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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.

 

3 Ways to Transform Your Contact Center Customer Experience

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Contact centers play an essential role in enhancing customer experience (CX). They have the power to transform dissatisfied clients into cheerleaders, collect valuable data, and improve your organization’s overall reputation.

Utilizing an omnichannel contact center platform powered with the right technology can significantly enhance CX, optimize workflows, and increase profitability.

Here are three strategies to maximize the impact of your contact center operations on your business:

1. Optimize Channel Shift

Many companies are moving away from traditional phone support and embracing digital channels like chatbots and mobile apps to save costs. However, this strategy doesn’t work for everyone. To find the best communication channels, it’s important to understand your customers’ demographics and preferences. For example:

  • Older clients may prefer phone support.
  • Younger audiences might like self-service options.

As artificial intelligence (AI) continues to advance, it’s expected that by 2025, 80% of customer service organizations will use generative AI to improve productivity and customer satisfaction. That said, technology should always meet customer needs. Live agents will always be needed for handling more complex inquiries.

2. Eliminate Departmental Silos

Key executives, such as the COO, CMO and CTO, need to work together to ensure the contact center supports the company’s overall goals. For example, if the marketing team launches a new campaign, the contact center should be updated and engaged to provide consistent messaging to customers.

Additionally, contact center representatives can share valuable insights that help shape marketing strategies. This collaboration enables decision makers to tailor promotions and improve customer interactions.

3. Leverage Technology

To succeed in a competitive market, organizations need to stay current with new technology solutions. By adding features like AI chatbots and analytics, businesses can personalize customer interactions. You can also measure performance with metrics such as net promoter scores (NPS) and customer satisfaction (CSAT).

Effective contact center operations can convert complaints into loyalty and drive bigger profits. Businesses of all sizes can benefit from tailored contact center solutions to improve their customer experience.

Learn how TCI can help modernize your contact center: (703) 321-3030 or info@tcicomm.com.

 

Unparalleled Choice & Flexibility… How TCI Connects You to a World of Seamless Communications

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With TCI’s next-gen UC solutions, you can enable new ways of working, supporting your employees to call, chat, and video securely — also stay connected regardless of whether they sit next to each other in the office, or remotely at home.

Applications

TCI brings it all together. Improve your communications experience with apps, ranging from office tools, analytics, workforce management, and campaign management to enhancing organization and site connectivity – and more.

With access to these tools, your team can tackle their work on more devices from any location:

  • Integration with business applications from tech leaders like Microsoft and Google
  • Presence Tools
  • Softphone App on Mobile Devices
  • Unified Messaging
  • Remote control of desktops
  • Outlook client plug-in
  • Microsoft Teams integration
  • Message retrieval from one synchronized message store

Collaboration

Bring teams together with messaging, conferencing, screen sharing, file sharing, and more. Users can stay connected while on the go with our web, mobile, and desktop applications.

  • Virtual workspaces for team meetings, conversations, content review, and project management
  • Team Video conferencing and recording
  • Participant management
  • Desktop application sharing
  • Team and private chat
  • Web-based file sharing

Contact Center

Impress customers with all-in-one interaction management platforms that transform outdated voice-only call centers into omnichannel customer experience centers.

  • Integrate with your CRM, like Salesforce, Microsoft, and others
  • Offer Live Agents, Web Chat, Email, Text Messaging / SMS
  • Monitor and respond to Social Media feeds (Twitter, Facebook, LinkedIn, Instagram, etc.)
  • Automate and access Full Reporting on Your Customer Interactions
  • Improve Customer Experience
  • Become more efficient

Voice

Rich PBX and phone system features, advanced call controls and softphone, mobile and IP desk phone options so you can talk and meet from anywhere – effortlessly.

Supercharge your organization’s growth with unparalleled flexibility.

We can design the right mix of UC solutions for your needs today and your goals for tomorrow. Deploy on-premises, via private cloud, public cloud, or a hybrid. Pay upfront or monthly. Use existing devices or the latest models.

It’s Unified Communications, your way. Get started today: Contact us today: (703) 321-3030 or GetHelp@tcicomm.com.
 

Create Exceptional Customer Experiences with New Contact Center Tools

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The capabilities and scope of the traditional call center have expanded as technology continues to evolve.

Today’s contact center operations can range from a few customer service representatives in a small business to enterprise-level corporations with hundreds of agents spread across multiple regional offices and remote telework locations.

TCI’s contact center experts can get you up to speed on the latest tools, and when you’re ready, our local team can design, deploy, and support your solution.

