Posts

Unparalleled Choice & Flexibility… How TCI Connects You to a World of Seamless Communications

/0 Comments/in /by

With TCI’s next-gen UC solutions, you can enable new ways of working, supporting your employees to call, chat, and video securely — also stay connected regardless of whether they sit next to each other in the office, or remotely at home.

Applications

TCI brings it all together. Improve your communications experience with apps, ranging from office tools, analytics, workforce management, and campaign management to enhancing organization and site connectivity – and more.

With access to these tools, your team can tackle their work 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
  • Microsoft Teams integration
  • Message retrieval from one synchronized message store

Collaboration

Bring teams together with messaging, conferencing, screen sharing, file sharing, and more. Users can stay connected while on the go with our web, mobile, and desktop applications.

  • 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

Contact Center

Impress customers with all-in-one interaction management platforms that transform outdated voice-only call centers into omnichannel customer experience centers.

  • 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

Voice

Rich PBX and phone system features, advanced call controls and softphone, mobile and IP desk phone options so you can talk and meet from anywhere – effortlessly.

Supercharge your organization’s growth with unparalleled flexibility.

We can design the right mix of UC solutions for your needs today and your goals for tomorrow. Deploy on-premises, via private cloud, public cloud, or a hybrid. Pay upfront or monthly. Use existing devices or the latest models.

It’s Unified Communications, your way. Get started today: Contact us today: (703) 321-3030 or GetHelp@tcicomm.com.
 

What Does AI Have in Store for UC This Year?

/0 Comments/in /by

Strategic AI Deployments in Business are Happening

A Gartner survey indicates that 60% of organizations have integrated AI into their operations, with many using it to enhance decision-making and customer experiences using AI-enabled tools like virtual assistants.

Many business leaders are focused on identifying strategic AI use cases that support their organizational goals. AI, particularly generative AI, is poised to significantly transform unified communications (UC) in 2024 and in the years ahead. Consider the following key areas where AI can enhance your communication strategies:

  • AI Integration and Automation: AI will become more deeply embedded in UC platforms, offering features such as intelligent virtual assistants, predictive analytics, and advanced automation. These capabilities are expected to enhance efficiency by providing actionable insights, automating task creation, and streamlining scheduling processes.
  • Generative AI Applications: Generative AI will expand its role beyond simple tasks like meeting summaries and predictive text. It will be used to analyze real-time conversations, extract key data points, and provide actionable insights to decision-makers, thereby facilitating quicker and more informed decision-making.
  • Enhanced Security Measures: As cyber threats evolve, UC platforms will implement more sophisticated security measures, including advanced encryption methods and threat detection capabilities, to protect sensitive business communications.
  • Increased Use of Video Communication: With the rise of remote work, video communication will become even more critical. UC providers will enhance video conferencing capabilities, offering higher-quality video and audio, better connectivity, and more collaborative features.
  • Integration with IoT: The Internet of Things (IoT) will become more integrated with UC platforms, enabling new levels of connectivity and data sharing across devices. This integration will support remote monitoring, automation, and data-driven decision-making.
  • Data-Centric Communication Strategies: AI and data analytics will become central to UC strategies, shifting the focus from traditional communication channels to more data-driven approaches. This will enable more informed, agile, and responsive operations.

These advancements highlight the transformative potential of AI in Unified Communications, promising to make interactions more meaningful and workflows more efficient.

Embracing AI advancements will enable organizations to remain competitive and responsive in an evolving digital landscape. Start thinking about your potential use cases and fostering a culture that is open to integrating AI to enhance human capabilities and drive business outcomes.

Thinking about adding new technology and capabilities to get more from your UC platform? Talk to your local experts. Contact us today: (703) 321-3030 or GetHelp@tcicomm.com.
 



How Performance Analytics Offer UC and Network Insights for Better Business Performance

/0 Comments/in /by

Why Performance Analytics?

Many TCI clients have deployed Mitel Performance Analytics (MPA). It’s an intuitive, user-friendly fault and performance management application that monitors and manages your entire network, with a special focus on voice quality.

You can monitor the performance of your entire communications network – identifying real-time issues and rapidly alerting your IT team to adverse conditions.

Check out this 6:30 min. video MPA overview

Mitel Performance Analytics provides quick resolution tools like secure remote access and active testing capabilities that make it simple to manage locations seamlessly. Whether you have 8 or 8,000 users, voice quality stays crystal-clear and downtime is minimized.

