Tag Archives: Vendor Profiles

Vendor Profile: 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.


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: 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.


Vendor Profile: Startel & Professional Teledata – Delivering on the Promise

The goal of Startel/Professional Teledata (PTD) is to be a complete technology solution provider. CEO and president Bill Lane indicates that they are now the largest vendor in the TAS industry, but this is not what makes them different from other vendors. Startel/PTD sees itself as a partner to their customers. They work in concert with customers to build relevant, cost-effective, complete solutions with the goal of bringing technology to bear in increased profitability, efficiency, and enhanced experiences for their customers and their customers’ clients.

It all starts with innovation. The following are a few examples of how Startel/PTD continues to deliver superior technology solutions to its customers.

Technological Innovations

  • One hundred percent soft switch (released in 2009)
  • Cloud-based SMS solution
  • Open source soft switch
  • Utilization of the robust Microsoft SQL Server as the database repository within its contact management center (CMC)
  • Logical scripting software
  • HIPAA-compliant system validated through annual third-party audits
  • Interactive video monitoring software
  • Platform independent billing solution
  • Multi-tenant hosted solution with coast-to-coast high availability
  • Hosted solution housed in a SOC 2 Type II- and SOC 3 HIPAA/PCI-compliant data center

There are, and will be, many more innovations for Startel/PTD. Why does innovation matter? Because innovation makes their customers money, saves money, ensures compliance, or provides the confidence that their customers’ competitors are behind them, not ahead. The size of Startel/PTD’s growing research and development team results in a hastened pace of innovation. Increased innovation benefits their customers by delivering an ever-increasing number of new products, integrations, and technological capabilities that provide customers with an edge over their competitors. Another by-product of their ever-increasing research and development efforts is the technological advances it provides to their customers.

Integrations: Long ago Startel/PTD made a commitment to utilize standard APIs and protocols when building their 100 percent software solution. This makes it not only possible but relatively easy to integrate with customers’ critical third-party software. A major benefit of integrations for Startel/PTD customers is that they are able to more effectively accommodate their clients’ requests and thus provide them with the ability to acquire and retain more clients. Some of the integrations Startel/PTD have performed to date are Law Ruler, Amion, QGenda, Clinical Solutions, Parlance, Nuance, and dvsAnalytics.

The process of requesting integrations is open to all Startel/PTD customers. While Startel/PTD may not choose to perform every integration requested, they do promise to evaluate each opportunity fairly. Integrations that benefit the largest number of customers receive greater priority and are typically free, while integration services that are unique or benefit only a subset have less priority and minor fees.

Partnerships: Why are partnerships important? Because the savings Startel/PTD enjoys due to key third-party software and hardware partnerships enables them to offer their customers more cost-effective solutions than could otherwise be obtained. Just like any large retailer, volume purchases result in increased price concessions. Startel/PTD passes those cost savings on to their customers. Some of their partnerships include Microsoft, IBM, Cisco, Avaya, Lenovo, and Dell EMC.

Customer Feedback Mechanisms: A Listening Ear: In order to build a comprehensive technology solution, it’s necessary for Startel/PTD to listen to their customers. In an effort to do so, they have constructed an array of opportunities and platforms to gather as much quality feedback as possible regarding existing product enhancements as well as new product development.

Startel/PTD employs a product manager model similar to that which large corporations enlist to gather customer feedback. Product managers are customer facing with the goal of collecting, assimilating, and providing customer input to development resources within the organization. Product managers gather customer ideas and requirements through on-site visits, focus groups, alpha and beta testing, and a variety of other means. By tracking product enhancements, features, and functionality, they are able to prioritize each item and present them to the product review committee within Startel/PTD that ultimately decides development priorities.

This disciplined approach to product development serves Startel/PTD customers well. It maximizes the development effort by streamlining the process of customer feedback, batching the results, and efficiently communicating development needs to the software engineers who ultimately build the products. Other ways Startel/PTD lends a listening ear to customer issues and ideas include:

  • Regularly scheduled wish list meetings
  • Semiannual product advisory board meetings
  • “Ask Startel/PTD” sessions at annual user group meetings
  • Open “wish list” sessions at annual user group meetings
  • Dedicated customer experience director level positions
  • Customer site visits

Professional Research and Development Team: Startel/PTD claims the largest research and development team in the TAS industry, and the group is ever growing. Startel/PTD only hires about 5 percent of the software engineers they interview. Prior to becoming permanent members of the research and development team, each engineer undergoes prescreening grades, intense interviews, practical application tests, and a ninety-day trial period where they are assigned a small, individualized project to complete. Startel/PTD only hires and retains software engineers who love technology and exhibit potential for becoming architectural software engineers.

