Tag Archives: Vendor Spotlight

Vendor Spotlight on SDC Solutions, Inc. (SDC)

SDC Solutions, Inc., a division of Amcom Software, is a leading provider of mission-critical communications solutions. Through a robust suite of products, including IntelliDESK® PC-based Console, IntelliSPEECH® Intelligent Virtual Agent, WebSERVICES Web-based Directory, IPSERVICES IP-based Directory, and Event and Emergency Notification, SDC integrates industry standard technologies to provide easy access to centralized directory knowledge. SDC products streamline communications to increase patient safety and satisfaction, boost staff productivity, and reduce operating costs. They can be used together as part of a total call handling solution or individually, based on an organization’s needs.

SDC is committed to combining the most innovative technological concepts with solid traditional values in order to provide our customers and partners with secure, reliable communications, mission-critical solutions, and unparalleled customer satisfaction. SDC is known for its superior service, custom development, implementation, training, and customer support.

History: SDC Solutions was founded as System Development Company of New Hampshire in 1984 by President and CEO Joseph Jarnutowski, an already seasoned healthcare professional. Upon its inception, SDC was quickly chosen as an IBM business partner in the Application Specialist Program to develop application integrations for communications throughout hospital facilities.

In 1986, SDC began working with Siemens Business Communications (then ROLM) for the integration of voice and data (CTI). In 1989, Siemens selected SDC as its first business partner in the Complimentary Applications Program for healthcare and other industries. SDC has since expanded their list of application partners to involve several major PBX vendors, including Avaya, CISCO, Ericsson, Fujitsu, NEC, NORTEL, and 3COM.

In 2005, System Development Company of New Hampshire launched its new corporate identity as SDC Solutions. The new identity reflected the evolution of SDC over its more than 20-year history, growing from a development company into a true solutions provider. This new identity accurately communicated SDC’s commitment to innovation, efficiency, and most importantly, customer service and support.

Based in Manchester, New Hampshire, SDC has field offices throughout the United States. Through its more than two decades in business, SDC has become a trusted and reliable provider of cost-effective tools that help healthcare organizations conduct business more efficiently.

Products: The core of SDC’s solution is a comprehensive enterprise database which houses all information critical to a healthcare environment and is automatically kept up-to-date by leveraging existing HR and patient information systems. This single database is accessible by a suite of products designed to integrate with and reinforce each other, thus creating an all-inclusive solution, helping hospitals streamline and facilitate all forms of communications across the organization. SDC’s products are adaptable to organizations of all sizes and integrate seamlessly into most PBX environments in a standard Windows-based setting.

IntelliDESK®: IntelliDESK is a comprehensive PC-based attendant console designed to meet specific healthcare requirements. IntelliDESK provides operator-access to the comprehensive enterprise database and delivers critical hospital information, such as on-call schedules, physician, staff and patient contact information, employee status, departmental information, and emergency procedures, directly to the operators’ desktops. Using a programmable keyboard designed specifically for healthcare, operators are able to process more calls in less time and with greater accuracy. Ultimately, operator efficiency improves, leading to enhanced customer service.

IntelliDESK highlights include:

  • Contact Preferences and Notes: Provides all the information necessary to get the right calls to the right person.
  • Emergency Processing: Supplies the operator with a pre-defined list of emergencies, proper procedures, immediate paging, and autodialing to pre-defined emergency teams. Includes automatic transaction logging.
  • Park and Retrieve/Meet Me Paging: Frees operators by allowing them to “park” a call on a designated extension and notify the recipient via a “Meet Me” page. The call may be retrieved without additional operator assistance.
  • Programmable Keyboard: Provides single keystroke access to IntelliDESK features and functions, thereby promoting efficiency and eliminating potential keystroke errors.

IntelliSPEECH®: IntelliSPEECH Intelligent Virtual Agent provides natural access to the comprehensive enterprise database via the spoken word. Inbound callers may connect their own call, initiate a page, or access information by stating a command rather than using operator assistance or confusing touchtone menus. Used as a virtual hospital employee, IntelliSPEECH eliminates up to eighty percent of routine calls, allowing operators to provide the highest level of customer support and manage tasks that are more complex. Incoming calls are answered by a pleasant virtual operator, combining state of the art technology with a human touch.

