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10 Contact Center Tools You Should be Using… But Probably Aren’t

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You may think you are running an efficient and cost effective contact center, but there is always room for improvement when it comes to the Customer Experience.

Mitel recommends adopting the following capabilities to help boost productivity, ensure resiliency, and improve the efficiency of your contact center…

  • Cradle-to-Grave Lifecycle Reporting
  • Customizable Reporting
  • Agent Forecasting
  • Schedule Adherence Monitoring
  • Interactive Agent, Queue and Call Control
  • Self-Service Interactive Voice Response
  • Outbound Dialing
  • Social Media Monitoring
  • Disaster Recovery
  • Contact Center as a Service

Learn more about these essential tools… Download the 4-page Mitel whitepaper

Ready to empower your contact center team? Contact TCI today: (703) 321-3030 or info@tcicomm.com.

 

Get to Know MiCloud Flex… A High Performance UCaaS Environment Supporting Seamless Integration with Top Business Apps

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With MiCloud Flex, you get a business phone system that just works…

Designed for large enterprises and companies that require a more customized unified communications (UC) environment, MiCloud Flex delivers the highest levels of performance, reliability and security through Mitel’s global, mobile cloud.

The brains of the system reside in geo-redundant data centers. Your people access the same tools regardless of whether they’re in an office, on the road, or working from home.

Get all of this with MiCloud Flex…

  • Hosted Unified Communications as a Service: Get a complete UCaaS environment with customizable options and seamless integration with top business applications like Microsoft Lync/Skype, Salesforce, Google and more.
  • Delight Your Customers: Combine your contact center with CRM or other business applications to deliver real-time customer intelligence to agents across any medium (voice, video, chat, etc.) and identify customers based on stored profiles and intelligently route them to the right agents/resources.
  • Mobile, Simple and Flexible: Get maximum flexibility to create your own communications environment without the complexity of managing it yourself. MiCloud Flex can scale from 75 to 10,000 users. Grow and add features at your own pace.
  • Ideal for Multi-Office Environments: Users enjoy the same communications experience anywhere, anytime on any device. Applications and information move seamlessly because they’re stored in the cloud. Advanced security protection ensures sensitive data remains safe.
  • Work Anywhere: Deliver a single communications portal that displays consistently on desktops, laptops, smartphones and tablets including Android, iOS and Microsoft devices. This gives customers the freedom to communicate using voice, email, text or chat from any device.
  • Collaborate Smarter: Bring Microsoft Outlook, Lotus Notes, Google, Lync/Skype and other applications into the conversation for true UC. Provide users with presence-based awareness, instant video meetings, visual voicemail, attendant console and much more.

Let’s talk about how MiCloud Flex capabilities will take your business to the next level. Contact TCI today: (703) 321-3030 or info@tcicomm.com.

 

Raise Your MiVoice Office 250 to the Cloud with OfficeLink… Mitel’s New Mobility App

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Looking to stay more connected with your customers and co-workers? Missing critical calls? Does your business rely on being available for every revenue opportunity?

Available as a subscription-based service for the MiVoice Office 250 platform, Mitel’s new OfficeLink App connects your phone system to the Cloud.

The app supports mid-call functionality features not typically available with general-purpose UC phones or devices, bundling together easy-to-use collaboration features into one single platform.

Deliver the best features of a business desk phone to your smartphones:

  • Simultaneous ring means you’ll never miss any important call
  • Secure chat with other users to quickly stay in touch
  • Live status of users and extensions
  • Dynamic call history
  • Contact synchronization and management
  • Business voice features, including transfer, hunt groups, group calling, call park and more
  • Simple admin controls

OfficeLink puts the power of cloud-based Mitel solutions right in your hands. To learn more about the convenience and productivity you’ll get using mobile apps, contact TCI today: (703) 321-3030 or info@tcicomm.com.

 

Get to Know Affordable MiCloud Connect… the Mitel-Powered Cloud Voice Service for Small & Mid-Sized Businesses

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Is your business outgrowing its phone system? Looking for more mobility or new tools to compete? 

MiCloud Connect lets you move communications and collaboration to the cloud with confidence… And beat the competition by making your teams more productive, enhancing the Customer Experience, and improving your business intelligence.

All this from Mitel, the global leader in cloud-based business communications…

Mitel Connect Collaboration: unifies today’s communications on one screen – including video, online meetings, on-the-fly conferencing, messaging and more – so your employees, customers and prospects can communicate anytime, anywhere.

Mitel Connect Contact Center: extends contact center functionality to your entire business. It’s managed by Mitel at its data centers, so you can rely on it worry-free, while maintaining local control over system call flow scripting and reports.