The result of this stringent hiring system is that Startel/PTD deploys software engineers who develop products from the ground up without the crutch of expensive third-party code libraries that often contain royalties and thus are more expensive to produce. By utilizing royalty-free software code based on open source wherever possible, Startel/PTD’s products are the most cost-effective on the market.

Software Assurance: Startel/PTD is committed to providing customers a cost-effective and complete technology solution. Eight years ago, they did away with the traditional pricing model and implemented comprehensive low-cost pricing of the Startel solution coupled with software assurance.

At the same time Startel/PTD introduced the concept of “core technology.” Any product deemed to be core technology – whether new or an enhancement of existing products – will cost nothing for customers who subscribe to their single support plan. An example of this is the new Startel auto-dialer launched in spring 2016 at the annual Startel National User Group (SNUG) meeting.

A completely new product, the auto-dialer was deemed a core technology because it did not require a separate infrastructure to support it. Therefore, by implementing simple comprehensive solution pricing and the core technology concept, Startel/PTD has reduced the total cost of ownership for its customers. This helps users keep more of their profits while at the same time providing them with more revenue generating opportunities.

Startel/PTD is successful today because they are technology savvy, listen to their customers, and build relevant and quality products. In addition, they have implemented an efficient and disciplined royalty-free product development process and are able to pass on volume-pricing concessions to their customers.

StartelTo discover more about what makes Startel/PTD solutions the best in the industry, visit www.startel.com or www.professionalteledata.com or contact your local Startel/PTD sales representative.

Vendor Profile on Szeto Technologies

Vendor Profile on Szeto Technologies

Szeto Technologies is a manufacturer that specializes in developing equipment for telephone switching and voice and data communication. For thirty years, Szeto has provided technical solutions for the teleservices industry to automate and enhance call center service offerings. Its latest product includes the SSS-100 Call Linx, a Linux-based system with an Asterisk telephone switch.

What is Linux? It is an open source, free computer operating system. Open source means it is reliable and secure, maintained by technical users worldwide. Free means it is license-free, which makes the use of this operating system cost-effective.

What is Asterisk? It is a Linux-based telephone switching software, originally built for simple phone systems. Its comes with a voice logger and a license for VoIP SIP (voice over internet protocol session initiation protocol) phone line capabilities.

Szeto products offer turnkey solutions. Users of its equipment include telephone answering services, call centers, radio paging services, airlines, and the US military. Szeto has integrated this software to function seamlessly with its Call Linx TAS system.

Call Linx Platform: Call Linx is comprised of local and remote workstations, connected to the servers via a computer network. Functions and features are always designed with an architecture that emphasizes redundancy, reliability, capability, and flexibility, which are the main criteria for a teleservice system.

As telephony, computer, and Internet technologies evolve, Szeto relentlessly experiments with and develops new features and functions for its products, providing 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 integrations to a user’s specific requirements; other times they are separate modules that create new service offerings.

Powered by Linux, Szeto’s SSS-100 Call Linx TAS system is built to be reliable, flexible, and user-friendly. Its call answer screen is window-based and graphical. All functions are easy to navigate. No command keys need to be remembered, and the auto-fill technique keeps typing at a minimum.

Call Linx has many expanded features to reduce the stress in processing calls, not only making the task pleasant and enjoyable, but most importantly minimizing errors and ensuring service reliability. Popular features like Linx Scripting, Linx OnCall, and Linx Appointment are all fully integrated. Coupled with automatic message delivery functionalities, it is a powerful system.

Industry technology has changed in the past thirty years. While answering calls, taking messages, and delivering messages continues to be the basic services offered, the nature of how these services are handled has changed considerably. Computer technology gives rise to service automation. The widely accessible Internet has fueled market expansion.

