Volume 15, Issue #07: July 2024
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 Apple App 7.0.04.321
Active Insights – Manage Usage
The Active Insights platform includes the optional Transcription feature and the optional Keyword Sentiment feature, which uses Natural Language Processor (NLP)-based Post Call Scoring Scripts elements. The cost of the Transcription feature and NLP-based elements both increase in proportion to usage. It is important to monitor, manage, and limit usage to make the most efficient use of these features and avoid excess costs.
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Telescan – Voicelog Backup Enhancement
In 2022, Telescan installed a new feature called Voicelog Backup (VL Backup) on all Telescan Hosted servers. This program periodically backs up voice logger files to the cloud for archival storage and purges old VL files to save space on the local hosted server. We’re pleased to announce a further enhancement to that program (Version 5.0.1). This latest version has enhanced controls for accessing archived voice log recordings from the Amazon Web Services backup system.
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Amtelco Spotlight, Part 5
Amtelco had become a successful business, but the founders didn’t let it go to their heads! Their humble beginnings, continuous hard work, and family ties kept humility at the forefront of the minds of Mr. and Mrs. C, which extended to Amtelco’s culture and identity.
Celebrating Success and Remembering Your Roots
Amtelco had become a success, but Bill and Eleanor remained grounded. They never forgot about their roots and the hard work that had to be done to become successful.
Mike Friedel, VP of Sales for Amtelco's healthcare market, said, "As a way for Mr. and Mrs. C to celebrate their Irish heritage and show appreciation to the staff, they gave each employee a long-stemmed green carnation to wear or place in a vase on their desk and pay raises would be given on St. Patrick's Day. Then, at approximately midafternoon, the celebration continued with a keg of green beer (and maybe a leprechaun), and St. Patrick's Day at Amtelco was complete! It was a very special day."
"Mr. C thought it would be nice to let us enjoy a beer on that day," said Tom Lindsay, TAS Sales Manager. "However, as often happens, all good things must come to an end. There was one St. Patrick’s Day in particular that got a little out of hand, so that was the last time we had green beer!"
Amtelco's Irish heritage was also represented by the sales teams and front office staff when wearing their Kelly-Green sport coats to conventions. "Then, of course, there are the products themselves," continued Tom. "The FLCs (First Level Concentrators) were built into a green cabinet and became affectionately known as the 'green boxes.' Even our customers referred to them that way. In 1980, there was the Leprechaun, which was a smaller version of the FLC."
Tom remembers when Amtelco purchased and moved into its current headquarters building in McFarland, Wisconsin. He said, "A large flagpole is in front of the building. Mr. C began flying the Irish flag along with the American flag, and we had to tell him that the American flag had to be flown higher up the pole than the Irish flag!"
While the green beer and sports coats are no longer seen at Amtelco, green is still Amtelco's signature color and is a prominent reminder of Amtelco's Irish heritage.
