In this issue, we discuss ways of empowering your teams by exploiting Cloud, AI, and UC technologies in a variety of work environments to improve productivity and customer outcomes. Along the way, we highlight solutions from TCI, Mitel, and Microsoft that elevate personal and organizational performance.

• We lay out the business case for TCI Host Cloud Voice. DC region enterprises want communications services that adapt to their unique needs. Our hybrid, cloud, and on-premises deployment options allow you to modernize at your own pace, add resilience, and scale as your organization grows.

• We delve into Mitel CX, the next-generation, AI-powered contact center platform designed to transform how you engage with your customers and empower your agents.

• Seamless and secure communication is not just a convenience—it’s a necessity. We discuss Mitel’s Critical Communication Portfolio, a robust suite of solutions designed to ensure operational continuity, minimize risks, and accelerate response times during mission-critical moments.

• While Microsoft Teams excels at supporting teamwork, many organizations still require robust, enterprise-grade voice communications to keep operations running smoothly. That’s where your local TCI team, in partnership with Mitel, steps in to elevate your Microsoft Teams experience. We’ve got all the details.

• Now you can visualize and boost your team’s performance with Workforce Optimization Solutions from Mitel. These solutions rely on data and analytic insights to improve operational efficiencies, reduce costs, and increase worker productivity. We’ll explore the advantages of optimizing your workforce for better customer outcomes.

Explore new ways to improve your customer experience and beat the competition. Let’s talk about aligning your technology with your business objectives.

Tom Cornbrooks, President (703) 321-3030 cornbrookst@tcicomm.com





Why DC-Region Decision-Makers Connect Their Organizations with TCI Host Cloud Voice Service

Communications built for the real world of work—secure, resilient, and ready for constant change.

In the Washington, DC region, decision makers are turning to TCI Host Cloud Voice—a customized, Mitel-powered service deployed by TCI—to transform how their organizations communicate, collaborate, and thrive. Here’s why TCI Host Cloud Voice stands out as the communications solution of choice for forward-thinking enterprises across the DC metro area.

Built for Real-World Demands

TCI Host Cloud Voice is designed to move with your teams, supporting productivity whether employees are in the office, remote, or on the go. The platform delivers secure, specialized, and workflow-ready tools that empower your staff to connect and collaborate seamlessly—no matter where work happens.

Security and Resilience at the Core

Security and business continuity are non-negotiable, especially in sectors like government, education, healthcare, and financial services. TCI Host Cloud Voice leverages Mitel’s proven, enterprise-grade security architecture, ensuring your communications remain protected and compliant. With TCI Host, you gain the confidence that your sensitive data and conversations are shielded from evolving threats, supporting both regulatory requirements and internal controls.

Flexible Solutions for Every Industry

From educational institutions prioritizing student safety and hybrid learning, to healthcare providers demanding HIPAA-compliant communications, to financial firms balancing regulatory compliance with customer service—TCI Host Cloud Voice adapts to your unique needs. Our hybrid, cloud, and on-premises deployment options allow you to modernize at your own pace, extend the value of existing investments, and scale as your organization grows.

Hybrid Communication: Strategic, Not Just Technical

Enterprises aren’t choosing hybrid solutions for simplicity—they’re doing it to balance legacy investments, support diverse communication needs, and modernize on their own terms. TCI Host Cloud Voice enables you to:

• Enhance collaboration across teams and locations

• Strengthen data control and security

• Scale consistently across platforms

• Unlock advanced features without overspending

• Maximize investment protection while transitioning to the cloud

Deployment Flexibility and Local Expertise

TCI Communications brings four decades of regional expertise to every deployment, ensuring your organization’s unique requirements are met with tailored solutions. Whether you need a private, public, or hybrid cloud approach, TCI’s local team delivers minimal disruption and maximum impact, allowing you to adopt new technology at your own pace and focus internal resources on strategic initiatives.

Empowering the Modern Workforce

With TCI Host Cloud Voice, your teams and customers are equipped with the right tools to connect, collaborate, and succeed. The platform supports:

• Unified communications: voice, video, chat, and screen sharing

• Mobile-first experiences for productivity anywhere

• Easy integration with existing workflows and applications

• End-to-end managed services for ongoing support

Trusted by Leading Organizations

Leading DC-area enterprises across industries trust customized UCaaS solutions deployed and supported by TCI for their reliability and flexibility—all backed by our commitment to helping you achieve your business outcomes.

Choose TCI Host Cloud Voice—where security, flexibility, and local expertise meet to propel your organization forward. Contact TCI today at (703) 321-3030 or GetHelp@tcicomm.com.





Reimagine Your Customer Experience with Mitel CX, the All-in-One, AI-Assisted Contact Center Solution 

Exceptional customer experience (CX) is no longer a competitive advantage—it's an absolute necessity. As customer expectations rise and digital channels proliferate, contact centers are under pressure to deliver seamless, personalized, and efficient service at every touchpoint. Enter Mitel CX, the next-generation, AI-powered contact center platform designed to transform how you engage with your customers and empower your agents.

