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Can Customers Reach Your Business During a Crisis? 5 Ways to Improve Business Continuity

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Most organizations are familiar with the principle of distributing IT systems to minimize the scope and impact of IT service failures.

Fewer organizations give much thought to maximizing the availability of their most valuable asset – their employees.

By distributing your IT – and your people – your organization can eliminate single points of failure and survive a wide variety of threats.

Watch our brief video to learn more.

Taking Action

Planning for a catastrophic or disruptive event is a critical responsibility for every business leader. A documented plan communicates how your business will mitigate risk.

Unfortunately, firms without a proper disaster recovery plan may not be able to sustain their business. Developing a comprehensive continuity plan can help you survive and thrive over the long term.

Your organization’s Voice Communications can keep your people connected during a crisis. Get the help you need to make it happen. Contact TCI at (703) 321-3030 or info@tcicomm.com.

 

Act Now – Don’t Miss Your End-of-Year Technology Tax Break

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Time is running out to leverage your Section 179 deduction for 2024.

The Section 179 deduction is a great tool to maximize your company’s financial flexibility. A part of the IRS tax code, it allows businesses to deduct the full purchase price of qualifying equipment bought or financed during the tax year.

This tax incentive is designed to encourage businesses to invest in the technology and equipment they need to grow, while also reducing their tax liability.

The Section 179 deduction for 2024 is $1,220,000. The deduction includes both new and used qualified equipment. In addition, businesses can take advantage of 60% bonus depreciation on both new and used equipment for 2024.

The Section 179 deduction applies to both leased and purchased equipment and software. When you buy, you can deduct the total amount from your taxes. When you lease, you pay the monthly lease payments, but you still get to deduct the total purchase price from your taxes.

Whether you choose to purchase or lease, you’ll need to put the equipment/software into service by the end of the day on December 31, 2024. Remember to keep supply chain issues and delivery times in mind when making your Section 179 purchases for 2024.

Follow this link for more information about Section 179, including a Savings Calculator.

Then reach out to TCI to discuss technology solutions that can help your business get ahead. Contact us today at (703) 321-3030 or info@tcicomm.com.

 

Preparing Your Organization for the Gen Z Workforce

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As Gen Z enters the workforce, businesses must adapt to attract, retain, and maximize the potential of this tech-savvy generation. Here are some key strategies to prepare your organization for the future:

Be open to Flexible Work Arrangements

Gen Z prioritizes work-life balance and autonomy in their professional lives. To appeal to these young talents:

  • Offer flexible schedules that accommodate personal needs
  • Implement remote or hybrid work models
  • Provide opportunities for in-person collaboration and mentorship

By 2030, Gen Z will constitute about 30% of the workforce. Embracing flexibility now will position your company as an attractive employer for this growing demographic.

Exploit Cutting-Edge Digital Tools and AI

Having grown up in a digital-first world, Gen Z new hires expect seamless technological integration in their work environment. To meet these expectations:

  • Invest in comprehensive unified communications and collaboration platforms
  • Incorporate AI capabilities to enhance productivity and decision-making
  • Implement features like calendar integration, document management, and text-to-speech functionality

Encourage a Purpose-Driven Work Culture

Younger generations seek more than just a paycheck; they want their work to have meaning and a positive impact. To engage Gen Z:

  • Clearly communicate your organization’s mission and values
  • Provide opportunities for employees to contribute to socially responsible initiatives
  • Create a workplace culture that emphasizes purpose and meaningful contributions

Aligning your company’s values with theirs will be crucial for attraction and retention.

Take Action Now

By embracing these strategies, you can better prepare your organization for the incoming workforce and future-proof your operations. Gen Z brings unique skills and perspectives that can drive innovation and growth.

Adapting your workplace to their needs and expectations will ensure you harness their full potential. Remember, the future of work is evolving rapidly.

Start implementing these changes today to position your company as an employer of choice for the next generation of talent. Call (703) 321-3030 or info@tcicomm.com.

 

2025 Budget Season is Here – Schedule Your TCI Technology & Business Review Today!

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Improving Operations with Better Technology Starts with Your 2025 Planning Session

With budget season here and 2025 just around the corner, now is a great time to start evaluating your office technologies and setting strategic goals.

