AnswerStat Industry News

April/May 2007

SDC Releases IntelliDESK^® 6.0 PC-based Attendant Console

SDC Solutions, Inc. released IntelliDESK 6.0, an intelligent PC-based attendant console.  IntelliDESK combines an enterprise directory with single keystroke access to critical status and contact information for an organization's entire business community.

IntelliDESK functions as a centralized corporate knowledge database, reducing the time and effort to maintain accurate directory information.  Additionally, IntelliDESK's streamlined approach to call handling eliminates the need for continually updated extension lists, printed on-call schedules, and cumbersome binders filled with emergency procedures and information.  IntelliDESK 6.0 includes enhancements to the product's usability and ease of configuration, including:

• Database Auditing: full accountability by tracking all changes made to the operator and directory tables.

• Contact Preferences: weekly schedules that track preferred methods of contact based on staff member, time of day, and day of week.

• Spell Check/Customization: comprehensive spell check functionality, with customized dictionary.

• Scheduled Events: allows future scheduling of employee status changes and pager reassignments.

• Message Template Paging Masks: inserts pre-defined messages into paging window

IntelliDESK 6.0 has been tested on the Standard and Enterprise Editions of Microsoft SQL Server 2005 and the Business and Ultimate Editions of Microsoft Windows Vista.

1Call Adds "Discovery Forum" On-Line Training Seminars

The 1Call Division of Amtelco announced a new series of on-line "Discovery Forum."  The Discovery Forums are led by customers and provide a unique opportunity for networking, sharing tips and tricks, and brainstorming new ways to simplify and streamline communications.  Betty Bouchie, of QEII Health Sciences Centre in Halifax, Nova Scotia, who has led two Discovery Forums, said "I feel it is an honor and a privilege to share ideas and thoughts with my peers about things that are important to our everyday system activities.  Sometimes a common practice in one facility is a revelation to another.  We all grow when we share ideas.  I am looking forward to participating in forums presented by others."

Tom Curtin, President of Amtelco's 1Call healthcare and higher education division, added, "These forums are one more way 1Call is partnering with our customers, helping ensure they have the information and resources they need to take full advantage of Call systems."

Discovery Forums are recorded (with the presenter's approval) and available for viewing via Amtelco's TechHelper Resource Library Website.  Customers can also find training tutorial movies, script libraries (downloadable eCreator/Infinity IS scripts), product demos, reference guides, and software downloads.

For more information, contact 1Call at 800-356-9148, email info@1call.com.

TouchStar Successfully Expands into Latin America

TouchStar Software announced a successful year of expansion in Latin America by developing relationships, as well as a Spanish language version of its call center software.  Over the past year, TouchStar built relationships with customers, distributors, industry associations, educational institutions, and government entities in Latin America. 

TouchStar also contributed technology and consulting services at no cost for public and private institutions that are developing contact centers in their regions.  "I strongly believe that contact center technology can change the world in a positive way by increasing communications and mutually beneficial business relationships," stated Steve Bederman, TouchStar Software CEO.

TouchStar added 15 clients in Latin America in the last year and is currently working to double that number in the year ahead through existing relationships and planned new business development initiatives.  TouchStar partners in Latin America have expressed their excitement about TouchStar's Distributor program, commitment to customer service, and full-featured competitively priced products.

Alliance Healthcare Goes 24/7

Alliance Healthcare Information, Inc., a healthcare communications center and fulfillment operation staffed with licensed healthcare professionals, has expanded its business hours to 24 hours a day, seven days a week (24/7).  This expansion of services responds to the growing need for consumers and healthcare professionals to acquire answers to their inquiries regarding pharmaceutical and medical device products at times other than regular business hours. 

Alliance's healthcare professional (nurses, pharmacists, and physicians) staffed call center provides telephone, email, and fax services related to product information, medical affairs, and patient compliance and persistency programs.  The center also performs outbound physician office detailing.  The fulfillment operation sends out letters, literature, tapes, and CDs.  Alliance has been providing services exclusively to the healthcare industry for twelve years. 

Amcom and Partners Kick Off "Don't Miss A Beat" Seminar

Amcom Software announced a series of regional seminars for leaders in healthcare and communications.  The first invite-only event was held in Houston, Texas on March 22; it will be followed by seminars in Anaheim on May 3 and Chicago on June 28.  A morning seminar format features high-level healthcare industry speakers, customer presentations, and panel sessions.  Amcom is working with USA Mobility and HigherGround to co-sponsor the event.

"We know that healthcare leaders are in the hot seat," said Sean Collins, Amcom's VP of Sales.  "Lawsuits, liabilities, and the safety of patients are often directly linked to communication.  Yet, many hospitals still have disconnected technology systems and outdated processes as opposed to an enterprise-wide communication system.  The goal of this event is to shed some light on the problems and to facilitate discussion around recommended solutions."  The format is designed to be interactive to facilitate discussion and collaboration around these key issues. 

For more information, call 800-852-8935.

ADT Rolls Out Health Monitoring Solution

ADT Security Services announced that it has launched its ADT® WellHealth™ line of health monitoring services, designed to improve patient care and control healthcare costs.  ADT's WellHealth solutions can help reduce medical costs for individuals and employers, as well as private and government health insurers, by helping people remain independent in their homes longer and reducing preventable hospital care. 