Mitel Connect Advanced Applications: multiplies team effectiveness by tying organizational communications into your core business processes. Innovative apps help increase employee productivity, shorten response times, encourage collaboration, and improve customer satisfaction.

Mitel Connect Global Numbers: provides a virtual presence with local caller IDs and numbers in all the markets your company serves. Incoming calls are easily routed for handling by the team in your headquarters so you can establish a local city or country presence without adding headcount.

Wondering if MiCloud Connect is a good fit for your business? Contact TCI today to arrange a meeting and a demo: (703) 321-3030 or info@tcicomm.com.

 

Mitel’s CloudLink Solution… Everything Begins with the Gateway Connecting Your On-Premises Platforms to the Cloud

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CloudLink is Mitel’s innovative application development and delivery solution. Our Blog Post from last month provides an introduction and overview. As discussed, CloudLink allows businesses to leverage their existing Voice and IT assets, while adding and extending new capabilities from the Cloud.

A key component of this app development and delivery solution is the CloudLink Gateway. This device connects your PBX to the CloudLink platform and CloudLink applications. It can be deployed on premises, or in the cloud as part of Mitel’s MiCloud service, or as part of a third-party Mitel-powered service.

Adaptors within the gateway communicate with the underlying call control platform of the connected PBX using its signaling protocol or generic SIP. The gateway normalizes the signaling protocols from disparate PBXs so only one signaling and messaging protocol is shared between the gateway and the CloudLink platform.

The CloudLink Gateway enables a cost-effective path to the Cloud. It supports convenient access to customized cloud-based apps and delivery to any device at any location, including your mobile devices and IoT appliances.

Mitel’s CloudLink technology is being rolled out to support businesses of any size. For example, small businesses using MiVoice Office 250 have built-in support for the CloudLink Gateway with Release 6.3.

Next month, we’ll explore the development platform elements of Mitel CloudLink. Meanwhile, if you are wondering how CloudLink can benefit your business, contact TCI today: (703) 321-3030 or info@tcicomm.com.

 

Access Mitel’s Entire Pallet of Tools via TCI Host – Your Customized Cloud Voice Service

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TCI Host service is all about flexibility

Add new cloud-based tools to your existing business phone system, and when you’re ready, migrate your platform to the cloud and reduce your overall telecom costs.

Cloud communications isn’t an all-or-nothing endeavor

There are several deployment models you can 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 brings offices closer together.

Powerful Capabilities

Explore some of the collaboration features your users can tap with their mobile or desktop phones. With access to these Mitel-powered tools, your work will no longer be a location but an activity that can be tackled from anywhere:

  • Persistent workspaces for team meetings, conversations, content review and project management
  • Point-to-point Video calling
  • Multi-point Video Conferencing
  • Scheduled and ad hoc conferencing and webinars
  • Participant management
  • Desktop application sharing
  • Public and private chat
  • Web based collaboration
  • Document management
  • Conference recording
  • Integration to other business applications such as: Outlook, Lotus Notes, IBM Sametime, and Google
  • Presence Tools
  • Mobile Softphone
  • Web Client
  • Unified Messaging, including fax via email
  • Remote control of desktops
  • Outlook client plug-in
  • Message retrieval from one synchronized message store

Deploy the tools your people need to serve your customers better.  For a single, low monthly price, upgrade to advanced mobile-enabled, desktop phones (like Mitel’s 6900 series) and access Mitel’s award-winning features to improve your Customer Experience.

Contact us today to schedule your TCI Host demo: (703) 321-3030 or info@tcicomm.com.

 

Mobilize Your Enterprise With Mitel’s MiVoice 6900 Premium Desk Phones

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Mitel’s MiVoice 6900 series desk phones enable you to become more mobile with one-touch Bluetooth pairing and seamless integration with your mobile phone.

Not only can you stay productive by easily switching calls between your desk phone and your mobile phone, you can have mobile and desktop contacts automatically sync between your devices.

6900 Series Video Introduction [44 sec.]

Mobile phone users can leverage the exceptional HD audio and comfortable ergonomics of the 6900 series phones for both IP and cellphone calls. The 6900 phones deliver crystal clear audio through a unique corded or cordless voice-optimized handset and high performance hands-free speakerphone.

More MiVoice 6900 Series Phone Features…

  • High resolution color displays
  • Support for Mitel Teleworker, ACD agent and supervisor, hot desking, MiCollab Client and more
  • Secure encrypted voice communication
  •  Quality of Service support
  • Dual 10/100/1000 Mbps Ethernet ports (LAN/PC), powered USB 2.0 Host port, sidecar expansion port, dedicated 4-pin modular headset port convertible to DHSG/EHS capable
  • Bluetooth wireless interface

The 6900 series also offers a broad array of add-on user installable accessories that enable the phones to be tailored to specific user needs.

