Tag Archives: contact center news

1Call Announces Intelligent Series 5.5 Release

1Call, a division of Amtelco

1Call, a division of Amtelco and a leader in developing software solutions and applications for the healthcare communications and call center marketplace, announced the release of version 5.5 for their Intelligent Series (IS) suite of call center applications.

New features include:

  • Single Sign-On: The single sign-on saves time by providing single sign-on authentication with security assertion markup language or active directory federation services. This feature keeps track of passwords and performs authentication.
  • Conference Bridge: Conveniently provides concurrent multi-party conferences. Moderators have improved control over conferences and can leverage the ANI (automatic number identification) display, manage the total number of participants for each bridge, mute an individual attendee or the entire conference, disconnect individual participants from a conference, and add customizable notes about participants or the conference.
  • Script Event Tracker: The script event tracker gives supervisors detailed information about each step that a script performs, including what happened with and without agent involvement. This provides valuable information about call handling, making it an extremely useful tool for evaluating the efficiency of hospital call center scripts and investigating what happened on a particular call.
  • Artificial Intelligence: Enhances the patient caller’s experience by utilizing machine learning to determine the optimal way to route calls based on prior call history. It uses data about which agents have previously worked with the caller and any dispatches that an agent has started to help determine the best agent for the call. This use of artificial intelligence saves time for both callers and operators to provide a better patient experience.
  • Speech Analytics: Provides a deeper analysis of call logs, including a transcript of the call and describing the overall tone of the caller. This is an important feature for all hospital departments.

“The new features that our 5.5 update provides are not only important to an organization’s many unique call centers, but they also impact more immediate care team communications and patient satisfaction enterprise wide,” said Tom Curtin, CEO of Amtelco and 1Call. “These updates have been designed to be a time-saver for staff and help provide better service to patients.”

Amtelco Solution Helps Customers Transform Agent Experience

1Call, a division of Amtelco

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.

1Call, a division of Amtelco

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. 

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.

Sticky Customer Service, by Peter Lyle DeHaan

“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.

Author Peter Lyle DeHaan

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.

Keona Health Adds Two Industry Veterans



Keona Health, the innovative developer of Health Desk, an AI-driven healthcare CRM, and patient access platform, announced that Gina Tabone, VP strategic partnerships, and Darin Southard, chief commercial officer, have joined its leadership team.

Oakkar Oakkar, Keona’s CEO, commented, “Gina’s background is a perfect fit with Keona’s goal to provide every patient the accurate and personalized care they deserve, anytime and anywhere. I couldn’t be more thrilled to welcome her to the team.”

Southard said, “the reason I chose to join Keona is the company’s innovative platform that helps healthcare organizations solve some of its biggest challenges: triaging and getting patients scheduled at the appropriate level of care, whether it’s telehealth or in-person appointment. COVID 19 has certainly changed the way healthcare services are scheduled and delivered, and the Keona Health Desk platform integrates with the health system’s EMR to streamline that process.”

Keona Health

Keona Health partners with many health systems, group practices, and outsourced contact centers to provide convenient access to its Health Desk platform to optimize the patient engagement workflows handled by agents/nurses and self-service options by patients on the web.

TeamHealth Medical Call Center Rebrands as AccessNurse



Started in 1996 to support TeamHealth physicians, TeamHealth Medical Call Center evolved over time, outgrowing its brand identity and core message, which is a natural part of every dynamic, growing business. Now, more than two decades later, they have evolved to become a premiere provider of medical call center solutions, offering services to more than fifteen thousand providers in individual and group practices, hospital systems, universities, community health centers, and other medical organizations across the United States. Today they are more dynamic than ever, and their new brand of AccessNurse reflects this reality.

Since their conception, providing access to medical care has been the underlying theme and pulse of the call center. Woven into every fabric of their new brand is the word access: from their story to how they treat clients and their patients. The new AccessNurse name is a textual representation of what they offer, believe in, and represent: providing clients and patients with 24/7 access to definitive nurse care. They also supplement this new name with the tagline, “A TeamHealth Company” to reinforce their alignment with TeamHealth and the medical integrity, experience, and resources that go along with that relationship.

1Call Expands Architecture Solutions Team to Support Growing Customer Base

1Call, a division of Amtelco

1Call, a division of Amtelco and a leader in developing software solutions and applications designed for the specific needs of the healthcare call center marketplace, announced the promotion of Amber Schroedl to solutions architect.

“Amber has been a key part of our success, and brings a unique, real-world set of skills to our department,” said Kevin Mahoney, director of solutions architecture. “We are thrilled to promote her to this important position and serve our customers better by reducing implementation and go-live times.

