Check out Amtelco in Connections magazine

Click here to view Amtelco’s full article in connections magazine

Excerpt from the article by Tom Curtin
The only constant in life and in business is change. We are continually being pushed by clients to offer more choices for enhanced services to meet their unique business objectives. Clients don't care about the technology utilized to run our call centers as long as they feel we'll be there when they need us. They're focused more on the services we provide for them. That's where each call center has the opportunity to distinguish itself from the competition.

There are so many choices that sometimes it's hard to choose one direction in which your business can grow, reduce expenses, or add revenue. Amtelco has product categories to make it easier to talk about and determine which solutions make sense for your call center.

For call centers that are happy with their on-site solutions, there are still lots of ways that advances in technology can improve the reliability of your operation and potentially increase your revenue.
Choose a Category and Grow at
http://callcenter.amtelco.com/features

Call centers available at home with AMTELCO

The AMTELCO Soft Agent is a revolutionary approach to streamlining the activities of call center agents and healthcare console operators by making any information available with a just a few keystrokes. The Infinity Soft Agent is an integral component of the Infinity Intelligent Series call center system.

The AMTELCO Soft Agent application is a highly scalable client application that makes any personal computer a professional telephone operator station. The Soft Agent can be integrated with both hard-wired legacy systems and Session Initiation Protocol (SIP) based Voice Over IP (VoIP) networks.

The backbone of the Soft Agent application is the AMTELCO Sandbox, a single-point-of-entry solution that enables operators to have available the most current information possible for processing calls and to bring each call to a quick resolution using that information.

Amtelco Insider

Click here if you have a TechHelper username and password to view full the version of the Amtelco Insider

Amtelco's R&D Software Department publishes the Amtelco Insider to keep you up to date on new software features. Each Month, we will highlight some of the new innovations that have been developed and are available for use.  To view the Amtelco Insider you will be asked to enter your Tech Helper user name and password. If you have a support contract but do not know your Tech Helper login, contact Amtelco Field Engineering at 800-553-767

IS - Edit Status Permission 

The Edit Status permission was added so that administrators can give agents permission to override contact statuses without giving the agents permission to edit IS Directory listings.

Click here for more information.

IS - Run Application Response Element  

The Run Application response element is used to execute an application from an Intelligent Message script.

Click here for more information.

IS - Sandbox Search Response Element 

The Sandbox Search response element provides a link to the Amtelco Sandbox search tool from an Intelligent Messaging script.

Click here for more information.

IS - SMS Service and IS TAP Service 

Two new IS services provide modem services from a remote location. These services provide the flexibility to install modems where reception is best without affecting the location of the IS server.

Click here for more information.

Software Spotlight

Diane Hottenstein - Accounting and Payroll, Human Resources Coordinator

Diane Hottenstein came to Amtelco looking for a place that she could call home. In the intervening years, Diane went on to be one of the people who helped craft Amtelco's reputation as the customer-oriented and family friendly company.

Diane graduated from college in her hometown in 1980 with a major in accounting and a minor in business from the University of Wisconsin-Platteville. She then spent four years with a CPA firm in Mount Horeb, Wisconsin, but never really felt at home there. In 1984, Diane left the accounting firm for a job at Amtelco as a general accountant and the payroll specialist. A year later, Diane took on the responsibilities of maintaining Amtelco's personnel records and coordinating employee benefits plans.

Diane's cheerful attitude and positive outlook provide a fitting welcome to all new Amtelco employees as she conducts their orientation sessions. Amtelco founder William Curtin II quickly recognized Diane's commitment to his company and handed her additional duties as his executive assistant. She handled innumerable special projects for "Mr. C." and continues to serve in the same capacity for Amtelco Board of Directors chairwoman Eleanor Curtin.

Now a new day has dawned and Diane faces a new challenge: The children of

a number of her fellow employees are joining Amtelco in entry level jobs and college internships. Diane is quick to point out that she looks forward to watching them help the company continue to grow as she has watched them grow over the years.



Get safe and secure notifications with Desktop Alert

RED ALERT emergency notification application combines with Desktop Alert History and offers web accessibility to quickly contact the appropriate personnel in emergency situations, such as contacting designated personnel about a code call, a network service outage or an area-wide natural disaster. This application should be running at all times in the bottom right hand corner of the users screen in the Windows System Tray in case of emergency.

If an alert is triggered by AMTELCO’s Red Alert system the alert name will show up in the Desktop Alert History application. The people contacted can confirm that they have been notified of the situation and are on the way to their response stations.  If you wish to see more information and details about the alert click on View Message to show a description of the emergency, other active alerts, and the ability to confirm an alert. 

Solutions Newsletter

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TechHelper Newsletter

To view the Techhelper you will be asked to enter your Tech Helper user name and password. If you have a support contract but do not know your Tech Helper login, contact Amtelco Field Engineering at 800-553-7679.

