Tag Archives: Startel

Vendor Profile: Startel and Professional Teledata


Startel, Professional Teledata, Alston Tascom


In September 2017 Startel and Professional Teledata (PTD) merged with Alston Tascom (Tascom) to further expand product offerings, broaden markets, and enhance technical resources and expertise. Since then it’s been full speed ahead. Over the last several months, the combined company has unveiled a new unified brand and revamped website, launched new customer resources, welcomed a new chief customer officer, formed a unified product advisory board, and successfully completed a HIPAA assessment. These initiatives support the combined companies’ commitment to deliver greater value to their customers, employees, and the contact center industry.

Greater Value through a Unified Brand

Startel, PTD, and Tascom revealed their new unified brand and revamped website to users at their first combined user group conference in April.

The new branding follows Startel’s 2015 merger with PTD and 2017 merger with Tascom. The new brand is visually represented by uniting all three company logos and includes the addition of “Powered by Startel” to the PTD and Tascom logos.

In conjunction with the new visual branding, content previously found on three separate company websites is now located on a unified site: startel.com. The website includes all product information, a timeline of the combined companies’ history, and an overview of the three user groups.

Startel, PTD, and Tascom’s president and CEO, Brian Stewart, believes the new unified brand will go a long way to reinforce the company’s unity and communicate their efforts.

Greater Value through Unified Customer Service

Appointment of a New CCO: Startel, PTD, and Tascom proudly announced the addition of a new senior-level management position in May when Renita Dorty joined the company as chief customer officer (CCO). Dorty is responsible for all aspects of the company’s customer service strategies and will provide a comprehensive view of the user experience to create initiatives focused on maximizing customer retention, developing more efficient processes, and facilitating client communications.

Dorty has more than thirteen years of experience in the contact center and telephone answering service industry, most recently as the executive vice president of Nationwide Inbound Inc., a full-service customer contact center that provides telephone services and live customer support for businesses across North America.

Having worked with Dorty at Nationwide Inbound, Stewart knew that her unique qualifications made her the perfect fit for this new role. “She is a highly skilled management and operations professional and has a strong background in the customer service industry. We are thrilled to have her join the team at this exciting time in the development of the unified companies,” continued Stewart.

Since joining the team, Dorty has standardized the company’s process for call handling, implemented a new monthly Tech Tips newsletter for customers, and is leading the charge on unifying departments, projects, and procedures.

Launch of a New Marketing Resources Center: The combined company recently launched a Marketing Resources Center, making promotional materials available to its customers. The Marketing Resources Center is a web-based repository housing a variety of promotional videos, flyers, infographics, and user guides that can be branded for use by the companies’ clients to promote the solutions and services provided by their contact center.

The Marketing Resources Center came to fruition by request of customers. After receiving requests for assistance to help them sell their services and provide them with tools to assist them in doing so, Startel, PTD, and Tascom are thrilled to offer this needed and value-added service to all its customers.

Launch of a New Customer Portal: The combined company unveiled a new customer portal, The Customer Spot (TCS), at the user group conference in April. TCS allows Startel, PTD, and Tascom clients to open new support cases, track existing cases, and view the status of all cases associated with their account. Users can also access a knowledge base of product information, manage their account, and stay current on company and product updates.

Stewart believes that sharing the company’s resources and knowledge is the key to helping its customers achieve greater success with their software solutions. “Given the nature of the contact center industry and the fact that the company’s customers are located around the world, it is essential that we provide users with one central platform that they can access 24/7 at their convenience,” said Stewart.

Since its launch, several hundred Startel, PTD, and Tascom customers are now taking advantage of TCS. The company plans to further expand The Customer Spot’s self-service functionalities to ensure that its customers have everything they need to be successful.

Greater Value through a Unified Product Strategy

Startel, PTD, and Tascom have formed a unified Product Advisory Board (PAB) consisting of twelve individuals selected to represent each of the company’s respective user groups. The primary responsibility of PAB members is to provide input related to the combined company’s strategic product planning.

“Our vision of the PAB is to have customers share how they are using our products in the real world and for the company to share with PAB members our current plans and future directions,” said Stewart.

Startel, PTD, and Tascom are working with the unified PAB to help set future product direction. Feedback generated from the PAB will assist the company in building the next generation of products.

Greater Value through Unified Security Measures

In April, Startel and PTD successfully completed their HIPAA assessment. This marks Startel’s fourth and PTD’s first assessment for HIPAA compliance which reinforces the companies’ commitment to protecting consumer data and privacy.

