Startel Corporation, in the top five percent of Microsoft corporate partners worldwide, is a leading provider of integrated call center software products and services, offering comprehensive communications and performance-measurement solutions to the medical, healthcare, and university markets. Located in Irvine, CA, Startel has been providing communication solutions for over 30 years and continues in its goal to deliver “best-of-class” off-the-shelf and custom software solutions.
Startel offers education and training in both standard and customized formats, using on-site, Web-based, and regularly scheduled Startel education center classes located in Irvine, California. Additional services include custom software development solutions, third-party integration services (such as with Cisco and Avaya), consulting services, implementation/installation services, and 7/24/365 support.
Startel software and professional services solutions are designed to improve return on investment (ROI), reduce costs, increase customer satisfaction, and enhance employee morale.
100% Software Call Center Platform: Startel Corporation launched a new “100% software” call center platform in 2011 and has successfully implemented it within leading healthcare providers worldwide. Built using an open architecture software approach – with standard APIs and protocols – the new Startel platform takes advantage of the latest advancements in software development. By connecting with existing switches via standard protocols – such as SIP, H.323, T1, E1, NI-2, and analog – the new Startel platform operates within the framework of any healthcare facility. The platform can fill in the gaps for healthcare professionals looking for more functionality than what a mere PBX can offer, even in combination with a CTI application.
Startel’s non-proprietary system uses an advanced development platform, offering innovative functionality, including:
- Detailed reporting
- Multiple ACD options
- Queue building
- Flexible call-flow design
- Real-time dashboard for managing staff deployment
- Operator scorecards for on-going training
- Answer with a Smile™
- Meet-me paging
- Scheduled delivery of real-time performance based reports
100% Virtualizable Solution: With no hardware, Startel’s new platform is completely “virtualizable” within the healthcare ecosystem. Reliability logs in at 99.999, and there are no hardware-based limitations to building a customized application to fit any healthcare provider’s particular needs. This new software platform offers all the power of a Startel Call Management Center (CMC) system, with the following advantages.
- Small IT footprint
- Soft phone support
- Soft fax support
- Reliability at 99.999
Increased Productivity and Efficiency: Startel’s communications solutions, over 30 years in the making, with scores of applications and thousands of configurable options, gives healthcare providers what they need to meet their specific communications requirements, including:
- The Startel auto dialer appointment reminder, ensuring a higher level of “successful” appointments.
- The Startel appointment scheduler offers all the latest scheduling features in a desktop and Web portal access environment, providing a cost-effective way to manage and communicate staff scheduling, enable customer self-scheduling, and send confirmation and reminder emails.
- Startel’s on call scheduler offers time-stamped audit trails, automatic archiving, on-the-fly (OTF) revisions, and secure “anywhere, anytime access.”
Secure Messaging: Startel’s secure messaging solution offers the ability to communicate via computer or smartphone in a peer-to-peer fashion, utilizing secure socket layer (SSL) encrypted technology. In addition, Startel offers encrypted email utilizing private/public key encryption. Both solutions are fully HIPAA, HITECH, GLBA, and SOX compliant. With Startel secure messaging, messages can be stored securely on the device, are encrypted when transmitted, and are protected upon delivery. In short, Startel’s secure messaging makes sure that protected health information (PHI) is secure when transmitted electronically via email or smartphone.
Compliance and Performance Related Solutions: Powerful, flexible, and scalable, the dvsAnalytics Encore voice recorder offered by Startel records 100 percent of calls, is PCI compliant, captures detailed customer information, and provides ease of recording retrieval. Additionally, Startel’s dvsAnalytics Encore screen recording solution records all screen activity during calls, offers the ability to evaluate and train staff using videos, supports multi-monitor environments, and is integrated with the dvsAnalytics Encore voice recorder. The dvsAnalytics Encore Portfolio is a custom reporting and analytics solution that aids in understanding historical and trending performance.
Professional Services: Startel’s comprehensive professional services include application integration, custom software development, and computer telephony integration (CTI) services. Because Startel’s set of application products have been developed utilizing the latest software development platforms with open APIs, standard protocols, and no proprietary hardware, it’s possible to blend Startel components with other “best-of-class” software products. Startel professional services can help customers deploy either the comprehensive Startel platform of software solutions or any component therein.
- Application integration services
- Customized software development
- Computer telephony integration (CTI) services
[From the February/March 2012 issue of AnswerStat magazine]