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A Message from the President…
Communication technology continues to evolve at a brisk pace. Innovations are transforming how even the smallest businesses get the job done – they’re making decisions faster than ever and reaching more clients - all while cutting costs. Along the way, employees are empowered to work anywhere and have better tools to serve customers on that critical, first contact. This month we spotlight some of the technologies that can make all this happen for you…

  • First though, check out the good news that Mitel awarded members of our team with a trip to the 2019 World Series! 

  • Then, we delve into some of the benefits that can accrue to your business with AI – specifically, how Mitel and Google have teamed up to transform your Contact Center, and how AI can help you gain insight into customer behavior so you can deliver better customer experience.

  • Want the ability to communicate anywhere, any time, on any device? You can with TCI’s Customized Cloud Voice… We’ll show you how. 

  • We’ll show you how your small business can sound like a big player with IP DECT phones that combine office mobility with cost-effective, flexible communications.

  • With 2020 fast approaching, we discuss the benefits of a TCI Customer Business Review so you can assess where you are and plan for the year ahead.

Contact me today to schedule your Customer Business Review and let’s discuss how the latest technologies can benefit your organization in 2020.
 
Tom Cornbrooks, President
703-321-3030 |  cornbrookst@tcicomm.com .

Go Nats! Go World Champions! TCI hits Q3 Mitel Home Run to win World Series Trip…

When Mitel announced their Third Quarter sales contest this year, our team stepped up to the plate and TCI was awarded with a fantastic trip to the World Series between the Washington Nationals and Houston Astros.

We had a very successful summer, including Mitel’s largest Customer Contact Center sale! Rich, TCI’s Operations Manager, represented the TCI team in Houston for Games 1 and 2. Back home in DC, Heidi was our designated hitter for Game 5.  

Congratulations to our entire team for your outstanding performance. Thank you for your decades of commitment and professionalism in serving our customers!
 
Ready to hit a grand slam with Mitel solutions? Contact TCI, your trusted, local partner today at (703) 321-3030 or info@tcicomm.com .

How Real-world AI is transforming the fast-paced world of Contact Centers
Thanks to Hollywood, it’s easy for many people to think of artificial intelligence as a sentient, self-learning technology that inevitably runs amok with the intent of wiping out humanity. This makes for fun movies, but what about the practical applications of AI in the real, business world? 

AI enables a computer or application to perform tasks commonly done by human beings - such as carry on conversations, discover meaning, and generalize or learn from past experiences. So, it should come as no surprise that AI is becoming a valuable tool in Contact Centers where such tasks have traditionally been carried out by human Agents to assist customers.

With more businesses looking to leverage AI’s capabilities, Mitel has partnered with tech leaders like Google to deliver AI-driven improvements across their core contact center solutions... 

AI-enabled Chatbots accelerate Implementation

With a traditional chatbot, a contact center team is responsible for predicting what their customers are going to ask, and painstakingly scripting each interaction. With AI in the mix, the customer is connected directly to your company’s knowledge base, simplifying and shifting chatbot implementation time from months to days.

Natural Language Processing enables Virtual Agents

Using natural language processing, an intelligent customer experience solution understands what your customers are saying, chatting or texting - without requiring specific phrasing - and a virtual agent responds in real-time - whether a human agent is available or not.
 
Whenever the virtual agent reaches a question or situation it cannot handle, it can involve a human Agent in the conversation and feed its conversation details directly to that Agent.  
 
Machine Learning improves the Customer Experience

Leveraging machine learning, the AI solution will continue to observe the customer-agent interaction, suggesting relevant options or content to the Agent and monitoring which responses come to a successful conclusion. This real-time coaching from AI Agent Assist results in more accurate, more responsive follow ups and an improved customer experience.


This in-depth webinar will show you how AI provides valuable insight into customer behavior so your contact center can deliver the best customer experience every time.

Among the topics covered:

  • Utilize IVR and CRM data to intelligently route incoming calls, offer predictive recommendations and drive up first call resolution 

  • Save time and money by automating responses to common queries, improving resolution time and customer satisfaction (CSAT) scores 

  • Identify trends, monitor performance and unlock deep insights into agents and customers
 
 
This video overview shows how Google AI & Mitel technology...
 
  • Uses the virtual agent chatbot and AI analytics to respond to common customer issues

  • Stays with each call, SMS or chat to find the best information for each customer

  • Learns what works and what doesn’t to improve future customer interactions

  • Simplifies agent workflows with smart virtual agent assist 

New use cases will continue to emerge as the technology becomes more advanced. That means the definition of AI will continue to evolve, and you’ll want to keep pace to reap future business benefits.
 
