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The 5 Most Important Contact & Call Center Trends

We’ve seen a lot of changes to the call center and Customer Experience landscape in recent years. Cloud communications and a distributed workforce have been on the minds of many our clients. The need to integrate social media channels is becoming more important than ever.

Here are 5 of the strategic trends shaping up to influence businesses and their call center operations…

1. Digital transformation

Businesses are turning to truly digital contact centers that redefine the Customer Experience from start to finish. Seamless integration of technologies across the business provides full customer context with each interaction and leverages system data to provide proactive service.

2. Two-way social media conversations

When customers interact with a business online via social media, they expect a personalized and immediate response. More importantly, the two-way conversation is public, so other customers will be watching to see how the business addressed the problem.

3. Omni-channel communications

While a customer journey may begin on one channel, valuable insight and feedback may be taking place on a completely different channel. Unifying customer communications across channels gives businesses better context for their customers, helps resolve issues faster, and assists agents in identifying better opportunities for future sales.

4. Better contact center analytics

Sophisticated analytics turn data – like call and screen recordings, chats, SMS messages and more – into useful feedback for agents. Analytics programs are being used to build statistical dashboards so agents and managers can get real-time updates on customer experiences.

5. More remote call center agents

With constantly improving unified cloud communications, remote workers have become a permanent and beneficial part of the contact center environment. With collaboration tools, contact center agents can take their work mobile, with access to real-time analytics and customer context.

Need help figuring out how to apply these trends to your business? Contact TCI today at (703) 321-3030 or info@tcicomm.com.

 

Internet of Things: How Mitel is Giving Machines a Voice

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

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.

 

Why Affordable Call and Screen Recording Makes Good Business Sense

Many industries are faced with legal and regulatory compliance guidelines that require them to record their phone conversations, but businesses in every industry can benefit as well.

Here’s how…

  • Document customer transactions, both Voice & Screen
  • Meet compliance requirements
  • Resolve customer disputes
  • Enhance employee productivity
  • Improve internal processes
  • Train and coach customer service representatives

Call and screen recording also enables improved collaboration by allowing employees to share specific call segments, along with text-based notes. They can send out a request for help throughout the organization, and quickly deliver the right information to the customer, improving the customer’s experience.

Our experts are ready to help you with a call and screen recording solution that’s customized for your business. To get started, contact us today at (703) 321-3030 or info@tcicomm.com.

 

The “Cloud” Defined – What it Means for Your Small or Mid-Sized Business

Imagine being able to access company data, applications, services, and resources Anytime, Anywhere. That’s the idea behind the “Cloud” – an efficient, flexible and cost-saving IT platform – that small and mid-sized businesses are rapidly adopting to save money and improve day-to-day operations.

The Cloud makes it much easier for small and large enterprises to quickly and easily access Voice, Computing, Storage, Software, Development, and Network resources on demand.

Cloud Services offer consolidation and automation of administrative tasks. This allows you to focus on your business instead of managing technology.

There are several types of Clouds to consider…

Public − Operated as a utility by a third party with services delivered over the Web, this multi-tenant arrangement is typically billed on a consumption basis.

Private − Virtual Machines or Apps reside on a company’s own dedicated hosts and storage servers; providing high levels of flexibility, scalability, availability, and security.

Hybrid − A mix of public and private clouds that enables a company to leverage the scalability and economy of a public cloud without losing control or risking mission-critical applications and data to potential third-party vulnerabilities.

Virtualization − Allows a company to run several operating systems and applications, including voice, on a single machine. With this arrangement, shared pools of resources can be created to optimize the infrastructure for better performance, reliability and availability.

Let’s sit down at your planning table to discuss how the Cloud can help your organization get ahead… Contact us today at (703) 321-3030 or info@tcicomm.com.

 

Managing Multiple Offices? TCI Connects the Dots

Wherever you have office locations, TCI’s National Account team takes care of everything, including the design and implementation of your new systems. We’ll also arrange the office infrastructure and cabling for you, including wireless access points.

TCI makes it easy for you to expand your business regionally, nationally or internationally, providing you with…

  • Simplified procurements
  • Single point of contact for equipment and services
  • Predictable pricing
  • Prompt handling of change requests
  • Peace of mind

We make it easy to network all your phone systems… on-site, hosted, or a mix of both. You’ll centrally manage everything and your users can take charge of their own features right from their desktop.

