Vendor Spotlight: 1Call

1Call, a division of Amtelco1Call, a Division of Amtelco: Providing Innovative Call Center Solutions
Backed by First-Class Customer Care

Since 1976, Amtelco has provided innovative communication solutions to call centers around the world. In 1997 the 1Call division was formed to offer enterprise-wide communication solutions designed specifically for healthcare organizations. 1Call is dedicated to serving the unique call center and communication needs of healthcare organizations, helping to improve communications for patients, physicians, and staff by connecting people and information.

Hospitals and healthcare organizations throughout the world turn to 1Call to solve their medical call center, answering service, on-call scheduling, call handling, secure messaging, voice processing, conference calling, and emergency notification needs. In a February 2015 Amtelco Satisfaction Research Study conducted by TMA+Peritus, 100 percent of the respondents said they would recommend Amtelco and 1Call to another healthcare organization.

Five-Star Service and Support: Amtelco and 1Call are well known in various industries for continually developing comprehensive call center solutions, all backed by five-star service and support. Customer advocates and account managers are available to help customers and answer questions before, during, and after the sale.

1Call has a reputation for complete, professional system support, training, and installation, with technical support staff on call 24/7. When customers need assistance for their call center equipment, 1Call’s customer support staff provides fast and reliable service.

1Call’s customer support staff includes trainers, installers, project managers, and technical support specialists. The customer support staff has an average tenure of fifteen years, which is virtually unheard of in technology and IT businesses. All support staff members are located in the United States. While the majority of the staff members are located in the Midwest home office, there are several regional offices around the United States.

Help When Needed: When help is needed, it’s just a phone call away. 1Call customers can also email the support team or access the online TechHelper tool, where documentation, manuals, videos, and other tools are available. TechHelper, featuring a Google search engine and eChat, is available 24/7. Emergency assistance for 1Call systems is available twenty-four hours a day, 365 days a year.

Software upgrades are included with support agreements, helping ensure that 1Call customers always have access to the newest features.

In their recent independent customer satisfaction survey, 97 percent of respondents said the Amtelco and 1Call service and support was excellent. 1Call looks forward to partnering with more healthcare organizations to provide this same level of service.

Solutions That Work: 1Call features a complete line of modular solutions specifically designed to streamline enterprise-wide communications, eliminate errors, and reduce training time for new agents. All of the specialized 1Call solutions are designed to protect an organization’s limited resources, making each organization more efficient and helping bring wellness to both their members and their bottom line.

Each 1Call solution comes with the benefit of Amtelco’s years of experience in the field of call handling and messaging. Thousands of 1Call and Amtelco systems are in operation around the world.

Easily Customizable: 1Call understands that every healthcare organization has unique needs and sometimes receives unusual requests from physicians and departments. That’s why 1Call offers powerful solutions that are easy to customize by the customer. Customers have access to a wide variety of administrative functions, including the ability to customize scripts for any department, with individual scripts for every physician if required. When additional help is needed, 1Call has a Script Pro team available to assist customers with any specific requests.

Switching Is Easy: Hospitals recommend the 1Call solutions to other healthcare organizations, so healthcare organizations can make the switch to 1Call at any time. With all the customizable hospital call center solutions available, high levels of customer satisfaction, and quality support services, 1Call continues to distinguish itself in the marketplace.

What do customers have to say about switching to 1Call? Here’s one example: “It was a great decision switching to Infinity. The 1Call technology is innovative. It’s easy to learn, and it really seems to mold around what the particular needs of our hospital are. You don’t get that with a lot of answering services. We certainly didn’t get that with our previous service. Everything runs so much more smoothly now. I think it’s also worth noting, the customer service is great. We couldn’t be happier.” (Read more at www.1call.com.)

Strong Partner Relationships: 1Call forms solid partnerships with their customers. Each organization is encouraged to work closely with the 1Call team of consultants and engineers through each phase of system planning, configuration, and implementation. This helps ensure that the 1Call systems are at the optimum performance levels to meet all the communication needs of their organizations.

1Call also works closely with key technology partners to provide organizations with the solutions that best fit their communication and technology requirements. 1Call’s partners integrate at a high level with the call center, on-call scheduling, HIPAA secure messaging, and emergency notification solutions to produce a comprehensive solution that satisfies the needs of each organization.

The 1Call Technology Partnerships include Avaya DevConnect Community, Black Box, Cisco Solution Partner Program, Copia OEM Partner, GENBAND Partner Program, Google Play Developer, Health Level 7 International (HL7), HISCALL, Interactive Intelligence Global Alliance, iOS Developer Program, Microsoft Developers Network, Mitel Solutions Alliance, NEC UNIVERGE Solutions Partner Program, ShoreTel Innovation Network Alliance Partner, Spectralink Application Integration and Management Solvers Program, Unify (formerly Siemens) Technology Partners, Vocera Solution Partner Program, Windows Dev Center Member.*

One Company, One Solution: The software, hardware, and customer support teams are located in the “Innovation Way” hallway at the Amtelco and 1Call home office. These teams work together closely, and when a question arises, it’s a quick walk down the hall to find the solution. One company, one solution – proudly located in the USA.

Recent Innovations: As customers have come to expect, Amtelco and 1Call continue creating innovative solutions. In addition to recent advancements with Infinity, Intelligent Series, Soft Agent, and miSecureMessages, MergeComm is the newest innovation.

MergeComm is a middleware solution, designed to automate communications throughout an organization, thus increasing response times. MergeComm takes an incoming message and uses a script to determine who needs to receive that message. MergeComm can receive a message from a wide variety of sources, including alarms, alerts, HL7 messages, nurse call, severe weather alerts, TCP, WCTP, and Web services. Notifications can be sent to an individual, an entire group, or the current on-call personnel. The notifications can be sent by email, miSecureMessages, IP phones, pagers, phones, smart devices, SMS, and Vocera badges.

As new technology continues to evolve and as customers have new communication challenges, 1Call and Amtelco will continue to develop new innovations, as they have for almost forty years.

*Registered, trademarked, and copyrighted names are used here only in an editorial fashion and to the benefit of the registration, trademark, or copyright owner with no intention, expressed, or implied, of infringement of the registration, trademark, or copyright.

[From AnswerStat June/July 2015]