The Solutions Architecture Team supports existing and potential customers by performing live product demonstrations, providing custom documentation and templates, and validating customer’s voice, data, internet, and cloud computing application requirements to ensure effective use of all communication solutions.

1Call features a complete line of modular solutions specifically designed to streamline enterprise-wide healthcare communications, save an organization’s limited resources, and make them tremendously efficient by helping them bring wellness to their patients and their bottom line. 

1Call, a division of Amtelco

For more information visit www.1Call.com.

Is It Time to Start a Medical Answering Service?



Get the latest info in the book How to Start a Telephone Answering Service.

Industry veteran Peter Lyle DeHaan released his insider’s guide to starting an answering service earlier this year. How to Start a Telephone Answering Service concisely shares the essential information needed to start an answering service.

Based on decades of industry experience and years of consulting for hospital communication centers, healthcare call centers, and medical answering services, Peter Lyle DeHaan, PhD, released this book as a service to the industry.

“I open the book trying to talk people out of starting an answering service. If they decide to proceed, I want them to do it right and not damage the industry by making naïve mistakes,” said DeHaan. It’s an essential resource for anyone thinking about starting a medical answering service.

“When I consulted for the industry, people kept asking for information on how to start an answering service. I repeated the same advice so often, that I eventually to putting it online.” Since day one that website received steady traffic. Now, for the first time, that updated information is available in a book.

Available in paperback and e-book. Learn more.

C3/CustomerContactChannels Opens Vegas Call Center



C3/CustomerContactChannels, a global provider of customer contact solutions, opened a new contact center in Las Vegas and plans to hire 800 employees by year’s end; the center will serve health insurance clients. This is C3’s first contact center in Las Vegas.

C3 chose Las Vegas for its newest contact center location because of the highly skilled and eager contact center workforce. “The talent pool is exceptional in Las Vegas,” said senior vice president of human resources Bob Tenzer. “C3 has an incredible work culture to share with the Las Vegas community and we are excited to be able to train the next wave of enthusiastic career-driven people. In fact, in the eight weeks since our first team started, we’ve already had three promotions.”

C3 hired about 300 people to begin operations for the new center, but will need to hire about 500 more before January 1. C3 is seeking customer care agents to serve health insurance clients and will train new employees to help provide high-touch customer service for the Medicare products they service. C3 prides itself on providing agents in-depth training before an assignment and offers them the ability to grow within the company.

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

BPO Reveals Pros and Cons of Three Types of Inbound Call Transfers



Sound Telecom, a leading call center, released an article titled “The Journey of a Call Transfer.” In it, Brian Gabriel expounds on three different kinds of call transfers. He explains how choosing the type of transfer that is best cannot be reduced to a blanket solution. A person should choose a form of transfer based on business’ needs and priorities: speed or efficiency.

The three types of call transfers discussed are blind transfers, warm transfers, and message relay. According to the article, these are the most important aspects to consider when choosing a type of transfer: cost, efficiency, effectiveness, brand, and customer service orientation.

A blind transfer is when a receptionist receives a phone call and simply transfers the call to the correct location, without prompting the receiver. A warm transfer happens when the receptionist receives the call and asks for information such as the caller’s name and reason for the call to announce it upon transferring. The message relay is when calls are answered by an agent who records the information and then relays it to the intended receiver. Gabriel explains the benefits and limitations of each and makes it easy for a business owner to decide which option is most suitable for their company.

When asked about the motivation for writing this article, Gabriel said, “I wanted to help business owners understand the possibilities offered by simple call transfer. Transfers sound so easy ‘on paper,’ but there are many ramifications to consider- especially when you want to build a consistent support program.”

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

Outsourcer Shares How Medical Professionals Can Benefit From a HIPAA Compliant Call Center



Sound Telecom released an informative piece explaining how healthcare companies can fully utilize a medical call center to fulfill their telecom needs. As a nationwide provider of call center services with US-based agents, Sound Telecom composed the article “How a HIPAA Compliant Call Center Delivers Healthcare Solutions.” The piece delves into the features a good medical call center has available to healthcare clients, many of which are not normally fully utilized to their greatest advantage.

The article opens by stressing the importance of medical professionals understanding their own objectives, challenges, and clients in order to create a successful program. It also gives examples of several of the many types of healthcare workers that benefit from unified telecom outsourcing. Finally, the last bit of housekeeping before getting into the meat of the article explains the importance of HIPAA and HITECH compliance in every aspect of the medical call center and all of its operational angles. Over a dozen different features are outlined within the article as each one touches on highlights and specific medical applications.

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