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AI and Your Phone System… The Good, Bad and Ugly

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We expect the evolution of AI to be as earth-shaking as the creation of the semiconductor, the personal computer, the Internet, and the mobile phone. AI will change the way people work, learn, travel, get healthcare, and communicate with each other.

Evolving phone systems will be just one aspect of its far-reaching influence as AI revolutionizes industries and our society.

Where will AI take UC?

“2024 may well be the year of reckoning for AI. So far, the main application of Gen AI has been with chatbots and voice-enabled bots. The real value is transitioning from front-end chatbots to ones that can act based on their process inputs. The next step will be for customer support software to go beyond just answering questions and move toward enabling true end-to-end task automation.”
– Martin Bitzinger, Mitel SVP, Product Management

AI will improve customer service in phone systems in several ways, including:

  • AI-supported Contact Centers: AI will reduce the likelihood of human error with improved user satisfaction, shorter call times, and more accurate information for callers.
  • Personalization and Customer Satisfaction: AI-powered systems will enable businesses to provide more personalized responses, leading to improved caller satisfaction rates.
  • 24/7 Availability and Quick Response Times: AI will allow for round-the-clock availability of virtual assistants, leading to quick response times and improved customer experiences.
  • Automated Call Transcription: AI call transcriptions will enhance call quality assurance, aid in targeted training of new representatives, and help identify key service trends and recurrent issues, ultimately improving customer service.
  • Chatbot-Based Customer Support: Web-based chatbots powered by AI will enable customers to find solutions without calling customer service, thus enhancing the overall customer experience.

More powerful smartphones

Companies like Google, Qualcomm, and Apple are heavily investing in AI to evolve smartphones, with a focus on generative AI, which can create new content and provide personalized recommendations based on text and image inputs.

Trouble Ahead

The use of AI in phone systems won’t be without its challenges. Scammers are already using AI to clone voices, making phone scams more sophisticated and believable.

Experts recommend adopting a “code word” system with your loved ones, always calling back to verify the situation, and setting social media accounts to private to prevent publicly available information from being used against individuals.

AI-enabled phone scams have raised concerns about the increasing threat of advanced phishing and targeted scams, prompting more calls to regulate the use of this powerful technology.

Let’s explore new ways to leverage and safeguard the technology in your business. Contact us today at (703) 321-3030 or GetHelp@tcicomm.com.
 

Connecting Healthcare Providers with HIPAA-Compliant and Cloud-Based Communications

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As a local technology leader, TCI is committed to delivering the best HIPAA-compliant healthcare communications tools for your facility.

The entire healthcare industry underwent a rapid digital transformation due to the pandemic and continues to evolve as the world changes.

Telehealth, remote treatments, and virtual patient services have grown in popularity, enabling patients to receive care outside the traditional clinical environment.

Healthcare providers are embracing the latest communications technology to keep up with their patients’ evolving digital-first expectations – and many are already taking advantage of the Cloud to achieve healthcare benefits.

The Key Benefits of Cloud-Based Healthcare Communications

  • Enhanced Data Security and Compliance – Hospitals and other providers are among the biggest targets of hackers and ransomware due to the sensitive data they must store and transmit. Patient information is more secure in the Cloud, protected by encryption and access controls. TCI offers Cloud-based UC solutions that are updated continuously to comply with the latest privacy and security standards, including HIPAA and GDPR.
  • Scalability and Flexibility – Healthcare systems with Cloud-based UC solutions can seamlessly transition to remote operations and manage increased volumes of patients during a pandemic or short-term crisis.
  • More Cost-Efficient, Effective Processes – Private and hybrid Cloud communications solutions reduce infrastructure and maintenance costs using digital rather than physical storage. Integration with medical apps streamlines complicated processes. Time-consuming administrative tasks can be automated for improved operational efficiency.
  • Advanced Analytics and Insights – Cloud-based UC solutions can use powerful predictive analytics tools for data-driven decision-making.

All aspects of your healthcare communications can be elevated to the Cloud, such as:

  • Contact Centers
  • Patient Portals
  • VoIP Phone Systems
  • Video Calling and Voice Messaging
  • Collaboration Software and Teamwork Solutions
  • Text Alerts and Reminders

Take Your Healthcare Communications to the Cloud with TCI & Mitel

TCI deploys HIPAA-compliant Mitel solutions that empower your clinical staff to spend less time on administrative tasks and more on critical care by supporting streamlined workflows, seamless file sharing, and API integration.