A TCI Technology & Business Review gets you prepared for the new year, whether you’re looking to simplify your technology, connect your Hybrid Workforce, or thinking about Faster Broadband, Online Collaboration, Disaster Recovery, Cloud, or Managed Voice Services.

Not familiar with the latest innovations or apps?

We’ll get you up to speed so your business can connect more easily and become more productive than ever.

Schedule your 2025 planning session with TCI today. Call (703) 321-3030 or info@tcicomm.com.

 

Simple Cybersecurity Tips from CISA to Protect Your Business

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The Cybersecurity and Infrastructure Security Agency (CISA) recommends businesses keep it simple and focus on these four critical actions now:

  • Teach Employees to Avoid Phishing – Phishing happens when criminals trick employees into opening malicious attachments or sharing personal info. Implement training to teach employees how to identify and report suspicious activity.
  • Require Strong Passwords – This is one of the easiest ways to protect your business from criminals who might otherwise access your accounts by guessing or using automated hacking programs.
  • Require Multifactor Authentication – Use more than a password when signing into accounts, such as a texted code, authenticator app or biometrics – to make them much safer than a password alone! MFA protects accounts by requiring additional authentication to prevent access by others.
  • Update Business Software – Defects in software, routers, VPNs and apps can give criminals an opening to your accounts. Software manufacturers publish patches, but you must install them to be protected! Don’t use outdated software. Keep business software up to date.

Need help with your UC or Voice communications security? Contact TCI today at (703) 321-3030 or info@tcicomm.com.

 

Game-Changing Ways AI Contact Centers Enhance Customer Service

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In today’s fast-paced business world, customer service holds unprecedented significance. With customer expectations rising, delivering prompt and personalized service has become crucial in retaining a loyal customer base and staying competitive.

That’s where contact center solutions step in, playing a vital role in helping businesses of all sizes elevate their customer service and support standards. However, with ever-expanding customer demands, contact center solutions must evolve to keep pace. Enter AI – the game-changer.

AI-powered contact center solutions are revolutionizing how businesses interact with their customers, enabling faster and more personalized service than ever before. Integrating AI into contact centers has several key benefits, highlighting how this innovative technology transforms customer experiences and adapts to the hybrid work environment. Let’s explore them…

1. Automating Repetitive Tasks for Empowering Human Agents

One of the standout advantages of AI-powered contact center solutions is their ability to automate repetitive tasks, such as call routing and answering frequently asked questions. By delegating these mundane responsibilities to AI, human agents can shift their focus to handling more complex tasks that demand empathy and problem-solving skills. This synergistic collaboration empowers agents to excel in their roles while elevating the overall quality of customer interactions.

2. Support through AI-Powered Chatbots

With AI-driven chatbots taking center stage, businesses can offer round-the-clock customer support. This ensures that customers can obtain assistance whenever required, regardless of the time zone or operational hours. Such continuous support boosts customer satisfaction and fosters a sense of reliability and dependability that customers appreciate.

3. Personalized Service through Data Analysis

AI-driven algorithms can anticipate customer needs by analyzing past interactions and providing tailored recommendations or solutions. This personalized approach significantly enhances the customer experience, increasing loyalty and retention rates. By harnessing the power of AI, businesses can forge deeper connections with their customers and better address their unique preferences and requirements.

4. Boosting Efficiency and Data-Driven Decisions

AI-driven contact center solutions streamline operations by automating repetitive tasks and offering real-time insights into customer behavior. With improved efficiency, businesses can operate more smoothly and make data-driven decisions that enhance overall performance and customer satisfaction.

5. Enhancing Hybrid Work Models with AI-Powered Contact Centers

The rise of hybrid work models, where employees split their time between remote and in-office work, has reshaped how businesses approach customer service. As nearly seven in 10 US workers now prefer the flexibility of hybrid work, contact centers must adapt to these new dynamics. AI-powered contact center solutions are perfectly positioned to facilitate this transition, ensuring that employees can deliver top-tier customer service regardless of location.

6. Seamless Integration Across Hybrid Work Environments

AI-powered contact center solutions can integrate seamlessly with modern Unified Communications (UC) systems, enabling a consistent experience across different work environments. Whether employees are in the office or working remotely, AI can help maintain a high standard of service by providing tools that are accessible from anywhere. This includes AI-driven call routing, which ensures that calls are directed to the most suitable agents regardless of their physical location, and AI-powered analytics that offer insights into performance across different work settings.

