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Time for Spring Cleaning… 5 Tips to Reenergize and Remake Your Communications Tools

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Have you considered “spring cleaning” your communications tools? The average employee uses 17 different cloud applications, 3 content-sharing services, and 3 collaboration tools. Besides being exhausting, that’s a sure recipe for confusion, data loss, and general frustration as your teams try to communicate with each other.

Whether you’re responsible for your organization’s communications software or someone who wants to simplify their life, use this time of year to clean up and clean out.

It might be a good time to consider a single, unified communications solution. In this collaborative workspace, team members can share tasks and documents, schedule calls, chat, and conduct audio and video conferences at the push of a button.

Are your current systems providing the productivity and customer experience you need? If not, consider these 5 pointers for reenergizing and remaking your approach to collaboration and communications.

1. Identify the Purpose and Value of Each Communications Tool

First, ask yourself and your team about what’s needed from your communication systems. What’s most valuable to your business goals, and what technology best supports them? Put another way, you want to determine your software’s purpose. Start by identifying what frustrates people, where necessities fall through the cracks, or how customers could be better served. Then, apply your ideas to evaluate your current tools.

A few questions to get you started:

  • Does the technology help or hinder productivity?
  • Do your communication tools keep your team’s conversations seamless regardless of the device –smartphone, desktop, or laptop?
  • Do they create a common space where team members can easily communicate, share documents, and set up meetings?
  • Can employees respond quickly and efficiently to customers?

2. Analyze the Costs vs. Benefits of Your Communication Software

Ultimately, the goal of any communication system is to aid productivity and bring value to the business. The problem is that technology can be alluring, especially when it’s the newest thing. You must ask yourself: Is the time spent using that latest app achieving the desired outcomes?

We tend to focus just on benefits with a ‘maximalist mindset.’ It’s easy to only look at the benefits, and then you get very worried about missing out… The minimalist mindset looks at the costs just as much as the benefits.

Spend more time assessing the costs of your existing communications tools, from time wasted swapping between business apps to the monthly expenses of separate collaboration tools. If you’re not getting the best bang for your buck, use this opportunity to find more cost-effective, all-in-one communication tools.

3. Reduce Distraction and Optimize Attention Capital

Digital minimalism encourages you to step back from the whirl of digital life, identify what’s most important to you, and then add back the technology that will support your priorities. In business, that means finding solutions to increase productivity by automating simple tasks like setting up meetings and improving workflows.

What’s at stake is the ability to focus and get things done. Without that, you risk zapping your team’s energy and preventing your employees from tackling the most critical tasks first.

How do you turn down the digital noise and optimize work time? Start by automating and controlling who can reach you and when. Need some time to tackle a major project? Use presence technology to tell your coworkers you’re unavailable or only available via a specific channel, like text.

4. Focus on the Customer Experience

Remember that the glitziest technology isn’t worth its bytes if it doesn’t serve the customer. The most competitive businesses are making the customer experience their differentiating factor. As you’re evaluating your communications tools, it’s essential to consider how your communication software impacts your customers’ experience with your business.

Does your current solution enable seamless communications both internally and externally? Does it easily integrate with other essential systems, like CRMs? Can your contact center agents quickly access the information and internal resources they need when they need it? The answers to these questions directly impact your responsiveness to the customer.

5. Make It Convenient to Work Anywhere

Today, more team members work hybrid or remotely – on the road, from a home office, or in the field. Use this opportunity to reach out to your remote workers and find out what headaches they’re experiencing.

Do your collaboration tools enable them to efficiently communicate and respond quickly to customers? Can they access information and people efficiently from their smartphones? Look for a communication solution that allows your staff to access everything they need via a web portal.

Need Help with Your Spring Cleaning?

Now is a perfect time to assess what you have and take a fresh look at your communication services and software with TCI. Our team will ensure you’re getting the best bang for your buck. Contact us at (703) 321-3030 or GetHelp@tcicomm.com.

 

Transform Your Communications Service into a Strategic Asset with AI

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Communication systems powered by AI can revolutionize how businesses interact with customers and manage internal operations. Here’s how traditional phone systems compare with new AI-enabled solutions and how TCI can help you adopt powerful new tools in your organization.

Challenges of Basic Communication Systems

Legacy communication systems often fall short in delivering actionable insights and efficiency, leading to these common issues:

  • Data Silos – Without centralized access, extracting critical data from IT, HR, or customer interactions is cumbersome and limits strategic analysis.
  • Manual Processes – Reliance on human data entry increases errors, delays, and inefficiencies and impacts productivity.
  • Limited Visibility – Lack of real-time tracking of call handling and agent performance can hinder coaching and training.
  • Scalability Issues – As businesses grow, informal support systems become overwhelmed and create bottlenecks and inefficiencies.

