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Serving Financial Services Customers – Leverage the Latest Tools for Your Contact Center

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The latest AI innovations can provide tremendous improvements to your bank or credit union’s contact center.

AI enables a frictionless client and agent experience. Capture customer information, validate customer identity, and provide more assistance with Generative AI-powered virtual agents and Agent AI-assistants for your customers who need extra help finding the experts in your organization.

Agent Situation Analysis

  • Automatically Verify Client Identity – Whether your clients contact you via website, social or phone call, our Customer Experience (CX) solutions can identify your clients without the need of an agent, saving valuable time. Whether using multi-factor authentication, voice biometrics or traditional methods of logging into accounts, Mitel-powered CX technology protects you from unwanted fraudsters and hackers.
  • Capture Client Requests with AI – Once your client’s identity is verified, Generative AI-powered virtual agents guide the client through a quick assessment of their needs and provide them with answers to most of their financial questions so agents can spend more time with clients on more complex (and lucrative) requests.
  • Serve Clients Effortlessly – For more complicated financial requests, your clients may need to escalate their interaction to a live agent for resolution. With co-browsing capabilities, your agents can review the client’s desktop and guide them through next steps.

Improve Contact Center Agent Retention

Integration with Generative AI-powered virtual agents and agent assist platforms, voice biometrics providers, and CRM vendors empower your agents with the tools they need to deliver exceptional service to your clients, which increases job satisfaction.

  • Omnichannel Customer and Agent Experience – Enhance your customer journey and keep employees productive and engaged with MiContact Center Business – an enterprise-grade, omnichannel customer experience management platform.
  • Assist Agents with Artificial Intelligence (AI) – Help agents respond to client requests in real time with Generative AI powered virtual agents integrated into the agent desktop. Intuitive to use and simple to implement.
  • Reduce Agent Fatigue with AI-Powered Voice/Chat Bots – Empower your clients to self-serve with voice/chat bots from Generative AI powered virtual agents, PolyAI, interface.ai, and others integrated into Contact Center workflows. Reduce agent fatigue by letting the bot answer routine questions, allowing agents to spend more time on more valuable client interactions.

TCI’s local experts are ready to help you leverage the latest technology and design an AI-enabled contact center solution for your financial institution.

Contact us at (703) 321-3030 or GetHelp@tcicomm.com.

 

Creating a Customer-First Culture for Banks & Credit Unions in the DC Region

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In today’s competitive financial landscape, fostering an excellent customer experience is paramount for banks and credit unions in the DC region.

Beyond client interactions, successful financial services firms are focused on providing new tools that enable their businesses to thrive.

By equipping your staff with secure, compliant communications systems, implemented by TCI, you can confidently deliver the enhanced services your customers expect.

Investing in Customer Experience (CX) pays dividends, but it requires addressing several behind-the-scenes challenges.

  • Inconsistent service levels
  • Outdated security measures
  • Siloed staff
  • Limited communication channels

TCI, your local technology expert, can help you overcome these obstacles and develop the customer-first culture your institution needs to excel.

Why Choose TCI?

For over 40 years, TCI has been empowering banks and credit unions in the DC region to connect, collaborate, and exceed customer expectations. Our deep understanding of the local financial services sector allows us to bring valuable insights to your organization, maximizing your technology investment, and unlocking your full potential.

TCI’s Financial Service Solutions help you stay ahead of the competition.

  • Improve customer interactions across all channels, from in-branch to mobile apps
  • Ensure regulatory compliance and strengthen security measures
  • Automate tasks for improved operations
  • Enable employees to be more responsive and efficient with customer-based routing for personalized service
  • CRM screen pops for efficient agent empowerment
  • Suggest responses for faster, more consistent customer service

As the financial sector continues to evolve, TCI helps you adopt new capabilities.

  • Implement advanced digital banking solutions
  • Leverage fintech applications for improved services and climate finance initiatives
  • Enhance your digital infrastructure with cutting-edge technologies

Don’t let outdated technology hold your institution back.

Partner with TCI to revolutionize your customer experience and drive growth in the competitive DC financial market.

Contact TCI today at (703) 321-3030 or GetHelp@tcicomm.com.

 

Take Your CU to the Next Level and Amaze Your Members with the Latest Communication Solutions

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TCI and Mitel customize Financial Services solutions that deliver amazing digital experiences for both your valued members and your staff…

Check out how this can work for your CU – Video 2:50 minutes

Local Credit Unions Trust TCI

Regardless of where your employees work (branch, head office, contact center, home) and which department they work in (Accounts, Loans, Investments, Cards, Mobile/Online, Services), TCI has the desk phones, mobile devices, voice/messaging/video apps, contact center solutions, compliance recording tools, and emergency notification applications they need to be effective, productive, and engaged.

Elevate Customer Satisfaction to New Heights

Our suite of customer experience management and workforce optimization solutions can provide your clients with automated self-service as well as personalized, human-assisted services that increase Customer Satisfaction scores by removing friction from the customer experience.