7. Boosting Employee Productivity and Experience in Hybrid Settings

AI’s role extends beyond just improving customer service; it also enhances the employee experience in hybrid models. For example, AI-driven Natural Language Processing (NLP) tools can assist remote workers by transcribing meetings, summarizing action items, and even translating conversations in real-time. This ensures that all team members have equal access to crucial information regardless of where they work, leading to more effective communication and collaboration.

8. Anticipating Trends and Customer Preferences

AI’s prowess lies in its ability to analyze vast amounts of data, identify patterns, and predict future customer behavior. By staying ahead of the curve, businesses can proactively respond to emerging trends and changing customer preferences. This predictive capability becomes a potent tool in tailoring services to meet customer needs even before they articulate them.

9. Driving Continuous Improvement through Customer Feedback Analysis

Another crucial aspect of AI-powered contact center solutions is their capability to analyze and leverage customer feedback. Through sentiment analysis and feedback categorization, businesses can gain valuable insights into customer pain points and areas that require improvement. This data-driven feedback loop allows companies to continually enhance their services, showing customers that their opinions are valued and making them feel more connected to the brand.

10. Enhanced Security and Fraud Detection

AI-powered contact center solutions also play a pivotal role in enhancing security and fraud detection. By analyzing customer interactions in real-time, AI can identify potential security threats and detect fraudulent activities more effectively. This proactive approach safeguards customers’ sensitive information and strengthens their trust in the brand.

11. Intelligent Call Routing for Improved Customer Experience

AI-powered contact center solutions enhance call routing by intelligently directing inquiries to the most suitable agents based on various factors, including the nature of the query, the agent’s expertise, and the customer’s interaction history. This precision in call routing ensures that customers are connected with the right agents quickly, reducing wait times and enhancing the overall customer experience. By efficiently matching customer needs with agent skills, businesses can resolve issues more effectively and boost customer satisfaction.

Embrace the AI-Powered Future

AI is revolutionizing contact center solutions in multifaceted ways. By embracing AI-powered contact center solutions, businesses can deliver faster, more personalized service and remain competitive in today’s dynamic business landscape. In a world where customer service reigns supreme, AI presents the key to unlocking unparalleled success and customer loyalty. The time to harness AI’s transformative potential is now.

Ready to take your contact center to the next level? Contact us today: (703) 321-3030 or info@tcicomm.com.

 

Zoom & Mitel Announce AI Hybrid Communications & Collaboration Solution

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A big announcement from Zoom and Mitel is putting the spotlight on their upcoming hybrid service bringing together best-of-both-worlds collaboration, advanced AI and voice capabilities.

Press Release here

Their unified communications and collaboration (UCC) solution combines the versatility of Zoom’s cloud-delivered services with the customer control of Mitel’s privately hosted and on-premises solutions.

Together, Zoom and Mitel will deliver security and control for your mission-critical communications, integrated with seamless collaboration that can improve your business continuity posture and boost your team’s productivity.

Taking Hybrid Experience to the Next Level

Zoom Workplace and Mitel’s Common Communication Framework support deep integration with your most valued business and vertical applications. Get the most out of your communication solutions with application integrations for your frontline and knowledge workers.

Business Continuity and Resiliency

Enjoy peace of mind knowing you have outstanding security protecting your best-in-class meeting experience. Seamlessly access Zoom Phone and Workplace, while taking advantage of your existing Mitel investments. Leverage the latest technologies with the Powerful Zoom AI Companion.

Deeply Integrated Workspace Meeting Experience

Enjoy a fully embedded, feature-rich UC and mobile app experience with no add-ons or plug-ins. You can use Zoom Phone with embedded support for Mitel’s Business platforms – deployed on-premises or hosted in the cloud.

If your organization needs a way to bring Zoom and Mitel together, let’s get the conversation started. Contact us at (703) 321-3030 or info@tcicomm.com.

 

Take Your CU to the Next Level and Amaze Your Members with the Latest Communication Solutions

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TCI and Mitel customize Financial Services solutions that deliver amazing digital experiences for both your valued members and your staff…

Check out how this can work for your CU – Video 2:50 minutes

Local Credit Unions Trust TCI

Regardless of where your employees work (branch, head office, contact center, home) and which department they work in (Accounts, Loans, Investments, Cards, Mobile/Online, Services), TCI has the desk phones, mobile devices, voice/messaging/video apps, contact center solutions, compliance recording tools, and emergency notification applications they need to be effective, productive, and engaged.

