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Get to know ‘CloudLink’… Mitel’s On-Ramp to an IoT and Cloud Future

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We want you to be ready when Mitel’s innovative ‘CloudLink’ comes online, so as news breaks look for more updates from us. ‘CloudLink’ will be a focal point of Mitel’s product roadmap moving into 2018, and we like what we’re hearing.

At a high level, the CloudLink vision is to provide:

  • A bridge to enable any Mitel call control platform to interface with cloud-based applications
  • Access to vertically-focused micro applications
  • An aggregation point for IoT sensors that can trigger communications actions or responses
  • APIs for third-party developers for use in creating applications
  • A zero-code application development environment that non-programmers can use to create apps
  • An integration point for third-party cloud apps like Salesforce, Zapier, and If-This-Then-That using call control signaling and notification in the workflow

CloudLink’s architecture has two elements: a CloudLink gateway device connected to the Mitel Next platform running in Amazon’s cloud (AWS). The gateway can be deployed either on-premises or in the cloud. CloudLink enables signaling protocols from a mix of PBXs – different makes and models – to be normalized so there is only one common signaling and messaging protocol between the gateway and the Mitel Next Platform.

Mitel CloudLink architecture showing integration with on-premises and cloud-based call control

What’s in it for me?

CloudLink will enable an instant on-ramp to cloud-based app consumption. You won’t be limited to using Mitel-created apps. With CloudLink, you’ll be able to build your own apps, communications-enabled processes, and IoT-enabled processes.

Interested in CloudLink? Let’s start talking about your technology roadmap for next year. Contact us today at (703) 321-3030 or info@tcicomm.com.

New Mitel Speakerphone: MiVoice S720 brings Bluetooth Simplicity & HD Audio to Your Meetings and Conference Calls

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A perfect solution for office side-table and small meeting room conferencing, the MiVoice S720 can instantly transform any space into a conference room. Thanks to its 360° microphone pickup and omni-directional HD Voice audio all attendees can hear and be heard.

Mitel adds flexibility and performance to Conference Call gatherings…

  • Bluetooth connectivity enables you to connect in seconds to your MiVoice 6900 IP series phones.
  • Never run out of battery and talk all day with up to 15 hours of talk time. Battery powered with USB charging.
  • While hands-free, participants can take notes, share files and continue to work during calls.
  • Play music from a mobile phone with auto stop when an incoming call goes to the desk phone.
  • Functionally integrated with desk phone: volume / mute sync, pulling call to / from conference phone.

Portable design for the road warrior

Featuring a lightweight design, the S720 comes with a protective travel pouch so users can take the speakerphone on the road with them and leverage the Mitel MiCollab Softphone for hotel room or other on-the-go conference calls.

Make your meetings easier. Contact us today at (703) 321-3030 or info@tcicomm.com.

A Fresh Look at Skills-Based Routing in your Contact Center to Improve the Customer Experience

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The concept of skills-based routing has been around for as long as there have been call centers – connecting in-bound callers directly to the subject matter experts that can get the job done right on the first call.

New considerations driven by Digital Transformation

Historically, when businesses thought about skills-based routing in their call centers, they typically would organize their groups, and their skills, based on the line of business that the agent would be answering for, or the product line that the agent had expertise to handle. But, in fact, there’s a wide variety of skills that also need to be considered, such as:

  • Business skills like ordering, fulfillment, support and services
  • Industry skills like specialized training or certifications
  • Language skills
  • Passive soft skills
  • Authority for escalations

The Essential Role of Text, Email & Social Media in your Contact Center

In addition to connecting customers to the right people, you’ll want to enable your team to interact with customers over their preferred media. You can exploit new digital communication technologies to improve the customer experience by adding email and web chat interactions, as well as SMS and social media messaging. Of course, all of this adds layers of complexity as you begin enabling new tools and programming routing workflows.

Let TCI simplify the process

Our experts can show you how holistic skills-based routing – enhanced with the latest digital communication technologies – can empower your call center to serve your customers better than ever. Contact us today at (703) 321-3030 or info@tcicomm.com.

