Call Center Industry News

April/May 2010

AnswerStat Welcomes Carenet Healthcare Services as a Platinum Sponsor

AnswerStat is pleased to announce that Carenet Healthcare Services has become a platinum sponsor of AnswerStat magazine.  Carenet joins current AnswerStat sponsors Amcom, LVM, 1Call, Healthline Systems, and Startel. 

Carenet, a nationwide provider, serves over 10 million members and represents more than 80 of the leading healthcare organizations.  For 20 years, Carenet has aligned its goals with its clients’ objectives, helping them grow their business through a customized suite of care management and business support solutions.

By offering 24/7 care, Carenet’s clients provide access to medical assistance at the convenience of their member, helping them maximize their healthcare benefits.  As advocates of health, Carenet’s medical professionals guide members to the appropriate levels of care during an illness, offer support during their decision-making process when contemplating surgery or a procedure, and assist them in navigating the healthcare system.

Member communication is an essential part of each client’s success, and Carenet offers a wide range of business support solutions that continues to keep clients’ members engaged and participating in their health management programs.  Carenet solutions focus on program-specific compliance, cost-saving alternatives, and revenue goals to help clients grow their business.

1Call Introduces OnTeam Scheduling

1Call introduced OnTeam Scheduling, an advanced workforce-scheduling module that automatically and quickly creates complex schedules.  This module generates the elaborate schedules needed for each department, helping ensure staff members are scheduled at the appropriate times each day.

OnTeam Scheduling features a simplified setup with custom shifts and custom rules that work together to quickly create the detailed schedules.  For example, a nurse scheduled for a 24-hour on-call shift on Monday can be automatically scheduled off on Tuesday and Wednesday.  The flexibility of the shifts and rules makes it easy to meet each department’s unique scheduling requirements.

Amtelco President Tom Curtin said, “With a single click, the OnTeam Scheduling module saves an amazing amount of time.  Knowing that it can take two people as many as three days to manually schedule a single department each month, the days and hours of time saved is truly astonishing!”

The 1Call OnTeam Scheduling module is Web-based and also integrates with Microsoft^® Outlook^® calendars, giving users convenient access.  It functions as a stand-alone module and integrates with 1Call Infinity systems.

For more information, contact 1Call at 800-225-6035 or info@1call.com.

CPN Announces Dates and Speakers for 2010 National Telehealth Conference

Children’s Physician Network (CPN) will host the Seventh Annual National Telehealth Conference at the Hilton Hotel MSP Airport/Mall of America Thursday, September 30 and Friday, October 1.  The new two-day format will offer up to 16.2 contact hours of continuing education credits for nurses.  Free shuttle transportation to and from the airport, as well as the Mall of America, is available for attendees.

The Seventh Annual National Telehealth Conference is for an audience of nurses and physicians focused on emergent, urgent, and/or telephone care.  This conference will also be of value to office and call center triage nurses, physicians, and administrators. 

Among the speakers confirmed to present this autumn are:

• Barton Schmitt, MD
• David Thompson, MD
• Andrew Hertz, MD
• Elizabeth Gilles, MD
• Kathy Kulus, MD
• Carol Stock, JD
• Charles Crutchfield, MD
• Cliff Hurst

Registration will open May 1.  Contact jan.jachimowicz@childrensmn.org for more information. 

OnviSource Announces Redundancy, Backup, and Disaster Recovery Solutions

OnviSource announced the availability of OnviNet Ensura Backup and Disaster Recovery Solution packages for its customers using their OnviCall and AccuCall platforms.  OnviSource is offering Ensura Backup and Recovery Solutions to its customers to protect their business and assist in restoring operations in the event of unforeseen disaster or problematic circumstances.

Ensura offers critical backup, standby, and redundancy packages designed to facilitate the fastest possible recovery.  Each level of protection is configured to accommodate a variety of customer needs.  Ensura Basic offers protection from potential hardware failures.  Database replication and hardware redundancy make up Ensura Standard.  For customers seeking the most comprehensive backup and recovery protection, Ensura PRO offers full redundancy, database replication, redundant application licenses, and one-click switchover to secure continuous operation.

To assist customers in choosing a backup and recovery package that will best satisfy their operating requirements, OnviSource is offering a free system requirements assessment service to consider the unique requirement of each customer.  OnviCall is part of the OnviCenter 6 suite of solutions in workforce optimization (OnviCord), workforce CRM automation (OnviCall), and workforce communication automation (OnviNet).

