Tag Archives: Vendor Profiles

Vendor Profile – Startel


Startel, Professional Teledata, Alston Tascom

The Unification: Startel, Professional Teledata, and Alston Tascom

It was only two years ago when three companies with long, rich histories in the evolution of software for telephone answering services were united. Startel and Alston Tascom’s resumes go back to 1980, while Professional Teledata started in 1983.

Since the merger in September 2017, Startel, Professional Teledata (PTD), and Alston Tascom (Tascom) have expanded their product offerings and expertise. Here’s a look at some of their latest innovations.

Secure Messaging Gateway Powered by Startel

As messaging technology has grown and evolved, healthcare organizations have been presented with many secure messaging applications from a wide variety of providers. In some cases, a single organization may have multiple platforms used in various departments and locations.

The secure messaging gateway, powered by Startel, allows users to send and receive electronic protected healthcare information, or ePHI, to the most popular messaging providers—OnPage, TigerConnect, DocbookMD, Twistle, Mediprocity, DocHalo, pMD, HipLink, Telnyx, Imprivata, TelmedIQfrom one HIPAA-compliant application.

Startel's Secure Messaging Plus allows users to send and receive electronic protected healthcare information, or ePHI, to the most popular messaging providers. Click To Tweet

Secure Messaging Plus 

In today’s mobile and fast-paced world, the use of secure messaging applications has become the preferred channel of communication among business and institutional professionals as well as technicians in the field. It’s quicker, more efficient, and less invasive than a phone call. Because of that, Startel offers Secure Messaging Plus.

Accessible from the web or an application downloaded to one’s smartphone or tablet, Secure Messaging Plus (SM+) offers a secure, HIPAA-compliant way to safely exchange sensitive information via text. Users experience all the benefits of texting, but in a secure manner and environment. With Secure Messaging Plus, users can:

  • Maintain compliance: Stay HIPAA, GLBA, and SOX-compliant with messages and attachments that are encrypted in transit and at rest on devices using SM+ as well as on the servers which house the content prior to expiration. Startel also undergoes an extensive annual HIPAA audit to ensure it has met or exceeded compliance standards.
  • Control message expiration: Set messages to expire at a predetermined time or when marked as read or filed. Messages that do not have a defined expiration will expire within the originating subscriber’s default number of days, not to exceed thirty. This feature offers users an additional layer of security.
  • Send attachments: Securely send and receive attachments such as voice recordings, audio, and image attachments for better collaboration with colleagues. This is a key feature for physicians and staff to consult on patient files.
  • Track message status: Subscribers can know when a message from their device has been sent, viewed, read, and filed. Using SM+ in conjunction with the Startel CMC, messages and their content are fully tracked, archived, and encrypted. Administrative personnel can generate real-time reports based on several criteria, including duration of time and subscriber use.
  • Forwarding of messages: Prior to sending a message, users can indicate which messages can be forwarded. Administrators can also enable certain accounts to not allow message forwarding.
  • Group response and messaging. When replying to a group message, users can choose to reply directly, either only to the sender or to the entire group.

Flex Agent Interface 

Startel took their agent interface to the next level with Flex AI (FAI). This new design allows agents to process calls easily and quickly by allowing them to move vital information where they need it. Designed with dockable windows, FAI allows agents to take full advantage of large and multiple monitors. 

Startel recognizes the continued need for simplicity and efficiency within their community. Classic AI will still be available in future CMC versions to support the needs of those call centers who choose not to transition to FAI.

SS 2.0 Deployment

The Startel softswitch routes calls based on skill level, queue priority, and user-defined scenarios. In addition, it also provides real-time status of contact center activity via the Startel dashboard. The softswitch resides on a Linux server and uses software to route calls, eliminating the hardware needed in legacy switches and creating a more reliable platform with fewer points of failure. The softswitch includes Startel’s embedded voicemail and voice logger solutions, eliminating the need for separate servers and expensive cards for integration.

In Startel Softswitch 2.0, a new call return feature allows callers to opt out of a queue and request a callback when an agent is available. Upon the request, a call is generated to wait in queue. When the agent answers, the agent is asked if they will accept the callback call. If accepted, the agent is connected to an outdial attempt to the number left by the caller. If the agent does not accept, the call goes to another agent.

The Startel softswitch is more reliable, because it uses servers with redundant drives and power supplies, and there are fewer points of failure. A second softswitch server provides redundancy and disaster recovery for the switch, voicemail, and voice logger, and it can even deploy at a second location, giving additional options to enhance business continuity.

The dashboard gives an organization a real-time view of traffic and SLAs via a PC on the network, a remote PC, a smartphone, a tablet or even a large flat-screen TV mounted in the contact center.

Organizations now capture more accounts by offering services that their competition cannot. The Startel softswitch uses open architecture software protocols, which enables companies to develop integrations into third-party software.

Secure web access to voicemail, voice logger, and system dial plan provides easy access for programming and enables remote diagnostics, soft fixes, and software uploads.

The Startel softswitch is a native SIP platform, enabling the integration of SIP-trunking and utilizing the latest VoIP protocols while also allowing the use of analog, T-1, and PRI circuits as well.

TBS Payment Portal

ThePaymentPortal.com is a hosted, online, secure e-commerce site where a company’s accounts can access statements, view invoices, and pay bills at their convenience. It is an optional feature for Professional Teledata’s accounts receivable billing system, Total Billing Solution 3 (TBS3). The system requirements to run ThePaymentPortal.com are:

• Total Billing Solution version 3.1

• Advantage Database Server version 11.1

• An updated TBS3 license, one for each database

• A USAePay account for each TBS3 database to collect payments online

The Customer Spot 

The Customer Spot (TCS) is the self-service customer portal where Startel, Professional Teledata, and Alston Tascom users can create new cases, track existing cases, access the knowledge base for relevant company and product resources, and stay up to date with company news and announcements

Custom Branded Resource 

Need some marketing materials to help grow your brand? Startel has created a variety of marketing materials that they will brand for customers to grow their contact center, call center, or telephone answering service. This is possible because Startel knows they are not just a vendor to their customers—they are a valued partner. Startel recognizes that their customer’s success is tantamount to their own success.

