Insider: v12-i04

Volume 12, Issue #04: April 2021

IN THE NEWS

Wisconsin State Journal Names Amtelco a Winner of the Madison, WI Top Workplaces 2021 Award

Amtelco has been awarded a Top Workplaces 2021 honor by Wisconsin State Journal Top Workplaces. The list is based solely on employee feedback gathered through a third-party survey administered by employee engagement technology partner Energage LLC. The anonymous survey uniquely measures 15 culture drivers that are critical to the success of any organization: including alignment, execution, and connection, just to name a few.
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Amtelco Receives U.S. Patent for Auditing Communication Sessions

Amtelco announced it has been granted U.S. patent 10,917,524 for “Auditing Communication Sessions.” The patentable element is Amtelco’s systems and methods for auditing communication sessions.

This improved system makes it possible to audit different types of communication sessions (e.g., calls or web chats) that provide accurate and efficient client notifications. It provides flexibility with respect to call auditing methods and allows the client to audit the communication session in a way that is suitable to their circumstances.
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Software Release

The following software versions have passed Amtelco quality assurance testing and are ready for general release. 

• IS Server Version 5.04.7725.29971 implements various fixes and improvements made in this and interim versions, including:
  • Web Agent Number of Call Lines moved to Agent Styles
  • Supports Genesis 4.15 Client and Genesis 4.15 and 5.1 Switch
  • Support for Vocera group names beginning with “g_”
  • Will not redistribute call abandons for ACD Skills set to Manual Distribution

Telescan – Spectrum's MSM Connect-Through Feature

IS – Backup Database Feature

Backing up your Intelligent Series (IS) database on a regular basis is an important part of providing disaster recovery and maximum up time for your call center. The System Schedule in IS Supervisor provides an easy way to schedule database backups with the Backup Database action.
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Employee Spotlight

Megan Schroeter – Customer Care Specialist and Post-Cut Project Manager

Providing exceptional customer service is one of Amtelco’s main priorities. Megan Schroeter has played an important role in that endeavor by being the administrator of the TechHelper website since she began working for Amtelco in 2006.

Over the years, Megan has been a customer care specialist, a product/project manager and trainer for Amtelco’s IVR systems such as ProShow and RED Alert, and coordinator for the many seminars and webinars produced by the Customer Care Department. Megan’s considerable skills and experience were recognized in 2009 when she received the National Amtelco Equipment Owners (NAEO) user group's Service Award at its annual conference.

Today, Megan is Amtelco’s post-cut manager, a miSecureMessages project manager and a trainer, still manages the TechHelper website for both Amtelco and Telescan, and continues to provide support for Amtelco’s interactive voice response (IVR) systems. “I would have to say my biggest accomplishment this year is working on our recent TechHelper website conversion to offer a better experience for our support customers,” said Megan.

When traveling becomes more manageable, Megan is looking forward to exploring the world and hopes to visit places like Norway and Peru.