Tech News, Trends & Tips
 Innovative, Single-Source Voice & IT Solutions
Serving the DC Region for 39+ Years

Connect with us
(703) 321-3030
A Message from the CEO…
In this issue, we describe how four technologies – used routinely at the enterprise level – can now be leveraged by small and mid-sized businesses to help equalize the playing field. You’ll learn how…

  • SD-WAN network services lower your costs and add flexibility to your dynamic business. We'll manage the deployment for you… or offer it to you "as a Service." 

  • Using Contract Center Metrics and analytics can boost the Customer Experience. 

  • Wi-Fi as a Service simplifies managing and expanding your High-speed Office Mobility infrastructure to keep up with you and your people.

  • Chatbots are helping Small & Mid-sized Firms compete with Big Businesses. 

Contact me today to discuss how these technologies can be put to work for your business and help you win the game. 

Tom Cornbrooks, President and CEO
703-321-3030 |  cornbrookst@tcicomm.com .

Future-proof your data network with SD-WAN to lower costs and add flexibility... We're ready to manage your deployment or support "as a Service"

Software-Defined Wide Area Network (SD-WAN) technology allows you to do more with your network. Paired with high speed connections and Wireless backups, SD-WAN can help overcome the bandwidth, scalability, complexity and cost concerns common with legacy network services. 

The WAN struggle is real

Branch sites have never demanded as much bandwidth as they do today with global business traffic and SaaS application usage both soaring. This results in legacy business WAN links, such as MPLS, rapidly exceeding the capacity for which they were originally designed.

With a software-defined network you can take advantage of broadband and fiber links to significantly save on WAN costs and deliver the desired level of performance you need for critical cloud applications like Voice, Data and Video. 

SD-WAN is ideal for multi-site deployments, offering lower operational costs and improved resource usage. The technology also enables service providers to offer the highest level of performance without sacrificing security or data privacy. Here are some of the ways your business can benefit from SD-WAN…

  • Optimize performance – Features like a scalable pipeline and intelligent path selection can improve network performance enterprise-wide. 

  • Increase throughput & reliability – Application-aware routing protocols let your network adjust to demands in network traffic. 

  • Save time and travel – Handle tasks like pushing policies to branch locations and launching new sites remotely from a central location. 

  • Reduce costs – With intelligent software substituting for hardware functionality, you can save as expensive hardware options are consolidated or phased out. 

  • Track the performance – of critical web applications travelling through VPN tunnels or directly through the public Internet 

  • Easily identify and pinpoint – the cause of poor application performance - LAN, WAN, or server

SD-WAN adoption can be a gradual process… There’s no need to sacrifice existing investments in traditional networking infrastructure. No matter what kind of network solutions you may have in place now, TCI can help you select from the best providers and manage your SD-WAN deployment to make your hybrid WAN easier to implement and operate.

Let’s talk about how SD-WAN can improve the way you connect your business. Contact TCI today at (703) 321-3030 or info@tcicomm.com .

Using Contact Center Metrics to boost Customer Experience in the Real World
No surprise... Your customers want personalized service and consistent answers when they speak with multiple reps in your business. Further, they don't want to wait on hold or repeat themselves when transferred. Here’s how three organizations are leveraging the Cloud today to benefit their customers… 

  • A Medical Supply Company, which serves its market with 45 agents, gains actionable insight into call center operations. By monitoring system performance in real time, managers can identify heavy call-volume periods, so staff can be allocated in ways that keep wait times to a minimum. Historical reporting reveals patterns so managers can determine if they need additional staff at certain locations or during specific days or times.

  • A Non-Profit that provides temporary assistance to those struggling to pay their energy bills can now move representatives from one queue to another based on call volume. That reduces wait times for customers during peak hours. Call monitoring allows managers to review calls for quality and service levels, improving training and accountability. Call recording comes in handy when a customer and agent have different recollections of a conversation, allowing any miscommunication to be resolved quickly.

  • A Government Contractor implements a nationwide energy efficiency program with a new always-on cloud contact center, allowing 24/7 support to be offered to customers. While remote access had been an issue with the old system, now remote agents have seamless access from satellite offices. Improved call quality translates into fewer dropped calls, which makes customers happy. Real-time call handling metrics let managers analyze the level of service customers receive. Issues can be identified immediately and lay the foundation for future training sessions. 

New technology is providing the tools and insight you need to turn your call center into a well-oiled machine.

Let's talk about more practical ways a cloud contact center solution can help your business serve and support demanding customers... Contact us today at (703) 321-3030 or info@tcicomm.com .

Wi-Fi as a Service… TCI makes High-speed Office Mobility easy
TCI simplifies your life by helping you avoid the complexity of buying and managing your own Wi-Fi infrastructure. Rather than paying a big upfront capital expense, our Wi-Fi as a Service covers everything you need for an affordable monthly subscription… 

  • Wireless Site Surveys and Heat Mapping

  • Access Point Cabling

  • Wireless Security

  • Coverage, Signal Strength, Channel Testing, Data Throughput

  • Ongoing Management

Whether you want to add wireless to your office or light-up an entire campus, TCI will design, deploy and manage your Wi-Fi network to keep your business moving forward.

Let our experienced experts handle all the Wi-Fi implementation details for you. Contact us today: (703) 321-3030 or info@tcicomm.com .

Chatbots are helping Small & Mid-sized Firms compete with Big Businesses
Small and midsize businesses are regularly challenged to compete with enterprises that have deeper pockets, larger contact centers and more options to serve their customers.

By embracing chatbots, smaller firms can improve their Customer Experience and compete head-on with larger companies. Here’s how…

  • Basic question-and-answer functions. When customers start an online webchat they can get routine information such as overnight mailing addresses, product information, links to knowledgebases and physical location hours. Customers get their information faster - via their preferred device - and your business doesn’t need to rely on more costly employees to answer basic questions.

  • Addressing complex, customer-specific inquiries. These include looking up account balances, linking to extended warranty terms and scheduling service calls. The chatbot asks for information to confirm customer identity and then accesses the appropriate database, knowledgebase or apps to complete the request.

  • Delivering scripted information. By directing a customer to a chatbot, companies can ensure there is no human error that may result in potential industry compliance and regulatory liabilities.

  • Making recommendations. By asking customers a few questions, the chatbot can make product or service recommendations, thereby increasing sales. Further, analytics tools can track customer preferences and make proactive recommendations in the future.

  • Assisting human agents. Chatbots also can listen to conversations between agents and customers, offering real-time suggestions on upsell opportunities. Or, if a customer becomes upset, the chatbot can summon a supervisor to join the call.

Once trained and implemented, chatbots cost roughly 10% to 20% of a human agent, and leading AI platform vendors like Google, IBM, Amazon and Oracle are teaming up with contact center providers like Mitel to make chatbots even more intelligent.

Looking for more innovative ways to improve your customer service? Contact us today at (703) 321-3030 or info@tcicomm.com .

Need Support? Moving? Expanding?

24/7/365
Nationwide Support
(800) 824-1001
 
DC & Baltimore Metro 
Virginia, Maryland, DC
(703) 321-3030