Category Archives: Industry News

News for the healthcare contact center industry

Amtelco Solution Helps Customers Transform Agent Experience

Amtelco announced that their Genesis Intelligent Series application version 5.4 is compliant with Avaya OneCloud Unified Communications as a Service (UCaaS) solutions, helping customers enhance call processing to prioritize critical calls and improve call routing and management. Avaya is a global leader in solutions that enhance and simplify communications and collaboration.

Amtelco’s solution is an all-inclusive healthcare call center software suite featuring multi-channel integrations with built-in speech recognition, text to speech, and voice services. The software helps customers track metrics with customizable reporting, enhance accountability with call logging and video screen capture, connect remote agents, and manage on-call scheduling. Customers can also run it in a virtual server environment or in the cloud. The application is now compliance-tested by Avaya for compatibility with Avaya Aura® Session Manager 8.1 and Avaya Aura Communication Manager 8.1 via SIP trunk.

“We are excited that our latest application release has successfully completed Avaya DevConnect compliance testing,” said Tom Curtin, Amtelco president. “Our mutual customers can confidently deploy it with the Avaya Aura 8.1 platform, helping them get more out of their communications infrastructure.”  

Amtelco is a Technology Partner in the Avaya DevConnect program—an initiative to develop, market, and sell innovative third-party products that interoperate with Avaya technology. As a Technology Partner, Amtelco can submit products to Avaya for compliance testing, where a team of DevConnect engineers develops a comprehensive test plan for each application to verify its Avaya compatibility. This enables customers to confidently add best-in-class capabilities to their network without having to replace their existing infrastructure, helping speed deployment of new applications and reduce both network complexity and implementation costs.

Learn more about how Amtelco is part of Avaya’s DevConnect program and Avaya’s other partner programs. The 1Call Division of Amtelco is a leader in developing software solutions and applications designed for the specific needs of the healthcare call center marketplace. 

TriageLogic Ebook Details Changes in Patient Behavior During COVID-19 Pandemic

TriageLogic® released a study they conducted of their telephone nurse triage system during the COVID-19 pandemic that analyzes caller data, protocols used, and general changes in patient behavior to shed light on the efficacy of remote care in the modern medical age.

COVID-19 altered many patients’ perceptions of healthcare. So much of the population was afraid of contracting the virus, and this fear was exacerbated by the potential risk of exposure in a hospital setting. As a result, telephone nurse triage took on a critical role, not only helping patients determine the circumstances under which they should seek emergency treatment, but also slowing the spread of the infection. 

TriageLogic already had experience providing homecare advice to patients, scheduling telehealth appointments, and directing emergency cases to the appropriate providers, and these only became more important during the pandemic. To evaluate how those patients’ needs changed, the company reviewed patient demographics, medical conditions, and outcomes reported through their nurse triage call center from January to October of 2020. The resulting data is published in their ebook 2020 Telehealth in Review: Symptoms, Outcomes and COVID.

It supports the assertion that nurse triage and remote care are essential advisors when it comes to directing patients to emergency services or safe and accessible alternatives. Key findings from the study include:

  • Women called two to three times more frequently than men, possibly due to OB/GYN patients. 
  • Gender ratios were roughly the same for pediatric patients.
  • More than one-in-four adults who called the nurse triage service required urgent medical attention, yet 86 percent of patients indicated they were not originally planning to go to the ER.
  • Women ages 18–45 tended to have more serious symptoms than other adult patients and were 1.5 times as likely to need urgent care than men their age. 
  • Women were also more likely to underestimate the severity of their symptoms compared to all other patient groups. 
  • Triage protocols determined that 30 percent of patients who were planning to go to the ER did not actually need urgent care, prompting nurses to advise them on alternative nonemergency options. 
  • Patients tended to underestimate symptoms that were signs of a serious medical condition, including abdominal pain, difficulty breathing, chest pain, high blood pressure, and COVID diagnosis or exposure.
  • Patients were more likely to delay seeking care during the pandemic when compared with data collected prior to COVID.
  • Telephone nurse triage has provided a safe and effective way to advise patients on the appropriate levels of care, saving lives and reducing burdens on healthcare systems during the COVID pandemic.

This data has been made available to the medical community at large to provide a transparent understanding of patient conduct and needs as the healthcare industry continues to evolve. 

TriageLogic is a URAC-accredited, physician-led provider of top-quality nurse telehealth technology, remote patient monitoring, and medical call center solutions, all for the purpose of encouraging positive patient behavior and improving access to healthcare. Founded in 2007, the TriageLogic Group now serves more than 9,000 physicians and covers over 20 million lives nationwide. They continue to partner with private practices, hospitals, and corporations throughout the United States. Email them at info@triagelogic.com.

Customer Service Book Released

Peter Lyle DeHaan Publishes New Book: Sticky Customer Service

Peter Lyle DeHaan released his latest book, Sticky Customer Service: Stop Churning Customers and Start Growing Your Business, on June 17. Sticky Customer Service addresses all aspects of customer service, with the telephone taking center stage.

