Amtelco Innovations Blog

With the optional Genesis IS ACD Callback behavior feature, callers can request a call back at a specific date and time instead of waiting on hold for an agent to answer their call.

Waiting on hold is a frustrating experience that decreases customer satisfaction. Offering callbacks to callers is a great solution that provides many benefits to your call center.

Your miSecureMessages (MSM) users can hide their personal phone numbers when making calls by using the new Connect-Through feature for secure messages.

The following versions for IS Supervisor, Soft Agent, miTeamWeb, and Infinity have passed Amtelco quality assurance testing and are ready for general release.

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Amtelco, a family-owned business located in McFarland, Wisconsin, has been a trusted name in call center communication systems, software applications, and telephone switching technologies for forty-five years.

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Each year, the NAEO Board recognizes one outstanding volunteer who stands out for his/her overall leadership and contributions during the past year.

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Amtelco’s Service Level reports are utilized specifically to monitor agents’ interaction with callers, traffic patterns, agent abandons, and system abandons. Visual warnings are used to indicate if agents are reaching the requirement settings configured in the parameters.

​​​​​​​In 2020, workers in all industries, including call centers, were challenged to find ways to work remotely and still maintain the same level of productivity, security, and commitment to providing quality customer service.

The Message Survey feature provides supervisors and agents with the ability to locate and deal with messages that may have been overlooked during a work shift, business day, or another time frame.

Are you searching for new ways to generate additional revenue from your existing TAS customers? Maybe you want to bring added value to your current portfolio of services and make your customers stickier. Text-enabling landline numbers is a great solution.

When a phone call is one of the first personal connections a patient makes with a hospital, the operator’s ability to handle the call professionally and accurately plays a large role in the patient experience. An individual operator averages 450 calls per day, with no two calls the same.

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Amtelco has been awarded a Top Workplaces 2021 honor by Wisconsin State Journal Top Workplaces Top Workplaces. The list is based solely on employee feedback gathered through a third-party survey administered by employee engagement technology partner Energage LLC.

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The Genesis Park Line Pickup feature allows an agent or a script to park a call to a special ACD Skill to await a callback from a contact.

Your call center technology is the heart of your business so a reliable platform and a vendor you can trust are a must. System outages and downtime have a negative impact on your business. There’s not only a risk of financial loss, but your reputation is also at risk.

Call centers are the communication hubs for managing customer communication. Call analytics provide data to help improve a variety of service metrics to streamline workflows and increase customer satisfaction.

​​​​​​​AMTELCO announced it has been granted U.S. patent 10,917,524 for “Auditing Communication Sessions.” The patentable element is AMTELCO’s systems and methods for auditing communication sessions.

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The Intelligent Series (IS) Web Chat is an optional feature that provides web browser users with the ability to communicate directly and immediately with IS agents.

Amtelco announced it has been granted a U.S. patent for “Intelligent Speech-Enabled Scripting.” The patentable element is Amtelco's system and method for intelligent speech-enabled scripting.

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