Contact Center Solutions

Contact center operators preform a variety of tasks when helping callers. A customer’s perception of a company is also influenced by the experiences they have with the call center agents.

Effective call management saves time and labor costs.

MergeComm is our integration engine and innovative SQL-based Intelligent Series (IS) platform application that streamlines inbound and outbound communications.

Soft Agent

Upgrading a communication system can be a long process and you need to know the right time to make the upgrade. Having a trusted technology partner, with decades of experience in successful project management, to expertly lead your team through the upgrade is paramount.

Automation in your call center is an essential component if you are trying to increase efficiency. Implementing automation saves time, eases frustration, and, when used correctly, increases accuracy. Streamline your call center’s inbound and outbound communications with the MergeComm automated dispatching application.

In an employee market it is difficult to hire and retain loyal employees. When there are labor shortages, you have to up your game as an employer. Hiring and training contact center agents remotely creates new challenges.

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.