MPA also lets you know when and where a problem occurs. Voice quality problems – delay, echo, and jitter, for example – can be caused by a variety of events, from congestion to improper configuration. For faster problem resolution, MPA monitors devices like routers and servers in the network infrastructure, in addition to your UC systems.

Your admins can access devices from anywhere, and devices can be moved easily between containers. Plus, data can be consolidated in one central place. Information can also be shared more easily among your locations. You can now monitor just about any device, anywhere in the world.

Mitel Performance Analytics is available as part of your Mitel Premium Software Assurance subscription. Stay current with the latest Mitel Platform software releases, bug fixes, and security enhancements, while having access to expert support services whenever you need them.

Performance Analytics at a Glance

  • Continuous performance monitoring
  • Real-time alerting for fast problem detection
  • SIP voice quality (R Factor Rating per Call), valid for Mitel 6800, 6900 SIP phones, and MiCollab mobile and desktop softphones
  • Secure remote access and testing tools mean problems are fixed faster
  • Shifts support model from reactive to proactive, detecting and preventing problems before users are impacted
  • Proven in thousands of customer networks
  • End-to-end network performance management of your Mitel services AND the surrounding network

Key Benefits

  • Faster problem detection and resolution for more reliable network performance
  • Simplified management of large distributed networks
  • Improved user satisfaction and adoption
  • Better use of IT resources
  • Secure remote access

Key Features

  • Intuitive multi-tenant data-rich dashboards
  • Network-wide voice quality reporting and analysis, including softphones
  • Comprehensive testing tools and secure remote access
  • Network diagram integration
  • Reporting tools that add value
  • Scheduled backups

Reliable Unified Communications network performance improves the user experience and makes better use of an organization’s IT resources.

Contact your local TCI team today to learn more about MPA: (703) 321-3030 or GetHelp@tcicomm.com.
 

Boost Your Business with Reliable In-Building Cellular Coverage

/0 Comments/in /by

Cellular connectivity in your building is no longer a luxury…

Over 80% of all mobile calls and data connections occur indoors. Businesses everywhere are looking for ways to ensure that on-the-go employees and visitors can stay connected in every corner of their buildings – even the basement. At stake are user productivity and customer service.

You can expect poor signal strength or dead zones when mobile carrier signals can’t penetrate your building’s glass, metal, concrete, or other obstructions. This results in more dropped connections, wasted time, and frustration.

What’s needed is a carrier-neutral, in-building cellular boosting solution that allows you to take control of your wireless communications. TCI can cover anywhere mobile connections are weak, including…

  • Offices in high-rises
  • Parking garages
  • Basements
  • Warehouses and manufacturing facilities
  • Arenas and entertainment venues
  • Hospitals
  • Campuses

TCI offers cell signal boosting solutions that have the flexibility to accommodate any space or floor plan. Our network infrastructure experts will design, configure, install, and support the latest technology to boost the service providers you need to connect with – including Verizon, AT&T, and T-Mobile.

Your TCI project team manages all the details from site surveys to configuring the equipment that gets the carrier signals into your building. Then they deploy the antenna systems and cabling that provide the coverage you’ve been missing.

Don’t let spotty in-building cell signal coverage slow you down. Contact us today at (703) 321-3030 or GetHelp@tcicomm.com.
 

Overloaded with Too Many Apps & Communications Tools? Here’s 5 Ways to Streamline

/0 Comments/in /by

The average employee uses 17 different cloud apps, 3 content-sharing services and 3 collaboration tools.

If this sounds familiar, it might be a good time to consider a unified communication system like Mitel-powered TCI Host, which includes collaborative tools that allow team members to assign tasks, share documents, schedule calls, chat and conduct audio and video conferences at the push of a button.

Consider these pointers for re-energizing and remaking your approach to collaboration and communications.

1. Identify the purpose and value of each communications tool

Start by identifying what frustrates people, where necessities fall through the cracks, or how customers could be better served. Then evaluate your current tools in terms of:

  • Does the technology help or hinder productivity?
  • Do your communications tools keep your team’s conversations seamless no matter what device is used – be it smartphone, desktop or laptop?
  • Do they create a common space where team members can easily communicate, share documents and set up meetings?
  • Can employees respond quickly and efficiently to customers?

