Vendor Profile on Amtelco

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For forty-four years Amtelco has focused on providing call center solutions that meet or exceed customer expectations, backed by top-notch service and support. Amtelco systems and software process millions of telephone calls every day by operations in all fifty US states and more than twenty other countries. 

Amtelco president Tom Curtin states: “We truly believe that our customers and employees are extended family, and that culture is what fuels our business success. Each employee clearly sees how their work contributes to our business objectives, which ensures that all employees feel connected to one another and to our mission.” Amtelco has always been family-owned and managed through multiple generations who care for and understand their customers’ business.

This dedication is evident in the average length of service of Amtelco employees. Of the more than 130 employees, 37 percent have more than fifteen years of experience, and 17 percent have more than twenty years of experience at Amtelco. In nine of Amtelco’s eleven departments, the average length of service is eleven or more years, and three departments have an average length of service of almost twenty. Amtelco recently received a Top Workplaces 2020 honor and a special award for work/life flexibility by the Wisconsin State Journal

By working closely with customers, Amtelco continues to develop innovative features and products to provide the best communications solutions.

Effective and Versatile Application

The Genesis Intelligent Series and Genesis Spectrum is an entirely software-based solution that provides a seamless integration of social media, websites, mobile communications, reporting, voicemail, and secure messaging. 

The key to the Genesis Series is the simplified administration and management of all call center applications within the Intelligent Series Supervisor. This reduces errors, administration, new client activation time, and maintenance overhead. Users can increase revenue through reduced labor and faster client activation. 

The Genesis Intelligent Series enables deployment in a virtual machine environment. This provides simplification of server utilization and maintenance to improve reliability and reduce overhead costs. The Genesis Series is perfectly suited for cloud applications. This enables deployment of the solution in cloud environments. Cloud implementation reduces premise-based equipment and overhead and provides flexibility and reliability by capitalizing on the cloud provider infrastructure.

Productive Remote Agent Solution

Communications software and virtual operator applications, such as Amtelco’s Genesis web agent, make working from home easy. The web agent application makes any personal computer a professional telephone agent station. 

Genesis Web Agent enables agents to process multichannel calls through desktop computers, laptops, and tablets from a web browser. The application uses WebRTC to provide agent audio in a secure, multimedia environment. All agent functions are available for remote agent connections, which allows for a smooth transition. For callers, the fact that the agents are remote is transparent.

Secure and Efficient Messaging

Businesses and healthcare enterprises use miSecureMessages to keep their communications secure. They trust miSecureMessages for communications security. The secure messaging app sends encrypted text, photo, audio, and video content.

MiSecureMessages has benefits for anyone using call centers for receptionist and messaging services to save time, increase efficiency, and improve security. It offers easy and encrypted messaging that’s perfect for small, medium, and large organizations. MiSecureMessages is an integral part of a complete secure messaging system. 

Version 6.7 of miSecureMessages includes the following enhancements: 

  • Android and Apple users can select different sounds for high-priority notifications versus normal-priority alerts. This allows users to know the priority of an incoming message.
  • When miSecureMessages users turn off their notifications, they have the option to enter their own away message or choose a preprogrammed message. The away message sends automatically to contacts who send them a message and appears on the contacts screen to other users in the same group. Away messages can be set in advance for a specific start and end date and time.
  • Messages can be sent with three different reply modes: allow replies to all recipients in the thread, only allow replies to the sender, or not allow any replies.
  • MiSecureMessages users can create their own personal quick phrases for use in composing and replying to messages. Each user’s personal quick phrases display in that user’s quick phrases menu, along with the group and system level quick phrases, if enabled.

Enhancing Quality Assurance and Productivity

The Genesis IS agent assessment feature is a customizable survey and scoring tool for assessing agent performance on individual calls. Supervisors can easily create new assessments, add, edit, and remove questions, customize the weight of questions, specify which assessments apply for which clients, and set a default assessment if a client doesn’t have one assigned. 

Data about recent assessment scores include the name of the agent assessed, who evaluated the agent, the client name and number, the score the agent received, the date of the call, and the call length. 

The call tracker analytics feature of the IS Supervisor dashboard displays charts of call event data. Displayed data includes total calls, calls per agent, calls per station type, calls per call type, calls per client, and service-level performance. The data can automatically refresh at configurable time intervals. 

The service-level charting widget provides a visual representation of activities related to specific target goals. Data grouping can cover the year, month, week, day, hour, or quarter hour. A variety of displayable data includes the average answer time, service-level answer time, agent and system abandons, total calls, calls per agent, and calls per call type. Users can configure target levels for the service level answer time, agent abandons, and system abandons, with the option to display the target levels. 

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