Tag Archives: Telescan

Telescan Rolls Out Appointment Scheduler, Hosted Disaster Service

Telescan recently introduced their new Spectrum appointment scheduler, a Web-based program that helps teleservice customers organize their business schedules, staff availability, and allows call centers to make appointments 24/7.  The appointment scheduler does not have a monthly fee.  “Our Appointment Scheduler is not only easy to use, but saves money,” said Patty Anderson, Telescan’s director of sales and marketing.  “With Spectrum appointment scheduler we’ve eliminated the per-schedule cost by developing a scheduling program with a one-time purchase price.  This will bring back the profit in appointment scheduling.”

The Telescan’s Spectrum appointment scheduler:

  • Allows agents to take appointment requests 24/7
  • Maintains the customer database
  • Improves schedule utilization and avoids overbooking
  • Cancels and modifies appointments easily
  • Minimizes no-shows with email appointment reminders

Telescan will be demonstrating their new Spectrum appointment scheduler at the 2011 ATSI Convention and Expo.

In other news, Telescan has introduced a new disaster hosted service program to keep their users running, no matter what disaster might hit.  Telescan will have a hosted bank of users’ servers secured in a safe place.  In the event that one of Telescan’s users experience a disaster that takes down their equipment, they will be able to forward calls to the Telescan server and continue to operate, taking calls from the remote line with uninterrupted service.  Patty Anderson, Telescan’s director of sales and marketing said, “We can’t prevent disasters, but we can keep our customers running.”

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

Harold Holmes Joins Telescan

Harold Holmes joined Telescan as Applications Programmer.  Holmes comes from Lincoln Beach Software where he served as Lead Programmer at for 13 years.  Holmes developed dozens of retail products for Web developers and consumers.  His products have won many awards, and he has been recognized by industry leaders for his innovativeness.  Among Holmes’s many accomplishments is the development of the industry standard Portable Application Description (PAD) system that is used by developers worldwide to disseminate information about their software to vendors.  Recognizing his contributions to the industry, Holmes was inducted into the Association of Software Professionals Hall of Fame in 2008.

“Harold brings unique expertise to the Telescan development team,” said Patty Anderson, Telescan’s Director of Sales and Marketing.  “He will help Telescan remain an industry leader in technology by developing core products to meet the needs of the twenty-first century.”

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

Telescan Completes Level 2 Technical Certification

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Seven Telescan users recently completed the first ever level 2 technical certification on Telescan equipment.  The five day training was sponsored jointly by Telescan and TUNe and was held in St. Louis.  Receiving the certification was: Robbie Parnell, Chris and Debbie Bibber, Becky Retherford, Tom Slye, Chris Stauch, and Kelby Carlson.

“This was very intense training,” said Debbie Bibber.  Attendees learned about “telephony and how to deal with the phone company, wiring, and everything about our hardware and software.  I thought the level 1 training was helpful, but this program gave us enough technical knowledge to disassemble a system and re-assemble it again.”

Patty Anderson, Telescan’s director of sales and marketing said, “We plan on providing level 1 certification at least twice a year and level 2 certification at least once a year.  It is our goal to have one person at each Telescan user with one Level 2 Certified person.  To encourage the certification, we are offering a discount on customer service for users with a Level 2 person on staff.”  Telescan hopes to add a lab component to future level 2 training.

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

Telescan Joins with CenturiSoft to Introduce 2-Way Voice Messaging

Telescan has introduced the integration of automatic message delivery notification between Centuri Messenger and Telescan’s Spectrum.  This jointly developed software integration allows the Centuri system to notify Spectrum of the delivery of a message with a date and time stamp.  This new feature eliminates the need for call center agents to periodically check for message delivery, saving time and improving accuracy.

Marcy Hewlett, President of A Better Connection, was the test site for the new Telescan/CenturiSoft integration.  She said, “The marriage of Telescan’s Spectrum with CenturiSoft’s Centuri Messenger has been a blessing for us.  The automatic filing of messages that have been taken by our operators and delivered to our clients via voice dispatching has given both our clients and our dispatchers peace of mind.”

“We are excited to have Telescan further leverage the capabilities of the Centuri Messenger” stated John Pope, President of CenturiSoft.  “Now our clients who own both CenturiSoft and Spectrum benefit from this partnership with increased accuracy and saving time every day.”

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

Telescan’s Alert Response Becomes Alert MD

When Carolyn’s Communications Inc. was alerted to an opportunity from one of their biggest clients, they turned to Telescan to help turn the opportunity into new business.  The result was a new software program from Telescan, Alert MD.

A large pediatric client was concerned about their inability to handle the volume of business-hour calls so they contacted Carolyn’s Communications for help, which turn turned to Telescan.  The solution Telescan designed has become their newest product, Alert MD.

