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TCI’s Customized Cloud Voice… Deployed Anywhere, Any Time, on Any Device

TCI specializes in industry-leading unified communication solutions for businesses of all sizes. And because we give you the option to run these powerful solutions on our hardware or on your servers through software, you can expand on your terms and your timing.

Select the best deployment model

Delivered from our VMware-enabled data center in Ashburn, VA, our TCI Advantage services offer the flexibility to deploy UC your way – Hosted, Premises, Hybrid, Virtualized, or as Unified Communications as a Service (UCaaS). When your needs change, we can change your deployment platform.

Enjoy unequaled scalability and selection

Work from the office, home or road. Handle calls from the desk or mobile device of your choice. TCI can provide your phones, or you can source your own.

Choose the level of support you need

TCI can manage everything end-to-end or you can manage your own changes and only call us when you need help. Either way, easy online management and reporting is included. Choose your service plan – from traditional break-fix to fully managed.

Customize to fit your business needs

  • Full integration with Salesforce, Outlook and other CRM applications
  • Deploy a world class Contact Center with agents working from anywhere
  • Seamless office unified communication on a desktop, laptop or mobile phone – or all at once!
  • And much more…

Mitel-powered… TCI-delivered

TCI’s business-class communication solutions can be deployed in any configuration, with tailored financing options to meet your budget requirements. TCI makes Voice easy – all for a budget-friendly monthly subscription.

Talk to our experts or schedule your demo. Contact us today at (703) 321-3030 or info@tcicomm.com.

 

Recapping Mitel’s Recent Road Show on Digital Transformation & Contact Center Innovations

The emergence of the Digital Economy has led companies to transform their call centers into omni-channel customer experience centers. Increasingly, companies are finding that they need optimization solutions like Workforce Management, Interaction Recording, Quality Management and Speech Analytics to successfully operate an omni-channel customer experience center. They’re also looking at AI-powered Agent Assist technology to modernize the customer and agent experience.

Many companies struggle to make the transition seamlessly and are looking for partners to help them navigate through the maze of choices. TCI and Mitel can help.

On July 10 in Columbia, Maryland, the Mitel UC Contact Center Roadshow was in town, a platform for discussions and demonstrations of the latest innovations in contact center technologies and applications. Experts from Mitel, Google, ASC, TalkDesk, and others covered these topics:

  • How Google AI can power Contact Center Agents
  • How to Optimize the largest expense in a Contact Center
  • Benefits of hosting a Contact Center via the cloud
  • How to determine which Contact Center solutions best fit your company

We were delighted to see some of our valued TCI clients and guests, including…

  • Burke and Herbert Bank
  • American Physical Therapy Association
  • American Society of Civil Engineer
  • Intensive Care On-line Network

If you were unable to attend this event…

We have compiled a 75-page slide deck that provides a recap of the presentations. We offer it in the hope that it may stimulate ideas on the types of innovations available that you can bring into your contact center to improve the customer experience.

Let’s talk about how innovative technologies and applications can advance the effectiveness of your contact center. Contact TCI today at (703) 321-3030 or info@tcicomm.com.

 

Using Contact Center Metrics to Boost Customer Experience in the Real World

No surprise… Your customers want personalized service and consistent answers when they speak with multiple reps in your business. Further, they don’t want to wait on hold or repeat themselves when transferred. Here’s how three organizations are leveraging the Cloud today to benefit their customers…

  • A Medical Supply Company, which serves its market with 45 agents, gains actionable insight into call center operations. By monitoring system performance in real time, managers can identify heavy call-volume periods, so staff can be allocated in ways that keep wait times to a minimum. Historical reporting reveals patterns so managers can determine if they need additional staff at certain locations or during specific days or times.
  • A Non-Profit that provides temporary assistance to those struggling to pay their energy bills can now move representatives from one queue to another based on call volume. That reduces wait times for customers during peak hours. Call monitoring allows managers to review calls for quality and service levels, improving training and accountability. Call recording comes in handy when a customer and agent have different recollections of a conversation, allowing any miscommunication to be resolved quickly.
  • A Government Contractor implements a nationwide energy efficiency program with a new always-on cloud contact center, allowing 24/7 support to be offered to customers. While remote access had been an issue with the old system, now remote agents have seamless access from satellite offices. Improved call quality translates into fewer dropped calls, which makes customers happy. Real-time call handling metrics let managers analyze the level of service customers receive. Issues can be identified immediately and lay the foundation for future training sessions.

New technology is providing the tools and insight you need to turn your call center into a well-oiled machine.

Let’s talk about more practical ways a cloud contact center solution can help your business serve and support demanding customers… Contact us today at (703) 321-3030 or info@tcicomm.com.

The 5 Most Important Contact & Call Center Trends

We’ve seen a lot of changes to the call center and Customer Experience landscape in recent years. Cloud communications and a distributed workforce have been on the minds of many our clients. The need to integrate social media channels is becoming more important than ever.

Here are 5 of the strategic trends shaping up to influence businesses and their call center operations…

1. Digital transformation

Businesses are turning to truly digital contact centers that redefine the Customer Experience from start to finish. Seamless integration of technologies across the business provides full customer context with each interaction and leverages system data to provide proactive service.

2. Two-way social media conversations

When customers interact with a business online via social media, they expect a personalized and immediate response. More importantly, the two-way conversation is public, so other customers will be watching to see how the business addressed the problem.

3. Omni-channel communications

While a customer journey may begin on one channel, valuable insight and feedback may be taking place on a completely different channel. Unifying customer communications across channels gives businesses better context for their customers, helps resolve issues faster, and assists agents in identifying better opportunities for future sales.

4. Better contact center analytics

Sophisticated analytics turn data – like call and screen recordings, chats, SMS messages and more – into useful feedback for agents. Analytics programs are being used to build statistical dashboards so agents and managers can get real-time updates on customer experiences.

5. More remote call center agents

With constantly improving unified cloud communications, remote workers have become a permanent and beneficial part of the contact center environment. With collaboration tools, contact center agents can take their work mobile, with access to real-time analytics and customer context.

Need help figuring out how to apply these trends to your business? Contact TCI today at (703) 321-3030 or info@tcicomm.com.

 

5 Ways to Take Your Customer Experience to the Next Level in the Digital Age

There’s a lot of pressure to provide a great experience each time customers interact with your brand. Businesses are responding by prioritizing the Customer Experience as a competitive differentiator.

Your business needs to consider the full range of your Customers’ Experience: not just the call they make to sales or support, but all the different departments and technologies that your customers interact with to make a sale or resolve an issue.

Here are five ways to deliver exceptional Customer Experience in the digital age:

  • Be holistic – Review your current Customer Experience; it doesn’t start and stop with one phone call. It’s important to take a 360-degree view, including chat, social media, direct messages and beyond.
  • Respond immediately – To avoid customer frustration with misdirected calls, a unified communications and collaboration system can allow your agents and staff to collaborate on customer issues without leaving the call.
  • Consider IoT – Implementing IoT automated responses to certain triggers can prevent problems before they take place. For example, a customer’s air conditioning unit can signal your business when the unit is not running properly so you can arrange a tech visit. The customer can respond within their own messaging app.
  • Go beyond voice – When you’re looking at your own contact center, make sure you’re not relying too heavily on voice call metrics; factor in responses and workflows via alternative media.
  • Push for high availability – Your Customer Experience doesn’t stop when there is a disaster or system malfunction. Push for high availability by keeping a physical or virtual replication of your main contact center server.

Let’s talk about using new technology to boost your Customer Experience. Contact us today at (703) 321-3030 or info@tcicomm.com.