Innovations like AI-enabled automation, self-service tools, and virtual assistants will increase patient engagement, trust, and satisfaction with their healthcare experience.

To future-proof your healthcare communications, look for the deployment model – private, hybrid, or public Cloud – that best fits your clinical needs, data security requirements, and budget.

Contact your local TCI experts to learn more about migrating your healthcare communications to the Cloud: (703) 321-3030 or GetHelp@tcicomm.com.
 

Safeguard Your Customers and Data with Advanced Unified Communications Security

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The bad guys will not stop… Cybersecurity challenges are never-ending.

This is a big concern in virtually every industry, especially those where most interactions have gone digital to meet customer preferences for self-serve and engagement through the channels they prefer – at the time they want.

While this is convenient for customers, it has created significant operational and cybersecurity challenges for contact centers. To provide excellent customer service experiences, contact centers must authenticate a customer’s identity, address questions and concerns, and process transactions quickly and efficiently.

Throughout the process, customers must feel like every interaction is secure, and companies must ensure they protect customer privacy during and after a call. With the proper unified communications (UC) tools, organizations can streamline and secure all contact center conversations to meet omnichannel service expectations before, during, and after a customer connects with a live agent.

Voice Authentication personalizes Service and Reduces Fraud

Large and small organizations are implementing digital transformation strategies designed to streamline contact center interactions. Since only some customers need the help of a contact center agent, these efforts are focused on automating processes with self-serve channels that lower costs. For example, chat and voice bots are being introduced to act as virtual agents, deliver services, promote new products, and provide personalized customer experiences — all without connecting the customer to an agent.

But regardless of which digital self-serve path is available, chances are that a caller will eventually want to go beyond simple questions to discuss a specific account. At that point, a live connection with an agent will be needed. When that happens, the agent must be assured of the caller’s identity before dealing with personal account information. While security questions were enough to protect the customer and the business in the past, today’s cybersecurity landscape is a lot more complicated. A disembodied voice on the other end of the line may not be who it claims to be.

Speech recognition systems can be integrated with existing UC platforms to add a layer of cybersecurity protection. These systems can identify the caller’s intent, authenticate the customer using voice biometrics, and then segment and route the call to the best agent to handle the request. With these digital workflows, companies can streamline the call management process and enable a more personalized interaction because the agent will spend less time authenticating the person on the other end of the call and more time dealing with the customer’s specific questions.

Integrated Voice Response and Recording Capabilities enable Advanced Cyber Protection

TCI offers contact center solutions that include an embedded, self-service Interactive Voice Response (IVR) system with an optional speech recognition feature that enables authentication before an agent is connected. With our customized UC platforms, businesses get a complete communications, collaboration, and customer experience solution designed to maintain the security of contact center interactions for any organization.

Organizations that want additional cyber protection for contact center calls can opt for Interaction Recording (IR) to record all calls and then search for, play, and interrogate call recordings for security and privacy regulation compliance. Advanced speech analytics capabilities built into the system enable companies to analyze recordings for potential fraud, categorize calls as “high risk,” and then suggest countermeasures that can be taken to avoid losses.

TCI’s advanced solutions can be applied to support both centralized contact center operations and decentralized organizations with multiple branch offices that manage customer calls.

Privacy Features that ensure Regulatory Compliance

Of course, in addition to maintaining a high level of cyber protection for all contact center interactions, companies must also comply with data protection regulations designed to protect the privacy of customer data. The changing and complex regulations surrounding data privacy and security compliance have created another challenge for both centralized and decentralized operations.

TCI offers solutions built to protect personal data captured during a call by contact center agents either on an agent’s screen or a voice recording. For example, information collected by workflows can be masked to protect personal data as it is being collected. To control access to stored data, information required by the system to perform certain functions (name, phone number, email address, and voice and multimedia transcripts) can be automatically deleted when no longer required to provide service. Plus, multi-level security privileges can be applied to limit access to all data based on user profiles.

Enable Great Customer Service while optimizing Cybersecurity

Ultimately, the cybersecurity protection that businesses build into their contact center processes should be seamless and efficient. Self-serve options should authenticate a customer’s identity before connecting to a live agent. Agents should be able to address customer questions and manage transactions quickly and efficiently without being bogged down by cybersecurity protocols. UC tools enable enterprises to achieve this level of protection without compromising omnichannel service objectives.