 

Mitel’s Deal to Acquire ShoreTel – on the Heels of Toshiba Purchase – Creates UC Powerhouse

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Following its July 5th purchase of Toshiba Telecom, Mitel entered into a merger agreement with ShoreTel. This is big news for Mitel and its partners. As digital transformation accelerates customer demand for cloud-based solutions, Mitel is now positioned as the #2 global player in the UC market.

The acquisitions have also expanded Mitel’s leading portfolio of premises solutions and UCaaS – Unified Communications as a Service – offerings.

At TCI, we’re excited that Mitel is growing and that we can offer so many new solutions and applications to our customers. Mitel has also assured Toshiba and ShoreTel customers that their existing systems and services will continue to be fully supported.

Considering your transition to a cloud-enabled organization? Interested in exploring Mitel’s latest technology?

Lets’ talk about new ways to improve your business communications. Contact us today at (703) 321-3030 or info@tcicomm.com.

 

Real-time, Anytime… How MiTeam for MiCollab Offers Your Teams an Easier, Better Way to Collaborate

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Mitel’s innovative MiTeam app integrates with your MiCollab online collaboration tools to provide a dedicated workspace for team-based meetings, conversations, and content sharing.

Designed for a workforce on the go, the embedded app seamlessly extends your company’s mobile reach to remote team members, and it connects teams of any size, even with real-time voice and video.

Everything relevant to your team is seamlessly synchronized into “Streams.” Each team’s workspace is archived continuously so everyone can access the history of messages, content, annotations, and tasks for future reference.

One of our favorite MiTeam advantages is that you can enable new team members to come up to speed quickly. They can see interactions with full context, gain access to shared documents, view recordings of meetings and track project tasks.

Check out this MiTeam video…

Let TCI help empower your teams with greater efficiency and productivity. With MiTeam for MiCollab, you can expect to increase business productivity by as much as 40%.

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

 

How Mitel-Powered Contact Centers are Evolving to Improve the Customer Experience

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While voice-based channels remain the primary communication method with customers today, consumers are increasingly expecting, even demanding, to interact with companies through alternate methods such as text, web chat, email and other social media tools.

This means that every company MUST become as fluent in these emerging media channels as they are with voice communications today. That’s where TCI and Mitel’s Contact Center Solutions come in…

  • Multichannel Contact Center Solutions give customers the flexibility to choose the method of contact that makes the most sense for them at any given time, while giving your organization the ability to provide the same prompt, informed customer experience across all channels.
  • Outbound Contact Center Solutions provide tools your teams can use to proactively reach out and execute campaigns efficiently. Information is delivered right to agents as they make calls, increasing the chances for successful interactions.
  • Inbound Contact Center Solutions allow agents to efficiently handle calls and perform common actions using fewer steps and with reduced errors in call processing for an optimized customer experience.
  • Workforce Management and Recording Management Solutions allow you to plan, forecast and schedule agents to increase operational efficiency. A variety of tools help monitor, analyze and enhance individual and group performance.

For more information about Mitel’s Contact Center Solutions and how they can improve your business, contact us today at (703) 321-3030 or info@tcicomm.com.

 

Need an Avaya Escape Hatch? More Reasons to Go with Mitel & TCI

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Avaya filed for Chapter 11 protection in January. If you’re an Avaya customer or were considering one of their systems, Mitel and TCI are ready to help.

Ready for Tomorrow
With any Mitel solution, your investment is future-ready, even as you grow or decide to shift from on-premises to cloud communications. Mitel’s expansive portfolio of customer experience, mobility and collaboration solutions provide a unified platform for your business communications – no matter what the future holds.

A Global Leader
If you’re thinking about a cloud deployment, a study by Synergy found Mitel has more than 2X the number of cloud users than Cisco and Avaya combined. With public, private and hybrid cloud deployment options, Mitel can meet your unique business needs, and TCI is ready to provide local implementation and ongoing support.

