Leverage Virtual Assistants & IoT to Make it Easier to Stay Connected with Your Customers

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Customers are conversing with businesses in new ways, thanks to the Internet of Things (IoT). For many consumers, virtual assistants, chatbots and messaging apps are quickly becoming their preferred methods of communication.

CNBC reports that half of consumers will own a smart speaker by the end of the year, and among the top three uses for it will be shopping and ordering items.

Every business should take notice. According to Gartner, more than half of enterprises have already invested in virtual assistant technology, and 25% of customer service centers intend to integrate virtual assistants or chatbots across channels by 2020.

IoT enables businesses to place a greater emphasis on conversation to improve customer engagement. Gartner points out that companies already benefit from using virtual assistants across channels – ranging from a 70% reduction in call, chat and/or email inquiries to a 33% savings per voice interaction.

As these AI-driven services evolve, there’s an enormous upside to use them to create a more intimate connection with customers. Some businesses already leverage location and other profile information to make personalized recommendations.

For these applications to work effectively, businesses need to put the right communications technology in place. Unified Communications provides universal access to applications and data, which removes the typical barriers to successful implementation of AI and IoT technologies.

The time is right to start experimenting with these technologies and to start studying use cases with the idea of improving your operations. The Digital Transformation experts at TCI understand how IoT and artificial intelligence enhance customer interactions.

Ready to open more doors to converse with your customers? Contact us today: (703) 321-3030 or info@tcicomm.com.

TCI Performance Analytics Makes Network & System Management Faster and Easier

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The performance of your business communications system and network is important to the success of any organization. Poor service quality will put a strain on your busy IT team as they jump back and forth from strategic projects to find and fix problems.

With Performance Analytics from TCI, the source of problems is easily identified regardless of where they may be on the network – an improperly configured router, for example, or a malfunctioning switch.

Here are just a few of the proactive capabilities from TCI that will improve how your networks and systems are managed:

  • Status Dashboard – Well designed, online dashboards make it easy to identify the most critical issues.
  • Alarms & Alerts – Real-time alerts provide timely, actionable data on network issues, so problems can be resolved more quickly.
  • Alarm Analytics – In a sea of data, alarm analytics ensure that adverse events are prioritized so that the most critical are presented first.
  • Detailed Reporting – Reports demonstrate network and device performance, improving capacity planning and trend identification.
  • Performance Monitoring – The status of Voice quality is continually monitored, as well as the performance of Systems, Applications and Networks.
  • Secure Remote Access & Single Sign-On – Network devices can be accessed anywhere in the world, for more efficient troubleshooting and maintenance.

Ready to optimize your IT team? With TCI Performance Analytics keeping watch, consistently high service quality and less downtime results in satisfied users and an improved Customer Experience.

Learn how TCI’s Performance Analytics service can enable faster problem resolution and improve the reliability of your network. Contact us today: (703) 321-3030 or info@tcicomm.com.

Cut Your Networking & Telecom Costs and Optimize Your Services

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Wondering if you’re getting the best pricing, service, and solutions? Need faster broadband, voice or data? A more reliable connection to your data center? Want great customer service when you need it?  The time and effort it takes to identify and compare the offerings and deals of service providers can be a daunting experience for even the biggest firms.

There’s a better way…

We recognize that networks and phone systems are essential to your daily operations. Now you can get all the communications support you need from your single-source technology partner – TCI. We find the best solutions for you and manage everything, acting as your advocate with the service providers every step of the way.

You call us. We do the rest.

Our team of carrier, broadband, and network services experts review your entire IT and Telecom environment – Everywhere we look we can optimize what you have or find you better solutions and better pricing.

You pay nothing extra for our expert advice and coordination, plus you get TCI’s outstanding support.

Get started today! Contact TCI at: (703) 321-3030 or info@tcicomm.com.

Save Money, Add Flexibility with SIP Trunks

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SIP Trunks have emerged as a very popular replacement for traditional phone lines and data network services by helping businesses reduce their bills, while adding flexibility with new features and advantages…

  • SIP trunks can save up to 60% on your monthly bills.
  • Automatic fail-over capabilities support resiliency and disaster recovery. SIP ensures you’ll never lose a call during a system failure, power outage or Internet disruption.
  • Whether you’re a one office operation or distributed across several locations, SIP is flexible, connecting your business and its remote workers. You can transfer calls between your locations and/or enable advanced call routing features that automatically distribute calls among all your sites.
  • SIP supports local phone numbers for each of your locations coupled with centralized call handling.
  • Consolidated billing simplifies accounting for your multi-location business.
  • SIP supports voice and data, eliminating the need for separate, standalone circuits.
  • Dynamic Line Bursting provides extra call paths to accommodate heavy inbound call activity, eliminating busy signals.
  • You can add/change features and functions to keep up with business needs via a secure, online portal.

SIP makes sense. Let’s talk about better connections and lower monthly costs for your business…
(703) 321-3030 or info@tcicomm.com.

 

Simplifying Operations with Better Technology Starts with a 2019 TCI Planning Session

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With budget season here and 2019 right around the corner, now is a great time to start evaluating your office technologies and setting strategic goals.

A TCI Technology & Business Review gets you prepared for the new year, whether you’re considering Digital Transformation, IoT, Disaster Recovery, IT Security, Cloud, or Managed Services.

Not familiar with the latest innovations or apps? We’ll get you up to speed so your business can connect more easily and become more productive than ever with the latest tools.

Schedule your 2019 planning session with TCI today. Call (703) 321-3030 or info@tcicomm.com.