SecurityMetrics, a global leader in data security and compliance, performed the third-party compliance assessment. Following an evaluation of Startel and PTD’s office locations, data centers, and software solutions, SecurityMetrics determined that the companies’ implemented policies and procedures fulfilled their obligations under HIPAA and HITECH. Both companies received scores of 100 percent for compliance posture of administrative, physical, and technical safeguards as well as organizational requirements. Next year’s HIPAA/HITECH assessment will include Tascom and its operating environment, data center, and solutions.

“HIPAA security and compliance are top priorities for us,” said Stewart. “We look forward to continuing to deliver contact center solutions and services that help our customers grow their business and safeguard electronic protected health information.”To provide greater value across the board to its customers, employees, and the contact center industry. Click To Tweet

What’s Next for the Combined Company?

In July, the company kicked off a four-part webinar series focusing on providing its users with an overview of the strengths and unique features of each company’s platform. Each presentation includes perspectives from users as well as product experts from the respective company. The fourth and final webinar of the series, which is scheduled for mid-September, focuses on what’s next as the companies continues to work together on a unified product roadmap. The theme of unification will carry on as the combined company delivers on its commitment to provide greater value across the board to its customers, employees, and the contact center industry.

StartelTo discover more about Startel, PTD, and Tascom solutions, visit www.startel.com or call 800-782-7835.

Startel and Professional Teledata Successfully Complete HIPAA Assessment

Irvine, CA—June 11, 2018—Startel and Professional Teledata, leading providers of contact center solutions, today announced that the companies successfully completed their Healthcare Insurance Portability and Accountability Act (HIPAA) assessment. This marks Startel’s fourth and Professional Teledata’s first assessment for HIPAA compliance and reinforces the companies’ commitment to protecting consumer data and privacy.

SecurityMetrics, a global leader in data security and compliance, performed the third-party compliance assessment. Following an evaluation of Startel and Professional Teledata’s office locations, data centers and software solutions, it was determined that the companies implemented policies and procedures to fulfill its obligations under HIPAA and Health Information Technology for Economic and Clinical Health Act (HITECH). Both companies received scores of 100 percent for compliance posture of administrative, physical and technical safeguards as well as organizational requirements.

“We are thrilled with this year’s compliance achievements,” said Startel, Professional Teledata and Alston Tascom President and CEO, Brian Stewart. “HIPAA security and compliance are top priorities for us. We look forward to continuing to deliver contact center solutions and services that help our customers grow their business and safeguard electronic protected health information.”

“Startel and Professional Teledata successfully implemented policies, procedures and safeguards designed to comply with HIPAA,” said Brand Barney, Senior HIPAA Security Analyst at SecurityMetrics. “Throughout the audit, we took into account the size, capabilities, cost and probability of risk when evaluating the security measures implemented by Startel and Professional Teledata.”

The full HIPAA report is available to customers upon request. The companies will also sign Business Associate Agreements with clients who require HIPAA compliance. Next year’s audit will include an assessment of Alston Tascom’s operating environment, data center and solutions.

StartelStartel, Professional Teledata and Alston Tascom are leading providers of unified communications, business process automation, and performance management solutions and services. With a combined ninety plus years of experience, the companies have established a loyal customer base in healthcare, contact centers and a dozen additional industries. Startel, Professional Teledata, and Alston Tascom leverage their unique solutions and industry knowledge to empower organizations to improve agent productivity, reduce operating costs and increase revenues. For more information, call 949.863.8776 or visit www.startel.com.

Startel Announces Unified Product Advisory Board

StartelStartel, Professional Teledata, and Alston Tascom announced the members of the company’s unified product advisory board (PAB). The twelve individuals selected represent each of the company’s three user groups: TeamSNUG, PINetwork, and TUG. Their primary responsibility is to provide input related to the company’s strategic product planning.

