1Call’s mission: Working together to provide the very best communication product solutions, backed by the best support available.
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 clinical 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 received twenty-eight patents, covering a wide range of communications processes.
Hospitals and healthcare organizations around the world turn to 1Call to solve their medical call center, answering service, on-call scheduling, on-site and remote operator, web-based communication, call handling, secure messaging, voice processing, conference calling, and automated integration engine notification needs. In an independent survey, 100 percent of the respondents said they would highly recommend Amtelco and 1Call over other healthcare communication providers.
Five-Star Service and Support
1Call has a reputation for complete, professional system support, offering training, installation, and technical support staff on call on a 24-hour basis. When customers need assistance for their call center solutions, 1Call’s customer support staff provides fast and reliable service. Customer advocates, solutions architects, and product managers are available to help customers and answer questions before, during, and after the sale.
1Call understands that every healthcare organization has unique needs. 1Call’s customer support staff includes implementation specialists, installers, project managers, and technical support staff. 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 many of the staff members are in the Midwest home office, there are several regional offices around the United States.
Help When Needed, Pandemic Response
When the coronavirus became a pandemic and hospital call centers experienced a sharp increase in call volume, 1Call supported customers by offering free operator licenses. Because 1Call’s software can turn any desktop or laptop computer into a professional operator station, the service department also helped in setting up remote operator stations so staff could work safely from home.
“The free license offer from 1Call came at the right time. Additional operators were up and running quickly. I can’t tell you how appreciative I was to be able to have the ability for more agents to cover all of our calls,” said Shelley White, MS, CHAM, FACHE and director, patient access services for State University of New York (SUNY) Upstate Medical University
Customers have access to 1Call’s support team via phone, email, or the exclusive online TechHelper tool, where documentation, manuals, videos, and many more training tools are available. TechHelper is available 24-hours a day, with unlimited access. Emergency assistance for 1Call systems is available 24-hours a day, 365-days a year.
Software upgrades are included with support agreements, helping ensure that 1Call customers always have access to the newest features.
In an independent customer satisfaction survey, 97 percent of the respondents said the Amtelco and 1Call service and support was excellent (Amtelco Satisfaction Research Study conducted by TMA+Peritus, February 2015). 1Call looks forward to partnering with more healthcare organizations to provide this same level of service.
Streamlined Hospital Communication Solutions
1Call features a complete line of modular solutions specifically designed to streamline enterprise-wide communications, reduce errors, and lessen training time for new hospital call center operators. All the specialized 1Call solutions save an organization’s limited resources, making each organization tremendously efficient, enhancing the patient experience, and improving their bottom line.
Each 1Call solution comes with the benefit of Amtelco’s forty plus years of experience in the field of call handling and messaging. Thousands of 1Call and Amtelco systems are in operation around the world, 24-hours each day.
Easily Customizable Clinical Communications
1Call understands that every healthcare organization has unique needs and that they sometimes receive 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. 1Call also has a scripting team that is available to help customers with any specific requests.
Why Choose 1Call?
Hospitals continually recommend 1Call solutions to other healthcare organizations. So, more healthcare organizations continue to switch to 1Call. “Pretty much all of the 1Call team worked long hours as we trudged towards the cutover. I was constantly amazed to be getting email replies to questions at all hours of the day and weekends,” said Kevin Mallon, project manager for Canterbury District Health Board in Christchurch, New Zealand. (Watch video testimonials.)
Strong Partner Relationships
Hospital CIOs and CTOs are under tremendous pressure to do more with smaller budgets and staff. It’s paramount that they have a reliable health communications IT partner. 1Call forms solid partnerships with 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 that the 1Call systems are at their optimum performance levels to meet all 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 services to produce a comprehensive solution that satisfies the needs of each organization.
The 1Call technology partnerships include:
- American Messaging
- 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)
- Interactive Intelligence Global Alliance
- Interbit Data
- 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.
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 Web Agent, miTeamWeb, MergeComm, and Genesis:
Web Agent: 1Call’s next generation, call-handling application, Web Agent, is a web browser-based telephone agent interface. Web Agent is compatible with most modern web browsers, enabling agents to process multi-channel calls on desktop computers, laptops, and tablets. Web Agent can perform directory searches, scripted messaging, and dispatching, and provide access to call log recordings, web content, and on-call schedules.
MiTeamWeb: MiTeamWeb is 1Call’s mobile-friendly web application that gives physicians and hospital staff fast access to on-call schedules, messages, directories, call logs, and status information using a secure browser connection on a PC, smartphone or tablet. The app features customizable widgets, allowing each user to personalize their miTeamWeb home screen.
The MergeComm Integration Engine: MergeComm automates 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 go to an individual, an entire group, or the current on-call personnel. Notification methods include email, miSecureMessages, IP phones, pagers, phones, smart devices, SMS, and Vocera badges.
The Genesis Platform: Provides the Intelligent Series applications with advanced software-based telephony. Genesis provides an all-inclusive call center solution for healthcare call routing, 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 SIP-enabled PBXs, connecting remote agents, and automating overhead paging.
Priority Call Override is a feature of Genesis that ensures urgent calls receive appropriate priority treatment to provide better care to patients. Code calls, emergency calls, crisis calls, and other priority calls can override less urgent calls, allowing agents to take immediate action. The call routes to the most qualified operator available and notifies all agents that a priority call is in progress.
As technology continues to evolve (and everyone knows it will) and as customers have new communication challenges, rest assured that 1Call and Amtelco will continue to develop new innovative solutions, as they have for over forty years.