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What Does AI Have in Store for UC This Year?

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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

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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.
 

What to Look for in a Secure Senior Living Community or Hotel UC Solution

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Caregiving, Hospitality and Security go hand in hand… Every resident in a Senior Living Community has unique needs, just as the hospitality industry strives to offer personalized experiences to every guest.

No business can afford to lose the confidence of its customers, but lost confidence comes at an even higher cost when families have placed their loved ones in your care – and every hotel guest expects to be as secure as they are in their homes.

Yet the reality is that senior living communities and hospitality providers have a lot to focus on behind the scenes to deliver that level of security.

  • Cybersecurity efforts include preventing data breaches from outside the corporate network (including data stored in the cloud) and protecting residents and guests from man-in-the-middle attacks and other forms of phishing and espionage when using the property’s Wi-Fi network.
  • Then there is the physical security of residents and guests, which can be enhanced through digital keycards and IP-based security cameras.
  • Real-time security during emergencies is another critical consideration, involving everything from real-time text alerts to ensuring that 911 services work in every room or location.
  • Finally, there is the simple right to private communications, from encrypted voice calls to messages immediately erased when a guest checks out of a hotel.

What to Look for in a Senior Living or Hospitality UC Solution

While no single vendor can address all security touchpoints, it’s essential to partner with providers that are vigilant in bringing the latest security technologies and compliance requirements to bear on their solutions.

When you choose unified communications (UC) and voice solutions, whether a single phone or a complete UC platform, you should be assured that those solutions meet the most stringent security standards for your industry:

  • The best solutions meet the compliance requirements for both Kari’s Law, which mandates that every multi-line telephone system (MLTS) can easily make 911 calls from any phone, and the Ray Baum Act, which ensures that location information such as room number is passed on to emergency dispatchers during a 911 call.
  • During emergencies, a mass notification messaging solution supporting real-time alerts via multiple possible outlets (desktop messaging, email, text, billboard signage, paging, voice-activated loudspeakers, mobile or SIP-DECT) keeps residents, guests, and staff safe and informed.
  • Details matter… Most cyberattacks and data breaches are the results of little things that were overlooked, from outdated software to setting up weak security passwords.

Residents and guests deserve great accommodations and excellent service. If they don’t feel safe, they won’t be comfortable, and they may not return.

Learn how Mitel solutions can provide your residents, guests, and staff with a comfortable, secure communications experience. Contact TCI at (703) 321-3030 or GetHelp@tcicomm.com.
 

Attn. DC Region Financial Services Firms: Check Out the 2023 eGuide to Improve Client Experience and Grow with UC

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TCI Serves Leading Banks and Credit Unions Across the DC Region

Financial organizations must innovate to compete, which is why you need to plan ahead – and stay ahead – of emerging technology trends.

Today’s unified communications technology can help your bank or credit union stay on top of customer demand, achieve compliance objectives, and help differentiate your organization in the marketplace.

In this guide, we provide valuable insights into successful Customer Experience and Unified Communications strategies that will enable you to deliver greater connection, personalization, and convenience.

Learn about…

  • Transformational UC and Setting Up for Success
  • Analyzing Insights to Keep Pace with Customer Demands
  • Connection is the key to Successful CX and EX
  • Applying UC to Financial Services: The Benefits to Users and Customers
  • Omnichannel Communications: Faster Decisions and Better CX
  • Back-Office Processes That Deliver Front-End Service
  • 2023 and Beyond: The Future of UC in Finance
  • Protect Your Future with the Right UC Investment

eGuide: Powering the Digital Journey with Mitel Financial Services Solutions

Let’s talk about new ways to serve your customers and compete in a rapidly changing marketplace. Contact TCI at (703) 321-3030 or GetHelp@tcicomm.com.
 

Improve Your Technology Performance with High-Speed Cabling & Wireless Networks

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TCI has 40+ years of experience designing, building, and maintaining flexible cable and wireless infrastructures that support voice, data, video, security, and multimedia systems…

One-Stop-Shop for Cabling

  • Inside & Outside Cabling
  • Rack and Cabinet Layout, Design, Installation
  • Pathway and Conduit Design, Installation
  • Fiber Optic Design, Installation, Testing
  • Copper Design, Installation, Testing
  • CAD, Documentation, Labeling
  • Testing and Certification
  • Ongoing Support

And Wireless Solutions…

We extend your cable infrastructure with Secure Wi-Fi to allow your employees to work anywhere in your building or campus with convenient, worry-free access to the Internet or your local IT resources. Our Wireless team covers it all…

  • Wireless Site Surveys
  • Wireless Coverage RF Testing
  • Optimized Coverage Maps
  • Access Points | Placement and Cabling
  • Wireless Security
  • Testing and Certification

TCI Experts Manage All the Details

Whether you need to connect a new building, renovate a space, or bring more mobility to your business, TCI has the experience and expertise to deliver your cable and wireless projects on time and within budget.

