Amcom Software News

Amcom Software provides enterprise-wide systems for organizations needing to automate, centralize and standardize mission critical communications. The company's technology solutions support both day-to-day business operations and emergency or event-driven communications with speed, accuracy, and productivity.

Amcom was founded in 1984. They were acquired by 2ndWave Software in March 2007. They then acquired XTEND Communications in November, 2007 and the Telident E911 products of Teltronics, Inc. in 2008.

For more information about Amcom Software call 800-852-8935.  Also, look at the Amcom Software newsfeed for the latest updates.

Amcom Software Solutions Now Rated “Avaya Compliant” (June 2010)

Amcom Software, a provider of mission-critical communications solutions, announced that its contact center applications are compliant with Avaya Aura™ Application Enablement Services (AES).  Avaya is a leader in enterprise communications systems.

The Amcom contact center applications, a foundational element for its unified communications solutions, help organizations create safer and more efficient environments through fast, intelligent information sharing.  The applications now are compliance-tested by Avaya for compatibility with Avaya Aura AES 5.2.

“Amcom is committed to ensuring seamless integration with Avaya solutions so we can continue to be a single source for customers’ end-to-end unified communications requirements,” said Chris Heim, CEO of Amcom Software.  “The fact that Avaya’s innovative solutions are based on open, standards-based platforms enables our customers to incorporate new technologies alongside their Amcom solutions easily and cost-effectively.  This helps them create forward-thinking communications infrastructures based on fast, accurate data exchange.”

Amcom Software is a member of the Avaya DevConnect program, an initiative to develop, market, and sell innovative third-party products that interoperate with Avaya technology and extend the value of a company’s investment in its network.

Amcom Expands Hospital Smartphone Messaging with Android Support (June 2010)

Amcom Software’s Amcom Mobile Connect now offers smartphone messaging for the Android.  This enables staff members at technology-driven hospitals to receive all messages on a single smartphone, negating the need to carry multiple devices.  The solution provides a full audit trail of activities, including date and time stamps for messages sent, received, and acknowledged.  The result is improved patient care and staff efficiency through a highly streamlined unified communications process in which it’s clear how to reach the right staff members at all times.

With smartphones as the basis for their pager replacement strategy, healthcare organizations are able to tap devices already in widespread use to simplify the process of contacting highly mobile staff.  This gives hospitals the flexibility to incorporate smartphones without worrying about which telecom carrier provides service.  This Amcom solution is already in place at several hospitals using BlackBerry smartphones. 

Hospital operators and others can use Amcom Mobile Connect to deploy critical messages to staff members through a variety of inputs, including a simple Web portal.  In addition to this stand-alone deployment option, the solution also integrates seamlessly with Amcom’s unified communications suite. 

For more information, call 800-852-8935.

Amcom Software Provides Next-Gen 911 IP Technology (February 2010)

Amcom Software Inc. announced that Adams County, Indiana, is successfully fielding 3,500 calls monthly with the Amcom 911 call center solution.  Running the Amcom system on an underlying next-generation 911 (NG911) IP network now enables Adams County to shave precious seconds off the connection time for each call, speeding response times.

The team at Adams County incorporated an Internet protocol (IP)-based network not only to handle 911 calls from wireless and IP phones, but also to accept calls from landlines.  This forward-looking infrastructure effectively prepares them to handle anticipated changes in the way people contact 911, including the use of 911 text messages and videos.

“The combined Amcom 911 call center system and underlying IP network has taken the inefficiency out of the process for managing and responding to 911 calls,” said Patrick Norton, IT manager, Adams County, Indiana.

“With the advances in IP and wireless technology taking place, there is a seismic shift happening in the way 911 calls need to be handled,” said Chris Heim, CEO, Amcom Software.  “The technology behind the scenes has to exchange information quickly to allow for fast response to the caller’s exact location.”

Amcom Releases Enhanced Smart Console (August 2009)

Amcom Software, Inc. released its enhanced Smart Console call center software.  Highlights in the latest version include:

• Enhanced user interface improves both look and feel and ease of use.

• Enhanced operator efficiency and communication tools allow faster phone number editing, on-call scheduling from the console, faster global search, and team chat capabilities.

• Expanded platform capability and support allow integration with new telephony devices and the ability to run on Microsoft Vista.  Also, in the event of a network outage, communications can be maintained using a local copy of Smart Console.

• Timesaving administration and improved configuration: Software updates to be tested on a single PC and then automatically distributed to all PCs, ensuring everyone has the latest software.

