Call Center Solution

Maintaining Quality and Productivity in a Virtual Work Environment

Remote Call Center Agent

There are a variety of analytics and performance measurement tools you can utilize to ensure that productivity and quality are not taking a hit with your transition to a virtual call center.

Amtelco Releases IS Social Media Monitor

The Intelligent Series (IS) Social Media Monitor translates popular social media posts, messages and notifications into dispatch jobs that can be managed by call center agents on behalf of their clients.

AMTELCO Introduces Text Enable Landlines

Amtelco’s Intelligence Series software and MergeComm platform integrate with Infinite Convergence Solution’s (ICS) Text Enabled Number Service to allow enterprises to send Short Message Service (SMS) messages to their customers using existing and new landline numbers

AMTELCO Introduces Genesis Service Level Reports

 

Amtelco’s Genesis Service Level reports provide reporting on service level statistics for each Agent ID, Agent ACD Skill, Agent Skill Group, and client account.

Amtelco Offers Contracted Services

In response to customer feedback about their growing needs for reliable project management and quicker access to the newest Amtelco software features, Amtelco and the 1Call healthcare division, are now offering Contracted Services.

Artificial Intelligence in the Call Center

Artificial intelligence is nothing new to Amtelco, which started developing a unique data set for predictive call handling in 2005 – the Intelligent Series (IS) Clairvoyant Agent feature. The latest iteration of this development is the innovative IS Predictive Intelligence feature. Predictive Intelligence uses the ANI for a call to recognize the caller, eliminating the need for operators to re-enter information. 

New All-in-One Spectrum / Prism II Server

Amtelco Hardware and Software Engineers designed the new Prism II server to run Spectrum, Prism II, and other applications from this one server.