What’s Next? 

Startel

Stay tuned for Project Nova and more exciting innovations from Startel.

OnviSource Vendor Profile


Onvisource

Evolution Timeline of OnviSource

Over the last ten years of conducting business, and after integrating three acquired companies, OnviSource has demonstrated a series of progressive product strategies and an evolving market position. Its journey started with the offering of workforce optimization (WFO) solutions, including call recording, quality assurance, screen capture, and teleservice/answering service CRM. 

With the introduction of speech and desktop analytics products, OnviSource later extended its market solutions to include customer experience management (CXM). In 2017, OnviSource further expanded its business strategy and product solutions to offer intelligent automation (IA) solutions to all major functions of any enterprise, including WFO, CXM, business process management (BPM), and enterprise content management (ECM).

Thus, the company’s digital transformation vision now extends to “intelligent automation everywhere.”

OnviSource’s IA solutions, called ia.Enterprise™, are powered by three essential innovations in artificial intelligence (AI), analytics, and robotic process automation (RPA). Using the company’s own AI engine and RPA, ia.Enterprise enables custom workflow solutions via a no-code platform with advanced, automated, and multichannel analytics. 

In order to broaden the use of ia.Enterprise solutions by plug-and-play users, customers who desire to create their own custom workflow solutions, or systems integrators, OnviSource delivers ia.Enterprise as packaged solutions (plug-and-play), custom workflow solutions (via a no-code service platform), or open API solutions (using a service platform for integration with third-party products).

OnviSource understands the complexity and challenge customers face when applying analytics and automation to their operation and generating a true return on investment (ROI) while meeting all aspects of their needs. Click To Tweet

Finally, all ia.Enterprise solutions are available as on-premise software, SaaS or cloud services, managed services, or any combination of these.

Essentials of Intelligent Automation (IA)

There are three major advanced technologies essential to delivering IA solutions. OnviSource empowers ia.Enterprise with all three technologies developed and owned by OnviSource. 

1. Artificial Intelligence: OnviSource’s AI technology, called iMachine™, offers machine learning and deep learning. OnviSource has used recurrent (or recursive) neural network algorithms, optimized by short-long-term memory, to form a computational, nonlinear model based on the neural structure of the brain that is able to learn to perform tasks such as classification, intent analysis, discoveries, prediction, and decision making just by considering examples and training data. As a result, iMachine powers ia.Enterprise solutions such as advanced analytics, intelligent virtual agent, and RPA.

2. Automated Multichannel Analytics: OnviSource’s advanced and multichannel analytics, called Intellecta™, utilizes iMachine to significantly increase its analytics power. It offers multichannel analysis by providing analytics for speech (audio), email, chat, desktop, and structured or unstructured documents. It also includes a decision-making engine to launch user-defined actions based on the results of its analysis, automating a variety of processes.

3. Robotic Process Automation: OnviSource’s process automation, called Automata™, delivers automation in desktop transactions, workflow automation, business process management, and real-time call routing. Intellecta and iMachine intelligently performs Automata’s process automation. 

OnviSource ia.Enterprise Solutions

Ia.Enterprise offers a broad range of solutions in WFO, CXM, BPM, and ECM. All ia.Enterprise solutions are offered as on-premise or cloud services.

OnviCom™ Teleservice Customer Engagement Management: OnviCom delivers an all-inclusive, next-generation, software-based, affordable teleservice solution. It provides a fully featured IP-PBX and business telephony system, interfacing with networks via PRI, T-1, VoIP, or SIP-trunking.

Its CRM offers teleservice applications such as answering service, dispatch, help desk, and multimedia messaging (email, fax, and SMS), as well as HIPAA-compliant secure messaging. It also offers call recording, screen capture, and agent quality assurance (QA). OnviCom fully integrates with OnviSource’s Intellecta analytics and Inspecta survey, notification, and response management. 

OnviForce™ WFO: OnviSource’s WFO suite of solutions offer multimedia capture, recording, and monitoring of calls and desktop screens. Users can record and monitor 100 percent of their calls, create custom reports, and automatically distribute recordings and information. They can also manage media files and recorded calls, remain PCI-compliant, and integrate with telecom products and telephony platforms. A final feature is QA evaluations. 

Intellecta Automated Multichannel Analytics: Intellecta can analyze multiple channels of speech (audio), email, chat, desktop, and structured or unstructured documents. It provides:

  • Multichannel, analytics-driven, and automated QA for 100 percent of calls, audio, chat, emails, and surveys
  • Compliance management
  • First-call resolution improvement
  • Big data management through transcription and topical categorization
  • Multichannel analytics and business intelligence delivering subject discovery, topical categorization, trend analysis, sentiment analytics and voice of customer, name entity recognition, and discovery of most-mentioned topics.
  • Automatic decision making and the launch of user-defined actions

Intellecta can interface with call recording systems from OnviSource or other vendors.

