Call Center Solution

Speech analytics provides a deeper analysis of call recordings. Utilizing speech analytics in your contact center provides more than just a transcript; you’ll receive valuable data for ensuring compliance, improving customer satisfaction, and managing quality assurance.

miTeamWeb is a mobile-friendly interface that extends the functionality of Amtelco’s contact center applications. miTeamWeb enables your clients, staff, and business associates to access messaging, directory information, on-call scheduling, call log monitoring, and reporting.

Managing the call queue to ensure calls are being answered in a timely manner can be a tedious task for your supervisors. Amtelco’s Intelligent Series (IS) EZ Waits Monitor phone call monitoring software helps by displaying information in a customizable format with settings and features to promote efficient call-handling. 

Telescan, a division of Amtelco, announced the introduction of a new product, the Spectrum Health Monitor.

The Genesis Emergency ACD takes effect if a client application—such as Amtelco’s Intelligent Series and Telescan’s Prism II—becomes disconnected from the Genesis platform.

Automatically maintain essential call handling functions with the Genesis Emergency ACD.

Assess agents’ productivity to improve their performance, improve customer retention rates, eliminate unproductive processes and systems, and address sources of agent frustration with the Intelligent Series (IS) Agent Assessment feature.

Predictive Intelligence uses the ANI (automatic number identification) from the call to recognize previous callers.

ANI, also referred to as automatic number identification, is used to identify the number calling when the phone rings. In a call center, the system can screen the ANI and use the phone number or pattern when routing calls to agents or clients.

Call centers face a variety of challenges in today’s ever-changing environment. When it’s time to upgrade your call center software, the selection process can be overwhelming.