“Organizations that rely on our call center software every day, as well as those considering this type of solution, will see tremendous benefit in the ease of use and solid functionality this latest version provides,” said Chris Heim, CEO, Amcom Software.  “Our development team was able to incorporate customer feedback into their process and truly appreciate the time our customers took to provide their candid input.” 

Amcom Software Acquires SDC Solutions (April 2009)

Amcom Software announced the acquisition of SDC Solutions, Inc. of Manchester, N.H.  The combined companies further strengthen Amcom's position in the market for call center and emergency management software, increasing their customer base and expanding customer solutions.

SDC Solutions' products handle critical communications at healthcare, hospitality, higher education, government, and corporate organizations in the United States.  Said Amcom CEO, Chris Heim, "SDC Solutions has earned a strong presence in the same markets we already serve and excels at providing solutions in the small to mid-sized market.  We're impressed with SDC Solutions' well-regarded software and anticipate remarkable demand for these products from Amcom customers, as well as the market in general.  SDC Solutions enjoys the loyalty of some of the country's finest organizations, and those customers can rest assured that we intend to continue serving their needs as our number one priority."

This acquisition comes at a time when demand is increasing for mission-critical communications solutions for small to mid-sized organizations, especially in the healthcare and hospitality markets.  Regardless of size, hospitals, hotels, and other organizations are finding they need to make sure critical communications are carried out quickly, efficiently, and accurately.

Amcom Releases New Version of Commtech Messenger (April 2009)

Amcom Software announced the next generation of its Commtech Messenger wireless messaging system.  This enhanced version improves users' ability to connect virtually all crucial alert systems, including nurse call, fire, security, and building management, to mobile staff via their wireless communication devices, such as SpectraLink phones, Vocera badges, and pagers.  This speed of information sharing improves response time and safety.  In particular, many leading healthcare organizations will save lives and improve patient care every day with the system's ability to deliver critical updates to nurses, doctors, and other staff.  Highlights in the latest version:

• Certified interface with Vocera devices

• TAP Gateway supports telephony call-back for nurse call integration

• Connection to the Alcatel IP Gateway

• Ability to view messages dispatched by other users 

• Integration with Amcom products

"Commtech Wireless continues its dedication to industry-leading communication device interoperability with the release of our latest version of Commtech Messenger," said Nathan Buzza of Commtech Wireless, a Division of Amcom Software.  "A key focus in this release was providing customers with new and better ways to link equipment from different vendors to ultimately improve productivity and safety."

Amcom Software Adds RFID to Call Center Capabilities (March 2009)

Amcom Software has added radio frequency identification (RFID) capabilities to its call center suite.  With this update, Amcom offers precise, automated staff location and management using RFID.  The RFID technology works with the Amcom system to automatically update where hospital staff is located so they can be contacted more quickly.  This helps hospital call centers by speeding response, eliminating manual update processes, and improving patient care.

"The addition of RFID technology to our suite is another example of how we listen to our customers' needs and develop new ways to serve them," stated Amcom Software product management director, Ed Hixon.  "We've seen a lot of interest in having up-to-the-minute information about the availability of hospital staff."

Amcom uses Time Domain Corporation's PLUS line of ultra-wideband (UWB) real-time location system (RTLS) tags, readers, antennas, and software.  When personnel enter, leave, or move within the facility, their contact records within the Amcom system are instantly updated.  When a call center activity is initiated, precise information regarding their whereabouts makes it easy to use the individual's preferred messaging technology to reach them wherever they are.

Amcom Software Acquires CommtechWireless (Dec 08)

Amcom Software has acquired CommtechWireless, a provider of technology that connects critical data sources, such as nurse call alarms and patient monitors, to people via their preferred communication devices.  The addition of CommtechWireless will enable Amcom to meet the growing demand from customers - especially in the healthcare, government, and hospitality industries - to further streamline communications, improve response time, and enhance effectiveness. 

Said Amcom Software CEO Chris Heim, "For 40 years, our customers have relied on Amcom as their mission-critical communication backbone.  Today, we have extended this backbone to integrate data from devices and instantly connect these islands of critical information to the people that need to know about it and act on it."

CommtechWireless has operations in the United States, Australia, Hong Kong, and Europe.  Its employees and operations will remain in their current locations, forming a new division of Amcom Software.  CommtechWireless CEO Nathan Buzza and President Zane Lewis will join Amcom Software to lead the division.  "We are thrilled about this acquisition and how it will benefit our customers and employees," said Buzza.  "It's a perfect match in terms of products, industries, and company culture."