How AI Transforms Communication Systems

AI-powered solutions turn communication platforms into dynamic tools for data capture, analysis, and action. Here are the key benefits:

  • Automated Data Capture – AI transcribes and analyzes calls automatically and provides a complete view of trends and interactions.
  • Real-Time Insights – Analytics reveal trends in customer satisfaction and team performance to support informed decisions.
  • Operational Efficiency – Automation streamlines workflows, reducing response times and optimizing resource allocation.
  • Enhanced Customer Experience – Personalized interactions and proactive solutions improve satisfaction and loyalty.
  • Scalable Infrastructure – AI solutions grow with your business while ensuring security and compliance with regulations.

Checklist for Investing in AI-Driven Call Intelligence

When selecting an AI communication platform, consider these essential factors:

  • Integration: Ensure compatibility with existing tools like CRM or ERP for seamless workflows.
  • Data Security: Prioritize robust security measures to protect sensitive information and maintain compliance.
  • Scalability: Choose a solution that adapts to growing demands without compromising performance.
  • ROI Metrics: Define clear success metrics (e.g., cost savings or customer satisfaction) to measure impact.
  • Change Management: Develop a training plan to ensure smooth adoption by employees.
  • Unified Platform: Opt for centralized solutions offering advanced routing, analytics, and reporting features.
  • AI Capabilities: Leverage AI for automation and personalized interactions across channels.
  • Omnichannel Support: Ensure consistent communication across voice, chat, email, and social media platforms.

Ready to Elevate Your Communication Strategy?

Discover how TCI’s integrated communications and AI-powered solutions can transform your business operations and customer experience. 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.

 

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.

 

Making Hybrid Work Successful with the Latest UC Capabilities

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A recent survey shows that nearly 7 in 10 workers prefer the option of a hybrid work model, meaning companies that are laser-focused on the Return-To-Work movement without flexibility are losing out on top talent. Navigating this shifting work dynamic can be challenging, but today’s workplaces must evolve to meet the demands of the modern workforce.

An organization’s UC technology can play an important role in this evolution. Modern UC solutions go well beyond voice telephony and, by incorporating omnichannel communication and emerging technologies like AI, are smart investments that allow employers and employees to stay ahead of the curve. When implemented wisely, they can streamline day-to-day operations and make the hybrid work model seamless without compromising the experience and effectiveness of employees.

4 Challenges in Migrating to a Hybrid Work Model

1.   One of the biggest challenges organizations often face when embracing hybrid work is finding the proper way to ensure navigation across a mix of collaboration apps and tools. This has usually meant looking at public cloud deployments. However, that isn’t the only option and, in many cases, may not be the best approach.

2.   Market research by Frost & Sullivan shows that by 2027, more than three-quarters of organizations will be operating hybrid (a blend of cloud and premises-based) telephony environments. That can mean collaboration and conferencing in the public cloud, telephony, and vertical solutions on-premises or in hosted or private clouds. While not all workloads can be migrated to the cloud, TCI can help you find a customized mix that will work for your specific needs to ensure seamless interoperability between specific tools, simplifying daily work for your employees.

3.   Another challenge for the hybrid working model is that remote workers often feel disconnected in these environments. Business leaders can leverage technology to bring remote and in-person teams closer together. The right communication solutions can provide a consistent experience that serves your entire workforce.

4.   You’ll also need to look closer at how your teams handle the security of business data and define processes for protecting communication privacy for individuals. Compliance can be a concern in regulated industries like finance, government and healthcare, so you’ll want to ensure your tools comply with applicable regulations. TCI offers a range of compliant solutions.

Tech Solutions: 5G, AI, Communication Tools

Get up to speed on new technologies that can impact hybrid work and the ability to work from anywhere. To retain top talent, get familiar with the advantages of technologies like 5G, AI, and new communication tools to make hybrid work successful in your organization.

  • 5G offers enhanced mobility at faster speeds with low latency. This, coupled with support for IoT devices such as a paramedic’s radio, location sensors on hospital equipment and patient monitoring devices, make it an excellent investment for those looking to explore the hybrid world.
  • Of course, AI is already being embraced across industries as it streamlines and automates routine processes and helps workers communicate. Natural Language Processing (NLP), a machine learning technology, can help with meeting transcription, translation, and summarization to streamline the development of post-meeting materials such as action items and meeting minutes. NLP can also improve video conferencing, document sharing, and more.
  • Different communication tools such as team workspaces, collaboration platforms, desktop sharing, specialized vertical devices, and instant messages help keep distributed teams connected. Look for communications technology that offers a single experience across multiple devices, so it is easy for employees to switch between work environments without any hassle.