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

  • Automatic forwarded line check with automatic call-forward confirmation
  • Automatic identification of subscribers to operators
  • Automatic telephone line audit to assure 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 for the purpose of call processing and message delivery efficiencies. It helps to decrease operator-training time, minimize typing errors, and increase delivery accuracy. Some examples include:

  • 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

HIPAA-Compliant Secured Messaging: Information security and privacy has become a major concern to clients using call centers, especially for the medical professions. Szeto Technologies offers bidirectional secured messages in two fashions: generic label and private label. Generic label is identified on the phone by an app icon designed by Szeto Technologies, whereas private label is identified by a unique app name and an icon supplied by the call center service provider.

Software for both options resides in the customers’ equipment and is owned by the call center. Features include:

  • Bidirectional messaging between the teleservice company and subscribers and among individual subscribers
  • Speed and cell phone battery conservation
  • Reminds subscriber and operator if message delivered is not read after timeout
  • Messages read or deleted by the recipient are logged for traceability
  • Mobile APP can be locked to add security
  • User-defined quantity and duration of messages to be retained in the device
  • Personalized ring tone for certain models of cell phones
  • Allows multiple recipients and multiple personalized contact groups for message broadcast
  • Messages can be delivered later

As a tool to enable call centers to sign up new customers already subscribing to third-party secured messaging service, Szeto Technologies also provides interface software with third-party providers (such as TigerText, OnPage, eVigil, and DocHalo) via specially designed APIs (application program interface).

The Future: 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 steps 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 functionality, and cost-effective.

Learn more about Szeto Technologies at www.szeto.ca.

Vendor Profile: Alston Tascom

Alston Corporation started by building billing and test systems for the telephone companies in the mid-sixties. Then in the late 1970s, AT&T contracted with Alston to build a telephone answering system that they could install in their central offices. The system was built; however, the business portion of the deal fell through, so Alston had a system with no customers. Alston decided to sell the system direct, and Tascom’s first system was installed in 1980. It was a thirty-two-seat redundant system, and for many years Tascom dominated the large system market. Tascom was the system most everyone wanted, the Cadillac of the industry.

Today Tascom’s largest deployment is over one hundred seats, very different from that first system. Here’s a brief story from those early days: Remember when (before TSA checks) you could walk (or run) onto an airplane as they were closing the door . . . and your carry-on just had to fit somewhere on the airplane . . . and before the Internet, when data was transmitted over the telephone lines? Back then, one of our thirty-two-seat Tascom system’s main programming was corrupted. Engineering figured out the issues and dialed (over a telephone line) into the system to upload a new program. The engineers also needed someone on-site to complete the repair. One of their techs volunteered to go the next morning, and as a backup, was given a five-megabit disk drive platter (the size of a large pizza) with all the programs on it. The flight was from Ontario, California, to Seattle, Washington. The tech rented a car, drove to the client’s location, and was on-site before the upload, which was started the previous day, finished. Wow, has Tascom and its technology changed!

Telemessaging 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.

Today’s Tascom systems are a marvel, light years from 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 the caller’s experience, and client web to enable customers to manage their own accounts to the degree you allow, such as managing their own on call schedule.

Tascom’s top of the line ADAM (Alston Developed Asterisk Machine) is a full-featured premises-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. 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 telemessaging services with a smaller client base that still want to provide top-tier service at prices that are affordable to small businesses. Tascom-Express, offering up to eight seats, has most everything as ADAM, with some space and size limitations.

Tascom’s hosted system installed its first two customers in 2006 and continues to service numerous businesses in multiple states on a truly shared hosted platform. The hosted system is much like a large office building that leases out office space to businesses. In this case the flexible Tascom hosted platform leases system space to telemessaging businesses. The space is measured by the number of operator seats or workstations wanted.

The hosted system has most of the same features as the premise-based ADAM or Tascom-express system, with a few restrictions that Tascom personnel perform for clients due to access security. This is a true hosted platform: Users do not buy a system. This follows the same model as most other hosting industries, whereby the cost of the system is far less than a system purchase. Tascom adds users to the hosted system and is able to spread the cost of software, hardware, facilities, SIP ports, and technical expertise, so that the individual cost is reduced to each user.

