The latest Telescan Level 2 technical certification class was on October 20-23. The new on-line version of Level 2 brings a great set of benefits to Telescan Spectrum owners, including system and server knowledge, along with additional support discounts. Level 2 technical certification is available to all Level 1 certified Spectrum sites.

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

In August, Telescan distributed their second major update of 2014 to the Spectrum System. Included are enhancements to the handling of inbound SMS and email, enhancements to the secure delivery messaging feature, and a new Spectrum chart for analyzing targeted service levels and operator productivity. Overall there are sixteen enhancements, plus numerous smaller changes, and improvements to benefit Telescan users and their customers.

In other news, Telescan’s popular Level 1 Technical Training moved to the Internet in June. The TUNe/Telescan joint training program began in 2010 with classroom training. This summer’s two day on-line course had more than thirty attendees and a 100 percent pass rate for the Level 1 Certification exam on day three. Congratulations to the trainees.

Telescan announced the release of an enhancement to Spectrum Charts – a feature of the Spectrum system that enhances the ability to analyze system and agent performance. Agent labor cost is the single largest expense in the call center and these new charts, which are accessed via a Web browser, let Spectrum users schedule more precisely and quickly adjust staffing to meet call volume. Spectrum Charts also allows for more accurate agent evaluation and validates agent performance metrics.

According to Todd Kamp at Business Centers of Missouri, “Just in Beta testing we’ve identified multiple issues with the way we were staffing and operating. Now that I have this feature I know the exactly what the agents are doing or not doing.”

Spectrum Charts is one of many features included in the Spectrum system with software Release R1-14.

Telescan, a division of Amtelco, announced the release of Spectrum Dialer, a SIP-based outbound dialer that supports appointment reminders using imported CSV or Excel formatted call sheets.

Once the calls are made and the responses are gathered, Spectrum Dialer automatically emails a summary report to the client showing the results of each person’s confirmation request.

Spectrum Dialer is platform-independent, softswitch-based and works with any call center system.

With Spectrum Dialer call centers can offer customers a cost-effective tool for appointment reminders with the ability to automatically route calls back to the call center for rescheduled appointments or cancellations.

Tom Curtin, president of Amtelco, and Roger Young, president of Telescan, announced the promotion of Telescan’s Bob Zoellner to the position of general manager for Amtelco’s Telescan division in St. Louis, Missouri.

Zoellner has worked for Telescan for six years as technical services manager. In that position he handled technical services for customers and designed Telescan systems.

As General Manager of Telescan, Zoellner is in charge of day-to-day operations and working with the Wisconsin and Missouri offices to enhance and consolidate services. He is also continuing to work directly with customers to promote the products that meet their needs.

Telescan released Spectrum web appointment scheduler and notifications application. Offering convenient appointment handling closely ties clients to their call center. No third-party system is necessary, so the call center is in complete control.

The appointment scheduler programming is easy and handles the full range of appointment schedules including the most difficult protocols. Spectrum web appointment scheduler and notifications is completely web-enabled and includes real-time updates so there are no double bookings.