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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.

 

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.

 

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.
 

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.
 

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.
 

Winning the Race – 3 Reasons You Can’t Let Your Communications System Fall Behind

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Like winning athletes, high-performance companies are always looking for new capabilities to help them beat the competition.

We’ve all watched high-performance athletes lose a race by mere fractions of a second. It’s heartbreaking because whatever the margin, it meant the difference between winning and losing.

The business world isn’t much different. Competition is extremely tight in almost every industry. It’s too easy to be left behind by competitors who are faster to market, work more efficiently, and do more to keep their customers happy.

Your business systems are crucial to increasing your competitive edge and winning the race, no matter what industries or markets you serve. Every system you rely on must reliably operate at peak performance levels — especially your business communications system.

You can’t afford to let your communications systems fall behind for many reasons, but here are three important ones.

1. Seamless Communications Accelerates Time to Market

It takes unconstrained teamwork across every area of your organization to get new offerings to market faster. Every member of every team needs the ability to quickly and easily connect, collaborate, and share information from anywhere, at any time.

If your communications system isn’t up-to-date, your teams can’t leverage the latest features and functions available in the web, mobile, and desktop applications they rely on to stay connected. Like high-performance athletes, your teams need every advantage they can get. No matter how seemingly small that advantage is, it makes a difference – especially if you multiply the effects across your organization.

Keeping your communications system up to date means your teams always have the most recent voice, messaging, video conferencing, screen sharing, and file sharing capabilities at their fingertips.

2. Lost Productivity is More Costly than You Think

A Grammarly Business survey of over 1,600 business leaders and knowledge workers found that 72% of the workweek is spent on communication and collaboration. When you add up the lost time, those inefficiencies cost more than $1.2 trillion, or $12,000 per employee annually.

But productivity losses aren’t only measured in dollars. Almost half of the survey respondents also said that inefficient communication and collaboration had created friction with co-workers and other departments. While those losses are more challenging to quantify, no business can afford them.

Communication technologies and systems that provide more features and functionality are crucial to making communications and collaboration more efficient. The capabilities that were cutting-edge just a short while ago are no longer at the forefront of what’s available.

3. A Great Customer Experience Depends on Great Communications

Customers’ communications with your organization are central to their experience, increasing revenue. The key is to ensure your customers have a great experience at every touchpoint across your organization. To do this, you need to look beyond your contact center technology and the service your contact center agents provide and take a holistic approach to the customer journey.

Every single person in a company plays a direct or indirect role in determining whether it provides consistently good or consistently bad human or digital interactions. Your business communications system plays a significant role in those human and digital interactions.

When evaluating the current state of your current communications system, think about how customers interact with your sales team and employees located at remote sites. Also consider how your internal teams connect and collaborate to deliver on customer requirements, especially when customized solutions are required, delivery dates change or supply chain issues slow down processes.

If your communications system doesn’t provide the capabilities needed to ensure customers have the best possible experience, they can become disillusioned. Worse, they may stop calling.

To maintain your edge to beat the competition, schedule your Business Communications planning session today. Contact TCI 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.
 

Safeguard Your Customers and Data with Advanced Unified Communications Security

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The bad guys will not stop… Cybersecurity challenges are never-ending.

This is a big concern in virtually every industry, especially those where most interactions have gone digital to meet customer preferences for self-serve and engagement through the channels they prefer – at the time they want.

While this is convenient for customers, it has created significant operational and cybersecurity challenges for contact centers. To provide excellent customer service experiences, contact centers must authenticate a customer’s identity, address questions and concerns, and process transactions quickly and efficiently.

Throughout the process, customers must feel like every interaction is secure, and companies must ensure they protect customer privacy during and after a call. With the proper unified communications (UC) tools, organizations can streamline and secure all contact center conversations to meet omnichannel service expectations before, during, and after a customer connects with a live agent.

Voice Authentication personalizes Service and Reduces Fraud

Large and small organizations are implementing digital transformation strategies designed to streamline contact center interactions. Since only some customers need the help of a contact center agent, these efforts are focused on automating processes with self-serve channels that lower costs. For example, chat and voice bots are being introduced to act as virtual agents, deliver services, promote new products, and provide personalized customer experiences — all without connecting the customer to an agent.

But regardless of which digital self-serve path is available, chances are that a caller will eventually want to go beyond simple questions to discuss a specific account. At that point, a live connection with an agent will be needed. When that happens, the agent must be assured of the caller’s identity before dealing with personal account information. While security questions were enough to protect the customer and the business in the past, today’s cybersecurity landscape is a lot more complicated. A disembodied voice on the other end of the line may not be who it claims to be.

Speech recognition systems can be integrated with existing UC platforms to add a layer of cybersecurity protection. These systems can identify the caller’s intent, authenticate the customer using voice biometrics, and then segment and route the call to the best agent to handle the request. With these digital workflows, companies can streamline the call management process and enable a more personalized interaction because the agent will spend less time authenticating the person on the other end of the call and more time dealing with the customer’s specific questions.

Integrated Voice Response and Recording Capabilities enable Advanced Cyber Protection

TCI offers contact center solutions that include an embedded, self-service Interactive Voice Response (IVR) system with an optional speech recognition feature that enables authentication before an agent is connected. With our customized UC platforms, businesses get a complete communications, collaboration, and customer experience solution designed to maintain the security of contact center interactions for any organization.

Organizations that want additional cyber protection for contact center calls can opt for Interaction Recording (IR) to record all calls and then search for, play, and interrogate call recordings for security and privacy regulation compliance. Advanced speech analytics capabilities built into the system enable companies to analyze recordings for potential fraud, categorize calls as “high risk,” and then suggest countermeasures that can be taken to avoid losses.

TCI’s advanced solutions can be applied to support both centralized contact center operations and decentralized organizations with multiple branch offices that manage customer calls.

Privacy Features that ensure Regulatory Compliance

Of course, in addition to maintaining a high level of cyber protection for all contact center interactions, companies must also comply with data protection regulations designed to protect the privacy of customer data. The changing and complex regulations surrounding data privacy and security compliance have created another challenge for both centralized and decentralized operations.

TCI offers solutions built to protect personal data captured during a call by contact center agents either on an agent’s screen or a voice recording. For example, information collected by workflows can be masked to protect personal data as it is being collected. To control access to stored data, information required by the system to perform certain functions (name, phone number, email address, and voice and multimedia transcripts) can be automatically deleted when no longer required to provide service. Plus, multi-level security privileges can be applied to limit access to all data based on user profiles.

Enable Great Customer Service while optimizing Cybersecurity

Ultimately, the cybersecurity protection that businesses build into their contact center processes should be seamless and efficient. Self-serve options should authenticate a customer’s identity before connecting to a live agent. Agents should be able to address customer questions and manage transactions quickly and efficiently without being bogged down by cybersecurity protocols. UC tools enable enterprises to achieve this level of protection without compromising omnichannel service objectives.

Learn how TCI can help your contact center thrive in the digital age, improve your bottom line, and adhere to security, compliance, and fraud mitigation requirements.

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