Tascom’s new cloud system is also a hosted system located in Tascom’s computer center and designed for larger businesses. Clients on the cloud have decided that they are much better managing their telemessaging business than managing a system, so more of their resources can be dedicated to their business. In the cloud system, each business has its own complete system. This is a proprietary system exclusively for clients with special customer needs. Although they share the facility and technical expertise, they do not share software, hardware, or SIP ports. Businesses on Tascom’s cloud system tend to be larger businesses that require greater access or special requirements not available on the hosted system.

When you are looking for a telemessaging system, look at Tascom.

Vendor Spotlight on OnviSource

OnviSourceFor over ten years, and through progressive year-over-year profitability, stability, and growth in all areas, OnviSource has been providing solutions for contact centers, back offices, and IT organizations through software products, cloud services, and outsourcing solutions. The company continues to offer affordable solutions and contact center applications to optimize, automate, and unify customer interactions, business transactions, operational data, and various processes to improve overall productivity, assure compliances, and develop a positive customer experience.

OnviSource solutions are used by a well-established customer base in a wide range of industries. The company is recognized by industry analysts as a major contender, “hot vendor,” and pioneer in enterprise and contact center workforce optimization.

Company Vision: OnviSource views the market trends to rapidly move toward:

  • Offering contact center applications, teleservices, and enterprise-wide workforce optimization solutions that are more affordable. These solutions are web-based, all software, support mobility, fully merged, and integrated with other enterprise silos such as PBX, ACD, IVR, dialers, and CRM applications. They are available as capital purchase, cloud, or managed services.
  • Solutions delivering feature-rich and integrated capabilities in contact center and teleservice applications, workforce optimization (WFO), workforce management (WFM), and the emerging and in-demand customer experience management (CXM).
  • WFO, WFM, and CXM solutions powered by sophisticated automation provided through advanced technologies in multichannel, omni-channel, and cross-channel capture, unification, analytics, and decision-making engines.
  • Applications, productivity, compliances, and customer experiences are improved through 1) capturing, unifying, and analyzing all customer interactions media from all customer touch points, such as calls, emails, chat, social media, customer surveys, desktop transactions, and structured-unstructured documents; 2) capturing, unifying, and analyzing all customer service key operational data from all systems and entities engaged in delivering the service to customers, such as PBX, ACD, IVR, dialer, traffic routing, and contact center performance data; and 3) followed by sophisticated and cognitively driven decision-making engines using the outputs of the analytics for both customer interactions and operational data – making decisions, launching appropriate actions, and operating as continuous learning systems.

The realization of the above market trends and needs have been the drivers in OnviSource’s vision, strategies, and solutions offerings.

Advanced Multichannel and Enterprise-wide Solutions: To that end, OnviSource offers the multifaceted OnviCenter 7 suite, a broad range of advanced and affordable solutions:

  • Multichannel capture and monitoring of calls, desktop screens, social media, emails, text, chat, and data from systems engaged in providing customer service
  • Multichannel analytics for speech, desktop, text, and data, offering actionable knowledge and launching actions, as well as providing trend analysis and channel-agnostic insights through omni-channel and cross-channel analytics
  • A broad range of multichannel workforce optimization and workforce management (WFO/WFM) applications, including quality assurance (QA), automated and multichannel QA for 100 percent of captured media, PCI compliance, workflow automation, automated coaching, and FCR improvements.
  • Holistic customer experience management (CXM) and voice of customer (VoC) through the analysis of customer interactions at all touch points, as well as the unification and the analysis of the data from systems engaged in providing services.
  • Contact center applications, offered on premise or as cloud services, such as IP-PBX, ACD, IVR, dialers, multichannel agent desktop presentations and management, and analytics-driven service routing.

A key differentiator is the company’s customer service and advantage program, a free professional service in which OnviSource basically does all of the work to analyze specific needs and root causes, select a tailored solution, justify it, and implement it to properly work in each environment. OnviSource will even provide free pilot programs if necessary.

Next Generation Solutions for the Teleservices Industry: Announced last year, OnviCom offers a cost effective, end-to-end, and software only suite of integrated solutions in telephony platform and soft switch, customer interaction applications, teleservices, and answering services. OnviCom provides a unified solution ranging from network interfaces and IP-PBX to web-based teleservice and CRM applications. It also includes embedded workforce optimization, automation, and management solutions such as call recording, quality assurance, and multichannel analytics.