Creating a Seamless Transition

With the continued normalization of hybrid work, there will be a growing emphasis on the interoperability of UC systems. It will be crucial for all workers to have access to technology that works in tandem with their in-office tools so they can work anytime, anywhere. This is especially true for verticals like healthcare and hospitality. For example, bedside infotainment terminals in hospitals can allow patients to communicate directly with nurses and doctors, even if they are off-site. AI virtual assistants can help during and after a call to recap decisions, follow up on action items, and summarize results.

Other critical capabilities for hybrid workers involve equalizing the remote user experience in meetings with the team in an office conference space. This can be achieved by bringing immersive experience capabilities to conference calls, including augmented reality and AI-supported meeting moderation, to increase meeting effectiveness and remote user engagement.

The Power of Next-Gen UC Solutions

In today’s hybrid work environment, having the right UC solutions makes all the difference. With features that offer integration with other technologies like office suites, project management, and CRM (Customer Relationship Management) platforms, modern UC solutions aided by AI and immersive experience tech are set to revolutionize how we work.

By investing in such solutions, you can catalyze more efficient work and foster seamless connections between employees and employers, ultimately reducing stress and boosting productivity and engagement.

Contact your local TCI team today to learn how to engage and empower your hybrid workforce with today’s UC technology: (703) 321-3030 or info@tcicomm.com.

 

TCI Host Cloud Voice Connects Your Mobile Workers and Makes Managing Technology Easier

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In today’s remote working world, it is essential for your team to be connected seamlessly no matter what device they are using. If you are exploring ways to improve how your team communicates, TCI’s Host provides a locally supported, customized service with all-in-one collaboration and mobility tools, so your business won’t miss a beat.

Here are all the ways TCI Host helps you keep your employees connected – wherever they are – and how it makes your job easier…

1. Never Lose Your Place with One Stop for Communication.

How much time do you waste by losing the thread of a conversation? TCI Host makes all your communications available from a single hub on your desktop. It’s always there but never in the way. Keep an eye on every call and message and never lose sight of important details.

2. Work from Anywhere, Together.

Gone are the days when teams worked in close proximity and shared a simple project document. In paper, no less. Nowadays, though, team members can be anywhere – at home, on the road, in another country. To stay connected, multi-party videoconferencing, desktop sharing and audio conferencing are key. Everyone on the team can collaborate in real-time.

3. Take the Conversation Smoothly from Text to Voice with Ad-Hoc Meetings.

Big deal on the table? Need fast thinking and even faster decision making? TCI Host helps you connect with the one person who has the information you need to close the deal – at the precise moment you need their help. With one click, start a meeting and keep the conversation going.

4. Respond to Important Messages Faster with Visual Voicemail.

Nothing ushers in a greater sense of urgency – and stress – than checking your voicemail after a long morning of meetings. With our Outlook voicemail integration, messages are sent to email so you can scan and prioritize who to call back first.

5. Get to The Right Person at the Right Time.

The flexibility to work anywhere is a benefit – except when an answer is needed fast. With presence, employees make their whereabouts known to everyone in the organization. So, when a customer calls asking a question only a subject matter expert can answer, everyone knows where and how to reach them.

6. Be as Productive on the Road as in the Office.

Working outside the office is often frustrating because employees don’t have access to the tools they have in the office. But TCI Host transforms this experience. With its mobile app, employees take the office everywhere and get the same experience on the road as they do at their desks. Whether in the office or on the road, they can join a meeting with a single click, without the need to enter those cumbersome participant codes. It’s that easy.

7. Live in Your CRM…

Which does your sales team love more? Their phone or their CRM? Please, don’t make them choose! When you integrate your phones with your CRM application, salespeople never have to switch between the two. They stay in the CRM to make and receive phone calls. Plus, it saves them from the dreaded task of data entry. Just by answering their phone, items are automatically added to their to-do lists.

8. …Or in Outlook or G Suite.

Sales teams shouldn’t be the only ones who have all the fun. TCI Host also integrates seamlessly with Microsoft Outlook and G Suite, easing the adoption of your new phone system throughout your business.

9. Do More, Spend Less.

Here’s one last thing you might not know, and it may be the best part… You can have a seamless and reliable communications and collaboration tool without breaking the bank. TCI Host offers everything as an affordable monthly subscription.