Inspecta™ Feedback, Survey, Notification, and Response Management: Inspecta provides enterprise feedback, customer surveys, notifications, and response management, including:

  • Enterprise feedback management for customers and employees
  • Automated notifications and response management
  • Deliver surveys and notifications through inbound, outbound, or blended channels, and as audio through IVR or web-based via SMS
  • Integrates with third-party products such as PBX, CRM, ERP
  • Notification and response management features include multi-brand and customized notification templates, scheduled and automated notifications, emergency override of notifications, analysis of responses, and the launch of user-defined actions

Liaa™ Intelligent Virtual Agent: Liaa uses iMachine and is an AI-driven, automated chatbot. It allows a significant reduction in payroll expenses, faster response and resolution times, and a reduction in employee stress and burnout. It is a self-learning system with unlimited and rapid access to knowledge, predictive and proactive support, and interaction via text or voice. Liaa increases the productivity of customer service teams.

When combined with Inspecta and Intellecta, Liaa provides a major differentiator due to its intrinsic AI model. An important aspect of an AI engine is its ability to learn through examples. Like the human brain, the more relevant examples provided to an AI engine and its learning machine, the better. This delivers a more intelligent performance.

Automata™ Process Automation: Automata provides automation in three major areas: real-time call routing, transaction and workflow automation, and RPA.

1. Automata Real-Time Call Routing: Automata adaptive, intelligent, real-time routing optimizes service routing by first capturing critical data from all entities engaged in the service routing. This includes network routing elements, ACDs, IVRs, PBXs, and service center capacity, skill sets, or capabilities. It analyzes these key performance indicators in real time using analytics and decision-making engines. This provides actionable knowledge on how and where to route the customer service request. Finally, it automatically routes the customer service request to the most optimized supplier of the service.

2. Automata Transaction and Workflow Automation: Automata DTA provides intelligent process automation for a variety of desktop transactions, including:

  • First-call resolution improvement
  • Regulatory compliance (PCI-DSS and sensitive data management)
  • Agent/employee work compliance
  • Transaction and workflow QA automation
  • Real-time critical event detection and notification
  • Automated coaching and next-best action
  • Sales and customer service improvement

3. Automata RPA: Automata RPA enables users to create their own custom solution workflows by offering a no-code platform called Orchestra™. Orchestra features a drag-and-drop interface that allows users to create their own custom workflows of applications. Using a broad range of services contained in ia.Enterprise service libraries, they can capture media and data from a variety of sources, unify, organize, and manage the big data, make data compliant to the business rules, analyze the data, make decisions, and launch actions.

Advantage Plus Program

OnviSource understands the complexity and challenge customers face when applying analytics and automation to their operation and generating a true return on investment (ROI) while meeting all aspects of their needs. To this point, OnviSource offers Advantage Plus, a customer-centric program consisting of free consultation, free proof-of-concept, flexible delivery model of solutions as on-premise software or cloud services, and free thirty-days operation assistance.

OnviSource Equipment Owners Association 

OnviSource

OnviSource is a proud sponsor of the OnviSource Equipment Owners (OEO) association user group. OEO members use OnviSource products and seek to strengthen their investment in OnviSource’s solutions in a true member-vendor partnership. This relationship continues to increase the company’s ability to serve its customers with their technology needs. OEO also sponsors training webinars and an annual association event.

Vendor Profile: Amtelco


Amtelco

Amtelco’s mission statement reads: “Working together to provide the very best communication product solutions, backed by the best support available. Listening closely to the needs of our customers provides the inspiration for Amtelco’s innovative solutions.”

Amtelco’s success can be attributed to several things. For more than forty-three years, Amtelco has been “on call,” developing reliable systems and applications backed by the company’s dedication to customer support. Amtelco has always been family-owned and managed through multiple generations who care for and understand their customers’ business.

This dedication is evident in the average length of service of Amtelco employees. Thirty-seven percent of the company’s 130 employees have been with Amtelco for more than fifteen years, and 17 percent have been with the company more than twenty years. In nine of Amtelco’s eleven departments, the average length of service is eleven or more years, and three departments have an average length of service of almost twenty years.

Listening closely to the needs of our customers provides the inspiration for Amtelco’s innovative solutions. Click To Tweet

What’s New at Amtelco

Genesis IS Web Agent

The Genesis IS web agent application is a scalable client app that makes any personal computer a professional telephone agent station. The web agent can integrate with both hardwired legacy systems and Session Initiation Protocol (SIP)-based Voice Over IP (VoIP) networks. The web agent is an integral component of the Intelligent Series (IS) call center system.

The web agent application is a fully functioning call handling application that performs directory searches, answer and transfer of calls, scripted messaging, dispatching, and on-call handling, all with the portability of being accessible from a web browser.

Preparing for Genesis

In response to the growing need for call centers to quickly have access to the newest Amtelco software features, Amtelco offers contracted services to help call centers get up-to-date with current technologies, assist with projects such as upgrading system software, and help with growth and future development.

To simplify the transition to Genesis soft switching, the Intelligent Series (IS) Transformer is a set of tools that transform information from external sources to the IS database and from the IS database to external destinations.

The IS Transformer Directory/Data tools create Intelligent Series directories using exported data from Infinity and other call center platforms. They also can be used to import data into IS scheduling applications.

Genesis IS Social Media

The Genesis IS social media monitor translates popular social media posts, messages, and notifications into IS dispatch jobs for agents to manage on behalf of clients.

The social media monitor polls the client’s social media accounts for incoming activity on the client accounts and then presents the resulting notifications to the IS server MergeComm web API triggers.

Genesis IS Predictive Intelligence

Predictive intelligence saves time by forecasting who is calling and why they are calling. On incoming calls, predictive intelligence checks its specialized database and uses the ANI to identify previous callers. When predictive intelligence finds a previous caller, it displays the caller’s information to the operator along with a drop-down list that shows the reasons this caller has called before, in order of frequency. Operators simply select the reason for the call from the list, thus saving time and helping to ensure error-free information.

MiSecureMessages

Businesses and healthcare enterprises who need to keep their communications secure use miSecureMessages. All kinds of businesses trust miSecureMessages for communication security. The secure messaging app sends encrypted text, photo, audio, and video content.