Learn how TCI can help your contact center thrive in the digital age, improve your bottom line, and adhere to security, compliance, and fraud mitigation requirements.

Call us today at (703) 321-3030 or GetHelp@tcicomm.com.
 


Supporting DC Metro Leaders in Education, Hospitality and Retail with On-Premises & Hybrid Unified Communications

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The on-prem, private hosted, and hybrid Unified Communications (UC) platforms TCI deploys and supports offer unique advantages for education, hospitality, and retail organizations.

A 2023 Metrigy global survey found 64.7% of those in the hospitality industry are on-premises or private-hosted, 56.7% of education, and 50% of retail. These high adoption rates of on-prem and private hosted UC platforms, coupled with the relatively small percentage of those planning to move to UCaaS, highlight significant benefits for the on-premises, private-hosted, and hybrid models for these industries.

4 Reasons Why Education, Hospitality, and Retail stick with On-Prem and Hybrid UC

1. Reliability – The primary reason cited across all three industries for staying with on-premises and private-hosted solutions is their reliability. In the retail space, with large numbers of distributed locations, stores must be able to operate even if there is a network outage. Individual locations must be able to place and receive calls and ensure that systems such as alarms can always function. Hospitality operates under a similar model. A hotel, for example, can’t tolerate downtime for its in-room communications or be unreachable by those looking to make a reservation if there is a network outage or a UCaaS outage. Educational organizations, too, must ensure reliability, especially for higher education institutions spread out across campuses, and support communications modalities, including emergency calling systems.

2. Cost Savings – Nearly 46% overall, including half of retail and hospitality organizations, say that cost savings are the primary reason they stay with on-premises or private-hosted deployment models. On-prem or private-hosted models can often be less expensive and may already be fully depreciated. They also can allow companies, through hybrid solutions, to add additional cloud-based features, such as analytics and application integrations, without making wholesale changes to UC and contact center platforms. And they can preserve existing investments in endpoints and infrastructure such as gateways.

3. Security and Data Privacy – On-premises and private-hosted deployment models allow organizations to control their own data. Educational organizations may use their UC platforms to manage student data, including potentially sensitive information such as grades and health records. Hospitality companies may hold information related to customer location, travel history, and payment preferences. Retail organizations must process payment information per Payment Card Industry (PCI) compliance standards. Organizations may have sensitive competitive information they wish to ensure isn’t shared with service providers or potentially outside their control.

4. Integrations – Education, hospitality, and retail organizations will likely have extensive and unique integrations between business applications and their communications platforms. In our research, the need to integrate file management, project and task management, HR, CRM, and ERP applications into collaboration platforms is common to all three.

Beyond those drivers, there are several industry-specific examples of how On-Prem and Hybrid UC supports unique requirements, including:

Education:

  • Self-service portals allow students to check their account balances and billing information by phone or messaging app bot.
  • Student management platforms integrated with call centers enable students to click to call for support from within a learning management app such as Ellucian Banner or Blackboard.

Hospitality:

  • Guest management platforms enable customers to check account information, order food, movies, or services, or easily reach a concierge through a single click on an in-room phone or via an integrated mobile app.

Retail:

  • Inventory and order management systems allow customers to check product availability or order status by phone or receive text updates.
  • In-store wireless communications platforms for employees allow on-the-go communications and enable mobile staff to take incoming calls from customers seeking assistance.
  • Marketing automation systems send special offers and updates to customers via text.

Education, hospitality, and retail organizations may also integrate security systems into calling and paging platforms to provide automated notifications in an emergency.

In all these cases, on-premises and private-hosted solutions allow education, hospitality, and retail organizations to customize and control their communications environment.

Furthermore, education, hospitality, and retail organizations can use hybrid solutions to add additional features and functionality from the cloud while preserving their existing investments in on-premises and private-hosted platforms.

TCI has decades of industry-specific expertise. Let’s talk about leveraging the best technology to help achieve your organizational goals.

Contact us at (703) 321-3030 or GetHelp@tcicomm.com.
 


7 Steps to Smarter Contact Center Coverage Scheduling

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Contact center managers are under a lot of pressure to deliver better results with fewer resources. Meanwhile, diminishing corporate budgets are forcing organizations to think of creative ways to compensate staff. These include pay-as-you-go arrangements in the form of zero-hour contracts, reduced and annualized working hours, and time off without pay.