IntelliSPEECH highlights include:

  • Emergency Notification System (ENS): Automates the process of emergency paging and auto-dialing.
  • Unique User Identification: Ensures system security by authenticating users before allowing system access or modifications.
  • Email Reader: Enables callers to create, retrieve, and reply to emails using speech.
  • Custom Greetings: Allows different internal and external greetings. In addition, external greetings can be changed in real-time and scheduled as needed from the telephone.

WebSERVICES: Designed to deliver employee access to the comprehensive enterprise database, WebSERVICES facilitates easy-to-use database search capabilities for physicians and staff with Web access, both desktop and mobile. WebSERVICES also improves the process of managing departmental on-call schedules by empowering departments to easily and securely update this information, eliminating multiple data entry and ensuring that all operators have immediate access to the most accurate information.

WebSERVICES is comprised of three components:

  • Directory: Delivers the same directory used by operators to all employees via the Intranet. From the directory, employees can look up numbers, pocket page, change personal status, send email, and temporarily reassign pagers.
  • Administration/Personal: Allows authorized users to edit information and schedules and enables departments to input their own changes to the directory and on-call schedules.
  • OnCall: Allows on-call schedules to be viewed from any computer on the Intranet. Users are able to view the schedules for various departments, as well as access contact information and pocket page from this screen

IPSERVICES: IPSERVICES is designed to save critical time by allowing employees to access the comprehensive enterprise database directly from IP display phones. Each directory search providesstatus, title, department, extension, and pager or messaging device. Additional information can be provided according to an organization’s specific needs. IPSERVICES saves time by allowing employees to connect their call or launch a page directly from the IP screen and further promotes directory accuracy by providing employees with an additional way to update their status. Ultimately, IPSERVICES helps expedite accurate internal communications without operator assistance, saving critical employee time and effort by allowing operators to devote more attention to customer service.

IPSERVICES highlights include:

  • OnCall: Allows on-call schedules to be viewed from any IP display phone. Users are able to view the schedules for various departments, as well as access contact information and page from the display screen.
  • Emergency Procedures: With proper authorization, users can launch an emergency, with request for response, from any IP display phone.

IPBanner: IPBanner is an IP-based messaging application that delivers an unlimited number of banner messages to an unlimited number of IP display phones. In a healthcare environment, IPBanner is extremely useful for pushing notifications, such as department meeting updates, site events, or JCAHO arrival dates and times, to administration, staff, and outlying clinics.  The banners are simple to create, support text and high-resolution graphics, and can be delivered one at a time or on a specified rotation. Customer-defined endpoints can be used for messages requiring a response. Organizations can also employ the application as a revenue-generating source by selling banner ads to local businesses and restaurants.

Additional Product Modules: SDC provides a comprehensive selection of additional product modules that augment the base product offering. Additional product modules include:

  • Paging
  • Messaging
  • OnCall
  • Enhanced Call Handling
  • Park and Retrieve
  • Administration
  • Directory Updates (EDIX)
  • Patient Information Module (PIM)
  • Physician’s Message Delivery
  • Property Management System Integration (PMSI)

Custom Solutions: In addition to packaged applications, SDC specializes in creating individualized custom applications and integrations to address customer’s specific business challenges.

[From the Fall 2004 issue of AnswerStat magazine]

Vendor Spotlight – Telescan: Keeping Your Call Center Ahead of Technology

Even the casual observer can’t help notice the big changes in Telescan in the past two years. Nearly all these changes will improve medical call centers, make their operations more efficient, give them more services to offer, and increase revenues or profits. The story behind these changes starts with the change in ownership.

In 2002, Robert Riggs, Jr. and Roger Young were negotiating with George Meyer to buy Telescan when they decided to conduct some market research to find out what the market thought of Telescan. They enlisted a research firm to conduct two focus groups, one with Telescan users and one with non-users. The research was conducted via telephone conference of users across the country. The research discovered two very important facts about Telescan: 1) Telescan users loved the product and said it was the best technology on the market, and 2) non-users knew nothing about Telescan.

“We knew from the research,” added Roger Young, Telescan President, “we had a great product. All we needed to do was let people know about it.”

