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As we approach the end of 2024, let’s take a moment to reflect on some of the notable events that have unfolded this year.
The call center industry is thriving. The global call center market accounted for $31 billion revenue in 2023, which is understandable because call centers also account for 60% of the global customer service market. Closer to home, nearly 3 million Americans are employed in call centers across the United States.
We are honored that our customers from around the world trust us for their call center software needs. Amtelco’s goal is to help make our customers successful and provide them with leading-edge tools that help make their stressful jobs easier.
This year, our team was busy expanding upon the functionality of Active Insights. Active Insights is our native cloud-specific development powered by artificial intelligence (AI). AI has diverse applications in the telecommunications sector, including determining caller sentiment for automated call scoring, real-time call metrics, and time-saving call transcription.
Our agent scripting was popular again this year because it’s easy to edit and guides agents through each call with up-to-date information. Web-based communication options continued to be a favorite option for remote operators, and we continue to assist our customers with running their call centers in a virtual server environment or in the cloud.
Amtelco underwent a brand refresh in 2024. All of our divisions were unified under the Amtelco name, and our company websites were combined into one revamped site at www.amtelco.com. We even updated our company logo! Keen observers will notice a nod to the telecommunications industry that was purposefully designed for the “a” used in the logo.
For the fifth year in a row, Amtelco was recognized as a top employer in the Madison, Wisconsin, area by being awarded a Top Workplaces honor by the Wisconsin State Journal! Every employee contributes to our culture and has a real desire to develop great software, solve each issue, and help every customer.
We are excited for 2025, and we have been working on incredible upgrades and beneficial features for our customers. One of our new offerings will usher in the future of contact center workflows where agents and AI work together to create a call center experience that’s efficient, helpful, and positive. This endeavor is named after Eleanor Curtin or “Ellie” as her husband Bill loved to call her by. So be on the lookout for fascinating announcements about Ellie!
Amtelco is growing, and this presents opportunities for all of us. The vision we have for Amtelco is to provide the unequivocal best call center solution in the TAS and healthcare industries. The start of a New Year holds so many opportunities for all of us. It will be a very busy 2025, but let’s help each other enjoy the ride!
~Tom Curtin, CEO of Amtelco