Elevate Customer Satisfaction to New Heights

Our suite of customer experience management and workforce optimization solutions can provide your clients with automated self-service as well as personalized, human-assisted services that increase Customer Satisfaction scores by removing friction from the customer experience.

Digital Transformation on Your Terms

  • Retain and Attract Members – TCI’s omnichannel CX solutions improve First-Contact Resolution (FCR), Customer Satisfaction (CSAT), and Net Promoter Scores (NPS) by improving the digital experience. Members can interact with you on their preferred channel (phone, email, SMS, Web chat, Virtual Assistant, social media, etc.) in both self-service and human-assisted service modes.
  • Increase Profitability – Steer routine customer interactions to low-cost, AI-powered, self-service virtual assistants and allow human agents to deliver more personalized client care. Reduce operating costs and improve margins with flexible deployment and payment options from TCI that allow you to choose the most cost-effective UC service option for your credit union.
  • Integration – Regardless of where you are on your digital transformation journey, TCI and Mitel’s Financial Services Solutions’ open APIs allow you to integrate seamlessly with your FinTech partners through an extensive Developer Program for custom applications and integrations. You can improve identity management with speech biometrics, mitigate fraud risk with speech analytics, and more.

Flexible, Reliable, and Easy to Use

  • Phone Systems – Take advantage of an exceptionally feature-rich unified communications platform that can be deployed on-premises, in the private/public cloud, or in a hybrid model with desk phones and soft phone options for employees working in the main office, branches, contact center, or remotely from home.
  • Contact Centers – Get everything you need to operate a world-class customer experience center including built-in workflow designer, speech IVR, AI-powered voice/chatbots and agent assist, historical reporting, and real-time dashboards.
  • Workforce Optimization – Empower your employees with interaction recording, quality management, coaching and learning, speech analytics, and workforce management solutions that are proven to increase both the efficiency of your organization and the quality of your customer experience.

Our team of experts is ready to help you design, deploy and support a customized solution that’s right for your credit union. Contact us today: (703) 321-3030 or info@tcicomm.com.

 

3 Ways to Transform Your Contact Center Customer Experience

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Contact centers play an essential role in enhancing customer experience (CX). They have the power to transform dissatisfied clients into cheerleaders, collect valuable data, and improve your organization’s overall reputation.

Utilizing an omnichannel contact center platform powered with the right technology can significantly enhance CX, optimize workflows, and increase profitability.

Here are three strategies to maximize the impact of your contact center operations on your business:

1. Optimize Channel Shift

Many companies are moving away from traditional phone support and embracing digital channels like chatbots and mobile apps to save costs. However, this strategy doesn’t work for everyone. To find the best communication channels, it’s important to understand your customers’ demographics and preferences. For example:

  • Older clients may prefer phone support.
  • Younger audiences might like self-service options.

As artificial intelligence (AI) continues to advance, it’s expected that by 2025, 80% of customer service organizations will use generative AI to improve productivity and customer satisfaction. That said, technology should always meet customer needs. Live agents will always be needed for handling more complex inquiries.

2. Eliminate Departmental Silos

Key executives, such as the COO, CMO and CTO, need to work together to ensure the contact center supports the company’s overall goals. For example, if the marketing team launches a new campaign, the contact center should be updated and engaged to provide consistent messaging to customers.

Additionally, contact center representatives can share valuable insights that help shape marketing strategies. This collaboration enables decision makers to tailor promotions and improve customer interactions.

3. Leverage Technology

To succeed in a competitive market, organizations need to stay current with new technology solutions. By adding features like AI chatbots and analytics, businesses can personalize customer interactions. You can also measure performance with metrics such as net promoter scores (NPS) and customer satisfaction (CSAT).

Effective contact center operations can convert complaints into loyalty and drive bigger profits. Businesses of all sizes can benefit from tailored contact center solutions to improve their customer experience.

Learn how TCI can help modernize your contact center: (703) 321-3030 or info@tcicomm.com.