The ‘great product’ that is Telescan was founded by George and Judy Meyer, telephone answering service business owners. Frustrated with systems that were always down, George decided to develop his own call processing system to make his business more profitable and more efficient. From that beginning, all Telescan products have been designed to be the best in the business and keep running 24/7.

Keeping Your Business in Business: When Riggs and Young purchased the business, they decided to make this philosophy their new marketing tagline, “Keeping Your Business in Business.” They also kept Telescan’s commitment to developing new products for answering services and staying ahead of the technology demands of the clients. They have continued to introduce a stream of new products tat will help medical call centers be more efficient and profitable. Since 2002, Telescan has introduced a completely new call processing system, Spectrum and a new digital switching platform, Prism.

The new management quickly learned the importance of medical call center businesses. “In a slumping economy,” said Young, “the demand for answering services in the medical community is growing. The ability to speak to an actual operator is more important in the medical industry. Voice prompt doesn’t work well in a medical emergency. Telescan is committed to developing new products and features to meet the needs of the medical market.”

Spectrum Messenger: Spectrum Messenger, a secured, selective instant messaging system, is one product recently introduced by Telescan that has important application in the medical industry. With more and more physicians and hospitals relying on the Internet, instant messaging has become a vital tool. “With Spectrum Messenger,” commented Lee Mueller of Telescan, “a client can directly contact their answering service through email to update information or advise them of any necessary changes. At anytime of day or night, a doctor may notify the service through text message, PDA or through basic email of schedule changes or patient information. We think this feature gives call centers using Telescan an advantage over their competition”

Telescan’s new Spectrum Messenger instant messaging system is changing procedures for Carolyn’s Communications in Atlanta Georgia. With Telescan’s help, they are working to link their operators to the local children’s hospital. They had been faxing messages to the hospital. The hospital then calls them with instructions on how to handle the call or which doctor to page. Spectrum Messenger will allow instant, real-time messaging between Carolyn’s Communications and the hospital. “This will speed up the process, make it easier for everyone involved and we can provide the doctor more complete information” Carolyn said, “With this system, we expect to get more hospital clients.”

Tammi Anderson of Medcom in Columbia, South Carolina agrees. “Telescan has helped us move to the future with internet services. Everyone wants to access information through the internet. Our physicians are very happy that we can now email to cell phones, palm pilots and lap tops and they don’t have to carry a separate pager.

On-Call Scheduler: Telescan’s new Spectrum On-Call Scheduler is another new product designed for the medical community. Spectrum On-Call Scheduler helps track doctors’ complex schedules better and gives call centers more services to offer medical clients. With Telescan’s On-Call Scheduler, the call center can actually manage the on-call schedule for a physician or group. Instead of receiving schedules from the doctor’s office, the call center can prepare the schedule, including combined schedules for large doctors’ groups, or even with a weekend shared schedule with a partner group. Since many doctors are trying to reduce staffing, they are eager to outsource as much as they can.

“This new software allows call centers to expand services without adding staff,” said program developer, Bob Vornberg of Telescan. “That translates to increased income and/or services,” Bob added.

Future Plans: This year Telescan plans to roll out several more new programs that will help call centers meet their clients’ demands for access to PDAs and the Internet including Spectrum VMail, a full function application that brings integrated voice messaging to the Prism platform; Spectrum IVR, interactive voice response, and companion to VMail; and Spectrum Data Manager which combines a high-performance database server with a full-range of networking and reporting capabilities.

“We are working every day to find new ways to improve call center services, said Robert Vornberg, Telescan’s Director of Product Development. “New technology like PDAs and text messaging demands that we keep developing new products. It is our goal to keep one step ahead of technology, and that is a tall order,” he added.

Axon Acquisition: In March of 2003, Telescan acquired Axon Communications, located in Santa Ana, California. Axon was not just a good product fit, but also an almost perfect fit of business philosophy. Their dedication to quality products mirrored the Telescan quality. Axon brought a new market. The AXON 8000 system was designed for emerging answering services that needed a smaller, more reasonably priced system for their growing business.

One of the goals Telescan management had in mind when they purchased Axon Communications was to marry the two platforms for new program solutions. The first product of that marriage, a Call Lists Feature to Telescan’s Spectrum system was recently introduced.