Click to view the latest version of the TechHelper Newsletter

Come check out AMTELCO at ATSI this week and have a chance to win a iPad 2!

AMTELCO is participating in the annual ATSI conference, in San Antonio, Texas, June 14-17. AMTELCO is a Platinum Sponsor of the Association of TeleServices International (ATSI) and is giving away an Apple iPad 2 at the end of the conference.

AMTELCO’s Gary Kerner, director of sales, Pat Dye, sales engineer, and Susan Kirkpatrick, lead trainer, are demonstrating why AMTELCO is the Vender of Choices. They will show how AMTELCO’s products can help add new streams of revenue for nearly every call center.

AMTELCO University is in session at 9 a.m. on Tuesday, June 12.  Kevin Beale, AMTELCO’s director of R&D Software, will present a live look at the latest Infinity and Intelligent Series innovations at 3:45 p.m. on Wednesday, June 15. The AMTELCO team will hold a sponsor’s conference on Thursday, June 16, starting at 1 p.m.

Everyone who attends any of these sessions will four free chances to win the iPad, so don’t miss any AMTELCO session, and you will receive eight entries in the iPad drawing!

Kevin Beale’s presentation on Wednesday will cover AMTELCO’s new cloud-based solutions, secure smartphone messaging, web based solutions, dispatch solutions, operator scripting, and web scripting.

Gary Kerner and Pat Day will present Tips and Tricks to Grow Your Business during the sponsor’s conference and will introduce new revenue-producing opportunities that work with any platform!

Conference participants also will receive four free chances to win the iPad by joining AMTELCO for a demonstration of its cloud-based product offerings on Thursday. Call centers can improve efficiency, increase profits and satisfy customer’s needs by adding services like the cloud-based miOnCall scheduling application https://mioncall.com/ miSecureMessages smartphone messaging application  (www.miSecureMessages.com).

AMTELCO IS web scripting allows operators an easy flawless way enter critical information step by step while taking a call.

The optional IS Web Scripting feature provides the licensing and software support to present Intelligent Series call scripts in web browsers, bringing your clients messaging features that previously required operator involvement.

IS call scripts can be inserted as elements in existing web pages using an HTML Internal Frame to combine a script with other web page elements like headers, footers, and sidebars. The same scripts that are run in Amtelco’s Infinity Telephone Agent and Soft Agent call-handling applications can be used on the web or different scripts can be designed for web-only use.

The IS Web Scripting feature is integrated with the suite of Intelligent Series applications, making it possible to script messages that look up information in the IS Directory or IS Directory OnCall using the optional Select Contact response element. The IS Web Scripting feature provides call centers with a simple and easy method to provide web-based demonstrations of new scripts for clients, and also can be used to provide client’s customers with script-driven messaging using only a web browser.

Send files, emails, text messages, and make calls with Mitey Mite

AMTELCO’s Mitey Mite is a dynamic desktop application that eliminates the need for paper copies of telephone directories, practically replaces sticky notes, reduces the time wasted looking for phone numbers and e-mail addresses, and greatly decreases the number of Dial 0 calls handled by operators.

Mitey Mite enables everyone on staff to communicate throughout the organization directly from their desktops, without traditional telephones. It can be interfaced with staff and patient information directories to provide more efficient staff communication.

Mitey Mite is a small-footprint client-desktop application that can be used to conduct SIP (Session Initiation Protocol) based telephone calls, to generate SMS text messages, to send e-mails, to transmit paging messages, and to receive RSS feeds – all with no need for operator involvement or other software.

Mitey Mite runs in the background and is accessed by clicking an icon in the user’s Windows System Tray or by pressing a pre-assigned hotkey. Incoming telephone calls automatically pop on-screen and can be answered using either a headset or the computer’s microphone and speakers.

Mitey Mite’s integrated Call Log feature can be used to record calls as desired, and captures both sides of a conversation. Call recordings can be retrieved and played at any time for future reference.

Play it safe with Red Alert

Amtelco is partnered with a leading provider of hosted and managed services to ensure the highest level of service and security that can be provided to users of Amtelco’s RED Alert notification application.

The RED Alert service is hosted at two state-of-the-art enterprise data centers with multiple connections to the Internet. Both data centers are equipped with 100-percent redundant hardware and software so that RED Alert users will not loose connectivity due to an equipment outage or software and hardware updates.

The hosting data centers are equipped with system-operability monitoring software and are staffed by experienced and bonded service personnel who can attend to the RED Alert application and its operating components, should the need arise, 24 hours a day, 7 days a week.

The partnership between Amtelco and the Berbee Information Networks guarantees the highest level of availability and reliability to RED Alert users while maintaining the highest level of system and customer data security.