The miSecureMessages app has benefits for anyone using call centers for receptionist and messaging services to save time, increase efficiency, and improve security. It offers easy and encrypted messaging that’s perfect for small, medium, and large organizations. MiSecureMessages is an integral part of a complete secure messaging system from Amtelco. This streamlines communications by choosing the integrations that meet the specific needs of each call center team.

Version 4.2.0 features enhanced functionality with the Apple Watch. Apple Watch Series 3 and Series 4 users with Watch OS 5 or later can now read and reply to secure messages from their Apple Watch. Apple Watch now has an added menu that displays which accounts contain new messages.

Amtelco president Tom Curtin stated: “We are very excited to release this highly anticipated app update and would like to thank our customers who enthusiastically volunteered their time to test the update to ensure it would meet the needs of all of our customers. This new version will greatly improve business and healthcare communications for our customers.”

Customers using miSecureMessages may either manually or automatically update the app from their iPhone’s app store. New documentation is available on Amtelco’s TechHelper website for additional support.

The miSecureMessages Apple app provides secure messaging and paging services for iPhone, iPad, and iPod Touch. The miSecureMessages Apple app receives notification of secure messages sent from the miSecureMessages web service via the Apple Push Notification Service. Users can view, respond to, and initiate messages to other miSecureMessages users within an organization.

Amtelco

Amtelco’s five-star service includes the online TechHelper and resource library. By building one of the largest research and development and field engineering departments in the industry, Amtelco provides its customers with greater expertise and guidance on planning and building the latest technology into their call centers.

Vendor Profile: nSolve


nCall: Dedicated software solution for telephone answering service

nSolve is a developer of trusted call answering and message taking software for telephone answering services (TAS). In 1998 nSolve Ltd was founded with a mission to create outstanding software solutions.

Background

The original brief for nCall was to consolidate all the basic software requirements of an answering service while retaining the choice of phone system and third-party messaging services. As additional tools and features were commissioned by early adopters, it quickly became apparent that there was a need for a flexible yet affordable call-handling software product dedicated to the TAS industry.

The design philosophy of nSolve has always been to provide intuitive software programs that also offer advanced features allowing for business growth and customization. With this in mind, the nSolve team has continuously developed nCall over the past fifteen years, improving the core functionality and adapting to the ever-changing landscape of telecom technology. The result is a full-featured, easy-to-use application that is deployed by answering services large and small across the globe. nCall is very much the product of industry demand. It’s designed, created, and honed for the very specific needs of answering services the world over and kept at a reasonable price for businesses of all sizes. Click To Tweet

How Does nCall Work?

nCall is a client-server program that unifies the various components of an answering service and delivers them within a single user interface connecting to a central server. The nCall server can be installed on an ordinary PC, a dedicated Windows server, or hosted in a virtual environment.

Through TAPI telephone system integration or via VoIP handset connection, nCall pops the correct client information on-screen when the phone rings by identifying the number the caller dialed. This allows operators to answer the call immediately and with absolute professionalism.

When a call comes through, the user dashboard automatically displays the following information:

  • Client’s custom call greeting
  • Client’s description, contact details, and call handling preferences
  • Contacts associated to the client
  • Additional documents relevant to the client, such as booking forms, price lists, and calendars
  • Caller history, if client is a repeat caller

By clicking on an individual contact, you can then see their chosen call handling preferences and dedicated notes section.

Furthermore, each client and contact can have three preset, customizable call actions (presented as buttons) that operators can systematically choose from when handling the call. This system reduces operator agency and increases the efficiency of all calls answered.

More Than Just Answering Calls

nCall goes well beyond basic call handling with its powerful built-in messaging toolset, Message Centre. To manage all the possible preferences your clients may present, each contact in nCall can have an unlimited number of message actions that define how and when they receive their messages.

Using nCall’s process of “incoming call > call action > message > message action” is incredibly efficient, removing the need for elaborate call scripts that can be time consuming and difficult to modify without risk of error.

Easing the Pressure of Billing Runs

nCall administrators can create and define an unlimited number of billing schemes within nCall and then assign them to different clients. When configuring a scheme, users can choose between fixed, timed, or event-based charges that account for every situation. Each call, transfer, and message handled through nCall is automatically recorded against the relevant client.

Admins can then run detailed billing reports that can be saved as CSV files for uploading into your desired billing software package. With over fifty exportable fields, nCall can accommodate any billing requirements. This allows answering services to offer highly detailed packages without causing additional administration or calculation during billing runs.

Third-Party Integration

nSolve’s development team has integrated nCall with many hardware telephone systems, hosted PBXs, and IP handsets to permit answering services their choice of setup. Further integrations include secure messaging applications, PingMD and TigerText, as well as several established SMS providers, such as Twilio.

Building on nCall

nSolve has developed a suite of additional modules that can be easily added to bolster nCall, such as the smartphone app MyTAS, the full-featured API Server that allows for data to be pushed and pulled from the nCall database, and nCall’s built-in softphone, Buzz.

nCall also comes packaged with a custom form design application for advanced message taking as well as a host of administration tools. Admins will have everything available to them to run a profitable answering service, from call statistics to staff reminders and tasks.

Deploying nCall

nCall is suitable for both start-ups and established TASs that are using alternative software packages. The knowledgeable nSolve team has many years of experience transitioning answering services to nCall and welcomes any TAS business wanting to explore a new software solution.

The nSolve support team handles the installation, configuration, client data import, and phone system integration with nCall and then conducts a series of tests to ensure that all systems are running correctly.