Startel, Professional Teledata, and Alston Tascom will work with the unified board to help set future product direction. Feedback generated from the PAB will assist the company in building the next generation of products. The following members will serve on the 2018–020 unified PAB:

  • Ryan Ambs, Ambs Call Center, Jackson, MI
  • Kevin Bachelder, Ansaphone Services, Quincy, MA
  • Luis Bedoya, Answering Service Care, Margate, FL
  • Matt Bogan, King’s Telemessaging, Shreveport, LA
  • Kristal Fye, Ace Answering Service, State College, PA
  • Ken Goldenberg, Direct Line Tele Response, Berkeley, CA
  • Jodi Gregory, Clementine, Harper Woods, MI
  • Peter Gross, Sunshine Communication Services, Inc, Coral Gables, FL
  • April Kasza, Allgood Communications, Inc., Pueblo, CO
  • Ray Shaw, Business & Professional Exchange, Beverly, MA
  • John Vaughn, Honest Answering, LLC, Houston, TX
  • Jeffrey Wood, Contact One Call Center, Tucson, AZ

“Our vision for the PAB is to have customers share how they are using our products in the real world and the three companies to share with PAB members our current plans and future directions,” said Brian Stewart, President and CEO of Startel, Professional Teledata, and Alston Tascom. “We are thrilled with the amount of interest we have had in this program and are very pleased with the members who have been selected to assist us in building our unified contact center platform.”

Overseeing the board is Wayne Scaggs, director of corporate strategy. The unified PAB will meet three times during the next twelve months.

Startel Announces New Chief Customer Officer

Startel, Professional Teledata, and Alston Tascom added a new senior-level management position to their leadership team. Effective immediately, Renita Dorty will begin the new role of Chief Customer Officer (CCO) for the three companies.

This new position will be responsible for all aspects of the companies’ customer service strategies and will provide a comprehensive view of the user experience to create initiatives focused on maximizing customer retention, developing more efficient processes, and facilitating client communications.

Dorty has thirteen years of experience in the contact center and telephone answering service (TAS) industry, most recently, as the executive vice president of Nationwide Inbound Inc., a full-service customer contact center that provides professional telephone services and live customer support for companies across North America and Canada.

In her role at Nationwide Inbound Inc., Dorty oversaw the growth of the company from a small telephone answering service to a contact center serving hundreds of companies representing over fifty industries. She is well-versed in all aspects of the contact center industry and has served as president of the Startel National User Group, TeamSNUG.

“I’m thrilled to welcome Renita to our senior management team,” said Brian Stewart, president and CEO of Startel, Professional Teledata, and Alston Tascom. “Renita is uniquely qualified for this new role. She is a highly skilled management and operations professional and has a strong background in the customer service industry. We are thrilled to have her join our team at this exciting time in the development of our unified companies.”

StartelStartel, Professional Teledata, and Alston Tascom provide unified communications, business process automation, and performance management solutions and services. The companies have a loyal customer base and use their solutions and industry knowledge to empower organizations to improve agent productivity, reduce operating costs, and increase revenues. For more information, call 949-863-8776.

Call Center Vendors Launch Marketing Resources Center

Startel, Professional Teledata, and Alston Tascom launched their new marketing resources center, making custom-branded promotional materials available to their customers. The marketing resources center is a web-based repository housing a variety of promotional videos, flyers, infographics, and user guides that can be branded for use by the companies’ clients to promote the solutions and services provided by their telephone answering service, call center, or contact center.

The digital collateral is designed to assist with promoting the key features and benefits of stand-alone solutions such as Secure Messaging Plus, Secure Messaging Gateway, IntelliSite Web Portal, The Payment Portal, and more. “We are excited to offer this needed and value-added service to our customers,” said Startel, Professional Teledata, and Alston Tascom president and CEO, Brian Stewart. “One of the requests that I have personally heard from our customers is for us to help them sell their services and to provide them with tools to assist them in doing so.” The marketing resources center can be accessed directly by visiting shop.startel.com.

StartelFor more information, call 949-863-8776 or visit www.startel.com

Startel, Professional Teledata, & Alston Tascom Unify Brand; Revamp Website

Startel, Professional Teledata, and Alston Tascom revealed their new unified brand to users of all three of the companies’ software platforms at their first combined user group conference in Denver, Colorado.

The new branding follows the 2015 merger of Startel and Professional Teledata and the subsequent September 2017 merger with Alston Tascom. These moves further expand the companies’ product offerings, broaden markets, and enhance technical resources and expertise.

The new brand is visually represented by uniting all three company logos and includes the addition of “Powered by Startel” to the Professional Teledata and Alston Tascom logos.

In conjunction with the new visual branding, content previously found on the three separate company websites is now located on a revamped and unified site, startel.com. The website includes all company product information, a timeline of the combined company history, an overview of the three user groups, and a newsroom of compiled press releases and news features.

The website also includes access to a new self-service customer portal called The Customer Spot, allowing clients of all three companies to open and track cases, access a knowledge base of product information, and order co-branded marketing resources.