In its first year, ADT WellHealth has been successfully implemented at a large self-insured employer with cost savings and high user satisfaction and participation rates.  Participants reported feeling more aware of their conditions - as the service reminded them to regularly check their vital conditions; they became more knowledgeable and informed in general about their health, and reassured that ADT was there in case of need.

By making the home the "center of care," ADT's WellHealth solutions help keep better track of health regimens and medication compliance through employment of easy-to-use digital devices that connect patients to ADT's industry-leading Customer Monitoring Centers and, if necessary, a registered nurse, pharmacist, or other medical professionals.

VLR to Provide Loggers to San Diego County Hospitals

VLR Communications has won a nationwide bid to supply voice-logging recorders for the hospitals in San Diego County.  The San Diego Sheriff's Office maintains communications at the county hospital emergency rooms.  After extensive research and testing, the Sheriff's radio department has selected the Total Recall Recorder, which features a four to 32 channel capacity, network access for playback and management, and archive to CD or DVD.  The Total Recall records both telephones and radios. 

For more information, call 800-369-8273.

SoliCall Releases Noise Reduction Software for PC Calls

SoliCall has developed technology that will help VoIP users to reduce unwanted noises during calls in real time.  This free beta version is aimed at improving the sound quality when making any type of VoIP call (e.g. PC-to-PC, PC-to-Phone).  SoliCall is designated to reduce ambient sound that the speaker may produce.  Its noise reduction performance can be enhanced by tuning it to a specific speaker.  SoliCall supports major Voice over Internet Protocols telephony services like Skype, Google Talk, and Yahoo! Messenger.

The software gives the best results when it is needed the most: 1) When there are multiple parties (conference calls); 2) when communication tends to be bad (e.g., PC-to-Phone calls); 3) when the speaker is in a noisy environment (e.g., radio/TV is on, kids are around).

After installation, the user can improve the noise reduction ability by recording a sample of his or her voice, allowing SoliCall to recognize the parameters of the speaker's voice.  SoliCall can also screen the incoming audio, as well as enable users to record their calls.

TouchStar Software Exceeds 2006 Revenue Plan

TouchStar Software announces a record year of growth and profitability.  In 2006, TouchStar grew sales, acquired a competitor, restructured its customer support infrastructure, further developed its international business, and increased staffing.  Annual sales more than doubled from 2005 to 2006, and TouchStar had its most profitable results to date, with more than 50,000 call center agents using their solutions worldwide.

"I appreciate working with a team that is committed to our clients' success.  We are increasing sales because our clients know we are their partners.  Our CEO empowers us to do the next right thing," said Brian Smits, TouchStar Software Director of Sales and Marketing.

TouchStar finalized its acquisition of Sigmaworx, based in Davenport, Iowa.  Sigmaworx has been a provider of call center solutions for over 20 years.  Sigmaworx brings valuable resources to TouchStar including an experienced staff, a new product offering, and more than 2,000 legacy clients.  The strategic implementation of a new Customer Service Division and the development of TouchStar University's internal education program were completed to ensure client advocacy to begin long-term customer service standards.

Alliance Healthcare Announces New Hires

Alliance Healthcare Information, Inc., a healthcare communications center, has expanded its call center management staff.  Tom Rutz has joined Alliance as the Vice President of Call Center Operations.  He will be responsible for the development of new strategies to grow and manage the Inbound and Outbound Call Center Operations.

Jacqui Lyons has joined Alliance as a Project Manager in Client Services.  Her responsibilities include working with Alliance's clients and staff to implement, manage, and coordinate all outbound and inbound call center programs.

Alliance's nurse staffed call center and the supporting fulfillment center provide services related to product information, medical affairs, and patient compliance programs, as well as performing outbound physician office detailing.  Alliance has been providing services exclusively to the healthcare industry for eleven years.

Verint to Acquire Witness Systems

Verint Systems Inc.,  a provider of analytic software-based solutions for security and business intelligence, and Witness Systems, Inc. a leading provider of workforce optimization software and services, have entered into a definitive agreement under which Verint will acquire Witness for $27.50 per share in cash.

"Verint and Witness share a similar culture with a passion for growth, results-driven execution, and a laser focus on customer success," said Dan Bodner, President and CEO of Verint Systems Inc. "This strategic move will create a platform for rapid organizational growth and provide a wealth of opportunity for our global employee population."

BCPWHO Works with Amcom for Emergency Notification

 The Business Continuity Planning Workgroup for Healthcare Organizations (BCPWHO) recently completed the implementation of Amcom e.Notify as their standard notification system.  BCPWHO will use the software system as a notification source to issue urgent communications to its members: emergency managers and business continuity planners in healthcare.  Amcom, a developer of mission-critical communication systems for healthcare, is a BCPWHO sponsor.

BCPWHO is a non-profit organization designed to provide a forum for business continuity professionals to learn about and discuss the changing needs in the healthcare industry.  Angela Devlen, a BCPWHO founder and director explains, "There is a surge of interest in this area, and we know that healthcare emergency professionals are hungry for new ideas and to share what they've learned.  In less than two years, our membership has grown to include professionals across the United States, Canada, and around the world.  Now, with Amcom e.Notify in place, we will be able to automate and accelerate critical communications."

For more information, call 800-852-8935.