“Customer service is part of every business, including healthcare,” DeHaan says. “Practitioners and leaders in the medical field can take these general business principles and readily apply them to patient interactions, informing day-to-day actions to lead to better outcomes and higher patient retention.”

In Sticky Customer Service, you’ll discover:

  • The three key areas where customer service occurs and why they must work together.
  • How to avoid common errors that too many businesses make.
  • Why delighting customers is not the best approach and sets up future failure.

“Customer service isn’t a once-and-done effort,” DeHaan states. “It takes ongoing work to truly meet your customers’ expectations.” In Sticky Customer Service, unearth practical, action-oriented insights to help turn customer service from an embarrassing weakness into a business strength.

Sticky Customer Service is book one in the Sticky series. Future titles include Sticky Leadership, Sticky Sales and Marketing, and Sticky Living.

Sticky Customer Service is available now in e-book, paperback, and hardcover.

1Call Announces that Amtelco Wins Top Workplaces 2021 Award

1Call, a division of Amtelco, announced that Amtelco received a Top Workplaces 2021 honor by Wisconsin State Journal Top Workplaces. The list is based solely on employee feedback gathered through a third-party survey administered by employee engagement technology partner Energage LLC. The anonymous survey measures fifteen culture drivers critical to the success of any organization, including alignment, execution, and connection, just to name a few. 

“During this very challenging time, Top Workplaces has proven to be a beacon of light for organizations, as well as a sign of resiliency and strong business performance,” said Eric Rubino, Energage CEO. “When you give your employees a voice, you come together to navigate challenges and shape your path forward. Top Workplaces draw on real-time insights into what works best for their organization, so they can make informed decisions that have a positive impact on their people and their business.”

Amtelco president Tom Curtin continues to be proud of the entire Amtelco employee team. “While 2020 proved to be very different from any other time in recent history,” Curtin said, “the Amtelco team stepped up and customer support became the top priority for every one of us. Our customers provide essential call center services to their communities, so we reached out to them to find out how we could help. Since our beginning in 1976, many challenges have arisen, and each time the Amtelco team prevailed, as we did once again in 2020.”

1Call Announced Amtelco’s U.S. Patent for Auditing Communication Sessions



1Call, a division of Amtelco, announced that Amtelco received a U.S. patent for “Auditing Communication Sessions.” Existing call center systems only allow rudimentary forms of call auditing, limited to a single method (such as listening to the communication session in mute-mode). If the communication occurs via text message, web chat, or electronic mail, call center managers can’t appraise the interaction. 

“The ability to audit different types of communication sessions helps to ensure that a patient’s experience with the hospital call center is satisfactory,” said Amtelco and 1Call president Tom Curtin. “A good patient experience is critical for both patients and a healthcare organization.”

Amtelco’s improved auditing enables hospital call center supervisors to assess communications from different platforms to help ensure a satisfactory patient experience. The healthcare industry asks patients to provide information about their care experience with a hospital via the Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS) survey. Unacceptable survey outcomes can result in hospitals losing some reimbursements.

1Call Announces U.S. Patent for Speech-Enabled Scripting



1Call, a division of Amtelco, announced that Amtelco received a U.S. patent for “Intelligent Speech-Enabled Scripting.” The patentable element is Amtelco’s system and method for intelligent speech-enabled scripting. 

This improved system eases the complexity and burdens that hospital call centers face with configuring multiple, separate devices to work effectively together to facilitate the handling of incoming calls, manage the variation in call loads, and provide adequate security measures to safeguard sensitive information conveyed during a call.

“Our call center scripting software helps to streamline enterprise-wide hospital communications and is fully customizable to efficiently guide operators through calls that help patients and medical staff with appointments, referrals, prescription renewals, scheduling, and emergencies, while helping to reduce operator errors. Speech-enabled intelligent scripting provides our customers with an efficient system to manage a productive healthcare call center,” said 1Call president Tom Curtin.

The 1Call division of Amtelco is a leader in developing software solutions and applications designed for the specific needs of the healthcare call center marketplace. 1Call features a complete line of modular solutions specifically designed to streamline enterprise-wide communications, save an organization’s limited resources, and make them efficient, helping them bring wellness to their members and their bottom line. 

Amtelco Celebrates Misecuremessages



1Call, a division of Amtelco, is celebrating the 10-year anniversary and continued growth of miSecureMessages, their secure messaging app. 

The HIPPA and HITECH-compliant miSecureMessages helps hospitals and clinics unify their communications and streamline care team coordination by enabling staff to easily share texts, photos, audio files, and videos for secure, accurate communication while protecting electronic patient health information (ePHI). The app also integrates with existing hospital alert software to help reduce notification time when an emergency code occurs. 

“MiSecureMessages is more than just an encrypted texting app,” said Tom Curtin, president of Amtelco and 1Call. “Our app can seamlessly integrate with an organization’s nurse call system and other alert software to expedite emergency code notifications. Hospital call center operators use miSecureMessages to contact on-call staff. Maintenance crews can take a photo or video of a building issue and collaborate to address it. Housekeeping uses it for bed management to quickly inform intake that a bed is ready for a new patient, which improves their bed turnover rate. And lab personal and radiologists use it to promptly communicate critical results.”

