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How DC Region Banks and CUs Improve Customer Experience with TCI & Mitel Technology

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 Inconsistent service levels, outdated security, siloed staff, and narrow channels of communication are just some of the issues that get in the way of delivering exceptional customer service.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.
 

The Best of Cloud & On-Prem – 3 Big Advantages of Hybrid UC Deployments

For years, the focus of IT and telecom decision-makers has been on moving communications to the cloud. Many accepted the idea that all communications would eventually be handled as a cloud-based service.

However, the notion of a “cloud utopia” starts to break down when you consider the significant investments that many organizations have made in on-premises solutions. There’s also a common perception that business communications are too important to relinquish total control.

As a business leader, you may be faced with the decision of whether to go all-in on the cloud or maintain an on-premises communications infrastructure. The good news is that there’s a third option that can provide the best of both worlds: a hybrid approach.

A hybrid solution allows you to leverage the benefits of cloud-based communications while still retaining control and customization over your on-premises systems.

3 Advantages of a Hybrid Solution for Business Leaders

1. Innovate Today, Migrate Tomorrow – The key benefit of a hybrid approach is that you can deliver enhanced communications capabilities, like video conferencing, mobility, and team collaboration, from the cloud while retaining your existing on-premises platform for telephony services. This allows you to manage your growth by deploying new UC and contact center (CC) solutions in the cloud with a flexible, OpEx-based model, while still leveraging your previous on-premises investments for long-term ROI. Additionally, you can expand communications to frontline workers using a serverless, cloud-based approach that integrates with your on-premises UC system, providing a consistent user experience.

2. Different Needs, One Platform – As a business with diverse locations and user requirements, the challenge of going “all-in” on cloud or on-premises is accommodating the exceptions. A hybrid architecture allows you to tailor your communications solution to meet the specific needs of your organization. For example, you can keep telephony on-premises at locations that require it for regulatory reasons or internet redundancy, while deploying cloud-based UCaaS at smaller remote sites. This mix-and-match approach ensures you can meet the unique requirements of your multi-location business.

3. Everything Has Its Place – Unified communications is often a suite of loosely integrated applications, which creates an opportunity for a hybrid approach. You can continue to deploy mission-critical call control on-premises while moving less critical applications to the cloud. Additionally, you can integrate cloud-based UC services, such as mobility and collaboration with your on-premises telephony to optimize virtual team meetings, enable remote access, and even allow for programmable communications through cloud-based APIs.

A hybrid communications approach can provide the flexibility, scalability, and control you need to meet your evolving communications requirements. By leveraging the strengths of both cloud and on-premises solutions, you can innovate today while maintaining your existing investments for the long-term.

Connect with our UC experts to discover new ways to customize communications that will future-proof your enterprise. Contact TCI today at (703) 321-3030 or GetHelp@tcicomm.com.
 

TCI Makes Mitel Access Control Easy – Improve Your Building Security from Your Phone

Much has been written about protecting customer and employee data, but what about protecting your customers and employees from physical threats?

Even more than a secure network, a secure facility provides peace of mind and protects customers and employees from bad actors who would do them harm. For that reason, security cameras have become standard equipment at schools, hospitals, hotels, and other businesses where the front and back doors represent a front line of defense.

There are dozens of security camera manufacturers today, ranging from inexpensive doorbell cameras to high-resolution surveillance cameras. While this freedom of choice gives businesses more flexibility, exterior cameras are often “outsiders” regarding business communications systems.

Specifically, organizations struggle to incorporate these video feeds into their broader unified communications (UC) platform, instead managing them as separate solutions. This can mean toggling back and forth between different screens and applications at a time when split-second decisions may be required.

Guard the Door While Sitting at Your Desk

Imagine, for a moment, how much easier it would be if you could manage building admissions right from your phone. Live video could be displayed directly on your video phone when someone approached your doors, with a live audio feed to communicate with them, and a pop-up button on your phone could either lock or unlock doors and even send out a notification to employees, students, or local police/fire departments in the case of an emergency. Well, a solution like this is no longer limited to the realm of imagination — it’s a reality that Mitel MiVoice Business customers can enjoy today.

The Mitel Access Control solution was developed in response to a clear need from our customers to integrate security cameras with their UC platform and IP desk phones. Offered as a customized solution through TCI and Mitel Professional Services, the Access Control setup integrates any H.264-compatible phone that uses the real-time streaming protocol (RTSP) with Mitel 6900 IP Phone Series, MiVoice Business, and, optionally, Mitel Revolution mass notification system. Together, these components create a new solution to the age-old problem of guarding the gates against intruders.

