped Profitability” contest held at the ATSI convention.  Professional Teledata introduced the contest to illustrate how users of PInnacle Freedom, a fully hosted software solution, can free themselves of the burden of hardware and more importantly, improve cash flow.  Freeman’s guess that $209 was trapped in the box was the closest to the actual amount of $223 and she was delighted to take home the cash.

“I was so excited when my name was announced!  We’ve been a client of Professional Teledata for 23 years.  I really just took a wild guess and was thrilled to learn that I’d be going home with a little more than I came here with.”

“Our concept was quite simple,” stated Pat Kalik, Vice President of Professional Teledata.  “We really wanted to have a little fun with it and give show attendees an opportunity to win cash.  We thought it would be a better alternative to the traditional handouts at trade shows and felt that it really related to the product much better.”

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

Professional Teledata Launches PInnacle Freedom

Professional Teledata officially launched PInnacle Freedom, the newest addition to its comprehensive suite of technology solutions.  After eighteen months of development, it has the first clients on this new platform.

The Freedom product includes software licensing and use of the hardware that is hosted in the Manchester, NH headquarters office of Professional Teledata.  DID or DNIS numbers are routed to the Eon eQueue switch, and agents, managers, and administrators can take calls and access the system from any high speed Internet connection, 24×7, using the industry leading PInnacle scripting software.

“We are elated to bring this new product to the industry.  We’ve made a tremendous investment in the infrastructure to support this product, and also the time to integrate the solution in this hosted environment.  The initial clients are encouraged by the flexibility and affordability this option offers,” said Allen Kalik, President of Professional Teledata.

The pricing structure for the product can be likened to a leasing alternative, without the long-term commitment.  In addition, the product features built-in disaster recovery and the flexibility to easily expand or contract for fluctuations in business and/or seasonality.

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

Professional Teledata adds Product Forums to its Website

Professional Teledata announced the addition of a series of interactive product forums to its Website.  Continuing a website overhaul that began last spring, the Product Forums allow Professional Teledata’s customers to exchange ideas for efficient use of their products, interact with product developers and tech support specialists, browse FAQs (frequently asked questions), and download documentation.
“This is an important addition to our overall customer service environment, and demonstrates our commitment to provide the highest quality service possible,” said Pat Kalik, Vice President of Customer Service.

The Product Forums are open to all licensed owners of Professional Teledata’s, and are accessible via the “Product Forums” button on the web site, www.ProfessionalTeledata.com.

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

Professional Teledata Announces Supervisor Coaching Feature

Professional Teledata announced the supervisor coaching feature, available for all PInnacle systems.  The supervisor coaching feature allows supervisors to talk to online PInnacle operators directly through their headset without being heard by the calling party.  The feature is available from any telephone to any operator station.  At the touch of a button the supervisor can go from silent monitoring to offering advice, critique, or compliments while the conversation in engaged, and the caller cannot hear the supervisor.  If necessary, there is the added capability of “call barge” which  allows the supervisor or trainer to enter into the call.

The supervisor coaching feature works with both on-site and remote operators, using digital, analog, or VoIP telephones.  “With our PInnacle system we are always looking for new and inventive ways to make training easier and more effective,” explained Allen Kalik, president.  “The supervisor coaching feature is yet another innovative way to provide quality control and bring new operators up to speed quickly.”

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

Professional Teledata Announces SMS Text Messaging Integration

At the Fall P.I.N. meeting in Manchester, Professional Teledata announced that the latest release of its PInnacle Telemessaging System has complete SMS text messaging integration.

“Our users recently approached us about adding SMS text messaging to our PInnacle platform.  They cited their increasing frustration dealing with aging dial up paging terminals and the unreliability of emailing mobile devices, as compelling reasons to act immediately on this initiative,” said Jim Graham, Vice President of Development.  “We were pleased to be able to respond so quickly to our user’s requests with such a robust feature set.  As well as being able to send outbound messages to mobile devices via SMS text messaging, PInnacle is also able to process incoming SMS text messages when the recipient responds back to the agent who is dispatching via a SMS text message.  This cuts down significantly on ‘check-in calls,’ reducing labor and staffing levels.”

Allen Kalik, President of the company added, “The SMS text messaging integration gives the PInnacle user another tool to help streamline their business.  This new feature brings our product to a new level of automation, unmatched within the industry.”

PInnacle SMS includes a wireless GSM modem and all the software necessary to integrate two-way SMS messaging into PInnacle.

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

Professional Teledata Celebrates 25 Years in the Industry

“I am pleased to find ourselves reaching this milestone,” stated Alan Hartmann, Vice President of Professional Teledata.  “It doesn’t seem like that long ago when I attended my first ATSI Convention in Bal Harbor, Florida twenty five years ago.  The first Billing and Collections System aka BCS (and that has evolved into today’s Total Billing System or TBS) was signed that year and has seen so many advancements since then.  Tele-Data Systems was working on mini-computers the size of a small refrigerator, and the new ‘state-of-the-art’ personal computers came with a whopping 64k of memory and enormous dual 360k Byte floppies for storage,” joked Hartmann.

Allen Kalik, President of Professional Teledata added, “It’s amazing to see that our company has evolved so very much, and that we are still forward-thinking to this day.”

The industry too has seen its share of development and evolution.  Answering machines and voice mail posed a huge threat back in those days.  Today, new threats like disaster recovery force the industry innovators to keep moving forward.

“The industry has seen many shifts and turns, we’re so very proud that our company was built and continues to stand on such a strong foundation,” concluded Kalik.

So where were you 25 years ago?  Some interesting facts about 1983:

  • Africa, Total Eclipse of the Heart, and Do You Really Want to Hurt Me were all on the Billboard Top 10 List
  • Terms of Endearment swept the Academy Awards in the categories of Best Actress, Best Director, Best Picture, and Best Supporting Actor
  • The Washington Redskins beat the Miami Dolphins in the Super Bowl
  • The Supreme Court reaffirms its 1973 (Roe vs. Wade) Right to abortion
  • Lotus 1-2-3 is released for IBM PC compatible computers
  • The Olsen twins were not even born yet, neither was Miley Cyrus
  • The average cost of a new home was $89,800
  • The cost of a first-class stamp was $.20
  • The average cost of a gallon of gas was $1.24
  • Dale Schafer and Alan Hartmann still had hair

(Submitted by Diana Holland)

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