Learn more at misecuremessages.com and 1call.com.

TriageLogic Releases Data on Remote Nurse Triage Calls



TriageLogic®, a leader in telephone nurse triage and remote patient communication, released data pertaining to remote nurse triage in relation to the COVID-19 pandemic. The results of this study provide insight into how triage nurses can help hospitals and healthcare organizations provide high-quality remote care for patients during major public health episodes.

The COVID-19 pandemic has changed how doctors and health facilities care for patients. Between lockdown orders and public fear of going to doctor’s offices or hospitals, telemedicine and remote nurse triage has become a vital service for the healthcare industry. Through these changes, TriageLogic has kept meticulous records on patient sentiments, attitudes, demographics, and triage outcomes to help providers and hospitals better understand their patients. While doing so, TriageLogic has provided high quality care to callers by diverting patients without worrying symptoms with homecare advice or by scheduling telehealth visits.

With this data, TriageLogic extrapolated trends and insights to help the healthcare industry better understand the pandemic and patient responses to it. The white paper, “Nurse Triage: Patient Phone Calls About COVID-19,” is for all healthcare providers and organizations. 

The insights from this paper are helpful in explaining the importance of telephone triage and remote patient care. The numbers clearly support the fact that patients, in times of anxiety and genuine sickness, turned to these lines because they are an effective, convenient, and safe alternative to going to the emergency room or doctor’s office. This has helped alleviate the healthcare system during a time of record hospital admissions due to COVID-19.

This data is provided to the medical community in hopes that it sheds light on patients and their behavior during this challenging time. 

TriageLogic (info@triagelogic.com) is a URAC-accredited, physician-led provider of top-quality nurse telehealth technology, remote patient monitoring, and medical call center solutions, all with the purpose of encouraging positive patient behavior and improving access to healthcare. Founded in 2006, the TriageLogic Group now serves more than 9,000 physicians and covers over 20 million lives nationwide.

Pulsar360 Receives IP Telephony Award



Pulsar360 Corporation is proud to announce that it has recently received the Internet Telephony “Product of the Year Award” for 2020. This award recognizes the most innovative and highest quality IP communications brought to market in the past year.

“We are extremely honored and excited to be recognized four years in a row by Internet Telephony, previously for our PBX Hosting and Premise-Based PBX solution in 2017 and 2018 in 2019, for our Enterprise Hosted & Premised Based Solution; and now, in 2020, for our Advanced VoIP & Telecom Solutions. At Pulsar360 Corporation we are constantly innovating and improving our products to meet the demands of our clients and partners. We take great care to ensure that our customers have the very best products,” said Bob Harrison, Chief Channel Officer at Pulsar360 Corporation.

“In the opinion of our distinguished judges, Pulsar360 Corporation’s Advanced VoIP & Telecom Solutions have proven to be among the best IP communications solutions available on the market,” said Rich Tehrani, CEO, TMC.

Pulsar360 provides SIP trunking and disaster recovery solutions for medical answering services. Pulsar360, Corp. has served the medical call center industry since 2008.

Amtelco’s Soft Agent Helps Customers Transform the Agent Experience



Soft Agent now rated “Avaya compliant,” compatible with Avaya OneCloud CCaaS solutions

Amtelco, a leading supplier for more than 40 years of communication technologies and software communications applications, announced that its Soft Agent application version 5.4 is compliant with key Avaya OneCloud CCaaS (Contact Center as a Service) solutions, helping customers optimize the agent experience by turning any personal computer into a professional telephone agent station. 

Amtelco solutions helps customers simplify and optimize their contact center operations. Applications like Soft Agent can be integrated with both hard-wired legacy systems and Session Initiation Protocol (SIP) based Voice Over IP (VoIP) networks. The backbone of the Soft Agent application is the Amtelco sandbox, a single-point-of-entry solution that provides agents with the most current information possible to process calls. The application is now compliance-tested by Avaya for compatibility with the Avaya Aura® platform 8.1.

“We are excited that this latest release of our Soft Agent application has successfully completed Avaya DevConnect compliance testing,” said Tom Curtin, president, Amtelco. “Our mutual customers can confidently deploy Soft Agent with their Avaya OneCloud CCaaS solutions, helping them uncover new possibilities for getting more out of their communications infrastructure.”  

“Technology partners like Amtelco are helping customers make the most of the Avaya technology they deploy, while improving the customer service experience by optimizing contact center efficiency,” said Eric Rossman, vice president, Partners, Developers and Alliances, Avaya.

The 1Call Division of Amtelco is a leader in developing software solutions and applications designed for the specific needs of the healthcare call center marketplace. 1Call features a complete line of modular solutions specifically designed to streamline enterprise-wide communications, save an organization’s limited resources, and increase efficiency, helping them bring wellness to their members and their bottom line.