Ready for the convenience and productivity that come from adding mobility to your desk phones? Contact TCI today: (703) 321-3030 or info@tcicomm.com.

 

Internet of Things: How Mitel is Giving Machines a Voice

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Connecting devices allow businesses to operate more efficiently. The IoT’s ability to automate tasks like monitoring, sensing, and data collection is driving its adoption across many industries.

A new IoT innovation is being enabled by Mitel – giving connected devices a ‘voice’ to alert people who can interact and address whatever situation a device is reporting.

For example, airports are innovating to give IoT a Voice… an airport outfitted its automated external defibrillator (AED) cabinets with sensors to trigger messages to medical staff whenever a cabinet door opens. In the past, opening a cabinet would simply sound an alarm, but what the alarm was for, or who was responding to it wasn’t necessarily clear. With IoT, the appropriate personnel receive the alert, and they can notify others that they’re responding.

Giving IoT a Voice was also extended to maintenance processes. Environmental sensors monitor temperature and carbon dioxide levels throughout the airport. When, for example, the temperature of a certain part of a terminal exceeds a set threshold, sensors trigger messages to maintenance personnel, who are dispatched to identify and repair the problem.

Think about your own business and how you use devices… In addition to building management, security, healthcare and hospitality, virtually any industry will find applications for this technology, especially those looking to speed customer response.

Ready to give your devices a Voice? Let’s discuss your unique communication and networking needs. Contact TCI today at (703) 321-3030 or info@tcicomm.com.

 

 

Mitel CloudLink Streamlines App Development to Empower Business Transformation

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Businesses are continually looking for ways to streamline and automate workflows and increase productivity to the point where all elements of their organization – people, processes, data and things – can connect and communicate seamlessly to enable growth.

Mitel addresses these needs with CloudLink, an application development and delivery platform that allows businesses to leverage existing assets, while adding and extending new capabilities accessed from the cloud.

Why Mitel CloudLink? 

  • Businesses can move toward cloud services using their existing systems.
  • A hybrid cloud approach is easy to deploy and use.
  • Open architecture and APIs accelerate the creation of tailored apps.
  • Tailored applications help future-proof and create “sticky” customers.
  • The subscription model, plus rapid app creation capabilities, open more revenue streams.

CloudLink Components

  • Gateway – Simple, secure and affordable to deploy, this core technology connects on-site call control platforms to Mitel’s open cloud platform. It provides access to next-gen applications and allows businesses to leverage what they already have so they can move to the cloud at their own pace.
  • Platform – Intuitive tools are offered that speed application development while optimizing costs. With no development knowledge required, the platform simplifies delivery of immersive and customized communication experiences.
  • Applications – Leveraging Mitel APls and microservices, CloudLink apps are tailored to the specific communication needs of various industries and verticals. The applications are continuously developed, rapidly deployed, simple to manage, and delivered in real time.

Mitel CloudLink offers a streamlined environment for building and delivering software. It makes your developers more productive, maximizes your IT investments, and enables faster innovation. Bottom line: CloudLink has the power to drive meaningful transformation of your business.

In the coming months, TCI will delve more deeply into various aspects of Mitel CloudLink. Meanwhile, if you are wondering how cloud technology can benefit your business, contact TCI today: (703) 321-3030 or info@tcicomm.com.

 

How MiCloud Service Makes Business Voice Easy

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What sets Mitel’s affordable, all-in-one MiCloud voice service apart is the friendly, local TCI team that comes to your office to set everything up. Here’s what else your business gets when you sign up:

Mobile integration – Remote workers have access to the full feature set from their mobile devices anywhere they go, just as if they were sitting at their desks.

Easy to use interface – With a cloud-based interface, it’s easy for employees to talk, chat, and collaborate anytime, anywhere.

Instant updates – Upgrades are deployed through automatic software updates, allowing your IT team to stay focused on business.

Predictable monthly costs – By hosting a phone system over the Internet, you are charged on an “as needed” basis, paying only for what your business uses.

Scale up or down – Whether your business is growing, moving or sizing down, the MiCloud provides flexibility and scalability.

Maximize business continuity – MiCloud maximizes uptime and coverage through multiple, remotely hosted data centers, helping you avoid costly interruptions.


Learn how MiCloud simplifies your life.  Contact TCI today at (703) 321-3030 or info@tcicomm.com.