Our solution improves communication between visitors and staff and assures the security of your employees, customers, and students. You can view, talk, and take action from your Mitel IP phone.

Let’s look at an example of the Mitel Access Control solution in action:

  • A visitor arrives at the front, back, or delivery door and rings the video doorbell camera.
  • This triggers a call to the receptionist’s IP phone.
  • The phone’s video screen displays a real-time video feed with text indicating which door is the source of the call, and a voice connection is made.
  • After a brief conversation, the receptionist may choose to open the door via an on-screen button or, if they feel danger is imminent, they can select the “evacuate” button to notify security or emergency services and, if they have Mitel Revolution, send out a mass text notification to a distribution list right from their IP phone.

Stay Ahead of Potential Threats

The Mitel Access Control solution is just one example of how TCI and Mitel Professional Services can combine different technologies to create a unique solution to a specific problem. In developing this solution, Mitel extended the functionality of its existing products by integrating them with third-party solutions and services.

On the Mitel portfolio side, MiVoice Business ties voice, video, and messaging together, the Mitel 6900 IP Phone Series supports real-time video feeds and touch-activated prompts, and Mitel Revolution supports text-based messaging for emergency and non-emergency situations.

Beyond those components are third-party products that TCI and Mitel Professional Services can bring into your UC environment, such as the video cameras, screen-capture software (e.g., VLC media player), SIP-enabled remote access control system, application server, and local alarm service (e.g., F24).

TCI and Mitel can turn your IP phone into a security command center that controls communication, identification, and notification by tying everything together.

Contact your local TCI team to get started: (703) 321-3030 or GetHelp@tcicomm.com.
 

Simplify the Banking Experience to Earn Customers for Life

In the DC region’s highly competitive financial services industry, banks must ensure customers enjoy an easy and efficient experience at each journey stage. There’s simply too much risk that poor experiences will tarnish the bank’s reputation, turn away customers, and harm the bottom line.

Today’s communications solutions and technologies empower banks to break down unnecessary walls between their internal processes and customers. With these barriers removed, banks have new freedom to increase transparency, build trust, and foster personal experiences that help them earn customers for life.

Engage in Meaningful Interactions Every Step of the Way

To engage each customer more effectively in the right way at the right time, banks must seamlessly blend digital and human interactions. According to McKinsey & Company, banks that shifted to a more integrated, multimedia approach to customer communications have had convincing results, including:

  • Double the number of digital sales to customers
  • Three times more success in cross-selling bank services
  • A 40% increase in customer activities with the bank
  • One bank even reduced its cost to serve customers by two-thirds.

How to deliver technology-driven Banking Experiences that streamline every step of the Customer Journey:

Make it Fast and Easy to Navigate the Process

Initiating a new loan application with a bank can be very intimidating for people, especially when it’s their first time making a significant purchase, such as a house. They’re unfamiliar with the bank’s processes or what will be required.

When customers can easily set up a new account online and apply for a mortgage in minutes, it helps alleviate stress. User-friendly online forms and virtual agents answering questions along the way can efficiently step customers through the application requirements.

To further accelerate the process, customers can upload supporting documents such as bank statements and identification documents without leaving the user interface.

Connect with Customers their Way

Even with the most intuitive online forms, helpful virtual agents, and proactive communications, your customers sometimes need the reassurance and conversational exchanges that a person can best provide.

While AI is fast and helpful, customers want to communicate using their preferred media, which can mean connecting with a human. Collaboration apps put personalized text, voice, and video communications with bank agents at your customers’ fingertips.

A conversation may start with a voice or video call. Those communications can be followed up with text and email messages that provide additional support and links to more information.

Provide Timely Updates and Guidance

As the loan application moves through the bank’s internal processes, it’s crucial to keep customers informed about its progress and help them take full advantage of technologies that further accelerate the process.

When customers instantly receive text or email notifications confirming their application has passed through each process stage, the bank builds confidence. When customers can track the status of their application in real-time through a secure online portal, that trust is further strengthened.

Providing support and guidance is essential. This support can include walking customers through the steps to provide electronic signatures and providing clear, easy-to-follow instructions to access the bank’s secure online portal.

Timely communications will help customers successfully navigate their digital interactions without a trip to the bank or triggering a delay in their application.

Deliver Exceptional Banking Services with TCI

When banks and other financial institutions dramatically simplify their services, they eliminate many of the unknowns and fears around banking processes for their customers.