How then can organizations achieve all-around contact center flexibility and cost savings in a way that satisfies staff, customers, and the business?

It comes down to leveraging the top 7 capabilities and benefits of today’s automated Workforce Management technology:

1. All-In-One, Easy-to-Use Solutions

The biggest barrier to embracing new technology is ease of use, or rather the lack of it. Fortunately, today’s fully automated solutions make light work of managing staff effectively – forecasting demand, creating schedules, developing accurate and insightful reports, and improving overall customer satisfaction. These automated tools make it easy and efficient to optimize workforce management.

2. Easy Access, Anytime, Anywhere

Agents can log in from home or on the go to check their schedules, see whom they are working with, and let their managers know when they are available. Managers and resource teams are able to build efficient schedules at any time and from anywhere for complete control of their call center scheduling operations.

3. Intelligent Resourcing

Using historical data, resource teams have the power to predict at the click of a button how many agents they will need, the skills they require, and who the right people are to fill those roles. They can even support a number of different shift patterns, including short shifts or split shifts, rather than employ a set number of people at set times of the day.

4. Flexible Planning On the Go

Key features provide much-needed flexibility. Real-time adherence monitors agent adherence to schedules. Automated alarms flag when schedules are in danger of being breached, and a real-time data feed – updated in seconds – enables fast decision-making.

Intra-day scheduling allows small changes during the day while considering unplanned agent absences and changes in customer demand. For example, managers can flexibly change break times and lunches or move people between skill groups, as well as front-office and back-office work. The changes may differ by only a few minutes, but those small changes can make the difference between meeting service levels during peak times and losing valuable calls.

5. Fit for the Future

The latest forecasting scheduling technology helps to right-size your contact center for the future. Running a series of “what if?” scenarios can predict staffing needs for regular seasonal fluctuations, upcoming marketing campaigns, and even the organization’s long-term business plan.

6. Self-Service

Self-service capabilities empower agents to trade shifts, voice their preferences for overtime shifts and request time off, increasing contact center flexibility and agent satisfaction. Plus, setting up auto-approvals means your staff doesn’t have to wait until the next day for an answer if management is not available.

7. Time and Cost Efficiencies

The automation provided by workforce optimization technology combines strategic planning with instant fine-tuning throughout the day to create a highly flexible contact center framework that keeps agents motivated, customers satisfied and CEOs happy.

Contact Center management continues to evolve. Ready to explore the latest innovations? Contact TCI experts today: (703) 321-3030 or GetHelp@tcicomm.com.

 

Contact Centers 101… Understanding the Basics So Your Business Won’t Miss Out

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The contact center world of 2022 is filled with business opportunities and the chance to better meet your diversifying customer needs. Worried you might be missing out? Don’t be. Below, we formally open the doors to the contact center world and invite you to confidently step inside.

Why Does Your Organization Need Contact Center Technology?

If your organization handles and manages daily phone calls, then you can benefit from new contact center technology that can quickly and efficiently route calls, spot calling trends, and build an effective overall team.

Call center technology can accelerate reaching customer experience goals set by the managers and decision-makers of your organization – from increasing first call resolution to honing your tracking and reporting intelligence.

What Kind of Call Center Technology is Out There?

There’s a wide spectrum of call center solutions available to help maximize your business operations. The first step in determining which technology is ideally suited for your business is determining the size and classification of your contact center.

For example, are you a small business and just getting started exploring your options, or do you already run a small but “full-fledged” contact center? Are you an enterprise-class contact center? Establishing your requirements leads to the end goal – investing in the right technology to take you there.

Today’s call center solutions can cover all of the bases – from driving productivity to streamlining operations, to simplifying tool management, to call bursting for handling sporadic high call volumes. A sampling of customized contact center solutions available include…

  • Contact Center Enterprise provides a powerful toolbox of applications to transform dated, voice-only call centers into an omnichannel customer experience.
  • Cloud-based Contact Center services offer a multi-channel interaction center for the way customers communicate today. 4 Minute Video Demo: MiContact Center Business – Customer & Agent Experience
  • Boosting your team’s performance with Workforce Optimization applications and tools. Learn more
  • Proactively reach your customers and prospects with Outbound contacts to improve loyalty and uncover new revenue opportunities.