TCI’s Mitel-powered Customer Experience solutions feature interaction routing, self-service IVR, performance analytics, real-time dashboards, and workforce optimization tools.

We customize arrangements for small and mid-sized businesses and large enterprises…

  • MiContact Center Business – Whether you have a few call center agents or a thousand omnichannel agents, MiContact Center Business puts your customers at the core of your business with scalable solutions for sales, service, support, and more.
  • MiContact Center Enterprise – Transform your voice-only call center into an omnichannel experience center with this flexible, powerful, all-in-one customer interaction management platform.
  • Mitel Workforce Optimization – Gain deeper customer insights to enhance the customer experience while optimizing resources and enhancing performance with Mitel Interaction Recording, Quality Management, Speech Analytics, and Workforce Management solutions.
  • MiContact Center Outbound – Elevate customer engagement with this complete outbound contact management suite that supports all modes of outbound dialing, multi-channel communications, and campaign management.

Unleash Your Sales, Service, and Support Potential

Start a different conversation with your customers when you give them the freedom to interact with you the way they want (voice, text, chat, video) on any device, and give your employees the tools to manage today’s omnichannel customer journeys.

Build a World-Class Customer Center

Don’t just connect with your customers, convince them you care with an omnichannel communications suite featuring workflow designer, speech-enabled IVR, speech analytics, quality and performance management, real-time dashboards, and more.

Ready to improve your customer satisfaction scores, first contact resolution rates, and customer effort scores? Contact us today: (703) 321-3030 or GetHelp@tcicomm.com.
 

TCI Phone Systems and Communications Solutions for the DC Region’s Leading Financial Institutions

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To increase profitability, you need innovative technology solutions that keep existing customers loyal while attracting new business.

TCI’s proven Financial Services Solutions allow you to differentiate yourself from the competition with communications, collaboration, and customer experience (CX) applications that result in better customer and employee interactions.

We Understand the Digital Challenges for Financial Institutions

  • Investment Management – TCI designs, deploys, and supports Financial Services Solutions that will help your organization improve governance and security, fulfill regulatory compliance requirements, and strengthen ID verification to reduce fraud.
  • Credit Unions – By embedding customized communications solutions into your business processes, you can automate manual tasks and enable branch workers to achieve optimal product/service quality and performance.
  • Banks – Grow revenue while reducing operating costs with flexible deployment and payment options that allow you to choose the most cost-effective communications option for your business.

With an increasingly dispersed workforce, plus the need to often call on the expertise of finance specialists like mortgage advisors or insurance brokers, financial services institutions need the tools to deliver quick customer resolutions without causing delays.

A UC platform that pulls together widely used business tools, including desk and mobile phones, messaging, voicemail, audio, and web conferencing, as well as a contact center into one solution is crucial. It speeds up the exchange of information and cross-team collaboration, bringing people together to provide consensus and resolutions for the customer, regardless of location.

TCI has the Right Solutions for Your Financial Institution

  • Financial Services Contact Center Agent Solution – Capture customer information, validate customer identity, provide information with AI-powered voice/chatbots, and route clients who need additional help to experts in your organization for a frictionless client and agent experience.
  • Mortgage and Loan Application Solution for Financial Services – For Financial Services organizations establishing mortgages or general loans and closing applications in a timely manner is critical for business success. The next financial institution is waiting with competitive rates and your applicants will commit when they can lock in the mortgage or loan at the right rate.
  • Deliver Better Customer Experiences – Serve your clients on their preferred channels (phone, email, SMS, Web chat, Virtual Assistant, social media, etc.) while empowering your staff with real-time client information from leading finance applications such as Jack Henry and Fiserv for a personal touch.

Let’s discuss new ways to serve your customers and compete in a rapidly changing marketplace. TCI experts are here to help: (703) 321-3030 or GetHelp@tcicomm.com.
 

4 Ways to Show Your Customers You Value and Appreciate Them with Contact Center Tools

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There are dozens of creative ways to express customer appreciation, and a full-featured call center software suite can help get your message across with minimal fuss.

Small business owners and their teams can handle customer calls efficiently while indulging their VIPs with something extra — all without missing a beat.

Here are four ways to show your customers that you care…

1. Make Your Customer’s Experience the Center of Your World.

Everyone wants to feel valued. When a customer calls in, you must give them your undivided attention. If your team is worried about finding contact records or scripts, they’re not paying attention, leaving your customers feeling overlooked.