TCI takes the same approach when helping its local customers choose, deploy, and integrate the communications solutions and technologies needed to deliver exceptional banking services. It’s one key reason DC Metro banks and financial institutions trust TCI to help make their customer experience vision a reality.

Together with our Mitel-powered financial services solutions, TCI provides everything required to deliver the seamless, personalized customer experiences described above, including:

  • Secure, end-to-end Unified Communications services
  • Contact center solutions that incorporate advanced technologies, such as Google Cloud Contact Center AI and desktop co-browsing capabilities
  • Electronic signature solutions
  • Biometrics solutions for secure identity verification
  • Multimedia collaboration and meeting applications
  • Integration of communications solutions with the third-party applications banks depend on

If your bank is looking for communications technology that will support your efforts to earn customers for life, contact TCI today at (703) 321-3030 or GetHelp@tcicomm.com.
 


Safeguard Your Customers and Data with Advanced Unified Communications Security

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.
 


Position Your SMB for Success with the Latest UC Capabilities… Connect Your Employees & Customers

As we look toward the new year, small business owners have a lot to consider…

  • After navigating a global pandemic and high inflation, small business owners know they need to be ready for the next unexpected business disruption.
  • Customer expectations have reached an all-time high, and delivering an optimal customer experience has become more critical than ever.
  • Employee needs have also changed, with many desiring more flexible and fulfilling work options.

These increasing demands present new challenges for SMB owners and IT professionals who now must develop a strategy for connecting a distributed workforce while interacting with customers wherever they happen to be.

The SMBs that will be the most successful are implementing the latest Unified Communication (UC) tools to provide resilience over the long term.

Today’s UC tools are integral in streamlining business processes by combining features like Team messaging, AI-powered chatbots, Video chat, and Third-party app integrations.

  • Delivering an Optimal Customer Experience – UC solutions provide SMBs with the flexibility to connect with customers on their preferred channels – whether it be contact center, SMS, Web chat, email, social media, or even virtual agents. SMBs need UC solutions that easily follow a customer conversation from virtual chat to phone to email.
  • Providing Flexibility to Employees – 98% of employees want to work remotely at least part of the time. As your workforce moves toward a hybrid work model, long-distance collaboration will be essential. A single easy-to-use UC interface simplifies this process for both employees and IT departments bringing together phone, chat or messaging, audio and video conferencing, web collaboration, and more.
  • The Cost Consideration – Lost productivity from poor communications strategies can cost SMBs significant dollars – funds that small business owners can’t afford to lose. They need reliable UC tools that are scalable and can grow and change with their business. Their UC deployment models must adapt to what’s best for business – whether that’s on-premises, in a private or public Cloud, or hybrid arrangement.

Plan Now for a More Prosperous 2024

As many SMBs prepare for the new year, there’s no better time to start implementing UC tools into business practices. Customers will spend money with businesses that are easy to communicate with and can solve any issues that may arise, quickly and efficiently.

Prospective employees looking for a new opportunity will also be attracted to businesses with systems that make their jobs and lives easier.

Let’s talk about your challenges and goals and map out a plan that will move your organization forward. Contact us today: (703) 321-3030 or GetHelp@tcicomm.com.
 


 

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

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.
 


Supporting DC Metro Leaders in Education, Hospitality and Retail with On-Premises & Hybrid Unified Communications

The on-prem, private hosted, and hybrid Unified Communications (UC) platforms TCI deploys and supports offer unique advantages for education, hospitality, and retail organizations.

A 2023 Metrigy global survey found 64.7% of those in the hospitality industry are on-premises or private-hosted, 56.7% of education, and 50% of retail. These high adoption rates of on-prem and private hosted UC platforms, coupled with the relatively small percentage of those planning to move to UCaaS, highlight significant benefits for the on-premises, private-hosted, and hybrid models for these industries.

4 Reasons Why Education, Hospitality, and Retail stick with On-Prem and Hybrid UC

1. Reliability – The primary reason cited across all three industries for staying with on-premises and private-hosted solutions is their reliability. In the retail space, with large numbers of distributed locations, stores must be able to operate even if there is a network outage. Individual locations must be able to place and receive calls and ensure that systems such as alarms can always function. Hospitality operates under a similar model. A hotel, for example, can’t tolerate downtime for its in-room communications or be unreachable by those looking to make a reservation if there is a network outage or a UCaaS outage. Educational organizations, too, must ensure reliability, especially for higher education institutions spread out across campuses, and support communications modalities, including emergency calling systems.