2. Analyze the costs vs. benefits of your communications software

The goal of any communications system is to aid productivity and bring value to the business. The problem is technology – especially when it’s the newest thing. You have to ask yourself: Is the time spent using that latest app really achieving the outcomes you need?

Spend more time assessing the costs of your existing communications tools, from time wasted swapping between business apps to the monthly costs of separate collaboration tools. If you’re not getting results, use this as an opportunity to find more cost-effective, all-in-one communications tools.

3. Reduce distraction and optimize attention capital

Step back from the whirl of digital life by identifying what’s most important to you, then add / keep the technology that will support your priorities. In business, that means finding solutions to increase productivity by automating simple tasks like setting up meetings and improving workflows.

Start by automating and controlling who can reach you, and when. Need some time to tackle a major project? Use presence technology to tell coworkers you’re not available, or you’re only available via a specific channel, like text.

4. Focus on the customer experience

As you’re evaluating your communications tools, consider how your communications software impacts your customer’s experience with your business. Does your current solution enable seamless communications both internally and externally? Does it easily integrate with other essential systems, like CRMs? Can your contact center agents quickly access the information and internal resources they need, when they need it? The answers to these questions directly impact your responsiveness to customers.

5. Make it convenient to work anywhere

With more team members working remotely – on the road, from a home office or in the field – reach out to them and find out what headaches they’re experiencing. Do your collaboration tools enable them to easily communicate and respond quickly to customers? Can they access information and people easily from their smartphone? Look for a communications solution like TCI Host, TCI’s Cloud Voice Service that allows your staff to access everything they need via a web portal.

Take a fresh look at your communication solutions to ensure you’re offering the best user experience. Contact us today at (703) 321-3030 or GetHelp@tcicomm.com.
 

Take Your Public Service to the Next Level with Government Phone Systems and Communication Solutions

/0 Comments/in /by

Take your public service to the next level with unified communications solutions that enhance the citizen experience while ensuring the effectiveness, efficiency, survivability, and compliance of your services.

We Understand Government Communications Challenges

  • Operability and Efficiency – With TCI as your local partner, your organization can deliver better services while making staff more efficient in a secure and cost-effective way. The result is operational excellence, employee empowerment, and best of all – it’s easier for your constituents to get the help they need.
  • Security and Compliance – TCI helps public service organizations shield themselves against security threats, both in frequency and intensity, while meeting the diverse legal frameworks that regulate many aspects of communications and data management.
  • Flexible Deployment – TCI provides unparalleled, flexible deployment options for public entities to integrate their communications tools with complex and changing tech environments. These integrated solutions provide control of your staff communications information, local site survivability to deliver 24×7 service and uptime in case of an outage, and solution lifecycle maintenance.

A Better Experience for Communications in the Public Sector

  • Do More with Less – At TCI, we are the local experts in providing new solutions to public sector organizations, even as you face increased demand and scrutiny from citizens to do more with less. You can be reliable, compliant, and secure while improving the service to your citizens with the increased productivity that TCI’s Government Solutions deliver.
  • Experiences – Enhance the citizen experience with TCI’s omnichannel customer experience solutions. Our solutions ensure you can serve citizens and peers on their preferred channels (phone, email, SMS, Web chat, etc.) in both self-service and human-assisted service modes.
  • Responsible, Reliable Government Communications – Governments require a unique mix of features, flexibility, and economy in their telecommunications solutions. We offer Sourcewell contracted pricing so you can eliminate procurement hassles.

How the Right Communications Can Drive Results

  • Enhance public safety – Your communications system should extend the possibilities of mass notification, enabling you to target affected neighborhoods or alert the entire community. TCI offers a variety of mass notification features, including the ability to send emergency alerts to users’ phones, email addresses, and other devices. This can help government entities communicate with citizens quickly and effectively in the event of an emergency.
  • Easily integrate – The system should streamline interoperability with other applications, like Microsoft Teams. Its APIs should need minimal coding to solve unique communications needs. TCI solutions easily integrate with other applications. Powered by open APIs, we can use packaged or customized integrations to merge with almost every relevant application on the market. This makes it simple for government entities to connect their communications systems with other critical systems.
  • Transform the citizen experience – TCI’s solutions offer omnichannel experiences, allowing resources to be optimized to support citizen inquiries through phone or self-service capabilities. This includes efficient and convenient features like the ability to check a permit’s application status and complete online payments for traffic tickets.
  • Meet Regulatory Mandates – Flexibility is critical to meeting new mandates and legal requirements. TCI offers robust regulatory compliance capabilities through our solutions. This includes common controls for customers to address requirements in their regulated environments, such as security, privacy, and/or anti-fraud measures (such as PCI DSS, GDPR, HIPAA, Dodd-Frank Act, and MiFID II).

