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

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Impress customers with all-in-one interaction management platforms that transform outdated voice-only call centers into omnichannel customer experience centers.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

7 Steps to Smarter Contact Center Coverage Scheduling

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Contact center managers are under a lot of pressure to deliver better results with fewer resources. Meanwhile, diminishing corporate budgets are forcing organizations to think of creative ways to compensate staff. These include pay-as-you-go arrangements in the form of zero-hour contracts, reduced and annualized working hours, and time off without pay.

How then can organizations achieve all-around contact center flexibility and cost savings in a way that satisfies staff, customers, and the business?

It comes down to leveraging the top 7 capabilities and benefits of today’s automated Workforce Management technology:

1. All-In-One, Easy-to-Use Solutions

The biggest barrier to embracing new technology is ease of use, or rather the lack of it. Fortunately, today’s fully automated solutions make light work of managing staff effectively – forecasting demand, creating schedules, developing accurate and insightful reports, and improving overall customer satisfaction. These automated tools make it easy and efficient to optimize workforce management.

2. Easy Access, Anytime, Anywhere

Agents can log in from home or on the go to check their schedules, see whom they are working with, and let their managers know when they are available. Managers and resource teams are able to build efficient schedules at any time and from anywhere for complete control of their call center scheduling operations.

3. Intelligent Resourcing

Using historical data, resource teams have the power to predict at the click of a button how many agents they will need, the skills they require, and who the right people are to fill those roles. They can even support a number of different shift patterns, including short shifts or split shifts, rather than employ a set number of people at set times of the day.

4. Flexible Planning On the Go

Key features provide much-needed flexibility. Real-time adherence monitors agent adherence to schedules. Automated alarms flag when schedules are in danger of being breached, and a real-time data feed – updated in seconds – enables fast decision-making.

Intra-day scheduling allows small changes during the day while considering unplanned agent absences and changes in customer demand. For example, managers can flexibly change break times and lunches or move people between skill groups, as well as front-office and back-office work. The changes may differ by only a few minutes, but those small changes can make the difference between meeting service levels during peak times and losing valuable calls.

5. Fit for the Future

The latest forecasting scheduling technology helps to right-size your contact center for the future. Running a series of “what if?” scenarios can predict staffing needs for regular seasonal fluctuations, upcoming marketing campaigns, and even the organization’s long-term business plan.

6. Self-Service

Self-service capabilities empower agents to trade shifts, voice their preferences for overtime shifts and request time off, increasing contact center flexibility and agent satisfaction. Plus, setting up auto-approvals means your staff doesn’t have to wait until the next day for an answer if management is not available.

7. Time and Cost Efficiencies

The automation provided by workforce optimization technology combines strategic planning with instant fine-tuning throughout the day to create a highly flexible contact center framework that keeps agents motivated, customers satisfied and CEOs happy.

Contact Center management continues to evolve. Ready to explore the latest innovations? Contact TCI experts today: (703) 321-3030 or GetHelp@tcicomm.com.

 

Why Workforce Management Solutions are Essential for Contact Centers and Your Business Profitability

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With growing demand for a consistent contact center experience regardless of channel – in combination with more complex customer requests – implementing and using a sophisticated Workforce Management (WFM) solution is essential for business profitability.

Whitepaper: What is Workforce Management – Download PDF

Improved Forecasting

Cutting-edge WFM solutions allow for tweaking and fine-tuning your forecasting process. Too high a forecast and agents are idle, as are the workstations – a waste of resources. Too low a forecast and customers get annoyed by long waiting times. Agents become overworked and drained, negatively impacting performance and absenteeism. Without accurate forecasting, your business runs the risk of losing customers, and acquiring new ones requires much more work and resources.

Overtime Savings

Another area that can be addressed by WFM is overtime. It’s easy to reason that a few minutes here and there can’t make much difference, but that number adds up quickly and significantly, affecting pay raises and performance bonuses in the long run. With WFM, thresholds can be set up to keep an eye on scheduled time and keep track of overtime, taking corrective measures if necessary. The solution also makes it easy to determine whether it makes more sense to add staff or plan for a few hours of overtime a week.

Leveraging Simulations

With WFM tools, you’ll be able to monitor, measure, and carry out simulations that test and evaluate a range of parameters to identify those that are essential to organizational performance. Should you invest more resources in making forecasting accuracy as close to perfect as possible OR will this result only if you succeed in improving scheduling that’s suffering from a dip in early morning peaks? Where should you act first for the best results at minimum cost?

Mitel WFM Product Overview Brochure – Download PDF

Talk with the TCI team about your contact center and WFM technology requirements to ensure customer and agent satisfaction while maintaining efficiency and profitability. Contact us today at (703) 321-3030 or info@tcicomm.com.