Volume 16, Issue #09: September 2025
IN THE NEWS
How Artificial Intelligence is Transforming the Call Center Industry
Artificial Intelligence (AI) is already impacting the call center industry and presenting many of us with new challenges. In June, Amtelco Vice President of Software, Research & Development Kevin Beale participated in a panel session at the ATSI (Association of Teleservices International) conference in Phoenix, where they reviewed many of these challenges and offered insights about turning them into opportunities. This article reviews some of those topics.
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Amtelco Successfully Completes SOC 2 Audit
Amtelco has successfully completed its SOC 2 examination and has received certification for its Amtelco’s Cloud and Partner Amtelco Secure Messages solutions.
Established by the American Institute of Certified Public Accountants (AICPA), the SOC 2 examination is designed for organizations of any size, regardless of industry and scope, to ensure the personal assets of their potential and existing customers are protected. SOC 2 reports are recognized globally and affirm that a company’s infrastructure, software, people, data, policies, procedures and operations have been formally reviewed.
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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.
ASM – Archive Retrieval
The Amtelco Secure Messages Archive Retrieval utility is used to access encrypted Amtelco Secure Messages archive files to view archived messages. The procedure for retrieving messages from their long-term storage is the same for on-site system users as it is for subscribers to the cloud-based Amtelco Secure Messages subscription service.
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Active Insights – Agent Configurations
The Agent Settings page in Active Insights is used to create Agent Groups and Agent Configurations. Before an effective Agent Configuration can be created, one or more Agent Groups must be created for use by the Agent Configuration.
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Employee Spotlight
Jesse Pringle – Integration Specialist
Jesse Pringle is an integration implementation specialist at Amtelco. He started at Amtelco in July 2022 as an entry-level implementation specialist (trainer) and advanced from Level 1 to Level 2 to Senior Trainer.
Jesse has given many presentations for Amtelco customers, covering scripting methods, script troubleshooting, Active Insights, and AI (Artificial Intelligence) basics. His latest favorite project is helping customers convert their data to the Amtelco platform.
In his current position, Jesse helps customers integrate third-party software to the Amtelco platform using Amtelco tools such as the Intelligent Series (IS) REST API (Application Programming Interface), IS Web Supervisor API, and others.
Three Random Things to Know About Jesse
1. If you could max-out your credit card at any store without having to pay it back, what store would it be? Cabela's or Best Buy
2. If you could eat anything in the world right now, what would it be? Brownies!
3. What is your favorite quote? “I am who I am because of the people around me.” – Ubuntu