Tag Archives: Szeto Technologies

Vendor Profile: Szeto Technologies

Szeto Technologies has been a leading vendor of answering equipment and communication systems since 1986. As the industry has evolved extensively over the last thirty-two years, Szeto has continued to remain on the leading edge of technology in providing solutions in voice-plus data processing and telephone switching. Technology has certainly changed over time, but Szeto’s greatest strength has not changed—they continue to provide their customers with turnkey, customized communication systems to meet their client’s needs.Szeto Technologies recently added the capability of automatically handling the check-in and check-out procedures using satellite SPOT (satellite positioning and tracking) devices. Click To Tweet

Call Linx & SSS-100

Powered by Linux, Szeto’s Call Linx TAS system is built to be reliable, flexible, and user-friendly. Through the years, Call Linx has expanded add-on features to complement its traditional telephone answering service applications. In 2013 Szeto Technologies modified the generic Asterisk software and tailored it to be their Call Linx telephony switch, the SSS-100. This approach replaced their proprietary hardware strategy in their telephone switch and allows them to provide redundancy and reliability using virtual servers. Another advantage of adopting Asterisk is the freedom of having multiple technology suppliers.

The company’s latest wireless features secure text messaging for HIPAA compliance and employee safety monitoring for remote or isolated workers. The popularity of webchat has grown in the past years, and Szeto Technologies makes it easy to provide businesses with this feature, which was once available only to large corporations.

The story of Call Linx, SSS-100, and Linux is still evolving. The TAS service industry is striding into the future in full force. So is Szeto Technologies.

Secured Text Messaging App

Szeto’s secured mobile app ensures that messages transported via wireless mobile devices are secured for HIPAA compliance. This protects medical patient privacy and personal health information.

In conjunction with the Szeto-designed mobile app, the company also has special APIs (application program interfaces) designed to interface with third-party vendors such as TigerText, OnPage, eVigil, Qlig, Doc Halo, Secured Bridge, and Med Tunnel.

Employee Safety Monitoring

Employee safety is a concern for most employers. All employers are expected to take reasonable precautions to ensure the safety and the well-being of their employees. Workers in remote areas, unsupervised, working with dangerous equipment, or in hostile environments need assurance of their safety and well-being. Business owners must offer the workers additional means of security, by routinely monitoring their safety in the field.

Szeto’s employee safety monitoring provides preventive monitoring of employees working in potentially dangerous environments. In the event of an employee found in danger or requiring emergency help, the system will trigger a rescue procedure to alert the appropriate personnel for human intervention. Those who can benefit from such monitoring are organizations with workers in remote locations or dangerous environments, handlers of dangerous and hazardous materials (such as oil and gas field workers), maintenance crews in remote areas (electricity, telephone, antenna sites), employees vulnerable to possible hostilities (visiting nurses, social workers), and security guards.

Features include:

  • Automatic identification of current or next work location by satellite or mobile apps
  • Automatic detection of a worker-down situation
  • Check-in devices (telephone, SMS text, and mobile APP)
  • Alert methods (telephone, SMS text, email, and pager)
  • Time-stamped logs of transactions and activities
  • Web access to work team status

Szeto Technologies recently added the capability of automatically handling the check-in and check-out procedures using satellite SPOT (satellite positioning and tracking) devices. This monitoring equipment is a stand-alone system but can also be tailored to integrate with existing data equipment.

Web Chat

Web chat enables your operators to offer online help via text chat for people visiting your clients’ websites. Szeto has recently enhanced its web chat to be friendlier, including the option of displaying the agent’s picture. While large companies can have their own agents for web chat support, this may be too expensive for small- and medium-sized businesses. Szeto’s web chat gives call centers the opportunity to supply this feature to clients who can benefit from this opportunity.

SIP Service

Szeto Technologies has partnered with Pulsar 360 to offer SIP services to its customers. The company also recently developed software to directly interface with SIP services without relying on any third-party middle piece of conversion equipment. This eliminates a potential source of hardware failure and the necessity of providing spare parts, not to mention saving having to rent the equipment. If a customer already has the setup with gateway arrangements, they can continue with that approach.

Szeto TechnologiesFor additional information please contact Szeto at info@szeto.ca or 877-697-9386.

Szeto Technology Hires Ron Violante as Sales Rep

Szeto Technologies is pleased to welcome Ron Violante to its team. Ron has over thirty years’ experience in the call center industry as a sales representative. He is familiar with the requirements that are needed in this industry. He is already well known within the community with his knowledge and involvement in the answering service field. 

Szeto TechnologiesBased in Ohio, Ron will serve the industry, starting December 2017. Charles Szeto and his team welcome Ron to their family and wish him success in his new role.

Szeto Releases Asterisk-Based Smart Switch

Szeto TechnologiesSzeto Technologies has newly released its versatile and sophisticated smart telephony switch SSS-100 based on the Asterisk platform. This switch is fully compatible functionally with its predecessor VMS4500, acting as front-end equipment to Szeto’s Call Linx TAS system. Tightly integrated into the Call Linx software, the SSS-100 provides real-time redundancy backup. It is designed to be very robust, cost-effective, and scalable from a few channels to few hundred channels. The switch has many embedded standard features, including voice call logger, voice mail, and conferencing multi-channel SIP connections.

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

Szeto Releases Two Mobile Apps

Szeto TechnologiesTo protect medical patient privacy and personal health information among medical professionals and answering services and to enhance features of its product to better support its customers, Szeto Technologies has developed its own mobile app, “Central Secured,” to ensure messages transported via wireless mobile devices are secured for HIPAA compliance.