Call Lists Feature: Telescan’s new Call Lists Feature allows agents the ability to choose which call to answer. Normal system operation alerts an agent that a call is available and the system automatically presents a call off the ringing call list. Telescan’s new Call Lists Feature allows the agent to elect to answer a lower priority call. The Call Lists Feature will be administratively selectable. A manager may choose to activate this feature on an agent-by-agent basis, giving them control over the agents’ choice.

“We believe our new Call Lists Feature provides the best of both worlds for Spectrum users,” said Robert Riggs, Jr., Telecom’s Director. “It provides agents call selection freedom and management control over the feature. We look forward to many more such advances with the blending of two outstanding system platforms.”

With Telescan’s progressive new management, you can expect more good news in the future.

[From the Spring 2004 issue of AnswerStat magazine]

Vendor Spotlight – Amcom Software

Communication Challenges – Amcom Software Solutions

Amcom Software provides the communication backbone for the hospital.The hospital call center world, while never static, has seen significant technology changes and improvements over recent months and years. A look at trends affecting hospital operations shows that the landscape will continue to shift, and call center management and staff will continue to be challenged to prove and improve their department’s value to their organizations. As one of the leading innovators in the industry, Amcom Software provides ways for hospital call centers to meet the challenges and opportunities these trends present.

The Challenge to Reduce Costs and Increase Efficiency: The need to become more efficient, more effective, and less costly– to help meet the ever-increasing cost pressures faced by all healthcare providers– is a challenge both familiar and well understood. This is made more difficult as call volumes increase and technological sophistication becomes a given within the industry. The opportunity for improvement is made even more complex as patients demand and receive a stronger role in their healthcare decisions, better communication at all points in their care– and at the same time, ask that healthcare costs decline.

The answers to many of these challenges can be found in fully integrated communications systems. These connect patient information, staff scheduling systems, multiple facilities, and communications networks via easy-to-use, flexible, cost-efficient call center operations. Amcom’s integrated suites of call center, emergency management, and critical alert communications solutions are broader, more effective, and completely integrated. Amcom solutions quickly connect with employee and patient records, on-call scheduling, public safety, and other systems to provide accurate, timely communications connections via PBX, VoIP, or wireless networks. Information can flow quickly to the right people, at the right time, via whatever device they choose for a given situation.

The recent addition of Commtech Wireless to Amcom’s portfolio gives customers the ability to connect critical data sources, such as nurse call alarms and patient monitors, to the right people via their preferred communication devices. Commtech also provides industry-leading paging infrastructure and a full line of pagers. They even offer waiting-room “coaster” pagers for the mutual convenience of staff, as well as patients and their families. Moreover, to ensure cost-effective implementations, Amcom’s customer support teams work quickly to achieve rock-solid installations and flawless execution of mission-critical communication strategies.

Expanding Technology: The industry is also experiencing an unprecedented trend toward expanding technology. VoIP, wireless, UC, and mobile Web are all terms virtually unheard in the hospital environment until recently. Add to that the concept of integrating communications technology with critical alert and monitoring equipment and on-call and staff scheduling functions, as well as nurse-call and emergency management systems, and a new concept of the growing importance of hospital communications capabilities emerges.

Many of these technologies, managed by Amcom Software and connectivity solutions, are enabling customers, such as Goshen General Hospital in Goshen, Ind., to achieve dramatic results in the way they respond to life-threatening situations. Goshen has reduced their door to balloon time — the time it takes to get a heart attack patient from ER arrival to surgical-suite catherization — from one hundred twenty-nine minutes to only seventy-one — well below the AHA/ACC goal of ninety minutes. Similar improvements, based on better communications and the planning tools available from Amcom Software, are helping save lives, improve patient outcomes, and reduce costs at hospitals and emergency rooms around the world.

The Growth of Call Center Automation: The healthcare industry is trending toward automation of communication centers because it is the key to strategies focusing on cost savings, productivity, and operator performance. Healthcare institutions also automate to reduce abandoned calls, increase speed of answer, improve operator morale, reduce operator fatigue, and provide Web-based communication. They see automation as a way to consolidate operations, reduce costs, and decrease the number of operator-assisted calls. Recent industry data, for instance, shows that within the next five years, eighty-five percent of health care providers plan to improve their communication centers, with fifty-three percent planning to automate.