The installation of nCall is a relatively straightforward procedure, but training operators is even simpler. Within fifteen minutes, new users can be answering calls and taking messages professionally. nSolve also provides full one-on-one administrator training, with advanced sessions available to get the absolute most out of nCall’s functionality.

Looking to the Future

The nSolve development team is currently enhancing nCall to allow optional deployment of the nCall server and database on a cloud-based solution. By running the nCall client locally on a Windows PC or laptop, operators will connect to a hosted server and seamlessly access the nCall database without a noticeable effect to the user experience. Hosting the nCall server database in the cloud provides the flexibility and mobility many modern businesses seek, without a dependence on web browser-based applications that can be marred by lengthy loading times and poor responsiveness.

nCall is very much the product of industry demand. It’s designed, created, and honed for the very specific needs of answering services the world over and kept at a reasonable price for businesses of all sizes.

nSolve

If you are ready to upgrade your system or want to save money on your existing software solution, contact nSolve now for further information at info@nsolve.com, 617-307-1737, or visit www.nsolve.com.

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.

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.

Vendor Profile: OnviSource


Onvisource


OnviSource’s mission is to empower enterprises and contact centers in their digital transformation. To do this, they offer cost effective, automated solutions in customer experience management (CXM), process automation, and self-service. This mission is the basis for OnviSource’s introduction of ia.Enterprise™, a comprehensive set of intelligently automated solutions to directly assist enterprises in their digital transformation. OnviSource’s breakthrough is solutions in intelligent automation (IA) using digital transformation strategies.

Digital Transformation

Enterprises strive to develop long-lasting, positive customer experiences with customers. However, enterprises face major challenges with today’s connected, mobile, and demanding customers. They have other options if they aren’t satisfied. Customers use multiple assisted or self-service channels, including phone, email, chat, website, and social media. They expect seamless, prompt, and quality service.

Improving productivity and reducing costs are major initiatives. The top three are customer satisfaction, productivity improvement, and self-service. To pursue these initiatives, companies must adopt a new strategy: digital transformation. This embodies major changes based on four fundamental transformations: developing a digital DNA culture, designing new business models, moving to data-driven processes and decision-making, and implementing emerging, digital technologies.

OnviSource’s ia.Enterprise empowers companies in their digital transformation by delivering cost-effective, comprehensive, automated solutions. It manages all customer touch points and engagement before, during, and after service, which delivers solutions for the top three service goals.OnviSource’s ia.Enterprise empowers companies in their digital transformation by delivering cost-effective, comprehensive, automated solutions. Click To Tweet

OnviSource ia.Enterprise Solutions

ia.Enterprise offers a broad range of solutions in customer experience management (AAIRR™, Intellecta™, Inspecta™, OnviCom™, and OnviForce™), automation (Automata™), and self-service (Liaa™).

Customer Experience Management

AAIRR (automated, adaptive, intelligent real-time routing) optimizes service routing by first automatically capturing all critical data from all entities engaged in the service routing. This includes network routing elements, ACDs, IVRs, PBXs, and service centers capacity, skill sets, or capabilities. It analyzes these key performance indicators in real time using advanced analytics and decision-making engines. This provides actionable knowledge on how and where to route the customer service request. Finally, it automatically routes the customer service request to the most optimized supplier of the service.

Intellecta lets companies intelligently unify and analyze 100 percent of data and media from all customer engagement channels. This includes calls, email, chat, surveys, and social media mentions. It then generates valuable information and actionable knowledge, followed by automatically making decisions and launching actions. The results assist enterprises to proactively improve customer interactions, agent performance, compliance management, and back-office transactions.

Powered by iMachine, Intellecta is an advanced set of voice intelligence engines, multichannel analytics, decision-making engines, and automation capabilities. Intellecta can interface with call recording systems from OnviSource or other vendors.

Inspecta provides all-inclusive, intelligent enterprise feedback management, powered by analytics and insightful reports. Inspecta’s capabilities include multichannel inbound-outbound communications; surveys, inquiries, and notifications; and analytics.

OnviCom delivers an all-inclusive, next-generation, software-based, affordable teleservice solutions. Applications include telephony, teleservice, answering service, dispatch, multimedia messaging (email, fax, and SMS), and HIPAA-compliant secure messaging. It also offers call recording, screen capture, and agent quality assurance. OnviCom fully integrates with Intellecta and Inspecta. It can interface to PRI, T1, VoIP, and SIP trunking. OnviCom can provide least cost routing and intermachine trunking to reduce telecom expenses.

OnviForce WFO and WFM: OnviSource’s workforce optimization (WFO) suite of solutions offer multimedia capture, recording, and monitoring of calls and desktop screens. Users can process 100 percent of their calls, create custom reports, and automatically distribute recordings and information. They can also manage media files and recorded calls, remain PCI-compliant, and integrate with telecom products and telephony platforms. A final feature is conducting quality assurance evaluations.

OnviSource’s next-generation workforce management (WFM), Persona™, uses information from multiple sources. These include calls, chat, email, and back-office workload. This prepares dynamic skill sets for optimized workforce scheduling. Persona offers a comprehensive set of features in forecasting and scheduling.

Automation

Automata provides intelligent process automation for a variety of enterprise tasks and functions. The result is a significant improvement in productivity and cost reduction. It also eliminates human error, latency in task completion, and process deficiency. Automata capabilities are robotic process automation, intelligent process automation, and workflow automation.

Self Service

Liaa is an AI-driven, automated chatbot (intelligent virtual agent). It allows a significant reduction in payroll expenses, faster response and resolution times, and a reduction in employee stress and burnout. It is a self-learning system with unlimited and rapid access to knowledge, predictive and proactive support, and interaction via text or voice. Liaa increases the productivity of customer service teams.