The contact center world isn’t so scary once you take that first step inside. Take the next step with TCI. Contact us today at (703) 321-3030 or info@tcicomm.com.

 

Why Workforce Management Solutions are Essential for Contact Centers and Your Business Profitability

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With growing demand for a consistent contact center experience regardless of channel – in combination with more complex customer requests – implementing and using a sophisticated Workforce Management (WFM) solution is essential for business profitability.

Whitepaper: What is Workforce Management – Download PDF

Improved Forecasting

Cutting-edge WFM solutions allow for tweaking and fine-tuning your forecasting process. Too high a forecast and agents are idle, as are the workstations – a waste of resources. Too low a forecast and customers get annoyed by long waiting times. Agents become overworked and drained, negatively impacting performance and absenteeism. Without accurate forecasting, your business runs the risk of losing customers, and acquiring new ones requires much more work and resources.

Overtime Savings

Another area that can be addressed by WFM is overtime. It’s easy to reason that a few minutes here and there can’t make much difference, but that number adds up quickly and significantly, affecting pay raises and performance bonuses in the long run. With WFM, thresholds can be set up to keep an eye on scheduled time and keep track of overtime, taking corrective measures if necessary. The solution also makes it easy to determine whether it makes more sense to add staff or plan for a few hours of overtime a week.

Leveraging Simulations

With WFM tools, you’ll be able to monitor, measure, and carry out simulations that test and evaluate a range of parameters to identify those that are essential to organizational performance. Should you invest more resources in making forecasting accuracy as close to perfect as possible OR will this result only if you succeed in improving scheduling that’s suffering from a dip in early morning peaks? Where should you act first for the best results at minimum cost?

Mitel WFM Product Overview Brochure – Download PDF

Talk with the TCI team about your contact center and WFM technology requirements to ensure customer and agent satisfaction while maintaining efficiency and profitability. Contact us today at (703) 321-3030 or info@tcicomm.com.



Digital Transformation in 2021… Keeping Up with Touchless & New Ways to Connect with Customers

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Adaptation has always been a necessity for survival, but now businesses are finding that they have to adapt virtually overnight to stay afloat. Touchless technology in the form of contactless payments, expanded mobile app offerings and remote contact centers is becoming the new normal for businesses across industries.

Touchless technology is impacting the B2C world primarily in payment transactions and customer communications. For example, contactless digital payments are replacing traditional paper checks in many transactions. While the primary driver is health and safety, there are other benefits: digital payments are received faster and cost less to process, improving cash flow and reducing costs.

B2B companies, as well as organizations with call centers or large sales teams, have had to quickly figure out how to stay in touch with customers and clients via a largely remote workforce…

  • Unified communications technology keeps the lines of communication open from any device and any location.
  • Cloud-based VoIP phones enable employees to communicate and collaborate via voice, text and screen share, making it easy to assist customers even when working from home.
  • A unified communications contact center empowers businesses to communicate with customers via chat, SMS, voice, email and social media – all with a virtual workforce.

All companies should consider the impact touchless tech will have on how their business is run, and we encourage you to explore Digital Transformation and new avenues of communications with your customers.

Looking for new ways to connect that will grow your business? Contact TCI today at (703) 321-3030 or info@tcicomm.com.

 

5 Cloud Contact Center Trends to Watch in 2020

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With 2020 upon us, it’s safe to say the cloud contact center has arrived. Over 70% of businesses already have their contact center in the cloud or at least have plans to start the migration this year.

What follows are the most important trends you need to know to ensure your cloud contact center stays on the cutting edge. The technologies supporting these trends will help you create the most engaging experience possible for your customers.

1. A real omnichannel experience provides even more ways to communicate.

A true omnichannel experience allows customers to move seamlessly from one channel of communications to another without skipping a beat. Achieving this requires working with a provider that offers true omnichannel support. TCI’s implementation of Mitel’s MiCloud Connect Contact Center, for example, allows your customers to communicate effortlessly with your agents as they navigate between voice, web, text and other options without losing any of their information or having to repeat themselves.

2. Artificial Intelligence delivers training and assistance. 

Although AI already has begun to transform cloud contact centers, planned investments mean the technology will have an even bigger impact in 2020. The technology brings real-time training and coaching through virtual agent assist. Virtual agents are AI-powered chat bots that monitor interactions between agents and customers – even if the conversation moves between channels – to provide guidance and training for the agent in real time.