Consider the example of Emory University and Emory Healthcare, which first installed computer telephony integration in 2002. Emory’s medical network in Atlanta serves 11,600 students and 2,700 faculty members, as well as the public, through its nationally renowned hospitals and clinics. Emory’s results have been nothing short of exceptional. Amcom call center software allows Emory’s communication staff to more easily and quickly page employees, forward calls, schedule events, and handle growing call volume.

Emory was able to reduce staffing levels in their call center by nearly fifty percent, while creating new positions to provide analysis and planning that have dramatically improved their call-handling results. They have decreased on-call schedule production time and increased their ability to prepare those schedules further into the future. The center can schedule all activities of its individual staff members, from meals and breaks to training, in addition to coverage for other departments.

The call center now produces much more accurate call data. Armed with this knowledge, Emory’s communication center maximizes operator efficiencies during high call times and assigns communication specialists to development and projects during slow times. Despite fewer specialists, the new technology has actually led to a decrease in operator fatigue while improving overall performance.

The Emergency Management Challenge: Hospitals and other healthcare institutions are also realizing the benefits of preparing for emergencies in their own environments. From fires and other threats, to health emergencies among the thousands of workers, patients, and guests on site each day, effective notification that enables safe, orderly handling of emergencies is a significant part of achieving HICS (Hospital Incident Command System) plan goals.

Additionally, quick identification of the source of an emergency call for fast action by emergency responders is also gaining an increased profile within the hospital environment. Improved handling of life-threatening situations is made possible by Amcom Software’s notification, E911, and emergency management solutions. One New York hospital– a large provider in the Yale University Health network– implemented Amcom’s E911 and e.Notify solutions after EMTs had a difficult time locating a person who had dialed 911 from a hospital room. That person survived, despite the difficulty in finding him, but the hospital quickly recognized the issue created by the use of a PBX system that couldn’t provide the exact location of an emergency call.

The Profit Center Trend: As communications teams find they are able to handle additional call traffic, they are moving toward actually becoming a for-profit service working for the benefit of other healthcare organizations. Increasing numbers of hospital call centers now leverage their operator team and technology, as well as their unique expertise in the healthcare field, to provide knowledgeable answering and messaging services to doctor’s offices, clinics, and other healthcare providers in their area. Thanks to the flexibility of their Amcom software, they can answer calls as their clients wish, including customized greetings and forwarding or messaging instructions.

Like the many customers already enjoying the benefits of Amcom Software’s solutions, medical organizations can depend on Amcom’s speed, accuracy, and productivity to manage mission-critical, day-to-day, emergency, and event-driven communications. Amcom Software’s advanced solutions for call center communications, emergency management, wireless messaging middleware, and paging infrastructure are used by thousands of leading healthcare organizations. Amcom’s acquisitions of Commtech Wireless and SDC Solutions, along with the additions of Xtend Communications and Telident E911 Solutions, further solidify the company’s market leadership.

For more information, call 800-852-8935 or go to www.amcomsoftware.com.

[From the Winter 2004 issue of AnswerStat magazine]

Vendor Spotlight: 1Call, a Division of Amtelco

Providing the one complete communications system designed to bring it all together

1Call Division of Amtelco provides call center services, PC-based PBX consoles, soft agent, secure communications, emergency notification (HICS), event notification, appointment reminders, and communication systems for healthcare organizations.The 1Call Division of Amtelco, formed in 1997, is dedicated to serving the unique call center and communication needs of healthcare organizations. 1Call focuses on delivering tools to allow patients, physicians, and staff to communicate together as a well-synchronized team.

Exceeding Customers’ Needs: Every patient deserves the best care possible. 1Call’s goal is to provide healthcare organizations with the tools to efficiently handle caller’s requests with a single phone call, saving time, eliminating confusion, and providing patients with the best service possible.

