Category Archives: Industry News

News for the healthcare contact center industry

1Call Announces Third Annual Leadership Conference and Training Seminar

1Call, a division of AmtelcoThe 1Call Division of Amtelco Third Annual Leadership Conference and Training Seminar will be held Tuesday, September 29 through Thursday, October 1, 2009, in Madison, Wisconsin.  This two-track conference and seminar will again be held at the Monona Terrace Convention Center, inspired by world-renowned architect Frank Lloyd Wright.

All 1Call customers, including Administrators, Managers, Supervisors, and Lead Operators are invited to attend.  Similar to the previous two years, the 2009 sessions will include topics for the entire group, as well as separate Leadership Track and Training Track sessions.  At Leadership sessions, guest speakers will discuss new call center technologies, show attendees how to add new services for their customers, and how to use the newest features to save time, reduce errors, and improve staff productivity and efficiency.  The Training sessions will provide attendees with hands-on training, and detailed report reviews.

According to Amtelco President Tom Curtin, “The unique combination of 1Call Leadership and Training sessions give all of our customers the opportunity to participate in these information-packed sessions.  We’re looking forward to another successful opportunity for in-depth learning and networking opportunities!”

[Posted by Peter Lyle DeHaan, PhD for AnswerStat magazine, a medical healthcare publication from Peter DeHaan Publishing Inc.]

Bill Curtin Inducted Into the CAM-X Hall of Fame

Congratulations go out to Amtelco’s Bill Curtin (Mr. “C”) on his inductions into the 2008 CAM-X Hall of Fame.  This presentation took place at the Gala banquet held in conjunction with CAM-X’s Annual Convention and Trade Show held recently at the Deerhurst Resort, Huntsville, ON.

Bill was nominated for this prestigious honor by Paul Lloyd and Doug Swift.  Paul presented a brief biography and an inspiring tribute to the long-time industry leader with a touching overview of Bill’s many accomplishments during his many years in the industry.

The CAM-X Hall of Fame was established by the Canadian Call Management Association in 2001 in order to recognize dynamic individuals whose leadership has contributed to the evolution of the telephone answering service and call center industry.  The Hall of Fame celebrates inductees for their accomplishments, their vision, and their leadership as well as for their tireless efforts to promote, support, and protect the industry.

[Posted by Peter Lyle DeHaan, PhD for AnswerStat magazine, a medical healthcare publication from Peter DeHaan Publishing Inc.]

AAACN Telehealth Conference Sets Agenda

Telehealth and telephone triage nurses can learn the latest in telehealth nursing practice and earn continuing education credit at the array of sessions geared to telehealth nursing at the American Academy of Ambulatory Care Nursing (AAACN) 34th annual conference, March 26-30, 2009 in Philadelphia, PA.

Topics include:

  • Due Diligence: Assure Hiring the Best Candidate for your Telehealth Position
  • Implementing a Telephone Triage Decision Support Tool in the Primary Care Setting
  • In Brief:  Bridging the Gap: Building Healthy Communities One Caller at a Time
  • Critical Thinking and Telephone Triage: Making the Right Choices
  • Workshop: Juggling Efficiencies, Quality of Care, and Standard Adherence: Formulating Telehealth Performance Metrics
  • Special Session: Essential Components of Telephone Nursing:  A Model to Guide your Practice
  • Post-Conference: Telehealth Nursing Practice Core Course (TNPCC)

AAACN has worked with the American Nurses Credentialing Center (ANCC) to enhance the telehealth content of the computer based exam to be offered beginning April of 2009.  At the conference, nurses can take the Ambulatory Certification Review Course on Thursday and sit for the exam on Sunday.  Exam applications must be submitted to ANCC by December 19.

[Posted by Peter DeHaan for AnswerStat magazine, a medical healthcare publication from Peter DeHaan Publishing Inc.]

