Category Archives: Industry News

News for the healthcare contact center industry

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.]

1Call Introduces Infinity IS Soft Agent

1Call, a division of Amtelco

The 1Call division of Amtelco announced the new 1Call Infinity IS Soft Agent, which offers simplicity to improve operator and call center performance.  The key to the Infinity IS Soft Agent is the combination of built-in search and action capabilities of the Soft Agent Sandbox, combined with a straightforward, uncluttered screen.  With each keystroke, the intelligence of the Sandbox knows to either look up information or to call a number.  The Soft Agent Sandbox provides a single point of focus, saving time and eliminating errors for operators.

1Call, a division of Amtelco

“The Infinity IS Soft Agent, using 1Call’s Sandbox search technology, offers users new and powerful tools for call handling, as well as information access and sharing,” according to President Tom Curtin.  “The Soft Agent uses industry standard protocols, including SIP, to integrate with PBXs and IP-based switches and gives healthcare call centers a more efficient way to handle calls throughout their enterprise.”

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

Amcom Software Receives Department of Defense Security Approval

Amcom Software received approval from the Joint Interoperability Test Command (JITC) of the U.S. Department of Defense for their communications software suite.  By achieving JITC approval, Amcom’s Smart Center, Smart Console, Computer-Telephony Integration (CTI), Smart Web, Smart Speech and e.Notify applications have been shown to provide the highest levels of Information Assurance (IA) security as required by the U.S. Government and the U.S. Military.

“This is great news for Amcom and for all our customers,” said Greg Stinson, Amcom Vice President of Development.  “No other provider can match our extensive range of applications with government-approved security and interoperability.”

To qualify for JITC and IA approval, Amcom Software completed rigorous federal government testing and compliance processes under real-life conditions.  According to JITC, their system tests national security and IT systems to show they have the ability to provide and accept data, information, materials and services; including both the technical exchange of information and the end-to-end operational effectiveness of that exchange.  JITC serves the Defense Information Systems Agency, combatant commands, the Department of Defense and other federal agencies, allies, coalition partners and commercial vendors.

“We’re thrilled to have again achieved this high level approval.” said Chris Heim, Amcom CEO.  “We view JITC and IA approval as a key way to prove our capabilities to all our customers, both inside and outside the government.”

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

HealthLine Systems’ Recognizes BJC HealthCare Call Center

HealthLine Systems, Inc. announced that its contact center Client Advisory Panel has selected BJC HealthCare Call Center as the 2008 recipient of the national Client Recognition Award.

This distinction recognizes contribution to a health care organization utilizing HealthLine Systems’ contact center software solutions Sharp Focus® and EchoAccess™. Criteria for selection include:

  • Measurable financial impact,
  • Interventions clearly related to the software, and
  • Lessons learned to raise the standard of practice for the industry.

Previous Client Recognition Award recipients include distinguished healthcare leaders: Sharp HealthCare (2004), Emory HealthCare (2005), Georgetown University Hospital (2006), and Tenet Healthcare Call Center (2007).

For more information, visit

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

News Release: AnswerStat Launches Newsfeed

Newsfeed to Highlight Healthcare Call Center News and Information

Mattawan, Michigan – In order to better serve readers and provide an additional means of communication, AnswerStat magazine has launched an industry-specific news and information feed. Configured much like a typical blog, the newsfeed will provide updates and information to AnswerStat magazine’s audience.

Information will include notices of when new information or sections have been added to the AnswerStat website, exclusive online articles, guest editorials, and selected breaking news. Of specific importance are notices each time a new issue of AnswerStat magazine is available online for reading, viewing, or printing. Typically, each issue is added online a week or more before the mailed version is received.

There are three ways of accessing information from the newsfeed. First, it can be checked manually. Alternately, readers may sign up to be notified via email of all new information – the goal is no more than one notification per week. Lastly, there is an option for Atom and RSS newsfeeds. All three may be accessed at There is also a link to the newsfeed on the AnswerStat magazine website under “Services.”

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