During the opening session, Linda Bigley from Cleveland Clinic covered “1Call Solutions for Your Hospital Enterprise,” explaining why, how, and the challenges of consolidation at her organization. A majority of sessions were led by customers, covering various topics including Using ACD Stations Throughout Your Facility, Welcome Center vs. Call Center, Advanced Scripting, Best Practices for Building Perfect Directories, and Soft Agent Scripting. Attendees also learned about the newest Infinity features, along with MergeComm, miSecureMessages, and Soft Switching. Training sessions covered Directories, On-Call Scheduling, and Scripting.
Comments from attendees included, “It’s great to share information with other organizations and learn best practices!” “I appreciate the wonderful work you have all done and the time you are all willing to take to talk to your customers!” “There is always a tip provided in each class that people can bring back to their company.” “Great networking.” “Got me motivated!” “Great topics and value. I learned tons!” “This is a top-notch company, and they really care about their customers and their employees.”
In related news, the 1Call Division of Amtelco announced it has completed successful testing with ShoreTel, and received certification for the Infinity system. Infinity interfaces with ShoreTel via SIP trunking. The Infinity system provides intelligent attendant console functionality to streamline communications throughout an organization. Infinity helps manage all types of calls, and eliminates errors with features such as intuitive guided scripting, on-call scheduling, directories, and automated communications.
Amtelco’s vice president of research and development, Kevin Beale stated, “Our new partnership with ShoreTel allows us to work directly with them to provide sophisticated communication solutions for our mutual healthcare customers.”