3. Analytics play a more powerful role.

Contact centers have long been collecting data on customers, but the information is useless if it isn’t properly analyzed and applied. This is where AI makes all the difference. The use of natural language processing (NLP) interprets data and provides analysis around why customers contact you, ways you can improve your products and services and how you make information available to customers. Since these insights are created in real-time, you can respond and adapt to customers’ preferences quickly, increasing loyalty while staying ahead of the competition.

4. Self-service expands. 

Customers don’t want to get stuck in a queue or wait for a human agent – especially when they have a simple question about a product or service. Chat bots allow customers to get answers to basic questions and FAQs. They also free up human agents to focus on more complex queries and keep wait times down for those who really do need to speak to a live agent.

A key differentiator in 2020 will be the provision of chat bots that create a smooth transition when a customer needs live support. Smart bots route customers to an agent with the appropriate level of expertise and provide agents with a full history of the customer engagement. This saves customers from having to repeat themselves and enables agents to pick up exactly where the chat bot left off.

5. The rise of the remote contact center workforce.

Cloud contact centers have ushered in the ability to maintain a remote contact center workforce, without the need to offshore calls to a third-party vendor. With a cloud contact center, agents can be dispersed throughout the country, putting them closer to your customers. The money saved on office space and other overhead can be applied toward hiring local talent that can provide localized service. “Homeshoring” improves customer satisfaction, and this trend will continue in 2020.

Putting these cloud trends at the center of your contact center plans will help you meet your customers’ expectations for a stellar experience.

Contact us today at (703) 321-3030 or info@tcicomm.com.

 

 

How Real-World AI is Transforming the Fast-Paced World of Contact Centers

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Thanks to Hollywood, it’s easy for many people to think of artificial intelligence as a sentient, self-learning technology that inevitably runs amok with the intent of wiping out humanity. This makes for fun movies, but what about the practical applications of AI in the real business world?

AI enables a computer or application to perform tasks commonly done by human beings – such as carry on conversations, discover meaning, and generalize or learn from past experiences. So, it should come as no surprise that AI is becoming a valuable tool in Contact Centers where such tasks have traditionally been carried out by human Agents to assist customers.

With more businesses looking to leverage AI’s capabilities, Mitel has partnered with tech leaders like Google to deliver AI-driven improvements across their core contact center solutions…

AI-enabled Chatbots accelerate Implementation

With a traditional chatbot, a contact center team is responsible for predicting what their customers are going to ask, and painstakingly scripting each interaction. With AI in the mix, the customer is connected directly to your company’s knowledge base, simplifying and shifting chatbot implementation time from months to days.

Natural Language Processing enables Virtual Agents

Using natural language processing, an intelligent customer experience solution understands what your customers are saying, chatting or texting – without requiring specific phrasing – and a virtual agent responds in real-time – whether a human agent is available or not.

Whenever the virtual agent reaches a question or situation it cannot handle, it can involve a human Agent in the conversation and feed its conversation details directly to that Agent.

Machine Learning improves the Customer Experience

Leveraging machine learning, the AI solution will continue to observe the customer-agent interaction, suggesting relevant options or content to the Agent and monitoring which responses come to a successful conclusion. This real-time coaching from AI Agent Assist results in more accurate, more responsive follow ups and an improved customer experience.

Webinar recap: The Intelligent Contact Center [57:30]

This in-depth webinar will show you how AI provides valuable insight into customer behavior so your contact center can deliver the best customer experience every time.

Among the topics covered:

  • Utilize IVR and CRM data to intelligently route incoming calls, offer predictive recommendations and drive up first call resolution
  • Save time and money by automating responses to common queries, improving resolution time and customer satisfaction (CSAT) scores
  • Identify trends, monitor performance and unlock deep insights into agents and customers

Video Demo: AI in the Contact Center [4:56 min]  

This video overview shows how Google AI & Mitel technology…

  • Uses the virtual agent chatbot and AI analytics to respond to common customer issues
  • Stays with each call, SMS or chat to find the best information for each customer
  • Learns what works and what doesn’t to improve future customer interactions
  • Simplifies agent workflows with smart virtual agent assist

New use cases will continue to emerge as the technology becomes more advanced. That means the definition of AI will continue to evolve, and you’ll want to keep pace to reap future business benefits.

Ready to improve your customer experience with real-world AI now? Contact TCI today: (703) 321-3030 or info@tcicomm.com.