AnswerFirst Technology

HIPPA & HITECH-Compliant Support Solutions

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Human-Powered, Tech-Enhanced

Where People & Technology Converge for Exceptional Service

At AnswerFirst, we believe in combining the warmth of human interaction with the efficiency of advanced technology. Our approach ensures that every customer interaction is personal, responsive, and effective, backed by cutting-edge solutions that streamline our services and enhance customer satisfaction. By seamlessly integrating the best of both worlds, we deliver a service experience that not only meets but exceeds expectations, setting the standard for excellence in customer care.

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Robust Infrastructure for Reliable Support

Our virtual and cloud-based servers provide unparalleled stability and data redundancy, ensuring that AnswerFirst services are always available and reliable. This infrastructure allows us to scale effortlessly and maintain exceptional service standards, even during peak times.

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Smarter Tools for Advanced Support

Our Customer Service Professionals are empowered with AI-driven tools to uncover new insights, enhance communication and streamline workflows. This synergy between human expertise and smart technology enables us to deliver more personalized responses with greater accuracy and speed.

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Secure Solutions for Compliant Support

We prioritize the security of our solutions, implementing rigorous protocols to protect sensitive information and ensure regulatory compliance. Our commitment to security means you can trust your data is safe, giving you peace of mind while we handle your calls.

Keeping You Connected from Anywhere

Manage Your AnswerFirst Account With Ease

AnswerFirst Client Web Access

Client Web Access (CWA) Portal

The CWA Portal allows for secure and convenient management of your answering service needs and preferences. Whether you need to adjust on-call schedules, monitor service performance, or integrate with your business systems, our portal ensures you have the tools and information you need at your fingertips.

View, respond to, and organize messages taken by AnswerFirst agents. Easily prioritize and track important communications to ensure timely responses and maintain seamless customer interactions.

Take charge of your account by updating critical information such as contact details, on-call schedules, and service preferences. Tailor the settings to align with your operational needs and ensure uninterrupted service.

Gain insights into your service usage with detailed call logs, comprehensive reports, and performance metrics. Use this data to assess service effectiveness and make informed decisions to enhance customer satisfaction.

Configure and maintain API integrations with your existing business software directly through the portal. This ensures smooth data transfer and synchronization across platforms, streamlining your workflow and improving efficiency.

Review and manage your billing statements, invoices, and payment history all in one place. Stay informed about your account balance and ensure timely payments without the hassle

Access a wealth of resources, including FAQs and support documentation, to quickly find answers to your questions. If you need further assistance, our support team is just a click away, ready to help you resolve any issues.

Amtelco Secure Messages

Maintaining patient, client and consumer privacy is more important than ever before. Amtelco Secure Messages is an encrypted messaging platform that allows you to protect your clients, your data and your organization with encrypted messaging while ensuring faster messaging response times.

We do not send data to your device. The application securely logs into the message server and never actually stores the message on the phone. The application is password protected and you can only view the data through a secured connection meaning that your communications and data are encrypted and safe.

Just like text messaging, but you can only communicate with contacts in your group/circle.

There are no overage fees or character limits.

Cannot copy, paste or forward any of the messages outside of your circle within your licensed devices. If you lose your device, we deactivate the lost device. New devices can be registered using the same information you used to set up your original device.

You can add other devices at any time; setup is done by administrators at AnswerFirst.

Recipients control how they want to be alerted when a new message is received. Recipients can customize:

    • Audio/Visual Settings: Indicates how you want to be alerted for new messages.
    • Persistent Alerts: Determine how often they are alerted about a new message not yet viewed.
AnswerFirst's mobile app Amtelco Secure Messages
AnswerFirst's mobile app, Amtelco Secure Messages

Frequently Asked Questions

Get Answers to Common Questions About Our Technology Capabilities

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Our IT Department takes extraordinary measures to ensure our call center remains operational. AnswerFirst utilizes multiple redundant systems, sites, and procedures. Our infrastructure has been engineered to provide redundant networks, telephony services, and Customer Service Professionals. While our physical location and management may be affected by a disaster, our Contact Center is built to avoid major impact from a single disaster.

  • Physical Equipment: Traditional telephony switching equipment is located in at least two U.S. Data Centers in different geographical areas. This includes switching equipment, modems, and telephony connections.
  • Virtual Equipment: AnswerFirst data and software applications are hosted in the cloud using the robust, redundant AWS (Amazon Web Services) infrastructure.
  • Data (ISP) Circuits: Data is provided by multiple vendors in multiple formats. At least two redundant, high bandwidth data and SIP circuits are in place at all locations, both physical and virtual.
  • Customer Service Professionals (CSPs): To ensure employee redundancy, AnswerFirst employs remote CSPs working throughout the United States in multiple locations. CSPs can access all the equipment mentioned above.

In the event of an emergency, we quickly notify clients via email or SMS through our robust automated communications platform. You can sign up to receive notifications at https://answerfirst.statuspage.io/. Additionally, we encourage clients to follow us on Twitter and Facebook for important updates.

Yes, privacy is of utmost importance to us. All employees sign a confidentiality agreement that remains in effect indefinitely. Our call center uses the highest data encryption and firewall technologies to ensure the integrity and security of our network. We are HIPAA compliant, adhering to the highest standards of customer data and information protection. Clients can rest assured that their information is safe and secure.

Yes, in addition to our mobile app, we also offer Client Web Access (CWA). CWA provides a secure way to log in to our web server and access your account information in real-time.

You can have as many devices in your group as needed, and you can add or remove devices at any time with the assistance of an AnswerFirst administrator.

No, Client Web Access (CWA) is included free with every account.

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Ready to Discuss How AnswerFirst Can Help Your Business?

Our Business Development Specialists are ready to answer any questions you have about our answering services and provide you with all the information you need to get started with AnswerFirst.

Call Now: 1-800-645-2616Call Now: 1-800-645-2616
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