OnviCom’s end-to-end suite of products includes front-end capabilities, web-based applications, and back-end solutions.

Front-End Capabilities (OnviTel): OnviSource’s new OnviTel 2.0 is a next-gen, all software, PBX and call management solution and a cost-effective alternative to traditional systems. It is flexible, providing state-of-the-art PBX functions as premise-based equipment or as a cloud service. It is an ideal solution for controlling telecom costs for all users, both remote and local. It features:

  • VoIP-based and multichannel voice-data network interfaces
  • Fully-featured IP-PBX, auto-attendant, and IVR
  • Tiered voicemail for internal office use or use by enterprise clients
  • Intelligent call distribution and application-based call management

Web-Based Applications (TeleServ)

  • Web-based, easy to install-and-use applications in teleservices, answering service, emergency-dispatch, HIPAA-compliant secure messaging, and multimedia messaging
  • A framework in developing a variety of CIM (customer interaction management) and CRM applications

Back-End Solutions: OnviCom products can be acquired selectively and in discrete modules, or as a complete end-to-end environment. Seamlessly integrate, enhance, and transition OnviSource’s existing products to the new generation of capabilities, including:

  • Fully integrated workforce optimization, automation, and management, such as call recording, QA, multichannel analytics for calls, desktop, and social media, workforce scheduling, automated report generation, and distribution
  • Advanced operation continuity, replication, backup and recovery, archiving, and purging
  • A “cloud-ready” platform, providing capabilities such as IP-based technologies, security measures, web services, VMWare, and multi-tenant applications

Customer Lifecycle Assistance Service: OnviCare customer lifecycle assistance services are a key vendor differentiator and include the advantage program. The advantage program is a special service program assisting new and existing customers faced with complicated business issues. The advantage program is beneficial in helping customers with the challenges of selecting the right solutions, implementations, and ROI recognition of products and solutions to fit their specific needs. This includes complex solutions such as multichannel analytics and data mining through the provisioning of application analysis, ROI analysis, project planning, customization, pilot programs, and business continuity-assurance measures.

OnviSource has a strong focus on customer satisfaction and customer loyalty through a dedicated customer-centric focus consisting of fully empowered executives of the company. OnviSource’s customer support has enabled it to maintain high customer satisfaction resulting in an over 95 percent customer retention rate.

OnviSource Equipment Owners (OEO) Association: OnviSource continues to support, and is heavily involved in, its partnership with the OnviSource Equipment Owners (OEO) Association user group. This relationship continues to strengthen the company’s ability to better serve its customers with their specific technology needs, as well as sponsoring training webinars and an annual association event.

[From Connection MagazineJuly/August 2016]



Vendor Spotlight on Amtelco

AmtelcoFor forty years Amtelco has been a trusted name in systems and software for answering services, call centers, contact centers, healthcare organizations, educational institutions, executive suites, and third-party developers. Amtelco focuses on providing call center solutions that meet or exceed customer expectations backed by top-notch service and support.

Amtelco’s Intelligent Series (IS) provides the foundation for on-site and cloud-based call centers with scripted call-flow navigation and messaging; dynamic directory services with advanced automated dispatching; on-call, event, appointment, and workforce scheduling; systems integration with open APIs; and full-featured, event-driven monitoring and reporting.

The Intelligent Series builds on the advanced skills-based routing, voice processing, and call recording available with Amtelco’s award-winning Infinity platform, one of the most reliable call center systems on the market. The Infinity platform serves as the blueprint for Amtelco’s next-generation Genesis soft switch, which provides software-based call switching, voice processing, and call recording and eliminates the need for specialized hardware.

Founder Bill Curtin II and Amtelco have received more than thirty U.S. patents for telephony software, data-handling methodologies, and telephone-switching devices. Millions of telephone calls are processed every day by Amtelco systems and software in operation in all fifty of the United States and more than twenty foreign countries.