Our project team handles all the transition details to get it all going for you! Contact TCI today at (703) 321-3030 or info@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.
 

7 Ways TCI Host Cloud Voice Makes Your Life Easier

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In today’s remote working world, it is essential for your team to be connected seamlessly no matter what device they are using. If you are exploring ways to improve how your team communicates, TCI Host provides a locally supported, customized service with all-in-one collaboration and mobility tools, so your business won’t miss a beat.

Here are 7 ways TCI Host helps you keep your employees connected – wherever they are – and how it makes your job easier…

1. Never Lose Your Place with One Stop for Communication.

How much time do you waste by losing the thread of a conversation? TCI Host makes all your communications available from a single hub on your desktop. It’s always there but never in the way. Keep an eye on every call and message and never lose sight of important details.

2. Work from Anywhere, together.

Gone are the days when teams worked in close proximity and shared a simple project document. In paper, no less. Nowadays team members can be anywhere – at home, on the road, in another country. To stay connected, video meetings and desktop sharing are essential. Everyone on your team can collaborate in real-time.

3. Take the Conversation Smoothly from Text to Voice with Ad-Hoc Meetings.

Big deal on the table? Need fast thinking and even faster decision-making? TCI Host helps you connect with the one person who has the information you need to close the deal – at the precise moment you need their help. With one click, start a meeting and keep the conversation going.

4. Get to The Right Person at the Right Time.

The flexibility to work anywhere is a benefit – except when an answer is needed fast. With presence, employees make their whereabouts known to everyone in the organization. So, when a customer calls in asking a question only a subject matter expert can answer, everyone knows where and how to reach them.

5. Be as Productive on the Road as in the Office.

Working outside the office is often frustrating because employees don’t have access to the tools they have in the office. But TCI Host transforms this experience. With its mobile app, employees take the office everywhere and get the same experience on the road as they do at their desks. Whether in the office or on the road, they can join a meeting with a single click, without the need to enter those cumbersome participant codes. It’s that easy.

6. Live in Your CRM…

Which does your sales team love more? Their phone or their CRM? Please, don’t make them choose! When you integrate your phones with your CRM application, salespeople never have to switch between the two. They stay in the CRM to make and receive phone calls. Plus, it saves them from the dreaded task of data entry. Just by answering their phone, items are automatically added to their to-do lists.

7. …Or in Microsoft Outlook, Teams, or Google Workspace.

Sales teams shouldn’t be the only ones who have all the fun. TCI Host also integrates seamlessly with Microsoft and Google apps, easing the adoption of your new phone system throughout your business.

Our project team handles all the transition details to get it all going for you. Contact TCI today at (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.
 

Managing Field Service Techs? Learn How TCI’s Collaboration Solutions & Tools Improve Field Operations

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With embedded communications technology, you can eliminate delays, manage operations more efficiently, and generate improved customer satisfaction and greater profitability for your business.

  • Have you looked at your field service applications lately?
  • Are your field techs getting tired of jumping back and forth between mobile apps, dialers, text windows, video players, and more to get their job done?

There’s a more efficient way to stay connected and run communications seamlessly with TCI’s Mitel-powered solutions.

Field service companies juggle a lot of moving parts – including scheduled and emergency customer calls, tracking technician status and availability, and being able to resolve a customer’s problem on the first visit.

When it comes to running a smooth and efficient field services operation, a unified communications solution with built-in collaboration tools is the only way to keep a mobile and disparate team connected, informed, and prepared.

Here’s how UC tools get the job done…

  • A mobile app for truck fleets with turn-by-turn directions keeps technicians connected, on schedule, and productive. It provides access to everything they need to complete a call without having to navigate between systems. Service calls are shorter, reducing the overall cost per call.
  • SMS notifications keep the customer up to date on the technician’s estimated arrival time, along with their name and job number.
  • CRM integration provides technicians with access to customer information, including the last service date, equipment on site, the current problem, and even possible solutions. A qualified technician arrives at the customer site with the right parts on the truck.
  • Video conferencing enables real-time communications between technicians and subject matter experts. Techs receive assistance in the field if questions arise about how to resolve a difficult issue.
  • Automatic rescheduling empowers customers and gives your service reps more time to spend on complicated issues.
  • All data for a service call is stored within the system, including video communications and the customer’s signature, so the job can be closed out at the time of service.

Field services companies that implement these collaboration tools not only see greater workflow efficiencies, they generate more revenue and improve their bottom lines.

Ready to transform your field services operation? TCI can help… Contact us today at (703) 321-3030 or GetHelp@tcicomm.com.