Keep the focus on the customer – not shuffling application windows – with screen prompts and automated workflows that flow seamlessly from your CRM to your contact center solution. An integrated contact center solution can empower CRM-based workflows with in-call screen pops and recommendations to help your team stay engaged with customers.

2. Anticipate What Your Customers Need with The Right Call Center Software.

Do you know your customers well enough to finish their sentences? Knowing what your customers need, even before they do, can help them feel like you truly “get” them — the basis of a fruitful relationship. Look at your data and reporting to understand customer pain points, past purchases, and other behavior.

Consider reaching out to selected customers on “quiet” days to ensure a problem was resolved to their satisfaction or simply to thank them for their business. And if you’re experiencing a service issue, contact them proactively and let them know you’re working to resolve it.

3. Customize Offer Recommendations.

Tailoring your interactions with your customers builds stronger relationships and a better customer experience. Take advantage of the capabilities of an integrated, multi-channel customer experience solution to create user profiles and make custom offer recommendations based on what your customers like. As always, meet your customers where they expect to find you, whether through email or web-based chat.

4. Partner for Pampering Experiences.

Today’s shoppers are spending more on experiences for themselves and others.If your business is rooted in products rather than experiences, consider partnering with others for a joint offer. Have these offers ready so any team member can easily share and give a great experience recommendation when they connect with a customer. Take that offer to the next level by delivering it in the method the customer prefers, email or chat, with a multi-channel call center solution.

With the right contact center solution and complementary partner, you’ll spend less time managing your phone system and more time providing customers with an exceptional experience.

When it comes to improving your customer experience and contact center solutions, TCI experts can customize, deploy, and support your technology. Contact us today at (703) 321-3030 or GetHelp@tcicomm.com.
 

Contact Center 101 – Understanding the Basics

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There are plenty of companies that manage lots of customer interactions that could benefit from today’s contact center solutions, yet they’re not looped in on what’s available today. If you’re one of them, your business could be missing out.

What’s the Difference between a Contact Center and Your Organization?

A call or contact center is any facility that receives or transmits a large volume of phone calls. Whether it’s inbound, outbound, or a virtual call center, the traditional definition of the contact center has expanded as UC technology continues to evolve.

Contact center operations can range from a few customer service representatives in a small business to enterprise-level corporations with hundreds of agents spread across multiple regional offices.

Why Does Your Organization Need Contact Center Technology?

The modern contact center has evolved. Today, a contact center can be a small team managing internal help-desk requests, a car dealership connecting prospects to salespeople, or an elementary school office handling an influx of calls from parents.

If your organization handles frequent calls, then you’re a good fit for this affordable technology…

  • Unleash Your Sales, Service, and Support Potential – Start a different conversation with your customers when you give them the freedom to interact with you the way they want (voice, text, chat, video) on any device, and give your employees the tools to manage today’s omnichannel customer journeys.
  • Build a World-Class Customer Center – Don’t just connect with your customers, convince them you care with Mitel’s omnichannel suite featuring workflow designer, speech-enabled IVR, speech analytics, quality and performance management, real-time dashboards, and more.
  • Get Big Results Fast – Improve your customer satisfaction scores, first contact resolution rates, and customer effort scores with Customer Experience solutions.

What Kind of Call Center Technology is Available?

There’s a wide spectrum of call center solutions available to help your business operations. Today’s variety of call center solutions cover all the bases.

TCI’s contact center experts can step you through your options, and when you’re ready – design, deploy, and support your solution. Contact us today at (703) 321-3030 or GetHelp@tcicomm.com.
 

TCI Host Service – Customized Contact Center, Team Collaboration & Business Communications

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Empower your people to serve your customers better

For a single, low monthly price, you can upgrade old phones to advanced mobile-enabled desktop phones and use Mitel’s award-winning capabilities to dramatically improve your Customer Experience.

Cloud communications isn’t an all-or-nothing endeavor

There are several deployment models to choose from depending on your business’s unique situation, and you can shift from one approach to another over time. Managing a multi-site business? TCI Host can bring your offices closer together.

In and Outbound Contact Center / Call Center

Whether you’re a small or big business, you can support omnichannel queues that let customers contact you the way they prefer. Track your customer contacts and get real-time metrics for informed decision-making and better team coaching.

