Vendor Spotlight on 1Call, a Division of Amtelco

1Call, a Division of Amtelco

Amtelco Celebrates 40 Years of Innovation

Since 1976, Amtelco has been providing 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 improve communications for patients, physicians, and staff by connecting people and information. Amtelco has been awarded twenty-eight patents, covering a wide range of communication processes.

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 automated middleware notification needs. In an independent survey, 100 percent of the respondents said they would highly recommend Amtelco and 1Call to another healthcare organization (according to an Amtelco satisfaction research study conducted by TMA+Peritus, February 2015).

Five-Star Service and Support: Amtelco and 1Call are well known for continually developing comprehensive call center and communication solutions, all backed by five-star after-the-sale 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, offering training, installation, and tech support staff on call on a twenty-four-hour basis. When customers need assistance for their call center solutions, 1Call’s customer support staff provides fast and reliable service.

1Call’s customer support staff includes trainers, installers, project managers, and technical support staff, with 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 a majority of the staff members work from the Midwest home office, there are several regional offices around the US.

Help When Needed: Support is just a phone call away. 1Call customers can also email the support team, or even access the exclusive online TechHelper tool, where documentation, manuals, videos, and training tools are available. TechHelper is available twenty-four hours a day, with unlimited access and features a Google search engine. 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 the recent independent customer satisfaction survey conducted by TMA+Peritus, 97 percent of the 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 operators. All of the specialized 1Call solutions save an organization’s limited resources, making each one more efficient, and helping bring wellness to 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, twenty-four hours each day.

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 needed. For additional help, 1Call also has a script pro team that is available to assist customers with any specific requests.

Switching is Easy: Hospitals continually recommend the 1Call solutions to other healthcare organizations, who switch to 1Call all the time. And it’s no wonder. With all of the customizable hospital call center solutions available, the high levels of customer satisfaction, and quality support services, 1Call is in a class by themselves.

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. Everything runs so much more smoothly now. I think it’s also worth noting, the customer service – 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 the 1Call systems are at their 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 hallway 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 Infinity, Intelligent Series, soft agent, and miSecureMessages (all of which have seen many advancements in recent months), MergeComm is the newest innovation.

The MergeComm middleware solution is designed to automate communication throughout an organization, speeding response times to help organizations provide better patient care. 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, to an entire group, or to the current on-call personnel. The notifications can be sent by email, miSecureMessages, IP phones, pagers, phones, smart devices, SMS, and Vocera badges.

1Call, a division of AmtelcoStay Tuned… As technology continues to evolve (and everyone knows it will), and as customers have new communication challenges, rest assured that 1Call and Amtelco will continue to develop new innovative solutions, as they have for forty years.