Ready to Transform Your Client and Employee Experience?

From secure, high-quality communications and user-friendly collaboration software to durable hardware with easy installation and reliable customer support, TCI has what it takes to support your mission.

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

NEC Phases Out Phone Systems & Support… TCI Can Help You Move Forward

/0 Comments/in /by

If you’re using a NEC SL2100, SV9100, or 3C System, this transition will occur over the next few years, with key dates to keep in mind:

  • December 31, 2024: Last day to order new NEC systems
  • March 31, 2025: Final date for NEC to ship ordered hardware
  • March 31, 2026: End of technical support from NEC

Given this timeline, you’ll want to start planning your transition to new communication solutions. Here are some key considerations:

  • Assess current needs: Evaluate your organization’s communication requirements and how they may have evolved since implementing your NEC system.
  • Explore alternatives: Research the latest unified communications (UC) platforms that offer features like VoIP, video conferencing, and mobile integration.
  • Consider hybrid and cloud-based solutions: Many businesses are moving to a mix of premises and cloud or fully cloud-based phone systems for greater flexibility and scalability.
  • Plan for migration: Develop a timeline for transitioning to a new system before NEC support ends in 2026.
  • Budget accordingly: Factor in costs for new hardware, software licenses, and potential infrastructure upgrades.

Special Offers for NEC Customers

While NEC is exiting the UC business, there are opportunities to find cost-effective alternatives. TCI and Mitel have special pricing available for you now – including significant discounts for upfront purchases or monthly subscription plans.

When selecting a new system, consider factors beyond just price:

  • TCI offers UC and Contact Center platforms that outperform NEC
  • Flexible deployment models (On-Premises, Private/Public Cloud, partner/IaaS hosted)
  • Scalability to accommodate future growth
  • Integration capabilities with existing business applications
  • Reliability and uptime guarantees
  • Choice of payment (CapEx or OpEx)
  • A local partner for service and support
  • Partner stability – TCI has over 40 years in the UC business
  • Expertise in Vertical solutions (e.g., Associations, Finance, Hospitality)
  • Incentive programs that deliver investment protection

Your local TCI team can assess your current Voice environment and recommend suitable solutions. By planning ahead and exploring your options now, you can ensure a smooth transition from your NEC system to a communication platform that better meets your organization’s evolving needs.

Let’s get started: Contact us at: (703) 321-3030 or GetHelp@tcicomm.com.
 

Create Exceptional Customer Experiences with New Contact Center Tools

/0 Comments/in /by

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.
 

6 Best Practices for a Stronger Cybersecurity Posture

/0 Comments/in /by

How to Fortify Your Digital Fortress

Effective cybersecurity is not a “set it and forget it” panacea but an active, ongoing process. To establish a robust security foundation, your IT team must diligently implement and maintain these critical best practices:

1. Restrict Administrator Privileges

Limit administrator access on user devices. This simple step can thwart many attacks that rely on users inadvertently running malicious software. Without admin rights, users can’t install unauthorized programs, significantly reducing your attack surface.

2. Stay Current with Patches

Keeping software up to date is one of the most cost-effective security measures. Enable auto-updates where possible and prioritize vulnerabilities listed in CISA’s Known Exploited Vulnerabilities Catalog. Remember, many successful attacks exploit known vulnerabilities that have not yet been patched.

3. Implement and Verify Backup Systems

Don’t fall victim to ransomware due to inadequate backups. Regularly schedule backups for all critical systems and, crucially, test both partial and full restorations. Develop a comprehensive backup strategy, including frequency (continuous, hourly, weekly) and a detailed restoration plan.

4. Encrypt Laptop Drives

While smartphones and Chromebooks typically come with built-in encryption, Windows and Mac laptops often require manual configuration. Given the frequency of laptop theft or loss, ensuring your entire fleet has encrypted drives is essential for data protection.

5. Enforce Multi-Factor Authentication (MFA)

Don’t rely on user compliance alone. Implement technical controls to mandate MFA across your organization. Regularly audit for non-compliant accounts, paying special attention to new hires and staff who’ve recently changed devices.

