The installation by AMTELCO was fabulous and the AMTELCO folks were just great. When I talk to folks, I always compliment AMTELCO’s service. I just feel like the technicians and trainers are always there for me. If I have a question, I just send it off to the trainers and someone always gets back with me. If they can’t answer my question, we set up a time to talk. They will remote in, show me what’s going on and what I need to do. As far as service, we’ve rarely had a real issue with the AMTELCO product. Any time I’ve ever had to call them, they get right in there and take care of the problem.
The best thing about your service department is they never blame the other vendor. When I call and there’s an issue, the technicians say, 'Okay, let’s get in there and we’ll see what’s going on.' They’re just there to help. They don’t care whose issue it is, they just want this product running. And they want me satisfied.
I don’t have an issue with them at all, ever. If I call, they’re always there and always willing to help me. And one of the other things, which was important to me when we first installed the product, is that never do they ever talk down to you. Never do they act like ‘You should know this.’ They’re just great!
Brody School of Medicine & Pitt County Memorial Hospital
Greenville, North Carolina
The AMTELCO services have helped the hospital and school of medicine offer better service to patients by improving quality of call handling, reducing wait times for hospital callers and reducing the potential for errors at the after-hours answering service.
QEII Health Sciences Centre
Halifax, Nova Scotia
The QEII’s communications system links doctors, nurses, staff and customers by providing a single source for information and communications from one location. Information is presented to the operator on a PC screen in a consistent and logical manner, allowing operators to handle more calls in less time. The 1Call system has improved efficiency notably. Another advantage the system offers is accountability. Every call that comes in is recorded and monitored.
Michelle Jacobson, Telecom Supervisor
Hennepin County Medical Center
Hennepin County Medical Center (HCMC) is a Level I Adult and Pediatric Trauma Center. Following the Interstate 35W bridge collapse on August 1, 2007,many of the patients in serious condition were immediately transported to HCMC. Using their 1Call Infinity system, which handles the calls in and out of the HCMC call center, an internal emergency response was immediately initiated.HCMC efficiently handled more than six times their usual call volume that evening.
“We drill for this type of situation, and our drilling and work has definitely paid off. I was very pleased with the way Infinity worked. Other than the huge volume of calls, from the front-staff perspective, it was just one call at a time, and you just keep moving. It certainly tested the system as far as capacity and flow, and I was very happy with the results.”
Athens Regional Medical Center
Each year, the Athens Regional Medical Center call center handles about 2.5 million transactions, including inbound and outbound calls. They process between 6,000 to 7,000 calls each day. The Athens Regional call center operators are delighted with Infinity’s numerous features. Operators answer two calls at a time, and they’ve actually seen their transaction volume go up. They also offer more services for the hospital, and have continued to add call-handling services for more departments, and add more on-call schedules, with no complaints from the operators.
Kevin Burns, Manager of Telecommunications
Anne Arundel Medical Center
“Quality and patient safety is paramount at AAMC, and this just seemed like a perfect solution for us. We particularly appreciate the updates that increase the efficiency and capabilities of the system. The updates keep coming along, and we keep doing more, and different, things with it.”
Call Center Manager Methodist Medical Center of Illinois
“The operators love RED ALERT! We all love the system, and I was very happy to get it.”