All-in-One, Omnichannel Platform

Mitel CX unifies voice, chat, SMS, email, video, and social messaging into a single, fully integrated platform. This all-in-one approach eliminates the headaches of juggling multiple vendor solutions, streamlining operations, and reducing costs. Agents and supervisors benefit from a single-pane-of-glass interface, boosting engagement and enabling faster, more accurate responses.

AI-Powered Automation and Insights

At the heart of Mitel CX is Generative AI. Virtual agents automate up to 90% of routine inquiries, freeing your human agents to focus on complex, high-value interactions. AI-powered tools provide real-time guidance, suggested responses, and automatic translations, helping agents resolve issues on the first contact and in the customer’s preferred language. Supervisors gain access to powerful analytics and dashboards, with actionable insights to continually improve performance and customer satisfaction.

Customizable and Secure Deployment

Whether you operate in highly regulated industries or require flexibility, Mitel CX offers deployment options that fit your needs: on-premises, private cloud, or SaaS. Prebuilt integrations and open APIs ensure seamless connectivity with your existing IT stack, while giving you full control over data security and compliance—critical for organizations with strict privacy requirements.

Tailored for Your Business, Designed for Growth

Mitel CX’s intuitive workflow and chatbot builder allow you to design your customer journeys without specialized coding skills. The platform scales easily to support organizations of all sizes, from midsize businesses to large enterprises with complex needs.

Work with TCI to Transform Your CX

TCI brings deep expertise in contact center technology and customer experience transformation. Our team of professionals will guide you from assessment and design to deployment and ongoing support, ensuring your organization leverages the full power of Mitel CX to drive loyalty, efficiency, and growth.

Ready to reimagine your customer experience? 

Let’s talk about your business and discover how Mitel CX can elevate your contact center to new heights. Contact TCI today at (703) 321-3030 or GetHelp@tcicomm.com.





When there’s no room for communication gaps

Our region has more than its fair share of organizations and businesses with high-stakes missions and responsibilities, where seamless and secure communication is not just a convenience—it’s a necessity. 

When it comes to protecting what counts, TCI delivers Mitel’s advanced mission-critical solutions—all backed with expert local guidance and tailored implementation.

For organizations where every second counts, Mitel’s Critical Communication Portfolio offers a robust suite of solutions designed to ensure operational continuity, minimize risks, and accelerate response times during mission-critical moments.

Why Mission-Critical Communications Matter

Whether in healthcare, government, finance, or transportation, communication failures can have severe consequences. Together, TCI and Mitel support environments where disruption is not an option. Our solutions empower teams to know earlier and respond faster by delivering the right information to the right people at precisely the right time, enabling precision decision-making and safeguarding operational integrity.

A Hardened Foundation for Diverse Needs

Mitel’s mission-critical systems use a common, hardened communication foundation that supports a wide array of your front-end requirements. This approach minimizes downtime and ensures communications remain uncompromised, even under the most unpredictable circumstances.

Tailored Solutions for High-Stakes Industries

• Revolution: A mass notification system designed for campuses and industrial complexes to ensure safety and rapid awareness during emergencies.

• OpenScape Xpert: A JITC-certified, multi-line communications platform ideal for time-sensitive operations such as financial trading, energy markets, and public safety dispatch.

• Critical Event Management (CEM): Powered by Everbridge, this platform integrates risk intelligence, location tracking, and incident response to help organizations prepare for, respond to, and recover from critical events.

• OpenScape Alarm Response: Automates detection and resolution workflows, critical for healthcare alerts or factory equipment failures.

• Virtual Care Collaboration Service: Enhances healthcare delivery with secure, AI-powered virtual consultations that improve patient outcomes.

• OpenScape HiMed: Delivers performance and productivity enhancements at the point of care in healthcare settings.

In an era where communication is the backbone of safety, security, and efficiency, don’t leave your mission-critical communications to chance. 

TCI understands the unique challenges faced by high-stakes environments and can help your organization deploy and manage these resilient communication systems to maintain operational excellence and compliance.

Let’s meet and discuss how TCI and Mitel’s portfolio can protect your organization’s most vital operations. Contact TCI today (703) 321-3030 or GetHelp@tcicomm.com.

Empower your organization to collaborate better, communicate clearly, and connect faster—right from Microsoft Teams.

Microsoft Teams has become a cornerstone in many organizations for collaboration—uniting chat, video, and document sharing into a single platform. 

But while Teams excels at teamwork, many organizations still require robust, enterprise-grade voice communications to keep operations running smoothly. 

That’s where your local TCI team, in partnership with Mitel, steps in to elevate your Microsoft Teams experience.

Why integrate Microsoft Teams with your Mitel solutions?