6. Prioritize MFA for Admin Accounts

System administrators are prime targets for cybercriminals. Surprisingly, Microsoft reports that only about half of Azure Active Directory global admins use MFA. Make it a non-negotiable policy for all admin accounts to use MFA, as compromised admin credentials can lead to catastrophic breaches.

By consistently applying these practices, you’ll significantly enhance your organization’s cybersecurity posture, making it far more resilient against common attack vectors.

Your organization’s Voice Communications need to be protected too. Make sure your systems are secure. Contact TCI at (703) 321-3030 or GetHelp@tcicomm.com.
 

How Modern Unified Communications Elevate the Hospitality Industry

/0 Comments/in /by

As hospitality leaders gear up for the busy summer season, plenty of technological tools are available to streamline operations and provide an overall improved and immersive guest experience.

Whether it’s enabling multimodal technology for frontline workers, AI-powered tools, or hybrid cloud solutions, investing in modern UC solutions is something every property manager should take time to consider.

Enabling Hospitality Staff with Modern Tech

Hospitality thrives on exceeding guest’s needs and expectations, and modern technology infrastructure plays an integral role in attaining that outcome. In today’s environment, guests expect quick, personalized, and effortless communication, which can put a lot of pressure on frontline hospitality employees.

Modern UC solutions allow properties to combine frontline, back office, and vertical workflows, ensuring the entire workforce is on the same page. Whether working on-site or remotely, multimodal technology allows staff to collaborate seamlessly on guest requests through the best medium for the situation – voice, video, chat, SMS, or a combination.

For example, an on-the-go property manager can carry a wireless DECT handset, which offers a reliable signal anywhere on a property. Fully integrated into the property’s communications solution, it ensures secure access to voice calls, interactive messaging, and critical alerts from colleagues at the front desk or an off-site contact center.

Frontline hospitality staff are essential to delivering memorable experiences. They often provide a guest’s first and last impression of a property. By giving them the right communication tools for their job, you empower them to do their best work while boosting the customer experience. This builds a property’s reputation as both a fulfilling place to work and an enjoyable place to stay.

AI and Unified Communications in Hospitality

Artificial intelligence (AI) is a popular topic today, but it is important to look beyond the hype and pinpoint its real-world value. That’s why it is essential to focus on opportunities to deliberately deploy AI to better serve guests. With modern UC solutions, this can be done through simple, integrated experiences built for the hospitality space.

Generative AI (GenAI) chatbots and voice bots can help streamline on-site customer service requests during busy and demanding times by handling simple but time-consuming tasks that would otherwise fall to frontline staff. If the bot cannot resolve the issue, an AI-powered agent assistant can smoothly transfer the call to a live agent along with call notes, ensuring the guest does not need to repeat information.

Besides streamlining workflows, the valuable data collected through AI interactions with customers can enhance the guest experience. For instance, when integrated into contact center platforms, AI can instantly transcribe and summarize calls and provide detailed call trends to supervisors. AI integration can also identify and track caller sentiment, which can be used to train staff for specific situations.

Augmenting UC solutions with AI is about more than finding efficiencies. It’s about quickly tapping into unique guest insights to deliver better personalization, ultimately leading to higher customer satisfaction.

Hybrid Cloud Solutions for Hospitality

For many properties, the decision between relying on legacy on-prem infrastructure that still delivers value and embracing the flexibility of the cloud is a real challenge. That is why hybrid cloud-based solutions are increasingly becoming the chosen route, as they are tailored and scaled to fit specific needs with size and budget in mind.

Hybrid cloud solutions are ideal for hoteliers who are not entirely ready to ditch their legacy infrastructure. They allow security and flexibility and offer a proven mix of private cloud, public cloud, and on-premises solutions. Hybrid cloud solutions are reliable and provide robust security features, data privacy, and regulatory compliance to ensure hospitality organizations protect themselves while streamlining communication. With the proper guidance from a trusted, vertical-focused UC provider, property managers can choose the best path for their needs.

Migrating to the cloud goes beyond a mere destination. It involves implementing solutions that offer maximum flexibility and ensuring that each property has the right communication tools to effectively support its customers, staff, and stakeholders now and in the future.

Let’s talk about new ways to elevate your property and serve guests better in your evolving marketplace. TCI hospitality experts are here to help: (703) 321-3030 or GetHelp@tcicomm.com.