Funding Allows TelStar to Complete Purchase of TouchStar’s Hosted Assets

TelStar Hosted Services and private equity firm Williams & Gallagher announced the purchase of the assets of TouchStar’s Hosted division.  TelStar Hosted Services is a communications-as-a-service organization providing on demand call center solutions.  TelStar posted record sales in 2009 and doubled its available capacity earlier this year.

“Our products bring the proven efficiency of call center products to our clients via the Web without the capital expenditure and excessive IT costs that have traditionally burdened such initiatives,” said TelStar’s CEO Jim Dunn.  “We have the formula for continued success in our feature-rich product offering, strong technical support organization, and our solutions oriented sales efforts.”

 Chris Rieple (formerly of TouchStar) has joined the TelStar Hosted Services executive team as vice president of sales.  “We have built our business by exceeding our customer’s expectations,” said Rieple.  “The additional financial resources and new executive leadership enable us to expedite our growth plans while continuing to provide an uncompromised client experience.”

1Call Announces Instant Messaging Tool

1Call introduced the new Infinity IS Messenger to provide real-time chat capabilities for a number of 1Call applications, including Infinity telephone agent, soft agent, Infinity IS supervisor, and the MiteyMite desktop application.

With IS Messenger, operators can send and receive instant text chat messages with supervisors, other operators, and MiteyMite users.  IS Messenger also allows MiteyMite users to chat directly with other MiteyMite users.  Conversations can be held with one individual or multiple participants.  Each chat is displayed in a separate window, allowing users to easily switch between conversations.

When used with the Infinity IS Directory View Action, operators can screen calls for individuals, using IS Messenger to announce the call and receive immediate instructions.  Complete message histories, including both sides of a chat, are maintained for all conversations.

Amtelco President Tom Curtin stated, “Chat is such an accepted manner of communications these days, as it applies to many forms of social networking, that it only makes sense to apply chat to MiteyMite in the healthcare market as another way to communication with personnel in real time.”

For more information, contact 1Call at 800-225-6035 or info@1call.com.

Synergy Solutions Appoints Lynne Jacoby as VP of Healthcare Solutions

Synergy Solutions, Inc., a premier provider of outsourced customer contact solutions, announced the appointment of Lynne Jacoby to the newly created role of vice president of healthcare solutions.  The creation of this position is evidence of Synergy’s strategic commitment to grow and enhance its service offerings for the healthcare industry.   

As a 15-year veteran of the healthcare industry by way of UnitedHealth Group and formerly PacifiCare Health Systems, Ms. Jacoby brings Synergy Solutions a breadth and depth of experience in the healthcare vertical.  Ms. Jacoby has worked in a myriad of roles supporting large-scale project management efforts, accelerated operations, process development and automation, quality improvement, and product implementation.

“Lynne’s deep knowledge and expertise in the healthcare industry will be a huge advantage for Synergy as we continue to aggressively grow our healthcare business,” said Synergy CEO Mark McGrath.  Ms. Jacoby will operate from Synergy Solutions’ corporate headquarters in Scottsdale, Arizona.

Synergy Solutions provides customer contact solutions on behalf of Fortune 500 companies in a variety of industries, including healthcare, insurance, financial services, telecommunication, and publishing.

Workfit Ergonomic Workstations for Call Centers “Take A Stand”

The WorkFit C-Mod Workstation, a sit-or-stand mobile computer workstation that enables employees in medical contact centers to move from seated to standing and back to a seated position whenever they wish, has been introduced by Ergotron.  The benefit for call center employees is reduced back strain and increased productivity while enjoying healthier, more productive computing and telephone interactions.

The WorkFit workstation helps call center staff achieve the sit or stand movement their bodies naturally crave while relieving the strain and fatigue commonly associated with call center computing.  It delivers a small footprint, mobile office platform that can be rolled to “point-of-work” and adapted for temporary employees and seasonal increases in call center staffing.  Designed by Ergotron, the workstation offers one-touch adjustment of the negative-tilt keyboard and LCD monitor.  With 25 inches of height adjustability, it allows call center employees to lift LCD screens or laptops to match their body’s position while they sit or stand, providing ergonomic comfort.  In addition, WorkFit’s independent adjustment and negative tilt keyboard ensures optimum elbow and wrist placement to avoid repetitive stress injury.

For more information, call 800-888-8458.