Award Winning Technology
Gartner Group is also singing Mitel’s praises… for the third year in a row Mitel is once again the leader in their Magic Quadrant ranking of Unified Communications providers.

Act Fast
Mitel is making the transition affordable too with limited-time offers available exclusively to Avaya users or anyone actively considering investing in an Avaya solution in 2017.

Looking for a trusted future for your business communications? Contact TCI now: (703) 321-3030 or info@tcicomm.com.

 

Digital Transformation: Understanding the Digital Imperative

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A major challenge for businesses in every industry is how to maintain and increase competitive advantage in today’s dynamic economy.

Companies can no longer simply differentiate their products and services along a single dimension – like price, features, quality, and support.

Except for commodity goods and services, the lowest price doesn’t guarantee a sale, poor quality is never acceptable, and customer service requires far more than a friendly smile.

Instead, perceived value, functional match to requirements, exceptional quality, and total customer experience across all touch points are all important aspects of the new competitive norm.

Continued success is now based on being able to capture new opportunities in a rapidly changing market.

Businesses must find innovative and creative new ways to engage, attract, and retain their customers.

Learn more about how Digital Transformation has become a top initiative for business and IT leaders… and how you can enable it.

Click here for your FREE ebook

Is your business positioned for digital transformation? TCI has solutions to get you there… Contact us today at (703) 321-3030 or info@tcicomm.com.

 

The TCI Difference – We Are NOT Your Average Cloud, Hosted Voice or UCaaS Provider

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Individually Designed… Flawlessly Engineered… Meticulously Implemented Solutions

Powered by technology from global leader Mitel, our Hosted “Unified Communications as a Service” solution fills a crucial gap in the DC Region’s fast moving Cloud Voice market.

Whether you’re a small or large business, we custom design and manage every solution specifically for your unique requirements.  Every TCI HOST/UCaaS client is provided a fully-featured, dedicated arrangement that doesn’t share resources with any other customer.  Unlike “One Size Fits All” offerings, our solution will not restrict access to features or limit your deployment options.

Flexible Deployment & Acquisition Options

Exploiting the flexibility of IP technology, your virtualized UC platform may be deployed on your premises, in a public or private cloud, or any data center location, including TCI’s.  You can Rent, Lease, or Purchase and we offer Fully Managed or Self-Managed support.

We’re Proven & Experienced 

  • Providing service and solutions for 36+ years
  • More than 3,000 systems installed – local, nationwide, globally
  • Over 35,000+ lines under service contracts
  • Mitel Certified Voice & Data Technical Engineers
  • 24 x 7 x 365 Live Answer Customer Service

A Seamless, Easy Transition

Unlike other Business VoIP providers, TCI takes care of all the important details for you, from delivering phones to network testing and set-up, feature programming, training, and ongoing support.  Ready to simplify and improve your Business Communications?

Learn more about The TCI Advantage

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

Mitel Mass Notification… Connect with the Right People at the Right Time

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Mitel’s award-winning Mass Notification solution enables faster delivery and acknowledgement of vital information to your customers, employees, and other constituents.

From routine billing notices, order status, and appointment reminders to crisis events such as outages, recalls, and emergency response, Mitel enables you to deliver personalized information in real-time to the right people at the right time.

Mass Notification allows you to text, email or call to get the word out

  • Notify your target audience of events, promotions and limited time offers using their preferred device.
  • Using channel of choice, managers can notify staff of tasks that require immediate action.
  • Notify all your locations regarding notices, product issues, policy changes.
  • Notify people to fill shift; billing notices, appointment reminders, order status.
  • Automated notification for unexpected outages, planned outages and outage restoration.
  • Customer Notifications with welcome messages and appointment reminders.
  • Send Promos, coupons and loyalty programs via customer’s media of choice.
  • Generate real-time reports consisting of auditable record of open, acknowledged and closed issues.

Check out how Texas A&M is using Mass Notification as they discuss how they use the technology to keep its sizable student body, faculty and staff connected – especially when it’s critical.

For more information about Mitel’s intelligent notification solution, contact us today at  (703) 321-3030 or info@tcicomm.com.