  • Integrate with your CRM, like Salesforce, Microsoft, and others
  • Offer Live Agents, Web Chat, Email, Text Messaging / SMS
  • Monitor and respond to Social Media feeds (Twitter, Facebook, LinkedIn, Instagram, etc.)
  • Automate and access Full Reporting on Your Customer Interactions
  • Improve Customer Experience
  • Become more efficient

Powerful Collaboration Capabilities

Explore some of the Mitel-powered team-building and conferencing tools your users can tap into with their mobile or desktop phones…

  • Virtual workspaces for team meetings, conversations, content review, and project management
  • Team Video Conferencing and Recording
  • Participant management
  • Desktop application sharing
  • Team and private chat
  • Web-based file sharing
  • Document management

Unified Messaging and Integrated Apps

With access to these Mitel-powered tools, your team’s work can be tackled on more devices from any location:

  • Integration with business applications from tech leaders like Microsoft and Google
  • Presence Tools
  • Softphone App on Mobile Devices
  • Unified Messaging
  • Remote control of desktops
  • Outlook client plug-in
  • MS TEAMS integration (Mitel Assistant App)
  • Message retrieval from one synchronized message store

Our TCI Host Cloud Voice Service is all about flexibility

Add new cloud-based tools to your existing business phone system, and when you’re ready, migrate your entire platform to the cloud to reduce your overall telecom costs.

Schedule your TCI Host demo. Call us today at (703) 321-3030 or GetHelp@tcicomm.com.
 

Simplify the Banking Experience to Earn Customers for Life

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In the DC region’s highly competitive financial services industry, banks must ensure customers enjoy an easy and efficient experience at each journey stage. There’s simply too much risk that poor experiences will tarnish the bank’s reputation, turn away customers, and harm the bottom line.

Today’s communications solutions and technologies empower banks to break down unnecessary walls between their internal processes and customers. With these barriers removed, banks have new freedom to increase transparency, build trust, and foster personal experiences that help them earn customers for life.

Engage in Meaningful Interactions Every Step of the Way

To engage each customer more effectively in the right way at the right time, banks must seamlessly blend digital and human interactions. According to McKinsey & Company, banks that shifted to a more integrated, multimedia approach to customer communications have had convincing results, including:

  • Double the number of digital sales to customers
  • Three times more success in cross-selling bank services
  • A 40% increase in customer activities with the bank
  • One bank even reduced its cost to serve customers by two-thirds.

How to deliver technology-driven Banking Experiences that streamline every step of the Customer Journey:

Make it Fast and Easy to Navigate the Process

Initiating a new loan application with a bank can be very intimidating for people, especially when it’s their first time making a significant purchase, such as a house. They’re unfamiliar with the bank’s processes or what will be required.

When customers can easily set up a new account online and apply for a mortgage in minutes, it helps alleviate stress. User-friendly online forms and virtual agents answering questions along the way can efficiently step customers through the application requirements.

To further accelerate the process, customers can upload supporting documents such as bank statements and identification documents without leaving the user interface.

Connect with Customers their Way

Even with the most intuitive online forms, helpful virtual agents, and proactive communications, your customers sometimes need the reassurance and conversational exchanges that a person can best provide.

While AI is fast and helpful, customers want to communicate using their preferred media, which can mean connecting with a human. Collaboration apps put personalized text, voice, and video communications with bank agents at your customers’ fingertips.

A conversation may start with a voice or video call. Those communications can be followed up with text and email messages that provide additional support and links to more information.

Provide Timely Updates and Guidance

As the loan application moves through the bank’s internal processes, it’s crucial to keep customers informed about its progress and help them take full advantage of technologies that further accelerate the process.

When customers instantly receive text or email notifications confirming their application has passed through each process stage, the bank builds confidence. When customers can track the status of their application in real-time through a secure online portal, that trust is further strengthened.

Providing support and guidance is essential. This support can include walking customers through the steps to provide electronic signatures and providing clear, easy-to-follow instructions to access the bank’s secure online portal.

Timely communications will help customers successfully navigate their digital interactions without a trip to the bank or triggering a delay in their application.

Deliver Exceptional Banking Services with TCI

When banks and other financial institutions dramatically simplify their services, they eliminate many of the unknowns and fears around banking processes for their customers.

TCI takes the same approach when helping its local customers choose, deploy, and integrate the communications solutions and technologies needed to deliver exceptional banking services. It’s one key reason DC Metro banks and financial institutions trust TCI to help make their customer experience vision a reality.

