In this issue, we discuss some of the innovative ways we're helping different business sectors in the DC region improve their operations with new technologies and capabilities - all provided and supported by TCI…

Contact me today to discuss how TCI’s products and services can help your organization get more out of its technology investments – now and in the future.

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

For years, the focus of IT and telecom decision-makers has been on moving communications to the cloud. Many accepted the idea that all communications would eventually be handled as a cloud-based service.

However, the notion of a "cloud utopia" starts to break down when you consider the significant investments that many organizations have made in on-premises solutions. There's also a common perception that business communications are too important to relinquish total control.

As a business leader, you may be faced with the decision of whether to go all-in on the cloud or maintain an on-premises communications infrastructure. The good news is that there's a third option that can provide the best of both worlds: a hybrid approach.

A hybrid solution allows you to leverage the benefits of cloud-based communications while still retaining control and customization over your on-premises systems.

1. Innovate Today, Migrate Tomorrow - The key benefit of a hybrid approach is that you can deliver enhanced communications capabilities, like video conferencing, mobility, and team collaboration, from the cloud while retaining your existing on-premises platform for telephony services. This allows you to manage your growth by deploying new UC and contact center (CC) solutions in the cloud with a flexible, OpEx-based model, while still leveraging your previous on-premises investments for long-term ROI. Additionally, you can expand communications to frontline workers using a serverless, cloud-based approach that integrates with your on-premises UC system, providing a consistent user experience.

2. Different Needs, One Platform - As a business with diverse locations and user requirements, the challenge of going "all-in" on cloud or on-premises is accommodating the exceptions. A hybrid architecture allows you to tailor your communications solution to meet the specific needs of your organization. For example, you can keep telephony on-premises at locations that require it for regulatory reasons or internet redundancy, while deploying cloud-based UCaaS at smaller remote sites. This mix-and-match approach ensures you can meet the unique requirements of your multi-location business.

3. Everything Has Its Place - Unified communications is often a suite of loosely integrated applications, which creates an opportunity for a hybrid approach. You can continue to deploy mission-critical call control on-premises while moving less critical applications to the cloud. Additionally, you can integrate cloud-based UC services, such as mobility and collaboration with your on-premises telephony to optimize virtual team meetings, enable remote access, and even allow for programmable communications through cloud-based APIs.

A hybrid communications approach can provide the flexibility, scalability, and control you need to meet your evolving communications requirements. By leveraging the strengths of both cloud and on-premises solutions, you can innovate today while maintaining your existing investments for the long-term.

Connect with our UC experts to discover new ways to customize communications that will future-proof your enterprise. Contact TCI today at (703) 321-3030 or GetHelp@tcicomm.com.

Microsoft Teams is great for video meetings and sharing documents, but many business sectors still depend on customized telephony apps from third-parties.

Mitel offers tools and apps that seamlessly integrate Mitel’s enterprise-class telephony features with the MS Teams platform.

TCI and Mitel can help your organization improve teamwork in a hybrid world. Contact our Mitel + Teams experts today at (703) 321-3030 or GetHelp@tcicomm.com.

The healthcare industry has always been at the forefront of safeguarding sensitive patient information, a responsibility that has become even more crucial in the post-pandemic era. With the rapid shift to digital communication channels and telehealth services, adhering to communication compliance regulations is not just a legal obligation but a cornerstone of patient trust and safety.

We’ll explore why healthcare communication compliance is paramount today and how it shapes the industry's future.

The COVID-19 pandemic has accelerated the adoption of digital technologies in healthcare. Telehealth consultations, electronic health records, and digital patient portals are now commonplace. While these advancements improve accessibility and efficiency, they raise significant compliance concerns regarding data privacy and security.

To protect patient information, healthcare providers must ensure secure, encrypted channels for communication and adhere to standards like HIPAA. Secure patient identification processes and data encryption are critical to maintaining compliance.