Learn more about how TCI can make your life easier no matter how many locations you have to manage. Contact us today at: (703) 321-3030 or info@tcicomm.com.

 

TCI Builds & Supports Your Networks, Cabling, Wi-Fi and Battery Backup Infrastructure

Don’t get tangled up…

TCI’s team of networking experts excel in reviewing your existing network infrastructure and providing advanced wired and wireless solutions.  When you are moving or expanding, we can function as your prime contractor, providing comprehensive consulting and installation services. We’ll team up with your network integrators, contractors, architects and electrical engineers to get the job done.

We’re experienced in any business setting…

Integrating all the elements of a professional installation may include cabling, fiber, wireless access points, phone system, conferencing servers, switches, routers, battery back-up and route diversity for network availability.

Plan ahead…

When you need to manage a new building, a renovation or a campus addition, our experts will design, manage, install, support and maintain the entire infrastructure.  Engage us before your building plans have been finalized. We’ll ensure that all network requirements are included in the plans, saving you money by avoiding change orders later.

TCI knows how to do networking right. Contact us today: (703) 321-3030 or info@tcicomm.com.

 

Hey, Did You Know TCI Offers Business Continuity & Disaster Recovery Service?

What happens if you lose access to your business data – for an hour, for a day, for a week, or forever?

Depending on your business, the answer may vary, but it’s not something you want to experience to find out – especially if it can be avoided.

Prevent the unthinkable…

We’re here to ensure that your data – and your ability to use it – remains safe, no matter what happens. Lightning, fire, theft, flooding, sabotage, equipment failures, natural disasters and other threats can all jeopardize the stability of any business. Companies that fail to guard against them can experience catastrophic consequences.

Critical elements of disaster planning include:

  • Identifying risks, threats and exposure before it’s too late
  • Determining appropriate risk reduction, remedies, and alternatives for systems and networks
  • Assessing the need for data protection measures, off-grid power sourcing, and secure off-site storage
  • Checking the feasibility of implementing telework programs to keep your business open during an emergency

Get started by engaging TCI experts to perform a thorough audit. Our specialists find the gaps and map out better ways to protect your business. We then work with you to implement action plans that can help you get through a crisis without causing disruption to your business.

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

TCI Deploys Voice Anyway, Anywhere You Want It

Phone systems have traditionally been deployed on-site, but the lure of the Cloud is strong. Many multi-site businesses like a combination of both – deploying a premises system at headquarters and a Cloud solution for the branch offices – all interconnected and centrally managed over an IP network.

There are many reasons why On-site Phone Systems remain popular…

  • The need to control technology in-house.
  • The need for customized features, integration with other applications, or advanced call center capabilities.
  • The need for uninterrupted communications or compliance with strict regulatory requirements.
  • The need to depreciate equipment costs over time.

Cloud Voice can be a good fit for small to mid-sized businesses or an enterprise with smaller remote offices…

  • Eliminates the need for upfront investment. Costs become operational expenses and are more predictable.
  • No need for IT staff to buy, install and configure your system, servers and storage. Order only what you need now.
  • Maintenance and support are simplified and upgrades are automatic.
  • Whether your business is growing or needs to scale down in a pinch, a cloud service can easily adapt.

TCI steps you through all your options, makes recommendations on the best approach for your business, and manages the roll out for you. Contact us today at (703) 321-3030 or info@tcicomm.com.

 

 

 

 

Exploring a Private Cloud for your Business Communications? Get your Essential Guide first

Private cloud is the most popular cloud deployment model for companies in industries with strict data regulations, like healthcare, government or financial services.

Opting for a hosted private cloud can provide your business with the benefits of a dedicated architecture, without many of the IT management responsibilities.

Download: Private Cloud for Business Communications – The Essential Guide

A private cloud model offers the following benefits:

Strength and security: If you can’t risk the potential reliability and bandwidth issues involved in sharing the public cloud, private cloud provides maximum organizational control and security.

Powerful integrations: Private cloud deployments are ideal for large enterprises that need to integrate with existing systems and applications.

Budgeting flexibility: Private cloud platforms can be procured through a CAPEX or perpetual license model, or through a solutions provider with an OPEX or recurring license model.

Schedule your Private Cloud planning session with TCI. We’ll lay out all the options and details so you can make an informed decision. Contact us today at (703) 321-3030 or info@tcicomm.com.