Vendor Spotlight on 1Call, a Division of Amtelco: Over Forty Years of Innovation



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 improve communications between 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 around 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 (by a Amtelco Satisfaction Research Study conducted by TMA+Peritus, February 2015) 100 percent of the respondents said they would highly recommend Amtelco and 1Call to another healthcare organization.

Five-Star Service and Support: Amtelco and 1Call are well known for continually developing comprehensive call center and communication solutions, all backed by superior 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 technical 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 personnel. The customer support staff has an average tenure of over fifteen years, which is virtually unheard of in technology and IT businesses. All support staff members are in the United States. While most staff members work from 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 even access the online TechHelper tool for documentation, manuals, videos, and other training tools. 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 1Call customers always have access to the newest features.

In the Amtelco Satisfaction Research Study 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 the specialized 1Call solutions protect an organization’s limited resources, making each organization tremendously 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.What do customers have to say about switching to 1Call? Click To Tweet

Easily Customizable: 1Call understands 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.

When additional help is required, 1Call has a Script Pro team available to assist customers with any specific requests.

Why Choose 1Call? Hospitals continually recommend 1Call solutions, so more healthcare organizations continue to switch to 1Call. And it’s no wonder, with all the customizable hospital call center solutions available, the high levels of customer satisfaction, and quality support services.

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.”

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 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, alarms management, and emergency notification solutions to produce a comprehensive solution that satisfies the needs of each organization.

The 1Call technology partnerships include:

  • Apple iOS Developer Program
  • Avaya DevConnect Community
  • Black Box
  • Cisco Solution Partner Program
  • Cisco Developers Network
  • Copia OEM Partner
  • GENBAND Partner Program
  • Google Play Developer
  • Health Level 7 International (HL7)
  • HISCALL
  • Interactive Intelligence Global Alliance
  • Microsoft Developers Network
  • Mitel Solutions Alliance
  • NEC UNIVERGE Solutions Partner Program
  • SAP OEM Partnership Program
  • ShoreTel Innovation Network Alliance Partner
  • Spectralink Application Integration and Management Solvers Program
  • Unify (formerly Siemens) Technology Partners—Advanced Level Status
  • Vocera Solution Partner Program
  • Windows Development Center Member

One Company, One Solution: The development and customer support teams are 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 frequent enhancements to Intelligent Series, soft agent, and miSecureMessages, the newest innovations are MergeComm and Genesis.

The MergeComm Middleware Solution is designed to automate communications 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 information.

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.

The Genesis Software Switching Solution provides the Intelligent Series applications with advanced software-based telephony. Genesis builds on the features that made Infinity a leader in the industry. Genesis provides an all-inclusive call center solution with ACD, call management, reporting, and call center applications based on the Intelligent Series. A few of the many benefits of Genesis include reducing the need for hardware, virtualization of the switching platform, integrating with your SIP-enabled PBX, connecting remote agents, and automated overhead paging.

The Future: As technology continues to evolve and as customers have new communication challenges, 1Call and Amtelco will continue to develop new innovative solutions, as they have for over forty years.

1Call, a division of AmtelcoLearn more at www.1call.com.