 

Making Hybrid Work Successful with the Latest UC Capabilities

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A recent survey shows that nearly 7 in 10 workers prefer the option of a hybrid work model, meaning companies that are laser-focused on the Return-To-Work movement without flexibility are losing out on top talent. Navigating this shifting work dynamic can be challenging, but today’s workplaces must evolve to meet the demands of the modern workforce.

An organization’s UC technology can play an important role in this evolution. Modern UC solutions go well beyond voice telephony and, by incorporating omnichannel communication and emerging technologies like AI, are smart investments that allow employers and employees to stay ahead of the curve. When implemented wisely, they can streamline day-to-day operations and make the hybrid work model seamless without compromising the experience and effectiveness of employees.

4 Challenges in Migrating to a Hybrid Work Model

1.   One of the biggest challenges organizations often face when embracing hybrid work is finding the proper way to ensure navigation across a mix of collaboration apps and tools. This has usually meant looking at public cloud deployments. However, that isn’t the only option and, in many cases, may not be the best approach.

2.   Market research by Frost & Sullivan shows that by 2027, more than three-quarters of organizations will be operating hybrid (a blend of cloud and premises-based) telephony environments. That can mean collaboration and conferencing in the public cloud, telephony, and vertical solutions on-premises or in hosted or private clouds. While not all workloads can be migrated to the cloud, TCI can help you find a customized mix that will work for your specific needs to ensure seamless interoperability between specific tools, simplifying daily work for your employees.

3.   Another challenge for the hybrid working model is that remote workers often feel disconnected in these environments. Business leaders can leverage technology to bring remote and in-person teams closer together. The right communication solutions can provide a consistent experience that serves your entire workforce.

4.   You’ll also need to look closer at how your teams handle the security of business data and define processes for protecting communication privacy for individuals. Compliance can be a concern in regulated industries like finance, government and healthcare, so you’ll want to ensure your tools comply with applicable regulations. TCI offers a range of compliant solutions.

Tech Solutions: 5G, AI, Communication Tools

Get up to speed on new technologies that can impact hybrid work and the ability to work from anywhere. To retain top talent, get familiar with the advantages of technologies like 5G, AI, and new communication tools to make hybrid work successful in your organization.

  • 5G offers enhanced mobility at faster speeds with low latency. This, coupled with support for IoT devices such as a paramedic’s radio, location sensors on hospital equipment and patient monitoring devices, make it an excellent investment for those looking to explore the hybrid world.
  • Of course, AI is already being embraced across industries as it streamlines and automates routine processes and helps workers communicate. Natural Language Processing (NLP), a machine learning technology, can help with meeting transcription, translation, and summarization to streamline the development of post-meeting materials such as action items and meeting minutes. NLP can also improve video conferencing, document sharing, and more.
  • Different communication tools such as team workspaces, collaboration platforms, desktop sharing, specialized vertical devices, and instant messages help keep distributed teams connected. Look for communications technology that offers a single experience across multiple devices, so it is easy for employees to switch between work environments without any hassle.

Creating a Seamless Transition

With the continued normalization of hybrid work, there will be a growing emphasis on the interoperability of UC systems. It will be crucial for all workers to have access to technology that works in tandem with their in-office tools so they can work anytime, anywhere. This is especially true for verticals like healthcare and hospitality. For example, bedside infotainment terminals in hospitals can allow patients to communicate directly with nurses and doctors, even if they are off-site. AI virtual assistants can help during and after a call to recap decisions, follow up on action items, and summarize results.

Other critical capabilities for hybrid workers involve equalizing the remote user experience in meetings with the team in an office conference space. This can be achieved by bringing immersive experience capabilities to conference calls, including augmented reality and AI-supported meeting moderation, to increase meeting effectiveness and remote user engagement.

The Power of Next-Gen UC Solutions

In today’s hybrid work environment, having the right UC solutions makes all the difference. With features that offer integration with other technologies like office suites, project management, and CRM (Customer Relationship Management) platforms, modern UC solutions aided by AI and immersive experience tech are set to revolutionize how we work.

By investing in such solutions, you can catalyze more efficient work and foster seamless connections between employees and employers, ultimately reducing stress and boosting productivity and engagement.

Contact your local TCI team today to learn how to engage and empower your hybrid workforce with today’s UC technology: (703) 321-3030 or info@tcicomm.com.