By continuing to meet and exceed customers’ needs, the list of 1Call customers continues to grow. 1Call has hundreds of healthcare customers throughout the US and Canada, both large and small. A snapshot of 1Call customers include: Allina Health System, Anmed Health Medical Center, Bassett Healthcare, Bethesda Healthcare, Billings Clinic, Fairview Health System, Hennepin County Medical Center, Queen Elizabeth II Health Sciences Centre, Sherman Hospital, St. Francis Hospital, University of Augusta Health Care System, University of Nebraska Medical Center, and University of Washington Medical Center.

Innovation: 1Call designs high-performance software applications to offer robust systems that provide hospital-wide communications. Frequent software releases give customers access to the newest features and technology. The 1Call systems furnish seamless integrations with existing legacy IT and PBX networks to save costs and bring information together in a single location, as well as including VoIP and SIP integrations.

The 1Call Modules Include:

  • Call Center Systems: The Infinity system is used by hundreds of hospitals and healthcare organizations. Infinity can be designed for small or large organizations with as few as three to as many as 200 agent/operator stations.
  • PC-Based ACD Agent Stations: Infinity agent/operator stations allow users to make the most of triage, scheduling, physician referral, appointment taking, and other IS programs by adding essential functionality, including ACD call routing, call recording, statistics and reporting, desktop access to all IS modules, screen-based speed dialing, on-call schedules, and Web-based directories.
  • Flexible Call Scripting: Script calls for operators for any hospital-wide application, including patient-to-physician referral, physician-to-physician referral, appointment taking, and class registration.
  • On-Call Scheduling: Allows physicians and staff members hospital-wide to enter their own on-call schedules; the information that operators see is always current.
  • Directories with Individual Contact Methods: Paging, text messaging/SMS, email, and however staff needs to receive communications.
  • Pro Show Appointment Reminders: Automates appointment reminders for patients to help keep physicians’ schedules full. Reminders are sent via email, cell phone, PDA, text-to-speech phone call, and IVR.
  • “Just Say It” Speech Recognition: Gives internal and external callers an easy way to reach the correct person or department when they “just say it.”
  • IVR: Uses Interactive Voice Response (IVR) to automate routine phone calls, such as appointment taking, appointment reminders, class registration, help desk, and physician referral.
  • Call Conferencing: Easily creates multi-party conferences, with or without operator assistance.
  • Voice Logger: Automatically records all calls with screen captures, giving the data needed to ensure accuracy and compliance.
  • Browser-based Applications: Provides convenient access to on-call schedules, directories, patient census, and paging.

Speeding Response Times: When every second counts, organizations need to respond quickly. 1Call’s Red Alert emergency and event notification system has proven to help organizations get personnel to the right place at the right time. Red Alert issues automated alerts by phone, mobile phone, SMS, email, pager, or other methods, ensuring that responders quickly receive alerts. Red Alert is ideal for use in every department for handling code calls, staff shortages, meeting reminders, contingency planning (JCAHO), emergencies (HICS), network outages, scheduled – or unscheduled – events, and weather emergencies.

Featuring 5-Star Service and Support: 1Call works closely with each healthcare and higher education organization and has a reputation for complete, professional system support, offering training, installation, and technical support staff on-call 24/7. 1Call’s 5-Star Service and Support is more than just a slogan; it’s included with every 1Call system:

  • An Informed Customer Care Group: Project managers and the innovation development team work with customers before, during, and long after the installation of 1Call equipment.
  • Experienced Trainers and Installers: Receive detailed training and a smooth installation to help streamline communications for the entire organization. Continuing education opportunities ensure customers are able to utilize the newest features.
  • Knowledgeable Field Engineers: Call or email for field engineering specialists to assist with technical questions.
  • On-Line Resource Library and Tech Helper: Available 24/7 for instant answers.
  • Healthcare Call Center User’s Group: The NAEO (National Amtelco Equipment Owners) group gives valuable support and a creative community for sharing ideas.

Early History: 1Call has a strong history in the telemessaging industry. Amtelco, the parent company of 1Call, was founded in 1976 to provide computer-based telemessaging solutions to the answering service and medical messaging industry. Bill Curtin, the founder of Amtelco, first received a telecommunications patent in 1951. Since then, Amtelco has added an additional 28 patents.

Amtelco Today: Under the leadership of Chairwoman of the Board, Eleanor Curtin, and President, Tom Curtin, Amtelco currently employs over 150 personnel in solutions development, customer care, field engineering, manufacturing, and administrative staff located at Amtelco’s main office in Wisconsin.