When combined with Inspecta and Intellecta, Liaa provides a major differentiator due to its intrinsic AI model. An important aspect of an AI engine is its ability to learn through examples. Like the human brain, the more relevant examples provided to an AI engine and its learning machine, the better. This delivers a more intelligent performance.

In most AI-driven products, relevant examples are manually prepared and fed to the AI engine. However, OnviSource offers an integrated environment. In this environment, the AI engines automatically and continuously receive relevant examples. These come from other parts of the OnviSource solutions that analyze customer engagement and customer interactions. Hence, they produce valuable and updated examples for the AI’s learning machine. This makes ia.Enterprise AI engines more intelligent in performing tasks.

ia.Enterprise Architecture

ia.Enterprise solutions require a powerful architecture. This supports advanced analytics, emerging technologies for visualization and reports, multimedia environments, and support for flexible delivery models of on-premise, SaaS/cloud, or hybrid solutions. There are four layers.

Layer 1—OnviCenter 8 Platform: OnviCenter 8 is an advanced software platform that can support the deployment of OnviSource’s new IA solutions for a broad range of enterprise and contact center functions related to CXM, automation, and self-service. It also supports and complies with the industry’s latest security measures, operating systems, user management, media players, browsers, LDAP, and database products. This enables users to tap advance technologies and security capabilities. It is highly scalable and can support the deployment of solutions as on-premise, cloud-based, or both.

Layer 2—Big Data: Layer 2 provides a broad range of functions to capture and manage big data. It interfaces and interacts with enterprise entities such as telecom systems, CRM, databases, and ERP applications. Next it captures and records in a multichannel format, such as call recording, screen capture, or interaction with Salesforce.com. Third, it unifies and organizes the data and media. Then it categorizes the data based on topics and other criteria. Lastly, it prepares and presents data to the next layer.

Layer 3—iMachine: OnviSource created the nucleus of intelligent automation, iMachine™, with an intrinsic AI capability. It consists of voice intelligence engines, advanced analytics, and AI-driven bots. It also has NLU and dialog management, plus an adaptive learning machine with decision-making engines. This powerful, all-inclusive intelligent automation nucleus is the core for all ia.Enterprise solutions.

Layer 4—Application: This layer offers a broad range of ia.Enterprise applications in CXM, automation, and self-service. This includes AAIRR, Intellecta, Inspecta, OnviCom, OnviForce, Automata, and Liaa.

Advantage Plus Program

OnviSource understands the complexity and challenge customers face when applying analytics and automation to their operation and generating true ROIs while meeting all aspects of their operational and business needs. To this point, OnviSource offers Advantage Plus, a customer-centric program for pre- and post-sale needs.

Pre-sale initiatives include free consultation, free proof-of-concept analyses to prove solution applicability and ROI, and a no-obligation expectation. Post-sale initiatives include a flexible delivery model and free thirty-day operation assistance.

OnviSource Equipment Owners Association

OnviSourceOnviSource is a proud sponsor of the OnviSource Equipment Owners (OEO) association user group. OEO members are users of OnviSource products. They seek to strengthen their investment in OnviSource’s solutions in a true member-vendor partnership. This relationship continues to strengthen the company’s ability to serve its customers with their technology needs. OEO also sponsors training webinars and an annual association event.

Vendor Profile: American Tel-A-Systems



American Tel-A-Systems, better known as Amtelco, focuses on providing call center solutions that meet or exceed customer expectations, backed by top-notch service and support. Millions of telephone calls and messages are processed every day by Amtelco systems and software in operation in all fifty of the United States and more than twenty foreign countries. By working closely with customers, Amtelco continues to develop innovative features and products to enhance experiences and boost profitability for their customers.

Partnering with Customers

Since the company’s founding in 1976, Amtelco has focused on working closely with customers to advance telecommunication solutions.

Amtelco works closely with both the National Amtelco Equipment Owners (NAEO) group and the Telescan User Network (TUNe) group to advance not only Amtelco and Telescan solutions but the industry as a whole. Both NAEO and TUNe meet annually to network with peers and collaborate with Amtelco and Telescan leaders and software developers. In addition to attending the annual meetings, Amtelco hosts webinars for both groups and participates in several committees, including the NAEO Future Direction Committee, which focuses on educating the members on industry trends and Amtelco software advancements for use by NAEO members.

The Future of Call Center Software

Genesis is the next generation of Amtelco’s Infinity automatic call distribution (ACD) and unified messaging system. Genesis is a software-only platform with the powerful features and benefits of the Intelligence Series (IS) and adds software-based switching, multichannel skills-based ACD, call logging, voicemail, and conferencing to provide a single software platform for all call center functions.

According to Theron J. Mossholder, member of NAEO’s board of directors and NAEO past president, “Genesis allows us to have a fully virtualized infrastructure giving us the ability to utilize AWS (Amazon Web Services) as our IaaS (infrastructure as a service). We no longer have the need for numerous physical servers on-site nor the needed IT staff to support those servers. Having the entire Intelligent Series and Genesis platform now virtualized in AWS, we have the full use of the AWS infrastructure, services and, most importantly, redundancy that we need as a 24/7/365 service provider.”

This all-inclusive call center software suite improves call routing and management, saves time with customizable reporting and audit functions, and enhances accountability with call logging and video capture. It also connects remote agents and simplifies on-call and workforce scheduling.

Cloud-Based and Virtual Call Center Technology

Call centers can take advantage of running Genesis in a virtual server environment or in the cloud. Virtual servers allow a call center to grow without adding additional hardware—saving time and money because there’s less equipment to buy and maintain. Large companies with multiple locations and call centers can run on a single virtual server located anywhere in the country—even if they all use different PBX telephone systems.

Cloud deployment moves the call center platform to a cloud provider such as Amazon or Microsoft. This shifts the responsibility for server management to the cloud provider.

