Connecting Your Business Made Easy… Get to Know TCI’s Infrastructure as a Service

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Infrastructure as a Service (IaaS) is an IT environment that is provisioned and managed by TCI.

With IaaS, you simplify your life and avoid the complexity of buying and managing your own IT and network infrastructure. Rather than paying a big upfront capital expense, your affordable monthly subscription covers everything you need.

TCI’s experienced experts handle all the details. We design, build, test, certify and support…

  • Structured Cabling – Inside & Outside Plant
  • Managed Wi-Fi
  • LAN/WAN
  • Mobile Devices
  • Endpoints
  • Server Rooms
  • Data Centers
  • UPS
  • Security

We’re flexible. You can own any aspect of your IT environment and subscribe to IaaS for only the elements you’d like us to manage. With your IaaS subscription, TCI performs…

  • End-to-end setup, implementation, and testing
  • Ongoing monitoring and support, including a 24×7 help desk
  • Upgrades that include new equipment as technologies evolve/improve

With 40+ years of certified networking experience, TCI’s trademark craftsmanship offers the expertise and project management you need for today’s technology infrastructure.

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

 

Contact Centers are Changing – Get to Know Our New AI-Assisted Customer Experience (CX) Platform

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TCI now offers Mitel CX, a new AI-assisted customer experience platform, which provides AI-driven agent and supervisor experiences. It also provides operational control, reliability, and security to mitigate business continuity risks.

Contact Centers: From Cost Reduction to Strategic Growth

Decades ago, businesses pursued cost reductions by offshoring customer service. These resource-heavy operations relied on lower-skilled workers to deliver a minimum viable customer experience.

More recently, a wave of transformation has seen businesses adopt Contact Center as a Service (CCaaS), which outsources technology management to third-party providers.

While these strategies achieve cost savings, they often overlook the most critical element: the customer. There’s a better way…

Mitel CX: Redefining the Future of Customer Engagement

Mitel CX offers a holistic approach, enabling organizations to deliver faster, personalized service while boosting employee productivity. This all-in-one platform supports omnichannel, AI-powered interactions with virtual assistants, voice, video, chat, and social media. It also includes a workforce management suite, outbound contact capabilities, advanced analytics, and comprehensive administration tools.

Key Generative AI Capabilities

  • AI Chat Virtual Assistant – Powered by generative AI and large language models (LLMs), Mitel CX Virtual Assistants automate up to 88% of customer queries with accurate, human-like responses.
  • AI-Enhanced Live Chat – Integrated ted directly into Mitel CX clients, this feature boosts agent performance with real-time response suggestions, next-step guidance, and internal-facing virtual assistants.
  • AI Assistant Builder – Enables businesses to create and manage databases for Generative AI to assess customer interactions, analyze company data, and generate precise responses.
  • AI-Driven Transcription and Sentiment Analysis – Automatically transcribes customer interactions for seamless CRM integration and assesses real-time sentiment using keyword and emotional language analysis.
  • AI-Powered Language Translation – Facilitates near real-time multilingual communication, enabling agents to engage customers in their preferred language.
  • AI-Driven Supervisor Tools – Equips supervisors with tools to coach, assess, and manage agent teams effectively, driving optimal customer experiences.
  • AI-Powered Analytics – Delivers deep insights through advanced analytics and reporting, empowering MiContact Center Business and Enterprise users to continually improve CX, operational efficiency, and performance.

Designed for Simplicity and Scalability

Mitel CX’s “single pane of glass” interface allows CX managers to customize user layouts through drop-in widgets. Agents can manage omnichannel interactions, integrate with their preferred meetings platform, and collaborate seamlessly. Supervisors gain additional tools like whisper coaching and barge-in capabilities to support teams in the moment.

Flexible Deployments

Hybrid flexibility makes Mitel CX an ideal alternative for organizations considering a move to CCaaS or perhaps re-evaluating prior CCaaS purchases, providing them with modern CX capabilities while maintaining control over their communication infrastructure.

For customers seeking a CCaaS-like approach, Mitel CX can be deployed in the public cloud with the scalability to support as many tenants as needed. It offers robust features and integrations to drive business success, delivered as a fully managed subscription offering.

Talk to a local TCI CX expert to learn more about this exciting technology… Contact us at (703) 321-3030 or info@tcicomm.com.