What’s New? Soft switching is an industry development that has been gaining momentum over the past few years. Amtelco has been an industry leader in switching with the work of its XDS division. Amtelco and its customers have been fortunate that the Infinity switching platform has been so reliable and has continued to advance with updates such as integral call recording with Unity logger, integral SIP trunking, and operator audio with the Amtelco XDS VoIP board.

Soft switching shifts the control and processing functions of the telephony away from telephony boards, such as the Amtelco XDS VoIP Board, to the computer CPU with software controlling the CPU. Soft switching still requires a computer to run the switching functions, but it offers advantages such as the ability to be virtualized since there are no specialized telephony boards installed in the computer.

Amtelco added soft switching to the Infinity IS with a module called Genesis. Genesis was first released in 2013 as part of the IS 4.1 release that is now running at nearly two hundred call centers. Genesis is tightly coupled with the advanced Intelligent Series applications and is administered within the IS supervisor application. This provides the ability to add Genesis soft switching to an existing Infinity IS installation to provide advanced call behaviors such as Smart-Paging, SmartCheckin, and MergeComm automated dispatching.

Anyone interested in soft switching and call center virtualization is encouraged to contact Amtelco for a demonstration. This is an exciting opportunity to enhance the services call centers provide and move into the future with advanced soft switching capabilities.

Emergency ACD for Backup: It’s important for every business to have a protection plan in place in the event of emergencies. The Genesis emergency ACD is an operational mode that takes effect if a Genesis client application, such as the Intelligent Series, is disconnected from Genesis. The emergency ACD ensures that calls are not dropped if the client application is lost.

In the event of business interruption due to telephone outages, lost power, or natural disasters, Amtelco now provides call centers with four tiers of hosted business continuity security and service to keep them up and running so they can provide continuous service to their clients. The platinum, gold, silver, and bronze levels each include faxing, email, and paging.

Spectrum Prism II: Prism II provides a powerful and flexible soft-switching solution for the Spectrum system, which has a record of service to the telephone answering service industry. Spectrum Prism II® is a modular replacement for the Spectrum Prism platform. The new Prism II is an entirely software-based switch built around Amtelco’s Genesis soft switching.

Prism II provides the option for a fully integrated voice logger as well as support for integrated voicemail. Enhancements to the scheduling Prism II provide a much more flexible approach to managing the scheduling of prescreening announcements. Prism II has no need for telephony boards, which gives it the ability to increase its call handling capacity without adding hardware. The absence of telephony boards also means lower maintenance costs and improved backup and recovery options.

Spectrum Prism II has benefits for call centers including:

  • Increase in call-handling capacity without adding hardware
  • Improved backup and recovery options
  • Superior audio quality and faster call setup
  • Routing flexibility to any outgoing signaling format or device
  • Powerful call-routing features by station, client group, and skill level
  • Real-time monitoring and activity logs

What Is miSecureMessages? Every business needs to maintain privacy for their clients’ and consumers’ personal data. For healthcare organizations, securing patient information is required by HIPAA and HITECH regulations. By encrypting information, miSecureMessages (MSM) helps ensure that data remains confidential.

Amtelco works with call center partners to help them market MSM to their clients. Amtelco provides a package of marketing materials for MSM-certified partners. MSM-certified partners also are featured on the MSM website, miSecureMessages.com. The miSecureMessages-certified partner program includes more than 150 partners.

New Website Designed to Provide Solutions: Amtelco’s call center division has a new website designed to make it easy to find specific solutions for every call center of every size and market focus. Visit callcenter.amtelco.com.

[From Connection MagazineMay/June 2016]

Vendor Profile: Professional Teledata

On September 2, 2015, Professional Teledata and Startel Corporation announced that the two companies had merged. While news of the merger may have come as a surprise to the telephone answering service industry, it was a natural fit for two of the industry’s leading providers.

From the Beginning: Allen Kalik, Pat Kalik, Jim Graham, and Dale Schafer started Professional Inbound in the early 1990s. The first PI-2000 Order Entry system was delivered soon after at the 1993 ATSI Convention in Chicago, where it made an instant impact on the industry. Within a few years, there were more than a hundred PI-2000 systems across North America, and Professional Inbound had over four hundred employees.

