Major shifts in customer expectations have brought new challenges to the way your business delivers its Customer Experience.

From small, simple call centers to the largest, most sophisticated contact centers, CTS offers Mitel services that are flexible enough to tackle any customer engagement challenge and grow with you as your customer sales, service and support needs evolve.

Today, 90% of consumers check your website before interacting with your company, and many customers would rather interact through digital channels like web chat, SMS, chatbots and social media.

Give your clients the freedom to interact with you on their preferred device, using the media that works best for them, while giving your agents and supervisors the tools to manage today’s omnichannel customer journeys.

Mitel’s Contact Center portfolio, implemented and locally supported by CTS, delivers everything your business needs to empower customers to engage with you on their terms - while optimizing your workforce.

Let’s get started… Contact us today: 800.787.4848 or jnolte@ctsmd.us.

Organizations in many industries are faced with legal, industry and service-level compliance guidelines that require them to record their phone conversations.

Social media and online feedback channels allow your customers to rapidly spread the word of an experience with your business, good or bad. The stakes can be high, and companies can find themselves exposed to negative financial consequences and blemishes against their reputation. From a training perspective, call recording helps to pinpoint the root cause of performance issues so they can be corrected.

Individual employee conduct can have a sweeping impact on the overall success of any size organization. An employee who demonstrates unethical behavior or a disregard for compliance policies may slip under the radar, their activities going unnoticed by management until extensive damage has already been done. Using voice recordings, organizations now have a means of auditing employee activity to ensure they are conducting themselves ethically and professionally.

Sometimes misunderstandings can arise between businesses and their customers. Call recording can safeguard reputations and protect a business against unwarranted claims of wrongdoing. A documented record can help to mitigate or completely avoid costly legal action. With a voice-documentation system in place, businesses have authentic recordings of customer interactions, which can easily be retrieved and played back to resolve disputes.

Call recording also enables improved collaboration. While first-call resolution is an important objective in most call center environments, additional follow-up is sometimes required to ensure that customers get accurate information. This often means obtaining input from subject matter experts outside the call center walls. A voice-documentation solution allows employees to share specific call segments, along with text-based notes. They can send out a request for help to colleagues throughout the organization.

Software that works in conjunction with your phone system makes tracking down the important part of a call easy. Key elements of conversations are automatically tagged during recording. This “metadata” allows users to easily search and navigate to a desired call recording using a process called dynamic filtering.

Improve your business performance and meet regulatory compliance requirements with Mitel Call Recording solutions implemented by CTS. Contact us today at 800.787.4848 or jnolte@ctsmd.us.

What are the core collaboration capabilities you need to conquer the challenges of hybrid work?

CTS has 35+ years of communications and collaboration capabilities under our belt, so we know what will give customers the greatest return on their collaboration investment today. Here’s our take on five fundamentals that every company embracing hybrid work will need:

Presence-aware, one-to-one messaging is the heart of collaboration, enabling most of today’s business communications. In this era of ever-increasing customer expectations, allowing the contact center agent to know when an expert colleague is available is critical to solving the next customer issue. A simple messaging app like Mitel’s MiCollab provides the foundation for company-wide 1:1 messaging.

For many years, the sales reps who have driven corporate revenue worked partially in the office, at home, on the road, and sometimes in their customer’s or partner’s location. Whether you’re in sales or not, the tested and proven combination of video, collaboration tools, and calling via ring groups ensures your communications will find you wherever you are.

We have all learned how to join a video call and most people have a good handle on numerous video application capabilities. One of the best business productivity accelerators is to start an ad hoc outreach with a simple message to a fellow employee: “you there?” and follow an affirmative response with an instantaneous, highly immersive video meeting with one click. To broaden the discussion, easily add additional team members with a quick directory search and invite them to join the ad hoc video meeting room.

Keeping track of team members, comments, meeting notes, documents shared, and previous meetings are fundamental for continued progress in any team. Having a common workspace where this team collaboration can come together – either by voice or video – is a real advantage. Apps like MiTeam Meetings provide this foundation for sound decision-making and faster business progress.

While the use of video collaboration and soft clients is pervasive in the current business climate, in times of failure, the desk phone serves several key purposes. Fundamentally, it drives continuity of critical communications when things go wrong. Local survivable and robust communications allow for calling when advanced collaboration tools aren’t always available.

CTS can cover the core collaboration capabilities you need to serve all your employees, and you can deploy them as you want, when you want. We’re ready to help. Contact us today at 800.787.4848 or jnolte@ctsmd.us.

Now you can simplify managing your multi-site phone systems. Replace your mix of vendors and outdated phone systems with Cloud Voice services supported by your local partner, CTS.

Cloud Voice services are highly reliable and scalable. They’re ideal for deploying and managing all-in-one Voice, UC and collaboration capabilities across every location in your enterprise.

Cloud communications isn’t an all-or-nothing endeavor. We support several deployment models depending on your business’s unique situation, and you can shift from one approach to another over time. Best of all… our team handles all the migration and project details for you.

With Cloud Voice, your users can work together and access team apps from their mobile devices and laptops. Designed for today’s on-the-go workforce, your work will no longer be a location but an activity that can be tackled anywhere.

It’s easy to get started. Cloud Voice service eliminates the upfront costs of investing in an expensive on-site system. A low monthly price connects you to a flexible selection of desktop phones, call control features, mobile apps, and outstanding local support delivered by CTS.

When you combine business communications, mobility and the cloud, borders disappear, barriers collapse, costs drop, and productivity soars.

Let’s talk about how CTS can centralize and simplify your enterprise communications. Contact us today at 800.787.4848 or jnolte@ctsmd.us.

CTS has 35+ years of experience designing, building and maintaining flexible infrastructure to support our customers’ voice, data, video, security and multimedia systems.

Whether you need to connect a new building, renovate a space, or bring more mobility to your business, CTS has the experience and expertise to deliver your projects on time and within budget.

Whether you need to connect a new building, renovate a space or bring more mobility to your business, CTS has the experience and expertise to deliver your cable and wireless projects on time and within budget.

Learn more about our network infrastructure solutions. Contact us today at 800.787.4848 or jnolte@ctsmd.us.

Tell us about it... Just mention, "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.