Ready to improve your customer experience with real-world AI now? Contact TCI today: (703) 321-3030 or info@tcicomm.com .

TCI’s Customized Cloud Voice… Deployed Anywhere, Any Time, on Any Device
TCI specializes in industry-leading unified communication solutions for businesses of all sizes. And because we give you the option to run these powerful solutions on our hardware or on your servers through software, you can expand on your terms and your timing.
 
Select the best deployment model
  
Delivered from our VMware-enabled data center in Ashburn, VA, our TCI Advantage services offer the flexibility to deploy UC your way - Hosted, Premises, Hybrid, Virtualized, or as Unified Communications as a Service (UCaaS). When your needs change, we can change your deployment platform. 
 
Enjoy unequaled scalability and selection

Work from the office, home or road. Handle calls from the desk or mobile device of your choice. TCI can provide your phones, or you can source your own.
 
Choose the level of support you need

TCI can manage everything end-to-end or you can manage your own changes and only call us when you need help. Either way, easy online management and reporting is included. Choose your service plan - from traditional break-fix to fully managed.
 
Customize to fit your business needs

  • Full integration with Salesforce, Outlook and other CRM applications

  • Deploy a world class Contact Center with agents working from anywhere

  • Seamless office unified communication on a desktop, laptop or mobile phone – or all at once!

  • And much more...  

Mitel-powered... TCI-delivered
 
TCI’s business-class communication solutions can be deployed in any configuration, with tailored financing options to meet your budget requirements. TCI makes Voice easy - all for a budget-friendly monthly subscription.

Talk to our experts or schedule your demo. Contact us today at (703) 321-3030 or info@tcicomm.com .

How On-site, Wireless DECT Phones offer SMB’s Cost-effective VoIP & Flexible Communications
Smaller companies need mobility and flexibility. Employees have to be reachable by customers or colleagues from any location in the office or in the building. But your resources are stretched thin and you’re juggling a lot of balls. What should you do?
 
Going with VoIP DECT phones from TCI and Mitel provides an on-site wireless communications solution. Using a DECT mobile handset or headset, your people can transfer calls, set up conference calls, access the company directory, and more.

With one-touch speed dial everyone can communicate easily and quickly no matter where they are in the building. And because VoIP DECT phones use encrypted technology, you can be confident that all conversations are secure.

Quality, Security and Reach

Cell phones are great, but you can’t depend on them for a clear connection in every setting. With DECT mobile phones you get high-quality sound with no crackling or drop-offs. Both handsets and headsets include an ambient noise filter – essential when you’re calling from a busy environment. DECT’s use of encrypted wideband voice technology provides an extra layer of security to ensure conversations are confidential.

Ease of Use and Installation
 
VoIP DECT phones are intuitive with user-friendly features, applications and softkey prompts that will enable your people to manage calls with little or no training.

Systems are configurable via a web-based interface. A base station can support up to 20 cordless phones. The unit fits in a small enclosure that can be mounted on a wall or placed on or under a desk. You can expand the system by deploying additional base stations and add more lines without running more cable.

Although the phone’s range from the base station is 150 feet (50 meters), if you need a little more room you can simply add a repeater in another part of the building to boost the signal.

Everything You Need

Just because you’re a small business doesn’t mean you can’t have all the bells and whistles the big guys enjoy. For example, using VoIP DECT phones with a cloud communications solution, your people can access a company directory, transfer and forward calls, use call waiting and hold functions, and conduct conference calls.

When choosing a VoIP DECT phone, ease of use should be a priority. Look for features such as a color backlit handset, intuitive menus and navigation, and a speakerphone option. A long-lasting battery should be a requirement, so you don’t have to worry about recharging mid-day. 

If your small business is ready to sound like a big player, contact us today at (703) 321-3030 or info@tcicomm.com .

Tech Planning for 2020… Schedule your Customer Business Review now
Your annual TCI Customer Business Review is a valuable 60-minute session that provides our team with an opportunity to learn more about your business goals and needs, get feedback on our product roadmap, and share best practices with you.

One of our Customer Service Managers will be reaching out to you to schedule your review. While scheduling, please let us know if there are any specific topics you would like us to cover.

For you, it's an opportunity to:

  • Discuss your business plans for the next six months to two years, and how we can contribute toward meeting your objectives.

  • Review historical results and metrics.

  • Learn how to leverage new technologies, features and capabilities. 

For TCI, it is our goal to:

  • Build and maintain a strategic relationship with you, particularly if you are a new client.

  • Ensure you have the right solutions to achieve your business goals.

Get a running start and schedule now… Contact us today at (703) 321-3030 or info@tcicomm.com .

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