Digital Transformation on Your Terms

  • Retain and Attract Members – TCI’s omnichannel CX solutions improve First-Contact Resolution (FCR), Customer Satisfaction (CSAT), and Net Promoter Scores (NPS) by improving the digital experience. Members can interact with you on their preferred channel (phone, email, SMS, Web chat, Virtual Assistant, social media, etc.) in both self-service and human-assisted service modes.
  • Increase Profitability – Steer routine customer interactions to low-cost, AI-powered, self-service virtual assistants and allow human agents to deliver more personalized client care. Reduce operating costs and improve margins with flexible deployment and payment options from TCI that allow you to choose the most cost-effective UC service option for your credit union.
  • Integration – Regardless of where you are on your digital transformation journey, TCI and Mitel’s Financial Services Solutions’ open APIs allow you to integrate seamlessly with your FinTech partners through an extensive Developer Program for custom applications and integrations. You can improve identity management with speech biometrics, mitigate fraud risk with speech analytics, and more.

Flexible, Reliable, and Easy to Use

  • Phone Systems – Take advantage of an exceptionally feature-rich unified communications platform that can be deployed on-premises, in the private/public cloud, or in a hybrid model with desk phones and soft phone options for employees working in the main office, branches, contact center, or remotely from home.
  • Contact Centers – Get everything you need to operate a world-class customer experience center including built-in workflow designer, speech IVR, AI-powered voice/chatbots and agent assist, historical reporting, and real-time dashboards.
  • Workforce Optimization – Empower your employees with interaction recording, quality management, coaching and learning, speech analytics, and workforce management solutions that are proven to increase both the efficiency of your organization and the quality of your customer experience.

Our team of experts is ready to help you design, deploy and support a customized solution that’s right for your credit union. Contact us today: (703) 321-3030 or info@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.
 

How DC Region Banks and CUs Improve Customer Experience with TCI & Mitel Technology

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Customer Experience that Your Bank or CU Can be Proud of

Creating a customer-first culture is about more than just client interactions. You need to provide tools that allow every part of your business to flourish. With happy, effective staff using secure, efficient communications, your organization can deliver the enhanced services your customers expect.

It pays to invest in Customer Experience (CX), but there’s a lot that needs to be addressed behind the scenes. Inconsistent service levels, outdated security, siloed staff, and narrow channels of communication are just some of the issues that get in the way of delivering exceptional customer service.

With local TCI experts and Mitel technology, you can develop the customer-first culture your business needs to thrive. Our suite of Financial Service Solutions help:

  • Improve customer interactions, whether in a branch or on a mobile app
  • Fulfill regulatory compliance
  • Strengthen security
  • Automate tasks to enhance operations
  • Enable employees or branch workers to be more responsive

For over 40+ years, TCI has empowered thousands of organizations to connect, collaborate and exceed customer expectations. Experience is why we partner with Mitel – a 50+ year global technology leader.

  • Mitel onboards 2 million+ New UC users per year
  • Mitel is #1 in Seven Core Industry Markets
  • Mitel operates in 100+ countries

Together, we deliver results.

TCI brings practical expertise, having served local financial services firms for decades. We’ll bring that in-depth knowledge to your organization – adding value to your UC investment and helping unleash your organization’s full potential.

Real Solutions… Real Impacts

  • Reliable Mitel telephony for 99.99% uptime
  • Customer-based routing for more personalized service
  • screen pops for efficient agent empowerment
  • Suggested responses for faster, more consistent customer service

Customized industry solutions are why so many local banks and credit unions connect their institutions with Mitel Financial Services Solutions – designed, deployed, and supported by TCI.

Let’s talk about improving your Customer Experience. Contact TCI today at (703) 321-3030 or GetHelp@tcicomm.com.
 

Attn. DC Region Financial Services Firms: Check Out the 2023 eGuide to Improve Client Experience and Grow with UC

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TCI Serves Leading Banks and Credit Unions Across the DC Region

Financial organizations must innovate to compete, which is why you need to plan ahead – and stay ahead – of emerging technology trends.

Today’s unified communications technology can help your bank or credit union stay on top of customer demand, achieve compliance objectives, and help differentiate your organization in the marketplace.

In this guide, we provide valuable insights into successful Customer Experience and Unified Communications strategies that will enable you to deliver greater connection, personalization, and convenience.

Learn about…

  • Transformational UC and Setting Up for Success
  • Analyzing Insights to Keep Pace with Customer Demands
  • Connection is the key to Successful CX and EX
  • Applying UC to Financial Services: The Benefits to Users and Customers
  • Omnichannel Communications: Faster Decisions and Better CX
  • Back-Office Processes That Deliver Front-End Service
  • 2023 and Beyond: The Future of UC in Finance
  • Protect Your Future with the Right UC Investment

eGuide: Powering the Digital Journey with Mitel Financial Services Solutions

Let’s talk about new ways to serve your customers and compete in a rapidly changing marketplace. Contact TCI at (703) 321-3030 or GetHelp@tcicomm.com.