Contact Center Solutions

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. 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. 

Your call center and contact center staff and clients can view real-time information about automated call distribution (ACD) activities, agent call handling statistics, and Intelligent Series dispatching task with the miTeamWeb Dashboard. Data is provided in both graphic and text formats for easy viewing.

Amtelco announced the release of version 5.5 for their Intelligent Series (IS) suite of call center applications. 

“How do I increase efficiency in my answering service?” is a common question for call answering service owners. A robust and modern software system is a must for efficient call-handling.

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.