This mobile app feature is fully integrated into Szeto’s Call Linx TAS system. This service is also available to other call centers with different equipment platforms to ensure their messages are secured among end-users and the answering services, via an easy and simple API interface.

Complimentary to its traditional check-in, checkout procedures, Szeto Technologies has developed special mobile apps to enhance its efficiency and reliability, which includes the capability to automatically identify the whereabouts of the employee in danger and to determine a “man-down” situation with an instant alert of the “Emergency.”

The automatic employee safety-monitoring feature has been part of the Call Linx system from Szeto Technologies for many years to enable call centers to monitor the safety of employees working in unsupervised or dangerous environments. Employees are required to periodically check in during their work shift to confirm their safety. Missing check-in is interpreted as employee-in-trouble and will trigger an escalation procedure to alert the rescue team.

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

Szeto Technologies Secures SMS Messages

Szeto Technologies released Secured SMS Messages software, a security feature for deliveries of SMS text messages between mobile devices and Call Linx system. This feature ensures privacy and confidentiality in personal communications to comply with HIPAA requirements, which is essential for call center operations involved with medical professions.

Secured SMS Message in Szeto’s Call Linx TAS is programmable on a per account basis. Subscribers who have the service enabled will have their SMS text messages delivered in a secure fashion to their mobile data devices, such as iPhone, Android, and BlackBerry.

SMS texts messages are secured in both directions, outbound from Call Linx to the mobile devices and inbound replies from subscribers. The delivery process is automatic and transparent within Call Linx, all done without any human interventions.

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

LinxScheduler: Szeto’s New Workforce Management Software

Szeto introduces LinxScheduler, a powerful Web-based work tool that allows employers to schedule their staff according to need, availability, and capability.  Employers can forecast staffing needs based on historic data.  Details of each staff member’s number of work hours, work history, access level, availability, and salary can be easily accessed.  This information is helpful in determining a schedule where work hours are fairly divided among staff, while minimizing labor costs.

The Szeto team sought to design a workforce management program that was simple and efficient, while capable of generating detailed and projective reports.  Two goals were kept in mind: simplicity and detailed.  The LinxScheduler graphs are well illustrated and easy to understand.  Whatever information is needed, from last month’s busiest day, to how many hours an employee worked last week, or which employees to schedule when covering for a vacation, LinxScheduler will simplify the task.

Every call center has their individual variation of agent “skill levels.”  LinxScheduler allows users to customize their own definitions and levels to suit their business needs.  Although LinxScheduler was designed for Szeto’s Call Linx application, it can be interface with any platform.

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

Szeto’s Call Linx Offers Automatic Email Encryption

Szeto Technologies released “auto encryption” service, a security feature for deliveries of email messages in its Linux based Call Linx TAS system.  This feature is also in compliance with HIPAA requirements.  The ability of encrypting messages in the email delivery process ensures privacy and confidentiality.  This increases the level of security in online communications, and is especially essential for call center operations that are involved with medical professions.

Auto encryption in Szeto’s Call Linx TAS software is programmable on a per account basis.  All subscribers who have auto encryption enabled will have their email messages delivered in a secure fashion.  This same security also applies to email messages sent to voice/data mobile devices.

Encryption is completely automatic and transparent within “Call Linx.”  When sending email to subscribers who have the auto encryption service enabled, Call Linx will process the messages just as it normally does, but will automatically encrypt the messages before deliveries.  This is without any agent intervention.

Encryption and the certificate authority are based on industry standard specifications widely supported by popular email programs like Thunderbird and Outlook; service setup is via a user-friendly dialog box.

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

Call Scripting Enhancements From Szeto

Linx Scripting in the Szeto Call Linx TAS system has just become more pictorial and user-friendly, both for the agents who use it and for the programmers who design it.  For example:

  • Calendar Pop automatically pops up in every entry field where date/time entries are to be expected. This visual display will enhance the appearance and speed up the data entry process with one mouse click.
  • Spin Button with up-down arrow is available in all fields as selected by the script designer.  It provides easy selections and auto-fills option choices for the agents.
  • An Abbreviation element in the call script  (and multi-form processing) allows lengthy and difficult-to-spell phrases be represented by abbreviations.  Agents can optionally replace lengthy and difficult phrases with predetermined abbreviations, which are expanded to their original form in the final version with a single keystroke.
  • Stock Icons are additional attention grabbers. They can be used signal the existence of help lines, the importance of an entry field, or information that must be read. They are a quality assurance tool that minimizes errors.

These enhancements will be demonstrated at the CAM-X / WSTA convention in Las Vegas, October 3-6, 2010.

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

Szeto Announces Additional Switching Features in Call Linx TAS System

Szeto Technologies’s newest release of Call Linx TAS offers additional capabilities to increase income streams and operational efficiencies.  These are switching features in found in Two B Channel Transfer (TBCT) and in single-number call forwarding.

TBCT in PRI is now programmable either per client or per out-dial number.  Selection of the patching style can now be based on individual telephone numbers and according to individual subscriber’s preferences.  When call patching is conducted internally within the built-in digital switch, the call can be reverted to Call Linx TAS system.  When patching is conducted externally by utilizing the TBCT feature from the telephone central office, the call will not tie up the trunk lines.  This flexibility increases service offerings to clients.

Additionally, single-number call forwarding is enhanced to allow multiple redirections for the same call.  This enhancement identifies all the forwarding nodes when a call is chain-forwarded due to “no-answer,” “forward,” or “busy-forward.” before reaching the answering service.  This same feature can also identify calls from organizations, such as hospitals, whose calls are forwarded to the answering service via outbound calls from their in house PBX systems.

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