At this same time Alan Hartmann was developing the B/CS billing program – predecessor to today’s Total Billing System (TBS) – with his team at Tele-Data Systems. In addition to the billing system, Tele-Data Systems also created waves in the industry in the early 1990s with the introduction of the Fax Message Delivery System (FMDS). In the years that followed, more than four hundred billing systems and six hundred FMDS systems were installed across four continents.

In 1997 Professional Inbound and Tele-Data Systems merged to create Professional Teledata. Since the merger, and with the success of their existing and new solutions (including the PInnacle TAS platform, PI-2000 Order Entry system, FMDS, TBS, and the PInnacle Freedom hosted platform), Professional Teledata has evolved into an industry leader. Since then they have successfully attracted high-quality, committed professionals and invested in their training, development, and growth. As a result the company has experienced steady growth over the past several decades.

For its part Startel has been providing telephone answering services, contact centers, government agencies, healthcare systems, insurance, and utility companies with contact center solutions and services since 1980. Their customers depend on Startel’s services and solutions, including the Contact Management Center and the Startel soft switch, to increase business efficiencies, identify performance opportunities, and deliver quick and secure communications 24/7. Today Startel has customers in forty-three states in the United States as well as in Canada, New Zealand, and Switzerland.

In 1985 Tele-Data Systems and Startel began serving many of the same telephone answering service customers when users of the Startel platform began utilizing Tele-Data System’s B/CS billing solution. Thirty years later Professional Teledata and Startel have officially combined to create a larger, stronger, more diversified company with a broader array of products and services.

How You Benefit: Professional Teledata and Startel believe this merger is a win-win for both organizations, as well as for their combined customer base and the entire industry. While this sounds great, you’re probably asking, “How does this merger benefit me? Why do I care?” Here are some reasons why:

1) Expanded and More Comprehensive Solution Offerings: The synergy of joining forces expands the combined company’s product offerings. It also allows them to go after broader markets and better challenge their competitors, forcing everyone to step up their game. While Professional Teledata and Startel intend to continue to support each company’s respective products, services, and software, users of each company’s premise-based and hosted platforms will soon be able to benefit from:

  • Commercial Grade SMS: Professional Teledata is taking advantage of Startel’s commercial grade SMS solution to offer its users a new SMS solution developed specifically for high-volume, high-availability usage. Throughput and availability are achieved by maintaining direct connections to major wireless carriers, not subject to rate limits, monthly usage thresholds, or cell towers. Instead users can easily and reliably exchange messages each month without worrying about service interruptions or rate limiting. This allows you to focus on growing your business, not managing your SMS provider. Other benefits of Professional Teledata’s new SMS solution are complete mobility, ease of use and implementation, and lower total cost of ownership for comparable services.
  • Coast-to-Coast Disaster Recovery: Each company’s hosted platforms are being replicated to provide users with coast-to-coast disaster recovery. By replicating their hosted systems, the companies will be able to ensure greater resiliency and reliability.
  • Tighter Integrations: With the combined development resources of both companies, Startel users now can expect to see a tighter integration with the TBS billing system. In turn, Professional Teledata users will soon benefit from integration with Startel’s Soft Fax solution and will be able to use virtualized fax servers.

2) Best-in-Class Service: Delivering the best service experience in the business is the objective of the new merger. Professional Teledata and Startel are fully committed to taking customer service to the next level and have already made strides with some recent changes:

  • In October Professional Teledata promoted Mike Antognetti, a tech support specialist, to technical support manager. This well-earned promotion will result in even better service for Professional Teledata customers as Mike implements his vision across the entire spectrum of Professional Teledata product lines.
  • Cross training of each company’s respective products kicked off for employees in November.
  • Starting in 2016 new customers that migrate from competing platforms to Professional Teledata’s PInnacle and Startel’s Contact Management Center systems will benefit from free data conversion services from both companies.

The combined company looks forward to expanding its customer service availability. With offices located in Irvine, California, and Manchester, New Hampshire, customers can look forward to greater service availability.

3) Tenured Management Team: Combining companies adds a breadth of knowledge and experience to the senior management team. The new team, which collectively has over 117 years of industry experience, is made up of Pat Kalik (director of customer relations and director of New Hampshire HR), Alan Hartmann (director of software development), James Graham (director of special operations), William Lane (president and CEO), Georgia Thompson (controller), Margaret Lally (senior director of operations and technical services), and Rachel Sauerbrey (director of marketing). Lane oversees the senior management team as well as the combined company as president and CEO.