Together with our Mitel-powered financial services solutions, TCI provides everything required to deliver the seamless, personalized customer experiences described above, including:

  • Secure, end-to-end Unified Communications services
  • Contact center solutions that incorporate advanced technologies, such as Google Cloud Contact Center AI and desktop co-browsing capabilities
  • Electronic signature solutions
  • Biometrics solutions for secure identity verification
  • Multimedia collaboration and meeting applications
  • Integration of communications solutions with the third-party applications banks depend on

If your bank is looking for communications technology that will support your efforts to earn customers for life, contact TCI today at (703) 321-3030 or GetHelp@tcicomm.com.
 


Contact Center Innovations… Transform Your Bank or Credit Union’s Customer & Employee Experience

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The two digital transformation opportunities that promise the most significant impact for banks and credit unions are reinventing their contact centers and branch and office operations. We’ll focus on how banks can capitalize on each opportunity with Mitel Financial Services Solutions.

Creating the Customer Experience of the Future

The role of a bank’s contact center is evolving from focusing on customer problem resolution to becoming a hub for comprehensive customer relationship management. For contact center managers, this transition requires that they meet new customer, management, and employee expectations.

  • Customers expect various services to be provided by knowledgeable agents who have the skills, product knowledge, and resources to identify the right solution for them and implement it efficiently.
  • Bank Management wants their contact center to deliver efficient, personalized service. They also need agents to possess product knowledge and telesales expertise to meet sales objectives. And they expect agents to accomplish both goals while ensuring every transaction mitigates potential fraud and meets security and compliance regulations.
  • Employees desire their contact center managers to empower them to successfully achieve these goals while providing them the flexibility to maintain a work/life balance. Like many businesses today, banks struggle with employee retention, putting two fundamental goals — customer service and compliance — at risk.

Call centers must rise to these new expectations quickly without increasing staff. Thankfully, they can count on TCI’s local expertise and Mitel’s technology to help meet everyone’s expectations.

Providing Personalized Service via Self-Serve Channels

Mitel’s MiContact Center Business is an omnichannel customer experience management platform that gives financial institutions the tools to deliver personalized service on a customer’s preferred channel, be it phone, email, SMS, Web chat, chat/voice bot, social media, etc.

Mitel Virtual Agent – a Google Cloud Contact Center AI-powered tool that works with MiContact Center Business – provides an informal chat or voice bot to act as a virtual agent, delivering services, promoting new products, and providing personalized customer experiences – all without human intervention.

Banks can also leverage Mitel’s self-service Interactive Voice Response (IVR) system with their contact center with optional speech recognition that helps identify the customer’s intent, segment, authenticate, and route customers to the best agents to handle the request. Customers searching for simple information can find it by chatting with the virtual agent without speaking to live agents.

Integrating virtual assistants like PolyAI with Mitel’s MiContact Center Business personalizes the service, reduces call volumes, lowers call abandonment rates, and allows agents to dedicate their time to helping customers with more complex requests.

Empowering Call Center Agents with Up-to-Date Customer Intelligence

When you’re accountable for customer relationship management, context is everything. The better you understand a customer, the better you can meet their needs.

That’s why Mitel Contact Center and unified communications solutions integrate seamlessly with CRM solutions like Salesforce, Microsoft Dynamics 365, Zendesk, ServiceNow, Freshdesk, Oracle, and SAP. While speaking to customers, agents can access CRM intelligence to understand their history, preferences, and buying behaviors. In addition, Mitel integrations with solutions like Jack Henry and Bankerv provide agents with CRM intelligence via screen pops that include member details, contact history, and recommended responses.

These CRM and digital banking integrations drive improvements in agent productivity and contact center metrics in two ways:

  • Agents can resolve customer issues faster, improving service quality and metrics like first–contact resolution, call transfer rates, and net promoter scores.
  • Agents can upsell and cross-sell products more effectively, improving sales per hour and net sales metrics.

Mitel’s MiContact Center Business supports customer-based routing to empower agent success further. If specific agents are better suited to handling certain customers and issues, customer-based routing automatically routes a caller to the agent best equipped to serve them.

And by providing every agent with Mitel’s MiVoice Business and collaboration tools, they can efficiently bring additional expertise to resolve complex issues. Agents can quickly search for available experts and collaborate with them in real-time via phone, messaging, or video. And if they need to transfer the customer to that expert, they can do so with the click of a button.

Schedule time with TCI’s local experts to learn how Mitel Financial Services Solutions can help your contact center thrive in the digital age, improve your bottom line, and adhere to security, compliance, and fraud mitigation requirements. Contact us today: (703) 321-3030 or GetHelp@tcicomm.com.