Volume 15, Issue #05: May 2024
IN THE NEWS
Top 7 Call Center Software Tools for Efficient Call Handling
“How do I increase efficiency in my answering service?” is a common question for call center and contact center owners and managers. When it comes to call handling, your software system is at the hub of keeping your business operating efficiently. A robust and modern software system that empowers your agents is a must. When purchasing new call-handling technology, improving usability is a top priority.
You’ll find Amtelco’s software is specifically developed to fit the needs of call centers and contact centers. Our software solutions include various features to help your agents facilitate efficient handing of calls and messages.
“Earning a Top Workplaces award is a badge of honor for companies, especially because it comes authentically from their employees,” said Eric Rubino, Energage CEO. “That's something to be proud of. In today's market, leaders must ensure they’re allowing employees to have a voice and be heard. That's paramount. Top Workplaces do this, and it pays dividends.”
Click for more information.
New Changes are Coming
miSecureMessages is in the process of rebranding, which includes a name change from miSecureMessages to Amtelco Secure Messages. We'd appreciate your patience during the rebranding and look forward to upcoming features! Amtelco will consolidate miSecureMessages into the main Amtelco website to unify our products and improve the user experience.
Expected changes include:
-The app will have a new logo and colors which can be seen in the next major release.
-In 2024, the miSecureMessages website will be shut down and moved to the Amtelco website.
-miSecureMessages social media will be integrated into Amtelco's social media.
-Amtelco hosted a Webinar in May, 2024, to announce our rebrand and the upcoming changes. This Webinar included a PowerPoint presentation.
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.
Genesis Server 6.7.12
Web Agent 5.06.8259.24
miSecureMessages Apple App 7.0.3.283
IS – Sounds and Alerts
The Web Agent and Soft Agent applications can be configured to play alarms and tones based on the Call Type and Call State. These alerts can include highlights, flashes, and notifications. This document is designed to explain each setting that affects an alert in either the Web Agent or Soft Agent applications, where the setting is located, and what the agent experiences in the agent application.
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IS – Managing Perfect Answer Greetings
The Perfect Answer feature enables agents to record their answer phrase for each Client so that their greeting is identical every time. Perfect Answer greetings can be managed in the IS Supervisor application. In IS Supervisor, Perfect Answer greetings can be accessed by Client or by Agent ID.
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Amtelco Spotlight, Part 3
In this edition of our Amtelco history spotlight series, we discover the very early beginnings of Amtelco stemmed from a car breaking down in Chicago, IL.
Early Interest in Communication Technology
At this point, Bill and Eleanor were married, living in Madison, Wisconsin, and had recently welcomed their first baby. Eleanor was planning to visit her family who lived in Michigan. Unfortunately, Bill would miss out on the visit because he was too busy with his construction business to accompany his young family to Michigan.
However, Bill's workload cleared up that week, and he planned to drive to Michigan to surprise the family. On the way to Michigan, Bill's car broke down in Chicago. Bill couldn't go to Michigan for the weekend, and the surprise would be ruined.
Communication options and message-taking were lacking during this time period. If no one was home to answer a phone call, communication didn't happen. Bill was unable to contact Eleanor in Michigan, and he knew at some point Eleanor would be calling home to Madison before he had a chance to get back.
Bill didn't want Eleanor to worry when the phone wasn't answered at home. So, he called the phone operator in Madison and asked if she could answer the inevitable phone call from Eleanor that would be coming to his home phone. He said, "Can you please let my wife know that I was planning to surprise her in Michigan but had car troubles and got stuck in Chicago?" The operator responded, "I can't do that!" Bill, with his technical background in communications, explained how there was a way she could answer his phone. The operator replied, "That is not possible, and that is not a part of my job responsibilities."
Later, and after some research, Bill learned about a type of business called "Answering Services" that answered phones for other people. At that time, only a handful of companies in the United States offered these services. Bill visited at least one of these Answering Services to see how they were configured to answer phone calls. He realized he could do the same thing in Madison and started planning his next business venture.