Startel“We were thrilled to reveal the new branding to our clients at our first ever combined user group conference,” said Startel, Professional Teledata, and Alston Tascom President and CEO, Brian Stewart. “We have been making great strides working together as a unified company to enhance the user experience and improve our product offerings and services. This new look will go a long way to reinforce and communicate our efforts.”

Dan L’Heureux and Renita Dorty Receive Awards

Startel, Professional Teledata, and Alston Tascom recognized Dan L’Heureux and Renita Dorty during the companies’ first combined user group conference in Denver, Colorado. Dan L’Heureux is the recipient of the 2018 Allen Kalik Award and Renita Dorty is the recipient of the 2018 Don Berry Award of Excellence.

Allen Kalik Award

The Allen Kalik Award was implemented in 2011 after the passing of industry leader and Professional Teledata’s late president, Allen Kalik. Honoring Allen for his tremendous contributions to the telecommunications industry and the PInnacle Users Group (PIN), this award recognizes individuals whose dedication and leadership have led to the advancement of PIN.

“PIN would not be where it is today without Dan’s commitment and dedication to the group,” said Nate Gefvert, systems administrator of Towne Answering Service and the 2017 Allen Kalik Award recipient. “The merging of the three user group conferences has not been without challenges, but Dan has served as a bridge between the user groups and has helped guide us through the process. I have no doubt that as our community grows, Dan will continue to be an invaluable asset.”

L’Heureux has more than forty years’ experience in the industry. He has served as the executive director of both PIN and the Startel National User Group (SNUG) for fourteen years and twenty years, respectively. Previously, he was the president of A-Alpha, Incorporated from 1977-1997.

“I am humbled to accept this award and join past recipients who I have long admired and respected,” said L’Heureux. “Serving as the executive director of both PIN and SNUG has provided me with a rich network of friends, and the opportunity to stay connected to the TAS industry. With the addition of the Tascom Users Group, I am thrilled to see the three groups come together and happy to have played a role in this year’s combined conference.”

Don Berry Award of Excellence

The Don Berry Award of Excellence was created in memory of Startel’s founder, Don Berry. Individuals who receive this award exemplify excellence in the advancement of SNUG and its members.

“The quality I appreciate most about this year’s recipient is her sense of teamwork,” said John Carey, senior systems engineer of Startel and the 2017 Don Berry Award of Excellence recipient. “Renita is a great teammate but an even better team builder and leader. Our user group is stronger because of Renita and her contributions.”

Dorty served on the SNUG board from 2009-2013 and again from 2015-2018 in a variety of roles, including conference, and membership chairs. She also served as the president of SNUG from 2016-2017. Most recently, she led focus groups aimed to review product wishes and recommend enhancements of the Startel Contact Management Center.

“I am truly honored to receive this award and to be recognized among previous esteemed recipients,” said Dorty. “I have thoroughly enjoyed being a part of this incredible group and serving our membership.”

StartelStartel, Professional Teledata, and Alston Tascom leverage their solutions and industry knowledge to empower organizations to improve agent productivity, reduce operating costs, and increase revenues. For more information, call 949-863-8776 or visit www.startel.com.

Startel Launches Self-Service Customer Portal

Startel, Professional Teledata, and Alston Tascom launched The Customer Spot (TCS), a new self-service customer portal. TCS was unveiled during the companies’ first combined user group conference in Denver, Colorado.

From TCS, all technical documentation, including user guides, manuals, application and release notes, product information, and company updates can be accessed from one location. Customers can also use TCS to open support cases, track cases, and view the status of all cases associated with their account. Other key features include article and resource search capabilities, add notes to a support case, and account management.

“We believe that sharing our resources and knowledge is the key to helping our customers achieve greater success with our software solutions,” said Brian Stewart, chairman and CEO of Startel, Professional Teledata, and Alston Tascom. “Given the nature of our industry and the fact that our customers are located around the world, it is essential that we provide users with one central platform that they can access 24/7 at their convenience. We are thrilled to deliver The Customer Spot, and we plan to further expand its self-service functionalities to ensure our customers have everything they need to be successful.”

Startel, Professional Teledata, and Alston Tascom customers can request access by completing the online web form.

StartelStartel, Professional Teledata, and Alston Tascom are leading providers of unified communications, business process automation, and performance management solutions and services. They leverage their solutions and industry knowledge to empower organizations to improve agent productivity, reduce operating costs, and increase revenues. For more information, call 949-863-8776.

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.