Amcom Software and Altura Announce Partnership (Dec 08)

Amcom Software and Altura Communication Solutions have established a partnership under which Altura will distribute Amcom's communications software products.  The primary focus will be on Altura's extensive customer base of Fujitsu and Avaya customers, as well as on their existing procurement channels for government agencies.  Amcom will provide mission-critical solutions for enhanced 911, emergency notification, and call center management to Altura's voice-over-internet protocol (VoIP) customers.

According to Amcom CEO Chris Heim, "Altura's strong reputation as a nationwide provider of end-to-end communications solutions makes them a great partner for Amcom.  We've had great results working with Altura and with this agreement; we're making it even easier for their broad customer base to benefit from our full communications and emergency management suites of solutions."

"We've enjoyed a good relationship with Amcom over the years and are impressed with their momentum in call center and emergency communications solutions," said Bob Blazek, president and CEO of Altura.  "Together, we will continue to help our customers enable mission-critical communications with Amcom's broad footprint of solutions."

Amcom Launches Next-Generation "Mass Notification 2.0" Solution (Oct 08)

 Amcom Software has released Amcom e.Notify 4.5, a next-generation advance in mass notification and emergency management technology.  This release continues and expands on the company's platform of solutions for managing safety and health issues.  As mass notification has matured, organizations are finding that they need to surpass simple blast notifications and want new capabilities.

"Customers are telling us they want to do more than simply ‘ring the bell' to tell their employees, guests, patients, students, or response teams that there is a problem," said Amcom CEO Chris Heim.  "They need to know if the victim or caller is safe or in trouble.  They need a focused dialog with emergency teams to ensure situational awareness, coordinated response, and risk management.  They need to escalate and communicate in many different ways in order to make sure teams are handling assigned tasks via standardized procedures and are aware of dependencies.  This release of e.Notify takes the next step into ‘Mass Notification 2.0' to help connect everybody involved in managing an emergency so they can work quickly, with better information and coordination, to solve the problem at-hand."

Amcom Software Introduces New WebXchange Platform (Oct 08)

Amcom Software introduced Amcom WebXchange 7.0, the latest version of its platform for directory, paging, and on-call scheduling.  The new version of WebXchange features a completely redesigned user interface that takes all the functionality of earlier versions of WebXchange to new levels, making it easier for individuals across entire organizations to perform directory searches, send email and pager messages, and manage staff schedules.

Organizations with large staff scheduling challenges, such as those in the healthcare and hospitality industries, are quickly finding that a browser-based, self-service scheduling platform is the preferred alternative to sending "scratchpad scheduling" updates to already overloaded call centers.  "When customers try the online, calendar-format scheduling tools in WebXchange, we don't think they'll want to return to their old ways of handling things," said Amcom Product Manager Gerard Shallo.  "It's so much easier to manage schedules; they'll have a hard time believing they ever got along without it."

Amcom Software Receives Department of Defense Security Approval (Oct 08)

Amcom Software received approval from the Joint Interoperability Test Command (JITC) of the U.S. Department of Defense for their communications software suite.  By achieving JITC approval, Amcom's Smart Center, Smart Console, Computer-Telephony Integration (CTI), Smart Web, Smart Speech, and e.Notify applications have been shown to provide the highest levels of Information Assurance (IA) security as required by the U.S. government and military.

"This is great news for Amcom and for all our customers," said Greg Stinson, Amcom vice president of development.  "No other provider can match our extensive range of applications with government-approved security and interoperability."  To qualify for JITC and IA approval, Amcom Software completed rigorous federal government testing and compliance processes under real-life conditions.

"We're thrilled to have again achieved this high level approval." said Chris Heim, Amcom CEO.  "We view JITC and IA approval as a key way to prove our capabilities to all our customers, both inside and outside the government."

Greenwich Hospital Adds E911 to Its Amcom Suite (Aug 08)

Greenwich Hospital has selected Amcom Software's Site Alert E911 emergency call identification software to automatically provide information about 911 caller locations for their multi-facility, multi-community organization.  The new addition to the hospital's suite of Amcom call center capabilities will enable responding agencies to quickly send emergency medical system (EMS) teams to the caller's location.  "If someone in our facilities has a problem, we need to get them help as quickly as we can," explained Mirela Weeks, telecommunications manager for Greenwich Hospital.  "Our phone system automatically transfers 911 calls to the Greenwich public safety answering point."  Since the hospital's PBX system could only identify the call center as the source of a 911 call, the PBX vendor recommended Amcom Software.

Amcom will enable Greenwich to use their in-house database to update the Connecticut public automatic location information (ALI) database.  The system will also continuously update the information for each of the hospital's 3,800 phone numbers, connected through their PBXs.  Now 911 calls, with accurate caller's location information, will automatically be routed to the correct public safety answering point for response.