 

What is Multimodal Communication & Why Your Workforce Needs It in 2025

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Understanding ‘Multimodal’

Multimodal communication is about seamlessly integrating various communication channels into a unified platform, empowering employees with a toolkit they can use to address customer needs in real-time. Connect with customers via:

  • Phone calls
  • Video meetings
  • Instant messaging
  • Screen sharing
  • And more!

These multimodal options work across a mix of devices – from traditional desktop and mobile devices to industry-specific devices such as DECT phones in hospitality settings or HiMed Bedside Terminals in healthcare organizations.

Think of it as equipping your workforce with a Swiss Army knife of communication tools, each designed for a specific purpose and ready to be used at a moment’s notice.

Why Multimodal Matters

  • Breaking Down Silos: Multimodal communication bridges the gap between teams, knowledge workers, and back-office staff. It enables instant access to experts, information, and support, fostering a more collaborative work environment.
  • Empowerment Through Information: Multimodal tools allow employees to quickly access knowledge bases, product information, and training materials, empowering them to handle inquiries more effectively.
  • Enhanced Customer Experience: Multimodal communication improves customer interaction. Imagine an employee using video chat to demonstrate a product or screen sharing to guide a customer through a complex process.

The Power of Partnership: Humans and Virtual Agents

AI-powered virtual agents can handle routine tasks, answer frequently asked questions, and even triage customer inquiries, freeing employees to focus on more personal issues that require a human touch.

When a virtual agent encounters a situation that requires human intervention, it can seamlessly transfer the interaction to a live agent, along with all relevant context and information.

Implementing for Success

Your local TCI experts make adopting new technology easy. We work with you to design the right communication experiences so you can achieve your business objectives:

  • Choosing the Right Platform: The ideal multimodal platform will meet your customers where they are and integrate with existing business systems. We focus on solutions that provide the resiliency, security, and compliance required to protect your customer data during normal day-to-day operations, and that can adapt during crises.
  • Training and Adoption: It’s essential to equip your employees with the skills and confidence to use new communication tools. TCI gets your team up to speed on our services’ intuitive interfaces, and we provide ongoing support and training sessions to maximize the benefits of multimodal communication.

    • Multimodal communication is more than just a technology upgrade; it’s a strategic investment in employees and customers. By empowering teams with the right tools and information, you can unlock new levels of efficiency, collaboration, and customer satisfaction.

    Reach out to TCI to discuss technology solutions that will help your business get ahead in 2025. Contact us today at (703) 321-3030 or info@tcicomm.com.

     

How a Hybrid Cloud Approach Maximizes Your Communications Flexibility

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Organizational processes, culture, and goals are constantly changing, and your communication landscape must adapt to keep pace. With over 40 years of UC experience, TCI understands the critical elements a communication landscape needs to drive organizational success.

Increasingly, organizations are finding that a hybrid cloud approach to communications is the key to achieving this flexibility. Here’s why:

  • Alignment with Organization Growth: Your communication tools should directly support your core organization goals. This includes boosting productivity, enhancing customer experiences, and improving employee efficiency. For many organizations, this means effectively serving frontline workers who are crucial to operational success.
  • Data Control and Security: Maintaining control of your organization’s data is paramount, especially with the rise of generative AI and varying international data regulations. A hybrid cloud approach allows you to keep sensitive data within your control, ensuring compliance and mitigating security risks.
  • Integration with Legacy Systems: Many organizations rely on legacy systems that can’t be easily moved to the cloud, such as specialized equipment or industry-specific applications. A hybrid cloud model lets you embrace new technologies while seamlessly integrating with these essential existing systems.

Beyond these core reasons, a hybrid cloud communication solution also offers:

  • Organizational Flexibility: Adapt to changing market dynamics and organizational needs without being locked into a single solution.
  • Workplace Diversity: Support a diverse workforce with communication tools that cater to various roles, work styles, and locations.
  • Elevated User Expectations: Meet the demands of today’s users who expect seamless communication across their preferred devices and channels.

A hybrid cloud approach empowers your organization to navigate the evolving communication landscape and achieve sustainable growth.

Let’s explore how integrating hybrid services can help grow your business. Contact TCI today at (703) 321-3030 or info@tcicomm.com.

 

Power More Connections: How TCI Helps Our Customers Grow with the Latest UCC Solutions

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The business landscape demands more than basic communication tools. TCI has evolved to meet today’s hybrid workplace demands.