2. Cost Savings – Nearly 46% overall, including half of retail and hospitality organizations, say that cost savings are the primary reason they stay with on-premises or private-hosted deployment models. On-prem or private-hosted models can often be less expensive and may already be fully depreciated. They also can allow companies, through hybrid solutions, to add additional cloud-based features, such as analytics and application integrations, without making wholesale changes to UC and contact center platforms. And they can preserve existing investments in endpoints and infrastructure such as gateways.

3. Security and Data Privacy – On-premises and private-hosted deployment models allow organizations to control their own data. Educational organizations may use their UC platforms to manage student data, including potentially sensitive information such as grades and health records. Hospitality companies may hold information related to customer location, travel history, and payment preferences. Retail organizations must process payment information per Payment Card Industry (PCI) compliance standards. Organizations may have sensitive competitive information they wish to ensure isn’t shared with service providers or potentially outside their control.

4. Integrations – Education, hospitality, and retail organizations will likely have extensive and unique integrations between business applications and their communications platforms. In our research, the need to integrate file management, project and task management, HR, CRM, and ERP applications into collaboration platforms is common to all three.

Beyond those drivers, there are several industry-specific examples of how On-Prem and Hybrid UC supports unique requirements, including:

Education:

  • Self-service portals allow students to check their account balances and billing information by phone or messaging app bot.
  • Student management platforms integrated with call centers enable students to click to call for support from within a learning management app such as Ellucian Banner or Blackboard.

Hospitality:

  • Guest management platforms enable customers to check account information, order food, movies, or services, or easily reach a concierge through a single click on an in-room phone or via an integrated mobile app.

Retail:

  • Inventory and order management systems allow customers to check product availability or order status by phone or receive text updates.
  • In-store wireless communications platforms for employees allow on-the-go communications and enable mobile staff to take incoming calls from customers seeking assistance.
  • Marketing automation systems send special offers and updates to customers via text.

Education, hospitality, and retail organizations may also integrate security systems into calling and paging platforms to provide automated notifications in an emergency.

In all these cases, on-premises and private-hosted solutions allow education, hospitality, and retail organizations to customize and control their communications environment.

Furthermore, education, hospitality, and retail organizations can use hybrid solutions to add additional features and functionality from the cloud while preserving their existing investments in on-premises and private-hosted platforms.

TCI has decades of industry-specific expertise. Let’s talk about leveraging the best technology to help achieve your organizational goals.

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


Gig Work Expands Across Industries Enabled by UC Technology

Freelance work isn’t new, but recently it has come to the forefront of attention as more workers and businesses embrace the gig economy. A whopping 36% of employed Americans identified as independent workers in 2022 – up from 27% in 2016.

Across industries, with the gig economy in full swing, businesses can scale their workforces to meet high demand or control costs when times are tough. It also allows them to bring in specialized expertise when needed.

Beyond the 9-to-5 Workforce

Workers across industries from healthcare to education and government are taking a hard look at the advantages of gig work.

  • Healthcare – One of the hallmarks of the new economy is the appearance of gig workers in places you don’t expect, like hospitals. Nurses have been sourced through agencies for quite some time. But what about doctors? More physicians are embracing the gig economy. As community hospitals face a labor shortage, they increasingly turn to “physicians-for-hire.” At the same time, more doctors are looking for a better work-life balance.
  • Hospitality – Hotel and restaurant operations have long depended upon contract workers, from bartenders to front desk staff. This approach allows managers to add staff as business swells over holidays, then scale back as demand softens. Scheduling has become more challenging in the wake of the pandemic. Many laid-off workers have migrated to other careers. Now, hospitality leaders hope to fill the gap with gig workers.
  • Education – The pandemic also kicked off a teacher shortage, and administrators struggle to fully staff their schools. As of February 2023, there were nearly 150,000 more job openings than hires. One way to close this gap is to hire substitute teachers – another traditional type of gig worker. However, these workers are also in short supply, with 20% of requests for substitutes going unfulfilled.
  • Government – We don’t often consider contract workers’ significant role in making government services available to the public. Yet, gig work is pervasive across federal and local agencies. Public agencies are the biggest employers of contract workers who fill temporary and seasonal positions in parks, schools, and offices. Gig workers play crucial roles as electoral workers and are essential for long-term research work.
  • Financial Services – These institutions face two issues in the gig economy. First, they need to contract IT workers to help with software development as they ramp up new apps to enhance the customer experience. As this part of their specialized workforce grows, financial institutions have a lucrative opportunity to build services that will meet gig workers’ consumer and employment needs.