Learn more about our network infrastructure solutions. Contact TCI at (703) 321-3030 or GetHelp@tcicomm.com.
 

TCI’s Popular Cloud, On-Site or Hybrid Voice Subscription Supports Customized Communications and Improves Customer Experience

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Acquiring an enterprise-level phone system typically requires a hefty CAPEX investment or lease. But now TCI offers a budget-friendly way to simplify your Communication and Collaboration needs as a predictable OPEX subscription.

Why Subscribe to TCI Hosted Voice?

  • Only pay for the number of users you have now – scale up and down as needed
  • The latest software/security updates are included
  • Deployment flexibility – You can choose the best arrangement for your needs: On-Prem, Private Cloud, or Public Cloud
  • Choose your calling, collaboration, video, and contact center user features and permissions
  • Make budgeting predictable and reduce your upfront costs

TCI deploys the precise mix of communication, collaboration, and contact center applications you need – without the big upfront price tag.

  • No need to combine tools from multiple vendors – TCI delivers an end-to-end on-site phone and unified communications solution from a single provider.
  • Mobile-first IP Desktop Phones – we support a range of devices with exceptional HD audio quality, one-touch Bluetooth pairing, and seamless integration with your mobile phone.
  • Flexible, Easy-to-Manage Platform – Web-Based Management ensures administrators can deploy a multi-site solution from their web browser.

For more details on TCI’s Hosted Voice subscription plans, contact us today: (703) 321-3030 or GetHelp@tcicomm.com.
 

Excellent Voice Quality is Critical for Hybrid Work

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In our current ‘work from anywhere’ world, a good chunk of the population has come to rely on smartphone apps and softphones to stay connected. This means delivering the best Voice Quality (VQ) possible has never been more critical.

For IT teams, guessing the VQ user experience can be like flying in the dark. You think it is ok, but do you know how users are actually experiencing their VQ? If a user complains about VQ, can you quickly determine the root cause? Can you measure the severity and impact of that poor quality?

3 Reasons why delivering good VQ in a hybrid work world can be challenging…

1. Inconsistent Technology – With some employees working from home and others in the office, there can be inconsistencies in the technology used for communication, including several different platforms and devices. Add apps and softphones to the mix, and gaining visibility into performance takes a lot of work.

2. Connectivity Issues – Remote workers may experience connectivity issues due to poor internet connections, leading to delays or dropped calls, which can affect the quality of the call. Finding workarounds to poor performance is very common and can include dropping videos, not sharing, and even resorting to a cell phone to complete a call.

3. Lack of Environmental Control – When employees are in different locations, it can be challenging to control their work environment. For example, they may need access to high-quality microphones or headsets in certain situations. In other cases, the environment can be a challenge, from a noisy open workplace to parents working from home with children or a remote worker trying to take a meeting in a crowded coffee shop.

The consequence of all these issues is poorer interaction and an opportunity lost to close a ticket or make a deal properly. VQ is not only about user satisfaction or comfort but also about user productivity and business efficiency and success.

You can take steps to mitigate these challenges and improve the hybrid work VQ experience with Mitel’s MPA Tools…

  • Mitel Performance Analytics (MPA) – This fault and performance management solution proactively monitors and manages your entire network. Its deep analytics can help answer any question that you might have about overall performance and VQ. It can also quickly identify VQ and network quality concerns before business-affecting outages arise.
  • Extended VQ Monitoring for Quick Troubleshooting – MPA includes deep VQ cause visualization capabilities that include VQ correlation graphs that quickly point you toward the root cause of a problem, allowing you to spot trends. Detailed reports help quickly identify and assess VQ. Reports demonstrate performance and help with forecasting, planning, and load balancing. MPA also delivers detailed information that can be easily shared with key stakeholders, including in-depth reporting for softphone VQ in MPA Plus.
  • MPA Plus – This tier ensures that mobile and desktop MiCollab softphone VQ are captured in MPA. This data is fully integrated into the existing MPA VQ analysis and reports. MiCollab Mobile Clients (Android, iOS) and MiCollab Desktop Client (Windows or MAC) are supported. MPA includes VQ cause visualization trunk traffic and MiCollab audio, web, and video (AWV) utilization reports to beef up capacity for better performance. These reports are easily downloaded and shared, and you can also see usage reports for AWV.

Download the Mitel MPA Brochure here

Take the guesswork out of determining the VQ user experience… Overcome performance challenges with Mitel’s MPA Tools. Contact TCI at (703) 321-3030 or GetHelp@tcicomm.com.