A next-generation virtual assistant designed to automate interactions, enhance customer service, and deliver smarter, faster responses across communication channels.
Amtelco has unveiled Ellie™, a new intelligent virtual agent (IVA) platform designed to transform how contact centers handle incoming calls. Built with advanced artificial intelligence technologies, including large language models (LLMs) and natural language processing (NLP), Ellie is engineered to interact with callers in a natural, human-like manner while working seamlessly alongside live agents. The platform is intended to help organizations manage high call volumes more efficiently, reduce wait times, and provide a more consistent and responsive customer experience.
At its core, Ellie is designed to augment, not replace, live call center staff. The system acts as a digital assistant that can automatically handle routine inquiries, guide callers through processes, and manage tasks that would otherwise consume valuable agent time. When call centers experience spikes in demand, Ellie can step in to absorb overflow calls, ensuring customers receive immediate attention instead of waiting in long queues. By balancing automation with human support, the platform aims to create a smoother, more reliable interaction experience for both callers and agents.
Ellie is built to run natively on Amtelco’s Intelligent Series (IS) version 6.0 software platform. This deep integration allows the IVA to function as a core component of the call center environment rather than a separate or add-on tool. The system’s cloud-based large language model is hosted through Amtelco’s Active Insights platform, enabling advanced conversational capabilities while keeping the infrastructure scalable and flexible.
One of Ellie’s primary goals is to reduce the workload placed on call center agents. By intelligently handling routine caller inquiries, the platform can free agents to focus on more complex or sensitive interactions. Ellie provides real-time transcription of conversations, which can be used for record-keeping, quality assurance, or compliance purposes. It also offers enhanced cloud-based text-to-speech capabilities, allowing the system to communicate clearly and naturally with callers.
The technology behind Ellie combines the strengths of LLMs and NLP. The LLM allows the virtual agent to understand context, generate responses, and carry on fluid conversations with callers. Meanwhile, NLP enables the system to interpret spoken language, detect intent, and respond appropriately. Together, these technologies allow Ellie to speak and understand speech in a way that closely resembles human communication, giving callers a more natural and comfortable interaction.
A major advantage of Ellie is its ability to work in harmony with existing call center operations. Instead of requiring businesses to completely overhaul their workflows, the system can integrate with current live agent scripts and processes. Ellie is capable of understanding and executing the logic contained within these scripts, including complex branching instructions, API integrations, and dispatching rules. This allows organizations to automate key parts of their call flows without rebuilding their systems from scratch.
The platform is designed to support a wide range of advanced applications. For example, Ellie can provide automated directory assistance, helping callers find the information they need without waiting for a live agent. It can also handle appointment scheduling, allowing customers to book or modify appointments through a conversational interface. In healthcare or similar industries, Ellie can manage prescription refill requests, reducing administrative burdens and speeding up service delivery.
In addition, the system is capable of conducting automated code calls and other specialized communication tasks. These features make Ellie suitable for industries that rely on fast, accurate, and reliable communication, such as healthcare, emergency services, and customer support operations.
Real-time language translation is another key capability built into the platform. Ellie can understand, translate, and respond to callers in their preferred language, enabling contact centers to serve a more diverse customer base without needing multilingual staff for every interaction. This feature is especially valuable for organizations that operate in multiple regions or serve international customers.
Call routing and automation are central to Ellie’s design. Contact centers can configure the system to automatically direct certain calls to the virtual agent based on predefined criteria, such as call volume, wait times, or call type. For example, if the call queue becomes too long, Ellie can immediately step in to handle routine inquiries, preventing customer frustration and maintaining service levels.
The platform also allows live agents to transfer calls directly to Ellie when appropriate. This can be useful for tasks such as completing surveys, processing simple requests, or handling follow-up services. By offloading these routine interactions to the virtual agent, human agents can spend more time focusing on complex or high-value conversations.
One of the most notable aspects of Ellie is its ability to utilize existing live agent call scripts. Instead of forcing organizations to develop entirely new automation logic, the system can interpret and execute the scripts that agents already use. This includes directory assistance functions, integrations with external APIs, and advanced dispatching tasks. As a result, businesses can transition to automated workflows more quickly and with fewer disruptions.
According to Kevin Beale, Amtelco’s Vice President of Software and Research and Development, Ellie’s tight integration with the Intelligent Series platform is one of its most important advantages. By being part of the core system, Ellie can take full advantage of the platform’s features, including flexible call routing, enhanced navigation menus, automated outbound calls, and built-in analytics. This integrated approach is intended to provide contact centers with a unified, streamlined solution rather than a collection of disconnected tools.
The naming of Ellie also carries special significance. The virtual agent is named after Eleanor Curtin, one of Amtelco’s co-founders and a central figure in the Curtin family, which continues to own and operate the company. Known affectionately as “Mrs. C,” Eleanor Curtin played an important role in shaping Amtelco’s history and culture. By naming the platform Ellie, the company aims to honor her legacy while emphasizing the importance of this new product in its future.
Amtelco itself has a long history in the communications technology industry. Founded in 1976, the family-owned company has built a reputation as a provider of interoperable, customizable communication software solutions. Its products are used in a variety of industries, including healthcare, call centers, answering services, and other organizations that rely on reliable and efficient communication systems.
Over the years, Amtelco has focused on developing technologies that offer automation, integration, and advanced capabilities. Its portfolio includes both on-premises and cloud-based solutions, many of which incorporate AI-powered features. The company’s systems are currently in operation across all 50 U.S. states and in more than 20 countries worldwide. To support its global customer base, Amtelco maintains sales and customer care staff throughout the United States, Canada, New Zealand, and Australia.
The introduction of Ellie represents a significant step in the company’s ongoing investment in artificial intelligence and cloud-based communication technologies. As contact centers face increasing demand and higher customer expectations, solutions like Ellie are designed to provide scalable support without sacrificing service quality. By combining automated interactions with human oversight, the platform seeks to deliver a balanced approach that improves efficiency while preserving the personal touch that many customers value.
In today’s fast-paced service environments, customers expect quick, accurate, and convenient responses. Long wait times or limited service hours can quickly lead to frustration. Ellie addresses these challenges by providing instant responses, continuous availability, and consistent service across a variety of tasks. At the same time, it ensures that human agents remain available for complex or sensitive interactions where empathy and judgment are essential.
Ultimately, Ellie reflects a broader shift in the contact center industry toward AI-driven automation and intelligent assistance. Rather than replacing human agents, modern virtual agents are increasingly designed to work alongside them, handling routine tasks and providing support when demand peaks. This collaborative approach allows organizations to scale their operations more effectively while maintaining high levels of customer satisfaction.
With Ellie, Amtelco aims to deliver a solution that is not only technologically advanced but also deeply integrated into existing workflows. By combining conversational AI, real-time transcription, translation capabilities, and flexible call routing, the platform offers a comprehensive toolset for modern contact centers. As businesses continue to seek ways to improve efficiency and customer experience, intelligent virtual agents like Ellie are likely to play an increasingly important role in the future of communication.