What’s Next? Professional Teledata and Startel are working hard to combine the innovation, development, and operational excellence of both companies for the betterment of its users as well as the marketplace. Together the companies look forward to providing new products and services in the future.

[From Connection Magazine – January/February 2016]

Szeto Technologies: Proud to Be Part of the Industry Evolution

Szeto TechnologiesThe technology behind call centers has evolved in leaps and bounds in the past twenty to thirty years. While answering calls, taking messages, and delivering messages continues to be the basic services offered by the teleservices industry, the nature of how these services are handled has changed considerably. Computer technology has given rise to service automation. The widely accessible Internet has fueled market expansion.

Szeto Technologies Inc. has continued to ride the waves of this technology evolution. They have been an industry technology vendor for close to thirty years. Their product includes the SSS-100 TAS system that automates answering service offerings. As telephony, computer, and Internet technologies evolve, Szeto continues to experiment and develop new system features and functions. These options help Szeto users streamline their operations and diversify their revenue streams. Sometimes customization is required to fit a user’s specific requirements. Other times these innovations are separate modules that create new service offerings. One of these new services is the Employee Safety Monitoring Module.

Employee Safety Monitoring: Employee safety is a concern for most employers. All employers are expected to take reasonable precaution to ensure the safety and well-being of their employees. Such precautions may come in the form of making sure the entrance to the office is not slippery to avoid injuries. Another area is in the form of providing ergonomic chairs to ease back strain.

In some industries, however, the safety of an employee cannot be ensured only by precaution. This is especially so when the employee works alone, works in a remote area, works with dangerous equipment, or works in a hostile environment. Their safety and well-being can often be a matter of life and death. To decrease such risks, it is necessary to have a means to monitor their well-being. And communication technologies have been available to do this.

What Does the Szeto Employee Safety Monitoring Module Offer? Interactive employee safety monitoring is not a new concept. Some operations have been doing this for years by documenting check-in and check-out calls. With the Szeto Employee Safety Monitoring module, this proactive part is automated, rendering the process more efficient and cost-effective. Furthermore, automation is totally integrated with human intervention. In the event that an employee is found in danger or requiring emergency assistance, the Szeto system will trigger a rescue procedure or an escalation to alert the appropriate personnel.

Alerts can be communicated via multiple devices, such as pagers, text, emails, phones, smartphones (iPhone, Blackberry, and Android), and other satellite devices. Records of all activities are Web-accessible. Employers could even determine hours of work at a specific location by referring to the check-in and check-out time at that location. This module could function as Szeto stand-alone equipment or as part of the SSS-100 TAS system. Optionally, it can also be tailored to integrate with another brand of data equipment.

Which Industries Can Benefit?

  • Hydro and telephone unsupervised workers in remote locations or in dangerous environments
  • Twenty-four/seven store workers working alone, especially at night
  • Oil and gas field workers in dangerous environments
  • Healthcare workers such as homecare nurses or social workers
  • Maintenance workers working with dangerous or hazardous materials
  • Security guards

Monitoring Using Mobile App: Nowadays, most workers carry smartphones. The Szeto Employee Safety Monitoring Module has been expanded to include mobile app communications. The monitoring mobile app is secured with passcode protection and equipped with one-touch escalation for instant emergency or help requests. It can automatically identify the GPS location of the employee by latitude and longitude or graphically. It can also automatically determine that the employee is in a “man down” situation and start the escalation process.

The Employee Safety Monitoring Module is just one of the specialized applications that Szeto Technologies offers. Another example is their Secured Messaging mobile app that allows users to send and receive secured text messages between call center agents and medical professionals. The app can be registered under a private label with your call center’s own company logo. The engineering team at Szeto is always on the leading edge of technology; they are currently working on new apps to accommodate the industry. Whether your business requires a call center system or a customized solution, the team at Szeto Technologies can deliver a reliable system to meet your needs.

You can contact Szeto Technologies at info@szeto.ca, or call at 877-697-9368 for additional information.

[From Connection Magazine – November/December 2015]