Amtelco also has twelve sales offices throughout the U.S. and Canada. In addition to the healthcare and higher education industries served by 1Call, the Amtelco TAS group handles the telephone answering service industry, and the Amtelco XDS group provides computer telephony boards to developers around the world.

The Future: 1Call is dedicated to continuing to provide healthcare and higher education organizations with the modules and features needed to offer more services while containing costs. By working closely with customers, 1Call will continue to develop innovative features and products.

Highlights

  • 1954: Bill Curtin, Amtelco’s founder, receives a US patent on Telesignal, the first concentrator/identifier.
  • 1976: Amtelco is founded to develop, install, and service products in the commercial telephone answering service market.
  • 1977: Amtelco installs its first computer telephony integration (CTI) system named Video III.
  • 1983: Amtelco develops EVE (Electronic Video Exchange), the first paperless ACD and CTI product.
  • 1988: PC-MX, Amtelco’s first-generation PC-based ACD CTI product, is introduced. PC-MX is a patented product that featured paperless messaging and voice processing features.
  • 1993: The Infinity system is introduced. Infinity is the third-generation, PC-based CTI product. Evolving from the PC-MX system, the open architecture Infinity system allows users to take advantage of off-the-shelf PC technology.
  • 1997: Amtelco launches 1Call Division to develop products and service healthcare and higher education markets.
  • 1998: 1Call develops over 150 new features on the Infinity platform.
  • 1999: Infinity software version 5 is introduced.
  • 2000: The eCreator system is introduced, using scripts to simplify complex calls for appointment taking, class registration, and physician referral. Infinity Software Version 5.1 and Voice Logger are introduced.
  • 2001: 1Call offers eLink Hosted Services, and Infinity introduces eResponse, giving organizations an easy way to respond to email messages.
  • 2002: eCreator Software Version 2.0 is introduced, including IVR and appointment reminders. Infinity adds conference bridge.
  • 2003: 1Call introduces Red Alert emergency notification, “Just Say It” speech recognition, and Infinity software version 5.2.
  • 2004: Infinity IS (Intelligent Series) is introduced with Infinity software version 5.3. Infinity IS features innovative enhancements for messaging, on-call scheduling, directories, and dispatching. The Resource Library is also introduced, allowing customers to share Infinity, eCreator, and IVR scripts.
  • 2006: Infinity software version 5.4 is released, with Infinity IS enhancements. Red Alert adds mapping capabilities, making it easy to trigger alerts for specific areas.
  • 2007: 1Call introduces Discovery Forums, which are led by customers and give participants another way to network and share ideas.
  • 2008: 1Call introduces Infinity software version 5.5 with Infinity IS enhancements, the Infinity IS soft agent, and receives a patent for “A System and Method for Intelligent Script Swapping.”
  • 2009: 1Call introduces Synergy HL7, which instantly communicates HL7 data to the personnel who need it. Synergy HL7 is a performance improvement tool that provides advanced, automated notification technology. Red Alert adds ESRI® and Google™ mapping capabilities. 1Call receives a patent for “System and Method for Dynamically Creating Records” for IS scripting which creates a record in the CMI database

Contact 1Call at 800-356-9148, info@1call.com, or www.1call.com.

[From the Fall 2003 issue of AnswerStat magazine]

Vendor Spotlight – Startel Corporation

Technology and Solutions Provider for Healthcare Call Centers

Startel Corporation was founded in March 1980 and is a leading provider of solutions for medical, healthcare, and university communications. Startel has been providing comprehensive communications solutions since its inception and continues to deliver reliable and flexible systems and applications. Customers using Startel’s solutions are able to increase customer satisfaction levels, manage human resources more effectively, reduce training costs, increase employee productivity, and maximize their return on investment (ROI) by taking advantage of the functionality provided by the system. In addition to a powerful system, Startel provides world-class training, custom software development, consulting services, implementation, and support.