We design, deploy, and support sophisticated unified communications and collaboration (UCC) solutions that drive real business value and strengthen connections…

  • Hybrid Workplace Solutions – A hybrid cloud approach combines on-premises security with cloud flexibility, enabling organizations to maintain control while scaling operations efficiently. This infrastructure supports AI integration and rapid service deployment, ensuring businesses stay competitive.
  • Enhanced Security and Control – Our hybrid architecture provides enterprise-grade security and data control, essential for modern business operations. Our clients can confidently manage sensitive communications while maintaining compliance standards.
  • Vertical-Specific Optimization – Industry-tailored solutions integrate seamlessly with existing technology stacks, maximizing ROI and operational efficiency. From healthcare to finance, each solution addresses sector-specific challenges and requirements.

Future-Ready Communication

Modern UCC is a strategic asset that drives competitive advantage in today’s business environment. TCI’s solutions empower organizations to:

  • Adapt quickly to changing business needs
  • Enable seamless collaboration across locations
  • Support mission-critical communications
  • Leverage new AI capabilities

For UCC solutions that drive business growth and innovation, contact TCI: (703) 321-3030 or info@tcicomm.com.

 

Make Informed Decisions – How Performance Analytics Future-Proofs Business Communications

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Picture a busy office where every call, video conference, and message is essential to getting the job done. Everything needs to work smoothly, but as the business grows, the demands on its communication systems increase. Suddenly, dropped calls, lagging videos and unexpected downtimes disrupt workflow.

That’s where Mitel Performance Analytics (MPA) 3.5 comes in – a vital tool designed to future-proof your business communications.

From Reactive to Proactive Communication Management

Think of an IT team that used to spend its days constantly putting out fires – reacting to issues as they popped up and rushing to fix problems before they caused bigger disruptions. This reactive approach was stressful and inefficient, leading to breakdowns that affected everyone, from employees to clients.

MPA 3.5 offers real-time insights into the health of your communication system, giving your IT or partner team a clear view of potential problems before they become serious. Now, instead of just reacting, the team is anticipating issues. They’re preventing crises from happening at all.

This shift from reactive to proactive management has made an enormous difference. MPA 3.5 keeps communication systems running smoothly by catching issues early, ensuring every call connects, and every message is delivered on time.

Empowering Businesses with Insights

MPA 3.5 is more than just a monitoring tool; it empowers organizations with the information they need to make better decisions. With detailed analytics, you’ll gain insights into everything from call quality to network stability, allowing your support team to fine-tune your system for optimal performance.

For example, MPA 3.5 enables a business to spot patterns in network usage and adjust resources accordingly. This ensures that service does not slow down during peak times. These insights help companies maintain high service quality while optimizing operations, leading to better overall performance.

Adapting to a Changing Landscape

As businesses grow and evolve, so do their communication needs. Flexibility is critical, whether expanding to new locations, integrating new technologies, or scaling up to support more users. MPA 3.5 is built with this adaptability in mind. It allows organizations to easily incorporate new tools and features, ensuring their communication systems grow and change.

Imagine rolling out a new collaboration platform across multiple offices. The transition could be tricky, but with the help of MPA 3.5 on selected platforms, you can monitor the rollout in real-time, quickly identifying and resolving any issues. This ensures the new platform is running smoothly without disrupting ongoing work.

Securing the Future of Business Communications

A reliable and adaptable communication system is crucial in today’s complex and demanding business environment. By offering deep visibility, enabling proactive issue resolution, and supporting the integration of new technologies, MPA 3.5 ensures that businesses are ready for today’s challenges and well-prepared for the future.

Ready to optimize and maintain the performance of your systems? To learn more about MPA 3.5 contact us at (703) 321-3030 or info@tcicomm.com.

 

TCI Powers Business Connections & Control with Tailored Hybrid Communications

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TCI implements hybrid unified communications systems that combine the best of cloud-based managed services with an on-premises deployment.

Whether you’re pursuing growth, improving customer experiences, building culture, or reducing costs, TCI’s hybrid communication solutions can help you achieve your goals.

We’re ready to support your on-premises infrastructure and help you adopt the right blend of public, private, or partner hosting. Leveraging the flexibility of Mitel’s Common Communications Framework, our local experts seamlessly tie the right mix of solutions together for every client.