When a patient is on hold for more than two minutes at the doctor’s office, the call will automatically be transferred to Carolyn’s Communications.  The caller’s information is fed into the new interactive web program, Alert MD, where it is separated into departments such as triage or appointments.  Alert MD automatically forwards the information directly to the appropriate department.  This intuitive web interface can even track a call and response.

“With Alert MD, we were able to save our client from hiring two or three additional staffers and at the same time improve patient care,” said Kim Cotner of Carolyn’s Communications, Inc of Snellville, GA.

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

Telescan Rescues Funeral Home Clients

Any telemessaging business that serves funeral home clients knows how time consuming it is to update obituaries and memorials; it is also costly for clients.  Telescan has introduced a new software program that will change that, Spectrum funeral home manager, which allows the funeral homes’ staff to login and edit their message, adding necessary information on services and memorials.  This will reduce errors and make the call information more accurate by allowing funeral home staff to key in the pertinent information.

“This program was developed to allow Telescan users to improve services to their funeral home customers, and reduce the cost to these customers,” said Patty Anderson, Telescan’s director of sales.  “We are always listening to our users and developing new products that help their business and their clients.  This is one example of a product that came from our users ‘wish list’.”

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

Telescan Introduces Live Video Monitoring

At this year’s ATSI Convention, Telescan introduced new live video monitoring.  An addition to Telescan’s popular Spectrum Messenger, this innovation allows managers to monitor up to six locations at the same time.  Using either a local LAN or remotely, Spectrum video monitoring allows call centers to monitor any location, anywhere in the world as long as there is a web camera and Internet access.

Telescan’s Spectrum Messenger is a desktop-to-desktop real-time communications tool with a full range of creative options that is platform independent.  It is compatible with any windows platform and will operate on any TCP/IP-based local area network using IBM-compatible hardware.  The new live video monitoring component gives call centers another tool to manage more effectively and efficiently.  Video monitoring can be used to monitor remote agents to ensure HIPAA compliance.

Patty Anderson, Telescan’s Director of Sales said, “The new Spectrum Messenger video monitoring is an example of how Telescan has adapted and evolved our products around industry needs.  We are continuing to work on more new products with real-world application that will make life easier for our industry.”

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

Telescan Receives First ATSI Industry Standards Certification

ATSI (Association of TelesServices International) announced that Telescan is the first vendor to be certified under their Industry Standards Certification program.  Telescan’s Prism® switch and Telescan’s Data Manager have been certified.

ATSI’s goal in developing this certification process is to define and establish a core set of metrics that are universally accepted and adhered to by the vendors who support ATSI members.  ATSI hopes that by developing this set of metrics, their members will be able to compete for contracts via a leveled playing field and utilize a consistent set of terminology when communicating across platforms and vendors.

Nine metrics make up ATSI’s Standards Performance Measurements.  In order to facilitate these standards, Telescan has integrated these measurements into their system.  “By incorporating these nine ATSI metrics into our standard reports, we feel we have made the testing and standard comparisons easier for users,” said Patty Anderson, Director of Sales and Marketing.  “Telescan applauds ATSI’s effort in establishing a uniform measure of testing for industry vendors.  We hope it will make vendor comparisons easier.”

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

TUNe Hires Executive Director

Debbie Bibber, president of the Telescan Users Network (TUNe) announced the board decision to retain the services of Dan L’Heureux as executive director.  “I know we can make TUNe an excellent organization, “said Bibber, “and we are pleased to have been able to get Dan to help us.  For many years,” she continued, “TUNe has been run by volunteers and while that has gotten us to where we are, it’s time to move forward.  Our board made the decision based on various board members positive experiences in working with L’Heureux on other organization boards and his willingness to be flexible to our needs.”

TUNe is a user’s group for telemessaging call center owners that utilize the Telescan systems.  Telescan, LLC is based in St Louis and designs hardware and software solutions for the telemessaging industry, call centers, and answering services.

TUNe’s annual meeting will be held in St. Louis September 9-11, 2009 at the Lumiere Place Hotel & Casino.

For further information contact Dan L’Heureux 763-473-0210.

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

Telescan Offers ATSI Benefits to New Users

For a limited time, Telescan will be offering a free one-year membership to ATSI with the purchase of a Spectrum system.  In addition, Telescan will also be giving new users the ATSI Marketing Toolkit.

The ATSI Marketing Toolkit was designed to provide telemessaging businesses with effective marketing options and strategies designed to help their business grow.  The toolkit includes templates for direct mail, postcards, print ads, and presentations folders.

“We wanted to give new users something that will boost their business,” said Patty Anderson, director of sales and marketing, “and we think ATSI membership and the Marketing Toolkit can do just that.  I don’t know that any other company has ever made this offer.”

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