Amtelco Innovations Blog

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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Amtelco announced it is celebrating the 10-year anniversary and continued growth of their secure messaging app called miSecureMessages.

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One of the first person-to-person connections a customer makes with an organization is often through a phone call. Whether the caller’s intent is to schedule an appointment, ask a question, or another reason, the way an agent handles that call plays a large role in customer service and satisfaction.

This past year proved to be unlike any other time in recent history – for all of us. The COVID-19 pandemic brought with it, a year of great stress and uncertainty for many. However, it was also a time when the importance of our call center industry was thrust into the spotlight.

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Did you know that our Client Holidays feature can be utilized to create custom holidays? With the upcoming holidays this is a convenient feature for your business.

The terms call center and contact center are often used equivalently. While both business models involve communication by phone and customer service, they are not the same.

Business communication systems are complex, yet many companies select one communications method, secure messaging, in the hopes that a texting solution or an app will be their solution.

Amtelco, a leading supplier for more than 40 years of communications applications, today announced that its Soft Agent application version 5.4 is compliant with key Avaya OneCloud™ CCaaS (Contact Center as a Service) solutions.

While desktop and laptop access still represent a large portion of digital media consumption, especially for business and healthcare uses, the trend towards mobile devices is becoming the predominant means of access. Mobile device usage, predominantly by smartphones, continues to increase.

Call centers are actively looking for ways to decrease business costs and maintain reliable communications. Advances in technology have led to more options. When researching your options, a hosted call center is one solution to consider.

As more organizations move towards utilizing their professionals’ own personal digital devices for work, they face the task of finding the right secure messaging platform.

Virtual call center technology enables a single physical server to house multiple virtual servers. This enables an entire call center system to run on a single server. A backup virtual server can be deployed to provide system redundancy and backup.

Increasing call center efficiency is a common goal among call centers. A single software platform for all call center functions, helps to achieve this goal. Our Genesis multi-channel system is designed to provide an intuitive agent interface that minimizes training, increases efficiency, and reduces errors.

There have been many advances in communications technology in the last decade that are responsible for many changes in the telemessaging industry. These advances have allowed call centers to use remote agents and to downsize pricey office space. Some call centers are now 100% virtual.

Digital Eye Strain (also referred to as Computer Vision Syndrome) is very common and has increased with the frequent usage of digital devices. If you spend a majority of your day staring at a screen, you have probably felt the effects of digital eye strain.

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