  • Common Experiences – Our hybrid cloud approach delivers consistency across your location, customer, and employee touchpoints
  • Integrating your UC and industry-specific solutions – With over 200 integrations, our Mitel-powered solutions enable value-driven connections with the business apps you use every day.
  • Control & Security – TCI’s focus on secure, resilient, and tailored communication solutions means you can depend on the highest performance and flexibility for your organization, all while maintaining local control.
  • Simplicity at Scale – Our platforms also allow you to scale with your embedded investments as you grow – up to 10,000+ users – and ensure operational continuity, compliance, and security.

TCI empowers you to adapt your communications with precision and confidence.

Get the planning conversation started… Call (703) 321-3030 or info@tcicomm.com.

 

Can Customers Reach Your Business During a Crisis? 5 Ways to Improve Business Continuity

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Most organizations are familiar with the principle of distributing IT systems to minimize the scope and impact of IT service failures.

Fewer organizations give much thought to maximizing the availability of their most valuable asset – their employees.

By distributing your IT – and your people – your organization can eliminate single points of failure and survive a wide variety of threats.

Watch our brief video to learn more.

Taking Action

Planning for a catastrophic or disruptive event is a critical responsibility for every business leader. A documented plan communicates how your business will mitigate risk.

Unfortunately, firms without a proper disaster recovery plan may not be able to sustain their business. Developing a comprehensive continuity plan can help you survive and thrive over the long term.

Your organization’s Voice Communications can keep your people connected during a crisis. Get the help you need to make it happen. Contact TCI at (703) 321-3030 or info@tcicomm.com.

 

Act Now – Don’t Miss Your End-of-Year Technology Tax Break

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Time is running out to leverage your Section 179 deduction for 2024.

The Section 179 deduction is a great tool to maximize your company’s financial flexibility. A part of the IRS tax code, it allows businesses to deduct the full purchase price of qualifying equipment bought or financed during the tax year.

This tax incentive is designed to encourage businesses to invest in the technology and equipment they need to grow, while also reducing their tax liability.

The Section 179 deduction for 2024 is $1,220,000. The deduction includes both new and used qualified equipment. In addition, businesses can take advantage of 60% bonus depreciation on both new and used equipment for 2024.

The Section 179 deduction applies to both leased and purchased equipment and software. When you buy, you can deduct the total amount from your taxes. When you lease, you pay the monthly lease payments, but you still get to deduct the total purchase price from your taxes.

Whether you choose to purchase or lease, you’ll need to put the equipment/software into service by the end of the day on December 31, 2024. Remember to keep supply chain issues and delivery times in mind when making your Section 179 purchases for 2024.

Follow this link for more information about Section 179, including a Savings Calculator.

Then reach out to TCI to discuss technology solutions that can help your business get ahead. Contact us today at (703) 321-3030 or info@tcicomm.com.

 

Preparing Your Organization for the Gen Z Workforce

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As Gen Z enters the workforce, businesses must adapt to attract, retain, and maximize the potential of this tech-savvy generation. Here are some key strategies to prepare your organization for the future:

Be open to Flexible Work Arrangements

Gen Z prioritizes work-life balance and autonomy in their professional lives. To appeal to these young talents:

  • Offer flexible schedules that accommodate personal needs
  • Implement remote or hybrid work models
  • Provide opportunities for in-person collaboration and mentorship

By 2030, Gen Z will constitute about 30% of the workforce. Embracing flexibility now will position your company as an attractive employer for this growing demographic.

Exploit Cutting-Edge Digital Tools and AI

Having grown up in a digital-first world, Gen Z new hires expect seamless technological integration in their work environment. To meet these expectations:

  • Invest in comprehensive unified communications and collaboration platforms
  • Incorporate AI capabilities to enhance productivity and decision-making
  • Implement features like calendar integration, document management, and text-to-speech functionality

Encourage a Purpose-Driven Work Culture

Younger generations seek more than just a paycheck; they want their work to have meaning and a positive impact. To engage Gen Z:

  • Clearly communicate your organization’s mission and values
  • Provide opportunities for employees to contribute to socially responsible initiatives
  • Create a workplace culture that emphasizes purpose and meaningful contributions

Aligning your company’s values with theirs will be crucial for attraction and retention.

Take Action Now

By embracing these strategies, you can better prepare your organization for the incoming workforce and future-proof your operations. Gen Z brings unique skills and perspectives that can drive innovation and growth.

Adapting your workplace to their needs and expectations will ensure you harness their full potential. Remember, the future of work is evolving rapidly.

Start implementing these changes today to position your company as an employer of choice for the next generation of talent. Call (703) 321-3030 or info@tcicomm.com.