TCI empowers businesses to retain their existing telephony investments while seamlessly embedding powerful voice capabilities directly within the Teams interface. This means your staff can make and receive calls, access call history, and manage voicemail—all without leaving the Teams environment or purchasing costly Microsoft Phone System licenses.

Maximize Your Existing Assets

TCI helps you leverage your current Mitel devices and softphones, ensuring a smooth transition without the need to replace hardware or disrupt workflows. This integration supports advanced telephony features like call routing and hunt groups, enhancing call management without additional licensing fees.

Seamless, Unified Collaboration

With Mitel’s Direct Routing, your Teams users benefit from embedded softphone experiences and real-time presence synchronization—meaning colleagues can see when someone is on a call, improving responsiveness and reducing missed connections. Plus, Mitel’s solutions integrate with other popular third-party video platforms such as Zoom, offering even greater flexibility in how your teams communicate.

We Bring Everything Together

 TCI provides expert guidance, deployment, and ongoing support tailored to the unique needs of DC area businesses. Whether you’re managing hybrid workforces or complex contact center operations, TCI ensures your Microsoft Teams environment is enhanced with enterprise-grade voice capabilities that drive productivity and customer satisfaction.

Next Steps

If your organization relies on Microsoft Teams for collaboration, integrating Mitel’s voice solutions is the smart way to unlock superior communication performance—without the complexity or cost of switching platforms. 

Ready to transform your Teams experience? Contact our team today at (703) 321-3030 or GetHelp@tcicomm.com.



Visualize and Boost Your Team’s Performance with Workforce Optimization Solutions

Workforce Optimization relies on data and analytic insights to improve operational efficiencies, reduce costs, and increase worker productivity. These solutions focus on business areas that “touch” the customer, like contact centers. 

Empower your employees and strengthen your organization: 

• Optimize Resources – Ensure that you have the right number of agents with the right skills, in the right place, at the right time.

• Elevate the Employee Experience - Empower employees with tools to measure and manage their performance while giving them a mobile app to check their work schedules, view messages, make shift trades, request vacation, state preferences, and add overtime availability.

• Improve Performance - Efficiently distribute interactions and work across channels through combined skills and schedule-based routing to boost efficiency and service levels while reducing costs associated with undesired overtime and employee turnover.

• Enhance the Customer Experience - By capturing the “voice-of-the-customer” and analyzing interactions, you can spot opportunities to nurture happy, skilled employees who are motivated to deliver an exceptional customer experience.

• Mitigate Risks - Automatically detect potential cases of fraud, minimize liability risk, and ensure regulatory compliance by documenting client transactions. Protect agents by giving them the power to record calls at any point during the conversation. Verify whether calls adhere to regulatory requirements such as MiFID II, Dodd-Frank Act, and PCI DSS.

• GenerativeAI - Drive deeper business insights using GenAI data analytics, gain a deeper understanding of customer interactions at the click of a button, leverage smooth data transfer to Mitel’s AI engine, transcribe in 100+ languages, and visualize insights with powerful dashboards and reports.

Mitel Workforce Optimization solutions encompass a broad range of tools and applications:

Interaction Recording - Every organization that engages with customers, clients, partners, or suppliers stands to gain from greater insight into the interactions that shape their everyday operations. Mitel Interaction Recording is a software application that seamlessly captures, organizes, plays, and shares voice and screen recordings, helping managers: 

• Leverage GenAI functions with Interaction Recording Insights AI

• Find ways to improve customer experiences

• Optimize internal operations

• Identify and share proven sales techniques

• Ensure regulatory compliance

Workforce Management - Fluctuating call volumes, expanded media types, high turnover, performance gaps, and employee proficiencies are just a few of the obstacles your business encounters on a daily basis. Mitel Workforce Management (WFM) is a software application that’s engineered to help organizations of all sizes lower costs and gain customer insights while becoming more efficient in day-to-day operations. Put your employees in the right place at the right time in a manner that promotes business growth and provides a more balanced workload, lowers attrition rates, and raises schedule adherence.

Quality Management - Leverage intelligent monitoring and reporting features for a complete view of customer satisfaction and agent effectiveness that supports quality management: 

• Create unique interaction evaluation templates according to different team focuses and topics

• Filter and evaluate customer interactions

• Analyze evaluations

• Visualize results

• Identify coaching opportunities

Take Action

To help organizations find the right solution for their business, TCI offers Workforce Optimization solutions with a wide range of choices in how you buy, deploy, and manage them.

Mitel Workforce Optimization solutions can be purchased as a perpetual license or a monthly subscription, and we can bundle tools such as interaction recording, quality management, and analytics in unique packages.

You also have the choice in how you deploy Mitel Workforce Optimization solutions, whether on your premises, in your private cloud, or in the public cloud managed by you or with added support.

Optimize your workforce for better customer outcomes. Get started with TCI today—call (703) 321-3030 or GetHelp@tcicomm.com.