Telehealth has emerged as a vital tool for providing healthcare remotely. However, this convenience also introduces complexities in maintaining communication compliance. Healthcare providers must ensure that their telehealth platforms comply with regulations, such as data encryption and secure patient identification processes.

New regulations are always on the horizon. For example, The Centers for Medicare and Medicaid Services (CMS) issued a final rule in response to address complaints of inappropriate marketing practices by Medicare Advantage organizations and Third-Party Marketing Organizations (TPMOs). The rule requires all TPMOs to adhere to all applicable laws, regulations, and CMS guidelines, including the requirements for conducting lead generation, marketing, selling, and enrollment activities with Medicare beneficiaries.

This meant that insurance companies and TPMOs, including healthcare agents and brokers, were now required to record all “marketing” calls with beneficiaries, including the enrollment process. This rule applies to both new and existing clients of the organization. The call recordings must then be stored HIPAA-compliant for at least 10 years – which almost certainly means higher operational costs for the affected companies. And that’s just one of the over 600 regulations that could potentially update their rules regularly, keeping every company’s compliance officers on their toes.

With emergent technologies and communication channels, educating healthcare staff on compliance is crucial. Regular training sessions about the latest compliance regulations and the proper handling of patient information can mitigate risks associated with data breaches and non-compliance.

Often, non-compliance leads to severe legal and financial consequences for healthcare organizations. From 2020 to 2022, the fines and penalties for violating HIPAA amounted to about $22 million. On top of that, the financial impact of ensuring data protection laws like HIPAA is also substantial, with the American Hospital Association reporting that the healthcare industry spends $39 billion every year on the administrative aspects of regulatory compliance.

So, how does one navigate this seemingly ever-changing landscape? The short answer is embracing technology as an ally. Leveraging technology can be a game-changer in ensuring compliance. Mitel Interaction Recording (MIR), powered by ASC Technologies, has tools that monitor communications and flag potential compliance issues that have been proven to help healthcare organizations remain compliant with healthcare standards and regulations. MIR is at the forefront of delivering the highest levels of compliance across several industries with features that include:

In the post-pandemic age, where digital communication in healthcare is more prevalent than ever, fulfilling communication compliance regulations is not just a regulatory requirement but a critical component of patient care.

Connect with a TCI expert to ensure your UC technology is protecting your patients and your organization. Contact TCI today at (703) 321-3030 or GetHelp@tcicomm.com.

TCI designs, deploys and supports the technologies you need to bring your entire senior living community together.

Connect your community with Mitel-powered communication features and built-in mobility, customized app integrations, professional cloud, on-prem and hybrid deployments, and 24/7 support.

Managing a complex communications infrastructure is no simple task. We handle the day-to-day details so you can focus on your strategic priorities.

TCI's customized technology and communications services keep your families and caregivers in touch, providing the peace of mind they deserve and expect.

Let’s talk about new ways to serve your Senior Living Community: Contact your local TCI experts at (703) 321-3030 or GetHelp@tcicomm.com.

Creating a customer-first culture is about more than just client interactions. You need to provide tools that allow every part of your business to flourish. With happy, effective staff using secure, efficient communications, your organization can deliver the enhanced services your customers expect.

It pays to invest in Customer Experience (CX), but there’s a lot that needs to be addressed behind the scenes. Inconsistent service levels, outdated security, siloed staff, and narrow channels of communication are just some of the issues that get in the way of delivering exceptional customer service.

For over 40+ years, TCI has empowered thousands of organizations to connect, collaborate and exceed customer expectations. Experience is why we partner with Mitel - a 50+ year global technology leader.

TCI brings practical expertise, having served local financial services firms for decades. We’ll bring that in-depth knowledge to your organization - adding value to your UC investment and helping unleash your organization’s full potential.

Let’s talk about improving your Customer Experience… Contact TCI today at (703) 321-3030 or GetHelp@tcicomm.com.