Posts

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

/0 Comments/in /by

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

/0 Comments/in /by

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.

 

Get to Know Mitel’s Expanding List of Hybrid UC Integrations – 2025 Tech Partner Highlights

/0 Comments/in /by

At TCI, we’re focused on delivering hybrid UC solutions to improve the efficiency of frontline workers – and meet the unique needs of your industry.

With more than 200 vertical application partners within Mitel’s Network Technology partners program – and growing – we are constantly finding new use cases to serve the DC region. We’re excited to introduce these new vendors we can integrate into your Mitel solutions in 2025.

A Deepening Portfolio of Healthcare and Elderly Care Integrations

  • Caretronic – Caretronic is dedicated to ensuring that patients and healthcare professionals experience seamless support. Their mission is to alleviate the administrative burden on nursing staff, allowing them to focus entirely on delivering exceptional care and treatment. The Caretronic Nurse Call system combines advanced nurse call functionality with integrated healthcare management and nursing documentation, creating a unified solution.
  • Tetronik – Tetronik offers solutions for various alarm, information, and communication management tasks to automate, simplify, and secure critical and everyday communication processes in healthcare and other critical infrastructure verticals.
  • ComAlert – ComAlert develops and manufactures life safety mass notification systems for many different industries. When every second counts, there is no room for technology failure. If you’re looking for paging and intercom systems for skilled nursing facilities, schools, or correctional facilities yet flexible enough to be adaptive for custom applications, we have solutions.

Second-to-none Hospitality Integrations

  • Prologic First – Prologic First designs smart solutions for the hospitality industry. From designing one of the first-ever integrated software solutions for hotels and restaurants to introducing cloud-based solutions, Prologic First has always pushed the envelope and kept its customers ahead. Prologic First’s hotel front desk software consolidates all hotel front desk functions into a single workplace to enhance the ability of your reception and guest services staff to deliver optimum service. Additional tools and easy access to data make navigation smoother and enable users to accomplish more with less effort.
  • Foratable by Lunchgate – Lunchgate’s hospitality and restaurant management system, “Foratable,” automates repetitive tasks along the entire customer journey while simultaneously personalizing your offer according to the needs of restaurant guests. This solution lets restaurant owners focus staff on great dining experiences rather than administrative and booking workflows.

Improving Customer Experiences in Financial Services

  • Universal Speech Solutions – Understanding who is calling is fundamental to any financial services organization. UniSpeech provides highly efficient, reliable, and standards-based speech recognition solutions tailored to customers’ needs. Transparency and strict completion timelines are also keys to a successful business engagement. Keep track of the latest changes in speech technology and leverage extensive knowledge of related standards and available toolkits to enable your customer experience staff to shorten the time to business-generating customer interactions.

General Applications with Broad Appeal

  • Xarios – Dimensions Technology – Dimensions by Xarios produces insights that matter for your business. It is a powerful cloud-based call analytics platform for contact centers and office deployments. It allows you to monitor customer experience and manage staff using in-depth call data and fully customizable real-time wallboards.
  • RF Track – RF Track imagines and manufactures ultra-low powered connected sensors and objects for your applications. Leverage RF Track with Mitel unified communications when considering your IoT strategies.
  • DinStar – Dinstar provides VoIP Gateways, translating TDM Telephony traffic into a Digital IP packet stream. They also provide GSM/WCDMA/LTE VoIP Gateway, Sim Bank, and Sim Cloud for SMS solutions for simple or complex applications at an optimized cost.
  • Ideatec no-code API and Integration (iPaaS) – Ideatec provides no-code iPaaS integration and workflow automation for workflow building and system integration. Customers can easily generate APIs and integrations for various systems and workflows with an intuitive drag-and-drop UI. Ideatec’s hybrid software ensures seamless adoption across all IT environments, including cloud and on-premises.
  • Axinite – Axinite’s analytics and phone management systems bring depth of data to your unified communications operations solution. Axinite provides comprehensive tools to manage telephony activity, including intelligent logs for incoming and outgoing calls, dashboards inclusive of a statistics set that can be customized on request, displayed via the graphical web interface, and an alarm module to detect security intrusions and phone hacking activity.

Driving Efficiency with Vertical and Frontline Worker-Centric Solutions

We’ll keep you informed as the depth and breadth of integrations continue to expand. TCI has been supporting the DC region for 40+ years. We design, deploy, and support the UC technologies that bring industry and customers together.

Connect with TCI’s local team of Hybrid UC experts at (703) 321-3030 or GetHelp@tcicomm.com.

6 Tips to Improve Your Bank’s Online and Omnichannel Customer Experience

/0 Comments/in /by

While the new financial experience may involve fewer person-to-person interactions, clients still expect high levels of personalization.

Financial services Customer Experience (CX) encompasses every customer interaction with an institution on every platform. While this used to primarily happen over a teller counter, the new omnichannel CX includes apps, embedded finance, online systems, digital communications, and contact centers – any way users access their services. The better a customer’s experience at every touchpoint, the more likely they are to trust that company with their finances.

From their initial deposit to their many investment milestones, here are six tips for creating a better experience that your customers will know they can bank on.

1. Build Trust with Digital-first Customers – Digital money management can be daunting for new customers, especially if they are unfamiliar with your brand. Earning client trust can be challenging, but there are ways to make them feel more comfortable using your products. Center your company’s mission and values with consistent messaging and back it up with your services. Clients are concerned about the security of their transactions, so be transparent with your compliance and data privacy policies.

2. Prioritize Self-Service – Currently, most transactions originate digitally, with customers accessing self-service portals or making payments through embedded financial technology. Online transactions like trades or transfers are automated and fast. They generally require little intervention from human agents, making them efficient for the client and cost-effective for the financial institution.

3. Add a Human Touch – In an era where customer interactions are limited, each point of human-to-human contact is valuable. When self-service and AI can’t solve an issue, it’s up to the human agent to step in and provide exceptional customer service. Empower agents with up-to-date information about the client’s history to easily step into the conversation for personalized, empathetic support.

4. Create Connections Between Customers and Employees – Clients will feel more comfortable knowing their money is in the hands of knowledgeable, dependable financial employees, so make sure the transition between self-service and live agent assistance is seamless. Ensuring contact center agents are always available via phone or chat and equipped with top-of-the-line communications solutions leads to faster resolution rates and happier customers. UC solutions like AI-assisted agent support for dynamic real-time responses and work-from-anywhere technology will empower your people to respond professionally and customers will feel confident in their care.

5. Optimize Your Workforce – Human capital is the most valuable – and one of the most expensive – elements of running an organization. Finding the right balance of automated solutions and human expertise can help manage budgetary concerns while improving employee and customer satisfaction. Automated workforce management technology uses analytics to track times of peak demand, creating strategic schedules for flexible, efficient contact center staffing.

6. Collect Valuable Feedback – Today’s digital-first customers quickly tap a thumbs-up or thumbs-down icon, but gathering meaningful feedback is essential in providing high-quality financial experiences. Whether it’s a satisfaction survey at the end of a call or a net promoter score after an online chat, give customers a chance to share their thoughts. Their insight can identify pain points and lead to CX improvements you hadn’t considered.

Improve Your Financial Services CX with TCI

The pivot to online financial services is an opportunity for traditional banks, credit unions, and other institutions to provide new levels of exceptional customer experiences. 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

/0 Comments/in /by

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.