 

Is An Office Move in Your Future? TCI Helps You Make a Successful Technology Transition

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Office technology is the powerhouse that drives your business forward… If your phones aren’t ringing and your systems aren’t working at your new office on Day One, then your business can sputter to a stop.

Here are some of the critical technology elements that your TCI relocation experts pay special attention to so you can avoid costly roadblocks…

  • Equipment – We determine if your current systems still meet your business needs. If they fall short, we’ll get you up to speed on upgrades or replacements that will meet your performance requirements at your new location.
  • Cloud Migrations – An impending move may provide an opportunity for cost savings by moving more systems and applications to the cloud, especially if your aging on-premises technology can’t provide the latest capabilities your people need to perform at their best. We perform a comprehensive analysis and make deployment recommendations so you can make an informed decision.
  • Infrastructure – We review your cabling and outlet requirements for voice, data and video, as well as map out the best locations for switches, routers, wireless access points, servers, phone system, network printers, and uninterruptable power systems.
  • Dedicated Space – We’ll work with your facilities team to help identify the ideal locations for server rooms and network hubs, and any special requirements for electrical power, air handling, and physical security.
  • Telecom & Internet – We review capacity requirements to determine if you need more LAN/WAN capacity, phone lines, and broadband services at your new location. We’ll work with the service providers to get the connections you need.
  • Data Protection – We can assist with backing up your important data and applications as well as firewall, server, router and phone system configurations so that if something goes wrong during the move, you will have the ability get your business up and running quickly.

Don’t let a poorly executed office move put your business on hold. Get our relocation experts involved in your plans as early as possible. Contact us today: (703) 321-3030 or info@tcicomm.com.

 

Giving Machines a Voice… Overcome Field Service Delays with IoT and Cloud Communications

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Today’s service customers have zero patience for field service delays. They simply won’t tolerate missed or late service calls, or technicians who don’t have the necessary skills to get them back online, or the old standby, “I don’t have the right parts with me. I’ll have to go back to the shop.”

The Internet of Things (IoT) and cloud communications have the potential to minimize such situations. In a recent survey of field service executives, 55% said IoT was the “next big thing” related to technology that they felt would most help with increasing service demands.

In the not too distant past, field techs were limited to voice-only cell phones to communicate with their home office. But with today’s smartphones and web-based solutions, they can message and locate coworkers, conduct video calls, and make voice calls – all from a mobile app.

IoT devices are taking field service to the next level… Multiple sensors on IoT devices provide diagnostic data that help service techs and engineers pinpoint the cause of maintenance issues at customer locations.

With better data, there is faster analysis and identification of the best solution. A cloud-based management system can even allow your techs to correct many problems remotely. By giving machines a voice, you can head off service problems before your techs need to hit the road.

Download: A Better Customer Experience Through Giving Machines A Voice

Does your business depend on Field Service? Keep your business focused on delivering the best possible Customer Experience. Contact TCI today: (703) 321-3030 or info@tcicomm.com.

 

Safeguard Your People & Property with Emergency Mass Notifications

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Your business can experience serious disruptions from a variety of sources:  power outages, fire, flood, icy roads and severe weather, to name just a few. Having a well-defined response plan and utilizing the proper technology to communicate with your employees is vital for dealing effectively with these and other emergency situations.

Emergency notification systems are available in a variety of technologies…

  • Paging messages and announcements can be automated, pre-recorded and ready for use or utilized in real-time. The right paging system should work with phones, speakers or traditional PA systems. Syn-Apps, for example, is a notification solution that tightly integrates with Mitel’s phone systems.
  • Real-time Alerts can be used for desktop notifications to employees or used to make phone calls to connected users. They can even be used in conjunction with beacons or digital signage for visual notifications.
  • Integrated Solutions take advantage of advanced IVR (interactive voice response) solutions with your phone system. You can use specific phone numbers or prompts to route calls based on caller inquiry and update recorded messages with pertinent information. Your staff won’t need to answer redundant questions, and they can efficiently deal with the situation at hand.
  • Conference Bridges – Specific bridges can be used during emergency situations for immediate conferencing with remote users and offices. The use of mobile apps and desktop applications allow users to quickly and easily join, resulting in faster response and updates.

In an emergency, you don’t want to waste time recording messages or figuring out system configurations. Prepare, plan and be ready… Reach out to TCI to start discussing your options. Contact us today: (703) 321-3030 or info@tcicomm.com.

Mitel Integrates with Google Cloud Contact Center AI to Deliver More Insightful Customer Experiences

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Mitel has announced an integration with Google Cloud’s new Contact Center AI that will improve your company’s customer service experience, as well as the productivity of your contact center.

Contact Center AI is a simple, secure, and flexible solution that allows enterprises with limited machine learning expertise to deploy AI in their contact centers.

Key features of Mitel’s integration with Contact Center AI include new capabilities you can use to offer smarter, more personalized agent/customer interactions.

  • AI-Powered Virtual Agent – Enables your customers to self-serve with the help of an intelligent chatbot equipped with product and service information.
  • AI-Powered Agent Assist – Enables a customer inquiry to be easily transferred to a live agent with full context of the virtual agent conversation and continuous AI support to provide the agent with real-time research and coaching.
  • AI-Powered Analytics – Provides another layer of intelligence and insight to enhance your offerings and further elevate your Customer Experience.

Let’s talk about upgrading your Mitel contact center with AI. Contact TCI today: (703) 321-3030 or info@tcicomm.com.

 

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.