In this issue, we begin with a spotlight on Mitel’s bank and credit union communications tools. Then we cover how TCI's infrastructure service will simplify your IT environment, explore Mitel’s new on-prem SMB platform, discuss the evolving electronic office, and wrap up with an update on RingCentral's cloud voice security.

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.

(703) 321-3030 | cornbrookst@tcicomm.com.

The two digital transformation opportunities that promise the most significant impact for banks and credit unions are reinventing their contact centers and branch and office operations. We’ll focus on how banks can capitalize on each opportunity with Mitel Financial Services Solutions.

The role of a bank’s contact center is evolving from focusing on customer problem resolution to becoming a hub for comprehensive customer relationship management. For contact center managers, this transition requires that they meet new customer, management, and employee expectations.

Call centers must rise to these new expectations quickly without increasing staff. Thankfully, they can count on TCI’s local expertise and Mitel’s technology to help meet everyone’s expectations.

Mitel's MiContact Center Business is an omnichannel customer experience management platform that gives financial institutions the tools to deliver personalized service on a customer’s preferred channel, be it phone, email, SMS, Web chat, chat/voice bot, social media, etc.

Mitel Virtual Agent - a Google Cloud Contact Center AI-powered tool that works with MiContact Center Business - provides an informal chat or voice bot to act as a virtual agent, delivering services, promoting new products, and providing personalized customer experiences - all without human intervention.

Banks can also leverage Mitel’s self-service Interactive Voice Response (IVR) system with their contact center with optional speech recognition that helps identify the customer’s intent, segment, authenticate, and route customers to the best agents to handle the request. Customers searching for simple information can find it by chatting with the virtual agent without speaking to live agents.

Integrating virtual assistants like PolyAI with Mitel’s MiContact Center Business personalizes the service, reduces call volumes, lowers call abandonment rates, and allows agents to dedicate their time to helping customers with more complex requests.

When you’re accountable for customer relationship management, context is everything. The better you understand a customer, the better you can meet their needs.

That’s why Mitel Contact Center and unified communications solutions integrate seamlessly with CRM solutions like Salesforce, Microsoft Dynamics 365, Zendesk, ServiceNow, Freshdesk, Oracle, and SAP. While speaking to customers, agents can access CRM intelligence to understand their history, preferences, and buying behaviors. In addition, Mitel integrations with solutions like Jack Henry and Bankerv provide agents with CRM intelligence via screen pops that include member details, contact history, and recommended responses.

These CRM and digital banking integrations drive improvements in agent productivity and contact center metrics in two ways:

Mitel’s MiContact Center Business supports customer-based routing to empower agent success further. If specific agents are better suited to handling certain customers and issues, customer-based routing automatically routes a caller to the agent best equipped to serve them.

And by providing every agent with Mitel’s MiVoice Business and collaboration tools, they can efficiently bring additional expertise to resolve complex issues. Agents can quickly search for available experts and collaborate with them in real-time via phone, messaging, or video. And if they need to transfer the customer to that expert, they can do so with the click of a button.

Schedule time with TCI’s local experts to learn how Mitel Financial Services Solutions can help your contact center thrive in the digital age, improve your bottom line, and adhere to security, compliance, and fraud mitigation requirements. Contact us today: (703) 321-3030 or GetHelp@tcicomm.com.

Contact us today: (703) 321-3030 or GetHelp@tcicomm.com.

The new MiVoice SMB solution is ideal for customers that want Enterprise-level features in a small business package for up to 150 users.

Now your small business can access enterprise-class messaging, collaboration, and contact center capabilities with the new SMB controller - which can be deployed on-premises or hosted in the cloud.

Contact us today: (703) 321-3030 or GetHelp@tcicomm.com.

Millennials and Generation Z, born from the early 1980s to early 2010s, now represent a significant proportion of the workplace. These generations have grown up in a world where the internet, smart devices and instant connectivity are ubiquitous. They expect the same simple, connected communication platforms at work as they’ve been used to in other areas of their lives.

The frequency and preference of communication channels vary depending on the generation. Millennials, for example, often avoid face-to-face interactions in the workplace, with 55% preferring online messaging software and 28% choosing email to communicate. And for Gen Z, frequency is critical. Over 65% say they need regular feedback from their line manager to stay in their job. For business leaders and IT teams, it means finding a simple way to accommodate these diverse preferences to ensure maximum productivity and inclusion.

These changes have brought an influx of applications and communication channels, which can negatively impact productivity. Using disparate systems will slow down a business. When systems aren’t compatible, transferring data and knowledge from one program to another or person to another can be arduous. And for IT teams, staying on top of management and training to use the systems takes even longer.

Plus, employees are less than impressed with the daunting number of channels. Almost a quarter of IT professionals have found that the communication options available can overwhelm staff. It also makes tracking information harder and more time-consuming, forcing a long search across platforms to see the details needed. The solution is simple: implement one easy-to-use tool.

Today’s IT departments are under more pressure than ever. From the growing demands of the workforce to disparate systems, the current day-to-day workload is complex and time-consuming. TCI recommends exploring a solution that unifies communication into one platform across the whole business - simplifying life for your IT teams and the workforce.

TCI offers unified communications and collaboration solutions that support IT teams. We give you the power to choose which systems to make available and how to roll them out. Our flexible approach lets you choose on-prem, cloud, or hybrid, when to upgrade, and which systems to make available to which employees. We’ll work with you to uncover your unique business requirements before tailoring a solution to meet them.

Contact us today: (703) 321-3030 or GetHelp@tcicomm.com.

During the turmoil of the last few years, businesses of all sizes scrambled to put in place flexible communications and collaboration tools to enable their employees to work from their homes or office. Many pieced together several applications for video conferencing, messaging, and telephony without considering the importance of a holistic security strategy.

Security is essential for UCaaS which spans the cloud provider hosting facility, network infrastructure, applications, and customer business processes. This affords IT departments peace of mind and enables them to focus on core business requirements rather than spending time creating and enforcing security policies across the UCaaS environment.

Maintaining customers’ trust in their data handling practices, demonstrating respect for data privacy, and arming customers with dynamic admin controls are top priorities at RingCentral and TCI.

The foundation of RingCentral MVP’s best-in-class security is its secure cloud platform with end-to-end encryption and a robust portfolio of security and compliance certifications.

RingCentral MVP offers compliance with global privacy laws and frameworks such as GDPR and HIPAA, stringent information security protection, and privacy and compliance controls to safeguard your business. Compliance with various industry regulatory standards includes STIR / SHAKEN, Kari’s Law, RAY BAUM’s Act, FINRA, HITRUST, and PCI.

The RingCentral MVP platform also puts a comprehensive set of administrative controls across video, message, and phone systems at your fingertips. You can require meeting attendees to authenticate, limit who can enable screen sharing, and require waiting rooms for your users to approve attendees who can join meetings.

For existing Mitel cloud communications customers, our partnership with RingCentral makes upgrading to the leading UCaaS platform a convenient, cost-effective, and secure business decision.

Arrange a meeting with our Cloud Voice Experts to discuss security and start your upgrade to the cloud. We’ll help you at each step of your journey to RingCentral MVP. Contact us today: (703) 321-3030 or GetHelp@tcicomm.com.