Secure Text Messaging App

Amtelco provides secure messaging via smart devices with the miSecureMessages app. Regular SMS or text messages are stored on mobile devices and can be viewed by a third party. With miSecureMessages, encrypted messages aren’t stored on a person’s device. Unique passcodes, fingerprint access technology, and remote disabling are additional safety features.

Android and Apple mobile devices, as well as personal computers, can use miSecureMessages. Users can send text, photo, video, and audio files. There is also a voice-to-text mode, so a person can speak a message into their device and it automatically converts into text.

Bridging the Gap

MergeComm is an automated dispatch and systems integration engine that elevates the capabilities of the Intelligent Series by adding automation to become a bridge between technologies.

MergeComm reduces errors and saves labor by automating inbound message and outbound dispatch activities. MergeComm enables receiving inbound messages via email, web service API, SMS text message, TAP page, WCTP page, HL7 record from an EMR platform, and phone calls. It also automates outbound dispatching with automated retries, escalations, and dispatching for individuals and groups.

Complex Call Center Applications Made Simple

Simplification can have a big impact on the success and profitability of any business, but it has a significant impact on call centers, which are very labor-intensive. As time has progressed, the complexity of call center applications has grown and so has the time it takes to train agents and administer those applications.

Amtelco has identified four key call center areas that are simplified and streamlined with the help of Genesis:

  1. System and client administration
  2. Agent interface
  3. Web interface
  4. System maintenance

One of the benefits Genesis offers is the consolidation of system and client administration. Using an administrative process based entirely on Amtelco’s IS Supervisor allows all system software administration to be performed in a single application, eliminating confusion and repetitive data entry steps. This greatly reduces the time it takes to administer and activate new clients, generating revenue sooner than previously possible.

The agent interface used in Genesis is designed to be intuitive to minimize training, increase efficiency, and reduce errors. This is accomplished through a customizable presentation that is both keyboard- and mouse-friendly. Agents can connect to calls with a keyboard shortcut, the home screen can show any helpful tools and information, and the toolbar menu has quick access buttons for common functions.

Call center applications and data can extend beyond the call center with web and mobile interfaces. With its internet connections, Genesis provides a single point of access for all call center applications and data. This includes access to call recordings and screen captures, as well as the ability to view and initiate messages and access directories. It also provides the ability to update on-call schedules, perform status updates, and run reports. Users with smartphones and tablets can navigate the screens just as easily as desktop users. The presentation of data and applications can be tailored to each user with a customizable home screen layout of widgets. This provides each user with a streamlined interface, specific to their needs.

Genesis has an integrated event manager for monitoring and managing system events within IS Supervisor. All system events are available in the event manager, eliminating the need for a separate print capture-type application. Genesis also provides trunk configuration and diagnostics from within its configuration manager component of IS Supervisor. This allows access to troubleshooting information that previously was available only to Amtelco Field Engineering personnel via the Infinity diagnostic port.

Amtelco’s Commitment to Better Call Center Solutions

Amtelco’s revolutionary products continue to make a big impact on people’s lives. They are committed to continually improve their Intelligent Series to reduce complexity, streamline the agent interface, simplify system administration, and reduce maintenance overhead and costs.

AmtelcoFor more information go to callcenter.amtelco.com or email info@amtelco.com.

Vendor Profile: Szeto Technologies



Szeto Technologies is a manufacturer specializing in developing equipment for telephone switching and voice and data communication. For over thirty years it has provided technical solutions for the answering service industry to automate and enhance service offerings. Szeto Technologies develops equipment for telephone switching and voice and data communication. Click To Tweet

Open Source: Its latest products include the SSS-100 Call Linx, a Linux-based system with an internal built-in Asterisk telephone switch. Linux, being an open-source operating system, is reliable, secure, and constantly maintained by thousands of technical users worldwide. Its license-free availability makes this operating system very cost-effective.

Asterisk, being a Linux-based telephone switching software, harmoniously forms a natural bond with Call Linx with its internal built-in voice logger and VoIP SIP trunk capabilities. Szeto has integrated Asterisk software seamlessly with its Call Linx TAS system.

Innovative Solutions: Call Linx comprises local and remote work stations, which are connected to active, redundant servers via a computer network. Functions and features are always designed with an architecture that emphasizes redundancy, reliability, capability, and flexibility, the main criteria for a service-provider system.

As telephony, computer, and internet technologies evolve, Szeto relentlessly experiments and develops new features and functions for its products, as well as tools to help its customers stay ahead of their competitors. These capabilities help Szeto users streamline operations and diversify revenue streams. Sometimes they are custom-fit to a user’s specific requirements; other times they are separate modules that create new service offerings.

Szeto products offer turnkey solutions. Users of its equipment include a vast variety of industries: telephone answering services, call centers, radio-paging services, airlines, and the U. S. military.

Powerful Design: The Szeto Call Linx TAS system is designed with reliability, flexibility, and user-friendliness, where all human interface is conducted via graphical tables in window-style displays. All functions are easy to navigate. No command keys need to be remembered. Auto-fill technique keeps typing at a minimum.

Call Linx has many expanded features to reduce the stress in telephone answering, not only making the task pleasant and enjoyable, but most importantly minimizing errors and ensuring service reliability. Its fully integrated and versatile Linx scripting, OnCall reminder, and built-in appointment features, coupled with automatic “chain deliveries” and many automatic functions, form a powerful system.

Evolving Technology: The technology behind telephone answering services has changed in the past thirty years. While answering calls, taking messages, and delivering information continues to be the basic service offered, the nature of how this service is handled has changed considerably. Computer technology has given rise to service automation. The widely accessible internet has fueled market expansion.

The major characteristic of Szeto Technologies can be summed up in one word: customization.