Amcom Software and Altura Announce Partnership

Amcom Software and Altura Communication Solutions have established a partnership under which Altura will distribute Amcom’s communications software products.  The primary focus will be on Altura’s extensive customer base of Fujitsu and Avaya customers, as well as on their existing procurement channels for government agencies.  Amcom will provide mission-critical solutions for enhanced 911, emergency notification, and call center management to Altura’s voice-over-Internet protocol (VoIP) customers.

According to Amcom CEO Chris Heim, “Altura’s strong reputation as a nationwide provider of end-to-end communications solutions makes them a great partner for Amcom.  We’ve had great results working with Altura and with this agreement we’re making it even easier for their broad customer base to benefit from our full communications and emergency management suites of solutions.”

“We’ve enjoyed a good relationship with Amcom over the years and are impressed with their momentum in call center and emergency communications solutions,” added Bob Blazek, president and CEO of Altura.  “Together, we will continue to help our customers enable mission-critical communications by leveraging our service capabilities with Amcom’s broad footprint of solutions.”

Call Altura at 800-654-0715; Amcom can be reached at 800-852-8935.

[Posted by Peter DeHaan for AnswerStat magazine, a medical healthcare publication from Peter DeHaan Publishing Inc.]

Amcom Software Acquires CommtechWireless

Amcom Software has acquired CommtechWireless, provider of technology that connects critical data sources, such as nurse call alarms and patient monitors, to people via their preferred communication devices.  The addition of CommtechWireless will enable Amcom to meet growing demand from customers — especially in the healthcare, government, and hospitality industries — to further streamline communications, improve response time, and enhance effectiveness.

Said Amcom Software CEO Chris Heim, “For 40 years, our customers have relied on Amcom as their mission-critical communication backbone.  Today, we have extended this backbone to integrate data from devices and instantly connect these islands of critical information to the people that need to know about it and act on it.”

CommtechWireless has operations in the United States, Australia, Hong Kong, and Europe.  Its employees and operations will remain in their current locations, forming a new division of Amcom Software.  CommtechWireless CEO Nathan Buzza and president Zane Lewis will join Amcom Software to lead the division.  “We are thrilled about this acquisition and how it will benefit our customers and employees,” said Buzza.  “It’s a perfect match in terms of products, industries, and company culture.”

[Posted by Peter DeHaan for AnswerStat magazine, a medical healthcare publication from Peter DeHaan Publishing Inc.]

RelayHealth Receives EHNAC Reaccreditation

RelayHealth, a provider of healthcare connectivity services, has been re-accredited by the Electronic Healthcare Network Accreditation Commission (EHNAC) for compliance with industry standards and best practices.  After an extensive evaluation of business practices and performing an onsite review, the EHNAC steering committee accredited RelayHealth with exceptional scores.

To achieve EHNAC recertification, RelayHealth demonstrated a high-quality work environment in compliance with industry standards and best practices, which include organizational structure, staff qualifications, training and management, quality management, capacity management, and data protection.  The bi-annual accreditation process was completed in February, and full accreditation was given to all RelayHealth clearinghouse locations around the country.

RelayHealth operates as a neutral partner in an open network environment, offering connectivity solutions that work transparently with a variety of vendor partners.  “EHNAC accreditation is the hallmark of industry recognition,” said Dave Mason, vice president and general manager of provider solutions, RelayHealth.  “We’re proud to receive our seventh EHNAC recognition.”

The EHNAC Commission seeks to accredit entities that send or receive HIPAA regulated transactions or that transport or process EDI transactions between two or more trading partners in the healthcare community.

[Posted by Peter DeHaan for AnswerStat magazine, a medical healthcare publication from Peter DeHaan Publishing Inc.]

Amcom Software Introduces New WebXchange Platform

Amcom Software introduced Amcom WebXchange 7.0, the latest version of its platform for directory, paging, and on-call scheduling.  The new version of WebXchange features a completely redesigned user interface that takes all the functionality of earlier versions of WebXchange to new levels, making it easier for individuals across entire organizations to perform directory searches, send email and pager messages, and manage staff schedules.

