News

Effective Scripting for Call Centers

Effective Call Center Scripting

One of the first person-to-person connections a customer makes with an organization is often through a phone call. The way an agent handles that call plays a large role in customer service and satisfaction. 

New Year's Message from Tom Curtin - President

New Year 2021This 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. 

Convenient Client Holidays Feature

Call Center Software Features

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. 

Difference Between Call Center and Contact Center

Call Center vs Contact Center

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.

The 4 I’s to Selecting a Secure Messaging App

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.

Soft Agent Transforms the Agent Experience

Press Release

Amtelco announced that its Soft Agent application version 5.4 is compliant with key Avaya OneCloud™ CCaaS (Contact Center as a Service) solutions.

Mobile-Friendly Call Center Applications

Mobile Friendly Applications

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. 

Is a Hosted Call Center a Good Fit for Your Business?

Hosted Solutions

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

5 Questions to Ask: Choosing a Secure Messaging Platform

Secure Messaging Platform.

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.

Benefits of Virtual Call Center Technology

Virtual Server Technology

Virtual call center technology enables a single physical server to house multiple virtual servers. Virtualization of servers enables the Genesis Intelligent Series (IS) to be deployed in the cloud. 

Tools to Increase Call Center Efficiency

Call Center Efficiency

Increasing call center efficiency is a common goal among call centers. You’ll find that having a single software platform for all call center functions, helps to achieve this goal.

Alleviating Digital Eye Strain in the Workplace

Digital Eye Strain

Digital Eye Strain (also referred to as Computer Vision Syndrome) is very common and has increased with the frequent usage of digital devices. 

Simplify Your Call Center Software

Simple Call Center Software

The Genesis Intelligent Series (IS) provides advanced capabilities while simplifying and streamlining processes.

Off-Site or Hosted Back-Up Call Center Solutions

Back-Up Call Center Solutions

Have you planned for the unexpected? It’s imperative to be prepared in the event of a business interruption.

Tips to Engaging Remote Call Center Agents

Engaging Remote Agents

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. 

The Importance of Call Center System Integration

System Integration

System integration is a critical part of operating a successful call center, in both the commercial and healthcare markets. 

Protecting Data with Encryption

Encryption

Encryption is an important tool to ensure our data is kept safe. Healthcare providers are required by the Health Insurance Portability and Accountability Act (HIPAA) to use encryption to protect their patients’ electronic protected health information (ePHI). 

Secure Messaging: It's Not Just for Healthcare

Secure Messaging Business Application

This month, we’re addressing the importance of using a secure messaging app within industries that deal with sensitive information, such as government, law, and banking, and how these apps keep your data secure.  

Maintaining Quality and Productivity in a Virtual Work Environment

Remote Call Center Agent

There are a variety of analytics and performance measurement tools you can utilize to ensure that productivity and quality are not taking a hit with your transition to a virtual call center.