Streamlined Operation: Call Linx provides many automatic functions to relieve operators from manual executions of routine functions. This is especially valuable during high rush-hour traffic. These functions are designed to improve work quality and reduce operator workload. Some examples are:

  • Automatic verification of call-forwarding lines and confirmation of forwarding calls
  • Automatic identification of subscriber calls to operators
  • Automatic telephone line audit to assure the phone lines are working properly
  • Automatic follow-up calls and reminders
  • Automatic inhibition of call recording during credit card entry

Call Linx also provides many automatic functions to facilitate call processing and message delivery efficiencies. It helps to decrease operator training time, minimize typing errors, and increase delivery accuracy. Some examples are:

  • Auto-fill for “repeat entry” in scripted processing
  • Auto-fill entries based on caller profile
  • Auto conditional call branching based on caller answer
  • Automatic selection of message recipient dynamically from on call lists
  • Automatic web launch
  • Order entry and nearest dealer locator

Secured Messaging: Information security and privacy has become a major concern to clients using answering services, especially for the medical professions with the need to ensure HIPAA compliance. Szeto Technologies offers bidirectional secured message mobile apps under a generic label (with a Szeto designed icon) or a private label (with a unique icon dedicated specifically to the call center).

Software for both options resides in the customer’s equipment and is solely owned by the call center. Key features include:

  • Bidirectional service operators-to-users and users-to-users among groups
  • Speedy operation coupled with cell battery conservation
  • User and operator reminders for unread messages after timeout
  • Message transactions logged for traceability
  • Mobile APP locked for added security
  • User-defined quantity and duration of message retention in the device
  • Personalized ringtone for certain models of cell phones
  • Multiple recipients and contact groups for message broadcast
  • Option for delayed message delivery
  • Note attachments with transmitted messages

To ensure the flexibility of services in the offering of secured-message service, Szeto Technologies also provides software interfaces to third-party providers (TigerText, OnPage, eVigil, DocHalo, and SecureBridge) via specially designed APIs (application program interface).

Summary: The digital communications and internet world is continuously developing new technologies and protocols. The engineering team at Szeto Technologies is committed to keeping their clients ahead in this ever-changing industry. Szeto firmly believes that every piece of equipment its customers use should be oriented to their unique business needs. All Szeto products are customizable and flexible. They are designed to be simple to use, smart in functions, and cost-effective.

Szeto TechnologiesFor additional information please contact them at info@szeto.ca or 877-MY-SZETO (877-697-9386).

Vendor Profile: Alston Tascom

Many years ago AT&T contracted with Alston to build a telephone answering system they could install in their central offices. Tascom built that system. However, the business portion of the deal fell through, so Alston had a system with no customers. They then decided to sell the Tascom system directly to end users. The first Tascom system was installed in 1980.

It was a thirty-two-seat Tascom redundant system, and for many years Tascom dominated the large system market. Tascom was the system most everyone wanted—it was considered the Cadillac of the industry. Today, Tascom’s largest system is over one hundred seats, far larger than the thirty-two seats in the early days. Call center systems are at the heart of the information age and will remain an intricate part of information distribution for small businesses for many years to come.Tascom technology goes beyond the systems that helped start the information age. Click To Tweet

Tascom technology goes beyond the systems that helped start the information age. All Tascom systems are a seamless design of Microsoft™ SQL database and Asterisk softswitch and have the following feature tools in common: http and native SIP connections for all system communication (trunk, operator, and internal), HIPAA compliance, monitoring of operators to train and improve callers’ experience, and client web to enable customers to manage their own accounts to the degree allowed, such as handling their own on-call schedule.

Tascom ADAM (Alston Developed Asterisk Machine) is their full-featured large premise-based system. One of the special things about ADAM is that the communication is accomplished through http, which makes configuration easy because the stations communicate to a web server. Their wallboard apps are web accessible, making it easy to see what ADAM is doing.

ADAM in its purest software configuration has only a LAN connection. Virtually everything is possible because it is all programmable.

Tascom-Express, also a premise-based system, is for answering services with a smaller client base that still want to provide top-tier service at prices affordable for small businesses. Tascom-Express has virtually everything the large ADAM system incorporates, with some space and size limitations (up to eight seats).

Tascom’s hosted system installed its first two clients in 2006 and continues to service numerous businesses in multiple states on their multi-tenant hosted platform. The hosted system is like a large office building that leases office space to businesses. In this case, the flexible Tascom hosted platform leases system space to call centers and tele-messaging businesses. The space is measured by the number of operator seats or workstations wanted.

The hosted system has all the essential features as their premises ADAM or Tascom-Express system, with a few restrictions that Tascom personnel perform for their clients due to access security. They have a true multi-tenant hosted platform; customers do not buy a system.

Tascom follows the same model as most other hosting industries, whereby the cost of the system is far less than a system purchase. They add their customer’s business to their robust hosted system and spread the cost of software, software licenses, hardware, secure datacenter, SIP ports (talk path or voice trunks), and technical expertise to all users so that the individual site cost is reduced.

Tascom’s cloud system is a single-tenant hosted system located in their secure datacenter and designed for larger businesses or clients that want to offer a wider array of services. Clients on the cloud have decided that they are much better at managing their business than managing a system, so more of their resources can be dedicated to their business.

In their cloud solution, each business has its own complete system. This is a proprietary system exclusively for Alston Tascom’s customers with special needs. Although users share the facility and their technical expertise, they do not share software, hardware, or SIP ports. Businesses on Tascom’s cloud system tend to be larger corporations that require greater access or special requirements that are not available on the hosted system.

When looking for a call management system, consider Tascom. Contact them at www.alstontascom.com, info@alstontascom.com, or 866-282-7266.

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