Organizations with large staff scheduling challenges, such as those in the healthcare and hospitality industries, are quickly finding that a browser-based, self-service scheduling platform is the preferred alternative to sending “scratchpad scheduling” updates to already overloaded call centers.  “When customers try the online, calendar-format scheduling tools in WebXchange, we don’t think they’ll want to return to their old ways of handling things,” said Amcom Product Manager Gerard Shallo.  “It’s so much easier to manage schedules; they’ll have a hard time believing they ever got along without it.”

[Posted by Peter DeHaan for AnswerStat magazine, a medical healthcare publication from Peter DeHaan Publishing Inc.]

Clinical Solutions Creates Brand to Extend Market Differentiation

Clinical Solutions announced the brand name of its core software that all products are built upon.  InteFleCSTM is the core brand name for all Clinical Solutions products and supports the brand strategy going forward.

Commenting on the launch, Marce Colucci, head of marketing at Clinical Solutions, said that “InteFleCS reflects the characteristics of the business and suits our style and approach with the market – one that creates a unique identity that the market can easily relate to.  With our track record over the past six years, we feel this is a perfect platform to drive and develop our solutions in the future.”

InteFleCS is a trademarked name and will be used in all collateral.  Each of Clinical Solutions’ individual products will use the InteFleCS brand, including:

  • InteFleCS Telephone Triage
  • InteFleCS Face to Face
  • InteFleCS Long Term Conditions/ Chronic Disease Management
  • InteFleCS Web Service / Self Service
  • InteFleCS Urgent Care
  • InteFleCS Bio-Surveillance

Learn more about Clinical Solutions.

[Posted by Peter Lyle DeHaan, PhD for AnswerStat magazine, a medical healthcare publication from Peter DeHaan Publishing Inc.]

RelayHealth’s Extend Services to Create Patient-Centric Care Management

RelayHealth announced the general availability of its CareEnhance Call Center (CECC) release 5.0.

CECC’s newest release incorporates new workflow automation to extend beyond traditional call center services to track and monitor patients and analyze that captured data to create a patient-centric care management plan.  Healthcare professionals can use the care plans to better manage the ongoing needs of patients diagnosed with chronic conditions who require continuous care and provide health and wellness management to community and health plan members.

“CECC empowers care managers, wellness coaches, and nurses to establish a care plan integrated with call center encounters that guides them step-by-step through the delivery of care for various health conditions, including a personalized plan of action for each individual,” said Kim Flores, vice president and general manager, RelayHealth Medical Management Systems.

For more information, call 800-778-6711.

[Posted by Peter Lyle DeHaan, PhD for AnswerStat magazine, a medical healthcare publication from Peter DeHaan Publishing Inc.]

Amcom Launches Next-Generation “Mass Notification 2.0” Solution

Amcom Software has released Amcom e.Notify 4.5, a next-generation advance in mass notification and emergency management technology.  This release continues and expands on the company’s platform of solutions for managing safety and health issues.  As mass notification has matured, organizations are finding that they need to surpass simple blast notifications and want new capabilities.

“Customers are telling us they want to do more than simply ‘ring the bell’ to tell their employees, guests, patients, students, or response teams that there is a problem,” said Amcom CEO Chris Heim.  “They need to know if the victim or caller is safe or in trouble.  They need a focused dialog with emergency teams to ensure situational awareness, coordinated response, and risk management.  They need to escalate and communicate in many different ways in order to make sure teams are handling assigned tasks via standardized procedures and are aware of dependencies.  This release of e.Notify takes the next step into ‘Mass Notification 2.0’ to help connect everybody involved in managing an emergency so they can work quickly, with better information and coordination, to solve the problem at-hand.”

For more information, call 800-852-8935 or go to

[Posted by Peter Lyle DeHaan, PhD for AnswerStat magazine, a medical healthcare publication from Peter DeHaan Publishing Inc.]