3 Best Practices for Data-Driven Decision-Making with Voice & Network Performance Analytics

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Today’s business communications technology produces a lot of valuable data. With access to it, you’ll be able to monitor and refine your voice network and deliver better performance to users. Without data, you’ll be left playing a game of trial and error.

Mitel offers 3 best practices for data-driven decision-making with performance analytics:

  • Detect Problems Sooner with Synthetic Call Tests – By testing VoIP and network performance with synthetic calls, you can pinpoint the most important problems before users are impacted. For instance, you can schedule a SIP call test to occur at 4 am each day between your N. Virginia office and your branch office in Baltimore. If the test identifies poor scores on jitter, packet loss, delay or voice quality, you’ll have time to troubleshoot and correct the problem before it impacts users.
  • Choose Solutions that Adapt to Your Workflow – Monitoring tools are only helpful when they alert you to the problems that matter. Performance analytics ensures you see the problems that matter most based on your workflow and operations. For example, you can customize your alert emails using HTML templates, emphasizing important content and removing extraneous details. You can also customize alarm filters by severity, content or device type.
  • Let Capacity Analytics Guide You – Finding cost-saving opportunities and preventing network problems is easier when you have analytics telling you when your trunks are close to overcapacity or not operating at full capacity. Reports provide easily understood analytics and recommended actions, allowing you to downsize to save money or scale up to prevent performance problems.

When it comes to the reliable performance of your voice network, better data makes for better decisions and outcomes for your business. Contact us today: (703) 321-3030 or info@tcicomm.com.

As Cyber Attacks Speed Up, Innovative Managed Firewall Solutions Keep Pace

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In the mid-year update of its 2018 Cyber Threat Report issued in July, SonicWall raised the alarm on the continuing surge of malware and ransomware, as well as encrypted threats and chip-based attacks.

Among the key takeaways from the report…

  • More than 5.99 billion total malware attacks detected, up 102% in the first six months of 2018.
  • Ransomware is back in big way, with 181.5 million attacks since January, a 229% year-to-date increase.
  • Encrypted attacks that hide weaponized code are up 275% over last year.

Download the full report

Criminals are not the only ones making big gains, however. The report noted that innovative and emerging firewall technologies are adapting to the changing threat landscape by delivering actionable threat intelligence, security efficacy, and automated real-time breach detection and prevention.

For example, the company’s Real-Time Deep Memory Inspection (RTDMI) firewall technology now stops Meltdown and Spectre chip-based attacks, as well as attacks leveraging PDFs and Microsoft Office documents.

With TCI Secure, our multi-layered security service, you can rest easy knowing all your systems are protected by a broad array of Next Generation Firewall and Management Solutions from SonicWall, End Point Security from Cylance, as well as Patch Management, Wireless Security and Backup/Recovery from security industry leaders.

TCI Secure is subscription-based, offering a flexible, Security as a Service approach to fit your changing requirements. And when coupled with our exclusive Net360 Network Assessment, Comprehensive Onboarding Process and Cloud Based Managed Services, you’ll experience the TCI Advantage!

Don’t wait for a cyber attack to cripple your business… TCI has security solutions that are right for your organization. Contact TCI today: (703) 321-3030 or info@tcicomm.com.

Managing Multiple Sites? Hundreds of Phones? How Cloud Voice Enables Corporate Communications

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Designed to support small businesses to large enterprises that require customized UC and Collaboration, TCI’s Cloud Voice solution delivers the highest levels of performance, reliability and security through its global, mobile-ready cloud platform.

TCI’s team of certified network engineers will design and deploy a voice solution that keeps your business operating at peak performance – no matter how many locations you may have.

Ideal for Multi-Office Environments

Managing Cloud Voice locations and users is easy. Your local administrators can add and move users from an intuitive, centralized online portal. You can extend feature and call flow control to users or manage their access.

Your users will appreciate having the same communications experience anywhere, anytime, and on any device. Applications and information can be accessed seamlessly from any location because they are delivered from the cloud. Advanced security protection ensures that sensitive data remains safe.

Collaborate Smarter

Users can bring Outlook, Notes, Google, Lync/Skype and other applications into the conversation for true unified communications. TCI also offers robust productivity-enhancing features, including presence-based awareness, instant video communication, visual voicemail, attendant console, and much more.

Maximum Flexibility & Scale

Regardless of company size, you get all the flexibility you need to create your own communications environment without the complexity of managing it yourself. Cloud Voice can easily be scaled up or down instantly, allowing your business to grow and add features at your own pace.

If your legacy phone system is holding back your business, let’s talk about Cloud Voice Service. Contact TCI today: (703) 321-3030 or info@tcicomm.com.

 

Mitel Partners with Google AI to Develop the Intelligent Customer Experience

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By 2020 Customer Experience is expected to overtake price and product as the key differentiator used by customers to influence their brand, product and service decisions.

Responding to this reality, Mitel has partnered with Google to deliver new AI-driven customer experience capabilities across all Mitel core contact center solutions, including its cloud-based MiContact Center.

Download: The Impending Contact Center Disruption

Accelerating customization

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 Mitel/Google’s AI solution, the customer is connected directly to your company’s knowledge base, shifting chatbot implementation time from months to days.

Using NLP – natural language processing – Mitel’s 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 alone, it can involve a human agent in the conversation, feeding its conversation details directly to that agent.

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 enables more accurate, more responsive follow ups and an improved customer experience.

The Video Demo: How it Works

This Mitel video explains how the technology…

  • Uses the virtual agent chatbot and AI analytics to respond to common customer needs
  • 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 interactions
  • Simplifies agent workflows with smart virtual agent assist

Ready to improve the experience of your customers with AI? Contact TCI today: (703) 321-3030 or info@tcicomm.com.