Amtelco Innovations Blog

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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Simplification is defined as the process of making something simpler to do, easier to do, or easier to understand. Simplification can have a big impact on the success and profitability of any business, but it has a significant impact on call centers, which are very labor intensive.

Have you planned for the unexpected? It’s imperative to be prepared in the event of a business interruption. By creating an off-site back-up system in a geographically diverse location, you can rest assured that your call center will be protected from unforeseen occurrences.

As call centers transition to remote, work from home, environments, one challenge they may face are keeping their remote agents engaged. While there are many benefits that working from home offers, one aspect that agents may miss about not being in the office each day is the social aspect.

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Genesis Service Level reports provide reporting on service level statistics for each Agent ID, Agent ACD Skill, Agent Skill Group, and client account. There is also a Service Level report that is grouped by interval.

Wikipedia describes system integration as, “the process of linking different computing systems and software applications physically or functionally to act as a coordinated whole.” System integration touches every aspect of today’s society.