Amcom Acquires Telident 911 Solutions from Teltronics (Apr 08)

Amcom Software acquired Telident 911 Solutions™ from Teltronics, Inc. to integrate with and complement their suite of emergency communications and management products.  Chris Heim, Amcom Software CEO said, "The addition of the Telident solutions to our product suite will expand our E911 capabilities and help an even broader range of customers protect people by pinpointing the source of 911 calls within their facilities with greater speed and accuracy."

At one time, organizational emergency response was thought to involve simple, mass notifications.  Today, however, organizations realize increasingly that effective emergency management requires quick action and mass notifications via numerous channels, as well as ongoing direction of and communications with diverse action-teams.

"We are proud to add the impressive Telident brand to our company, said Dan Mayleben, Amcom Software CFO.  "Not only does this software help protect people, but it allows organizations to ensure compliance with national, state, and local emergency communications requirements."

Amcom Software and Xtend Communications Announce Merger (Feb 08)

Amcom Software and Xtend Communications have reached an agreement to combine the two companies.  "The combination of Amcom and Xtend will provide the broadest suite of mission critical communications solutions for organizations in healthcare, government, education, hospitality, public safety, and corporate markets," said Chris Heim, Amcom Software CEO. 

The company will offer an expanded product suite to a broader market while focusing on serving the needs of all current customers.  Going forward, Amcom will support and enhance both companies' product lines.

"The merging of our forces will essentially give both product development teams a wider audience from which to draw the challenges, ideas, and direction for the next generation of our business," said Bill Schwartz, founder and CEO of Xtend Communications.  

The combined company will operate under the corporate name of Amcom Software and will maintain the complete Xtend product suite.  Minneapolis will become the headquarters for the combined organization; the former Xtend Communications headquarters in New York will retain a sizeable staff devoted to support, development, implementation, and sales.

Amcom Rolls Updates Smart Web 4.5 (Dec 07)

Amcom Software announced the availability of Smart Web™ 4.5, a Web-based self-service portal for on-call scheduling, directory look-up, and messaging.  Medical staff can access and manage their own calendars from any Web browser, connect with others with the click of a button, and avoid administration headaches and delays.  Smart Web provides secure access to Web-enabled directory features, including messaging and paging, on-call status and exceptions, personal profiles, and call assistance.

Smart Web 4.5 features productivity enhancements, including a redesigned graphical user interface.  Also, scalability and user configurability are improved through new system architecture.

"Today, information access is critical," said Chris Heim, Amcom's chief executive officer.  "We're committed to continually developing better solutions for mission-critical communications.  For organizations dependent upon timely information, tools like Smart Web can not only improve productivity and reduce costs; it can potentially improve patient safety and save lives."

Smart Web 4.5 is available immediately as an optional module for the Smart Center V4.0.6+ suite of applications.  

Amcom and Partners Kick Off "Don't Miss A Beat" Seminar (Apr 07)

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. 

Cambridge Health Alliance Selects Emergency Notification System (Dec 06)

Cambridge Health Alliance announced that it selected e.Notify™ emergency notification software from Amcom Software to automate its emergency communications procedures for managing disasters across its multi-hospital network.  The new system is HICS-compliant (Hospital Incident Command Center-compliant) and supports emergency planning processes for this multi-hospital healthcare system, headquartered in Cambridge, Mass.

"We needed an automated process to help us manage our organizational communications," said Bob Lewis, Director of Networks and Telecommunications for Cambridge Health Alliance.  "With e.Notify, we will have the tools for training and drilling, which will prepare us for various types of critical events, such as weather-related emergencies, bomb threats, or a health-related crisis.  In the event of a disaster, we'll be ready to communicate quickly and effectively to a mass audience and monitor and measure response."

Cambridge Health Alliance will install e.Notify in all three of its hospitals and will roll out emergency communications procedures across its entire organization. 

Eight of 16 Top Hospitals Use Amcom Solutions (Aug 06)

Half of the hospitals ranked in the annual "Best Hospitals Report" published by U.S. News & World Report use Amcom software.  Eight out of the top 16 "America's Best Hospitals" have installed Smart Center, Smart Web, Smart Speech, Smart Console, and/or Amcom's e.Notify automated event notification system.

"The most highly respected hospitals in the world depend upon Amcom software," said Jack Collins, CEOof Amcom Software.  "These organizations have eliminated manual processes by automating call-center functions with Web-based applications, speech technologies, and automated event notifications.  Our software enables the consolidation of facilities, processes, and personnel, proving to save hospitals millions of dollars in operating costs and efficiencies."