Role of Unified Communications and Collaboration

Organizations that want to thrive in this new way of working – and attract top talent – need the right technologies to connect and empower gig workers.

  • Healthcare Providers Collaborating in Harmony – Healthcare staff need constant communication. Whether it’s a small rural hospital or a sprawling urban healthcare system, staying connected is vital. Full-time and gig workers need real-time, secure access to patient information and hospital systems. Healthcare communications solutions that streamline workflows make it easy for remote nurses and contract physicians to stay connected and deliver quality care from their mobile devices.
  • Hotel Staff on the Road with Mobile Communications – Like their guests, hotel staff are always on the move. And whether they’re on the top floor or another property, they must be reachable. Mobile solutions allow hotels to deliver exceptional guest experiences while also streamlining operations. For gig workers to collaborate effectively, communications should be integrated with existing hospitality apps. A single communications and collaboration application allows hospitality workers to access everything they need without missing a beat.
  • Educators want Plug-and-play Flexibility – Substitute teachers need the same access to communications and collaboration tools as permanent staff. Flexible solutions that integrate with existing applications like Google Workspace are necessary for any school district. Your UC solution should also be subscription-based, so adding and removing substitute teachers doesn’t bust your budget.
  • Cost Efficiency in the Public Sector – Like other industries, public sector entities face tremendous pressure to stay within budget and deliver a fast ROI on systems. Yet communications solutions must be powerful enough to collaborate across departmental teams. Cost-effective integrations with existing systems and flexible deployment options will help you control your budget while securely supporting your workforce.
  • Financial Service Providers Need to Adapt to a New Beat – The gig economy is about flexibility, speed, and ease of use. That’s what today’s workers want in every gig and what they want in a bank. With a solution built specifically for financial services, you can engage with customers on their preferred channels and seamlessly move between them. Your gig employees will benefit, too: they’re empowered with real-time client information and tools that help them improve performance, such as interaction recording and workforce management.

Learn how TCI can help your organization leverage the gig economy – no matter what industry you’re in. Contact us at (703) 321-3030 or GetHelp@tcicomm.com.
 


Four Tips to Close the Remote Work Gap

Working from home isn’t going away – in fact, 68% of employees globally still want a hybrid arrangement – even if it means risking upward mobility for more control over their schedule. And companies are looking for ways to create equal opportunities for employees in all locations.

Fortunately, the right culture and managerial style backed by modern Unified Communications and Collaboration technologies from TCI can help close the remote work gap – benefiting both employees and companies.

When employers want to retain top remote talent, maintain productivity, and future-proof their workforce, they’ll need ways to level the playing field between remote and in-person employees. With the right approach, they can ensure equal career opportunities for all their workers, regardless of location.

1. Maximize Hybrid Schedules

Finding one day a week for in-person collaboration can make a big difference in productivity and teamwork. If a single schedule can’t be arranged or remote employees live far away, aim to have monthly or quarterly in-person meetings to build face-to-face relationships. Workforce scheduling software can analyze employees’ availability and suggest the best days for everyone.

2. Try Alternate Methods of Management

Managers should have a “no employee left behind” approach regarding hybrid teams. That might mean checking in with remote workers via video calls to ensure they receive the same feedback and training as their in-person peers. Employees should be held to the same performance goals regardless of location, and leadership should track KPIs, promotions, and pay across staff to ensure everyone has the same opportunities.

3. Improve Remote Employee Engagement

If their office colleagues get all the face time, remote workers might start to feel invisible. “Drop-in” video conferences, more “fun” meetings, and open chats can allow them to have conversations they might be missing and get comfortable talking with their team.

4. Bridge the Divide with Unified Communications

Remote employees can feel disconnected from their coworkers. Give them the tools to do their jobs just as well as their in-person colleagues, like collaboration software with seamless chat-to-video capabilities. If there’s only one remote worker on a team, have in-person members dial in because it can be challenging to be the only one not in the room.

Don’t leave it to remote employees to close the gap themselves…

Organizational leaders must proactively provide equal opportunities for remote and in-person employees. If they don’t, sooner or later, they’ll be putting the stability of their workforce at risk.

Unified Communications solutions from TCI help level the playing field for remote and in-person employees.

Chat with one of our experts to learn how your hybrid teams can benefit from better collaboration tools. Call TCI at (703) 321-3030 or GetHelp@tcicomm.com.