Take Your Customer Experience (CX) to the Next Level with AI-powered RingCentral Solutions

AI is transforming contact centers from cost centers into strategic hubs that boost revenue, customer loyalty, and efficiency. 

When deployed and supported with a trusted local partner like CTS, RingCentral’s AI-powered tools provide business leaders with faster insights, happier customers, and more productive teams.

Why AI for Contact Centers

• Turn every interaction into data you can act on with real-time transcription, analytics, and automated summaries.

• Improve first-contact resolution with AI Agent Assist that surfaces the right answers and workflows while your agents are talking or chatting.

• Use AI-driven quality management and coaching insights to raise performance across your entire team.

What RingCentral AI Delivers

• Omnichannel engagement across voice, chat, email, and SMS so customers never have to repeat themselves.

• AI Receptionist and intelligent routing to ensure every caller quickly reaches the best resource.

• Prebuilt CRM integrations and 99.99% uptime to speed deployment and keep your operation resilient.

Why Partner with CTS

CTS is your local RingCentral Gold Partner with 40+ years of experience connecting Mid-Atlantic organizations. Our experts design, deploy, and support RingCentral contact centers so your team can focus on customers instead of technology.

Schedule your 2026 contact center review and planning session. Contact CTS today at 800.878.4848 or jnolte@ctsmd.us.

The Best of Zoom + Mitel - Why Hybrid UC Makes Sense 

Verizon Retires Legacy Lines - Act Now to Protect Your Communications

PRI, T1, and POTS Services Are Ending - Don’t Wait for a Disruption

Verizon has begun phasing out its legacy phone services - including PRI, Digital T1, and analog POTS lines - shifting fully to IP-based services. This change impacts thousands of businesses, schools, and government agencies still dependent on traditional TDM networks. Failing to act now could lead to unexpected outages and soaring costs.

What’s Changing:

• No new orders for PRI, T1, or POTS 

• Phased service withdrawals began on November 1, 2025

• Prices are rising sharply - some organizations report bills doubling overnight

Why Early Migration Matters:

• Legacy lines are outdated, costly, and vulnerable to failures.

• IP-based services deliver secure, scalable, and flexible communications.

• Acting now prevents price shocks and downtime from forced cutoffs.

Secure Your Transition Today

CTS helps businesses of all sizes migrate smoothly to services that fit their operations and budget. Our experts design and implement end-to-end systems that keep your organization connected, protected, and ready for what’s next.

Don’t wait until you’re disconnected - reach out today! Contact CTS at 800.787.4848 or jnolte@ctsmd.us.

5 Smart Reasons to Document Your Business Calls

Call recording isn’t just about compliance.

It’s common practice in many highly regulated industries like healthcare and finance to capture and archive calls. For many businesses, it’s about improving service and making smarter decisions.

The Business Case for Voice Documentation

• Stronger Customer Service - Recordings help identify performance issues and refine training, turning negative experiences into opportunities for improvement.

• Reliable Employee Training - Monitoring calls enables ethical oversight and targeted coaching - before issues escalate or damage your brand.

• Proof When It Matters - Disputes happen. Voice documentation provides an accurate record to prevent or resolve costly misunderstandings.

• Faster Collaboration - Share call clips and notes internally so teams can quickly provide accurate follow-ups and resolve customer issues efficiently.

• Quick Access to Insights - Advanced tools tag key moments within calls, allowing fast search, filtering, and playback for quality assurance or audits.

A secure call recording solution protects your business, builds customer trust, and drives better results - all while staying compliant and productive. Contact CTS at 800.787.4848 or jnolte@ctsmd.us.

Despite Best Efforts, Phishing Continues to Set the Hook

Despite record spending on email security and awareness training, phishing is getting smarter, faster, and harder for small and midsize businesses (SMBs) to spot. Attackers now combine generative AI, brand impersonation, and multi-channel lures (email plus collaboration tools or SMS) to trick even savvy users into clicking, paying, or sharing credentials.

Why phishing won’t go away

Small and mid-sized businesses sit in a “sweet spot” for attackers: they hold valuable customer, payment, and cloud-account data but rarely have enterprise-level security teams or 24/7 monitoring. Generative AI has lowered the barrier to entry, helping criminals craft polished messages, realistic deepfake voices, and convincing look‑alike login pages at scale.

Brand spoofing and business email compromise are surging, with criminals imitating tools SMBs use daily - Microsoft 365, Google Workspace, and collaboration platforms.

What Business & IT Leaders can do

• Make phishing resilience a priority and stay current on attack trends.

• Run continuous, bite-sized security awareness and simulated phishing campaigns focused on realistic lures like invoices and vendor updates.

• Tighten payment processes with call-back verification for bank changes and dual approval for high‑value payments.

• Implement layered controls: secure email gateways, multifactor authentication everywhere, conditional access, and strong password and patching policies.

• Prepare for the “inevitable click” with an incident playbook, rapid isolation steps, and external security partners on standby.

Beyond a laser focus on phishing threats, businesses also need to ensure their communication services stay secure and compliant.

CTS provides specialized RingCentral UC services to help your business stay resilient against emerging threats. Stay connected and stay protected. 

Contact CTS today at 800.878.4848 or jnolte@ctsmd.us.

Put a little extra under your tree with $250 CTS Referral Cash!

Know someone who is looking for a new AI-enabled phone system? Grappling with a Hybrid workforce? Is moving their office? A friend who needs faster broadband or Wi-Fi? A business partner who wants to add Sound Masking to their space?

Tell us about it... Just mention the "Newsletter Referral Program" when you contact us – we'll take care of the rest. CTS rewards you with $250 when we get their business. And there's no paperwork hassle or hoops to jump through.

Contact us with your sales tip at: 800.787.4848 or jnolte@ctsmd.us.

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