Volume 13, Issue #10: October 2022
IN THE NEWS
7 Benefits of Call Center Agent Scripting Software
Utilizing a call center scripting tool provides many benefits to help with training and efficient call handling. Agent scripting software can be used to script call flows and workflows. It can also be used as a cloud-based web scripting platform for public access to web forms and online contact requests.
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Software Release
The following software versions have passed Amtelco quality assurance testing and are ready for general release. Click on the links below for detailed information on what is included in each release.
miSecureMessages Server 6.8.9279.19793
Genesis – Intelligent Series Report Terminology
Intelligent Series (IS) Reporting features some specific terminology related to the life cycle of a call in the IS and Genesis systems including from the time the call first entered the system, to when the call left the system. Understanding this terminology is important in fully utilizing the IS Reporting feature.
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Telescan – Microsoft End of Life for Basic Authentication
Microsoft is ending support for basic authentication for email protocols. Like many things with Microsoft, this does not mean it will immediately stop working. While it will not be supported, they have announced how it can be kept available for all uses until the end of 2022.
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Employee Spotlight
Tom Amoroso – Field Service Technician
Tom Amoroso was hired by Amtelco in February 2021 as a field service technician. Tom’s primary responsibilities are to assist customers after go-live events, with upgrades, or with any other issues they may experience with products from Amtelco’s 1Call healthcare division. Tom has also been trained in the administration of Amtelco’s SecureLink software for remote connections and occasionally helps customers with setting up SecureLink services.
Tom says, “My projects change day to day, but with all of them, I think my favorite part of what I work on is seeing the final result come through, and our customers enjoying our wide range of services.” His high-quality work has earned Tom accolades from several customers whose compliments are highlighted on Amtelco’s Service Wall of Fame.
When not at work, Tom enjoys fishing, camping, and spending time with his family outdoors, particularly on hiking trips with his two-year-old son, Dominic, and his wife, Casey. He hopes to one day visit New Zealand and Australia to scuba dive the reefs and do some deep-sea fishing.
Three Random Things to Know About Tom
1. If you could max out your credit card at any store, what store would it be? Cabela’s
2. What is one of the things on your bucket list? To catch a yellowfin tuna and sample it fresh from the ocean
3. What is your favorite season? I am a fall kind of guy. I love the cool air and the sports that are played, and Halloween is my favorite holiday.