Volume 15, Issue #01: January 2024
IN THE NEWS
The Power of Real-Time Data and Analytics in Contact Centers: A Comprehensive Guide
Contact centers are crucial in delivering exceptional customer experiences in today’s fast-paced business landscape. To Stay ahead in the competitive market, contact centers must leverage real-time data and analytics. In this comprehensive guide, we will explore the significance of real-time data and analytics in contact centers, focusing on industry standards and the innovative solutions offered by Amtelco.
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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.
miTeamWeb v5.05.7605.38
miSecureMessages: iOS app v7.0.1.268
IS – Serial Alarm Monitor Overview
The Serial Alarm Monitor enables call centers to automatically monitor and respond to Serial Messages on select ports. The Serial Alarm Monitor Service monitors serial ports, parses serial port alarms, and sends MergeComm jobs when triggered by alarms.
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MSM – Protected Dialing
Genesis Protected Dialing replaces staff phone numbers in the Caller ID with their call center or organization’s phone number, enabling users to keep their personal device’s phone number private. Phone calls placed from the miSecureMessages (MSM) app using Direct Inward System Access (DISA) are routed through Genesis, enabling the organization’s phone number to be displayed instead of the staff member’s phone number.
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Employee Spotlight
Congratulations to the 2023 Amtelco Award Winners!
The following employees were recognized at Amtelco’s annual holiday luncheon in December:
William J. Curtin Employee of the Year: Wayne Wallace, IT Manager
Outstanding Service Award: Tom Amoroso, Service Support Engineer
Outstanding Customer Care Award: Marcus Seaton, Implementation Specialist Team Lead
Administration Employee of the Year: Beverly Lewis, Receptionist
Brian Torvik Innovations in Operations: Grant Bell, Mobile Applications Developer Team Lead
Hall of Fame: Dan Cropp, Senior Software Engineer
Hall of Fame: Ed Werner, Software Engineer
Hall of Fame: Laura LaLuzerne, Marketing Coordinator
Hall of Fame: Steve Bormett, Quality Assurance Director
Hall of Fame: Tom Lindsay, Sales Manager
Joe Curtin TAS Salesperson of the Year: Tom Lindsay, Sales Manager
Vanessa McMath 1Call Salesperson of the Year: Stacey Olson, Sales Manager