Startel’s Soft Switch Solution:

  • Leading Edge: The open architecture of Startel’s Soft Switch ensures that the system will always be up-to-date with all new industry features, functionality, and will support all current trunking options, including SIP, as well as new protocols that may be introduced to the market in the future.
  • Reliability: Minimal hardware requirements provide for less potential failure points, while the software allows for full system redundancy and automated failover.
  • Scalability: Utilizing distributed processing, the system can be scaled to handle virtually any call volume. Processing power can be easily increased using load balancing
  • Mobility: One server connected to the LAN, with either SIP or PSTN trunking, provides telephony to agents throughout the world and supports a full range of IP phones and free soft phones. An agent simply connects via an established VPN gateway.
  • Flexibility: Support is provided for multiple hardware configurations, as well as both TDM and SIP trunking. It utilizes industry standard server class CPUs and supports a wide variety of interface cards for PSTN connectivity, such as FXS/FXO and PRI/BRI.
  • ROI: Users can increase their return on investment by utilizing minimal hardware and via hardware flexibility, allowing for smaller investments in hardware and the ability to easily upgrade hardware over time for better efficiency and lower costs.
  • Maintenance: Startel provides remote diagnosis and soft fixes. The use of load balancing allows for the performance of standard maintenance without taking the system offline.
  • User-Friendly Configuration: A GUI (graphical user interface) allows for remote access for configuration and maintenance.
  • Single Point of Access: All setup and configuration and be handled through a signal access point.
  • Rapid Application Development (RAD): Applications can easily be added due to a full software environment with no hardware modifications.
  • Fully Integrated to the Startel CMC System: The Soft Switch provides full computer telephony integration (CTI) to all Startel CMC functionality.

SMS (Short Message Service): SMS is functionally synonymous with “texting” or “text messaging.” The popularity of SMS has grown dramatically over the last several years, and it is estimated that 75% of cell phone users send text messages daily. Utilized initially as a consumer application, the proliferation of SMS as an alternative business communication has increased dramatically over the last 12 months and is becoming an essential part of the fully integrated business communications platform utilized by call centers worldwide.

Startel is pleased to offer customers with a robust, reliable, low cost, easily implemented/maintained, and fully integrated service. Startel’s SMS service is a pure software solution, the reliability is high, and the total cost of ownership (TCO) is greatly reduced over the SMS solutions. Startel offers two versions of SMS service: one fully integrated into the Startel CMC platform and the other for customers utilizing other call center solutions.

“We’re excited at the potential of Startel’s SMS Service to transform message delivery. SMS will continue to increase as a communication channel. We want to bring our clients innovative solutions that leverage our Startel CMC’s service offerings,” stated Christopher Bell, president of MedCom Professional Services, Inc., located in Levittown, PA. Patty Moreno, systems manager for Alert Answering Service located in Ventura, CA, added, “I like the fact that Startel’s SMS solution is fully integrated with our billing package and includes the ability to set unique IDs for clients and clients’ clients.”

Startel’s Enterprise Instant Messaging (EIM): Startel has created an enterprise instant messaging (EIM) Service that fully integrates with the Startel CMC platform’s administrative controls and can function as a standalone product administered via a Web Interface for customers utilizing other contact center solutions or simply wanting a standalone EIM service.

Startel’s EIM solution enables real-time text based communication between two or more participants over the Internet, the corporate Intranet, or both in combination. Selected features include the ability to transfer files via the IM service, remote desktop monitoring, the ability to send broadcast messages, conference room capability, and secure sockets layer (SSL) encryption capability, as well as all standard features one would expect with an EIM service.

Other Standard features of Startel Call Management Center (CMC): Other standard features of Startel’s CMC are that it is HIPAA compliant and includes a CTI Interface and health level 7 (HL7) integration. Software includes workforce management, intelligent dispatch, voice services, meet-me-paging, and Internet IntelliScheduler. It is a Windows 7, SQL-based system. Startel is a Microsoft Gold Certified Partner, as well as an independent software vendor (ISV).

New Location: Startel Corporation recently moved into their new state of the art facility located in the Irvine Spectrum, a high technology center of Orange County, CA. Just one of the many benefits in the new building is access to the fastest fiber optics service in Southern California, which will allow Startel to expand into hosted services. Their new address is 16 Goodyear, Irvine, CA 92618.

[From the Summer 2003 issue of AnswerStat magazine]