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.

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. 

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 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.

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.]

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.]