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Cloud Security: Your First Line of Defense Against a $4.45M Problem

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Enterprise cloud security concept showing secure data protection on a mobile device, supporting Kansas City businesses

The cloud has revolutionized business—but it’s also become the new frontline for cyberattacks. IT leaders aren’t just fighting downtime; they’re battling threats that could sideline their entire organization. Welcome to the high-stakes world of enterprise cloud security, where “good enough” isn’t enough.

What Is Enterprise Cloud Security, Really?

Enterprise cloud security is your digital fortress. It’s the tactical framework, battle-tested policies, and frontline controls protecting your business’s cloud infrastructure, sensitive data, and mission-critical applications from cyber threats. Whether you’re running voice services, managing customer data, or powering operations, cloud security is your insurance against chaos.

The Key Components of Enterprise Cloud Security

  • Identity and Access Management (IAM): Fortify your access points—no one gets in without clearance.

  • Data Encryption: Make your data unreadable to bad actors, whether it’s stationary or zipping across networks.

  • Threat Detection & Monitoring: Round-the-clock surveillance, because hackers don’t punch a time clock.

  • Compliance & Governance: Stay locked in with standards like HIPAA, PCI-DSS, or GDPR—or pay the price. For more on security frameworks, check out the NIST Cybersecurity Framework, a gold standard for building resilient cloud environments.

  • Disaster Recovery & Business Continuity: Resilience on standby to recover fast when disaster strikes.

Infographic showing common cloud computing security challenges including data privacy, unauthorized access, misconfiguration, and compliance risks for businesses in Kansas City.

Why SMBs & Mid-Market Companies Should Care

Here’s the brutal truth: small and mid-sized businesses are prime targets for cybercriminals. Hackers don’t just hunt the big fish; they go after businesses that they think are underprepared.

Ransomware attacks on SMBs surged by 37% in 2024, and IBM reports the average breach now costs businesses $4.45 million.

The cost of doing nothing? Financial loss, brand damage, regulatory nightmares, and—worst of all—loss of customer trust.

Common Challenges (And How to Beat Them)

  • Lack of Internal Expertise: No CISO? No problem. That’s where Towner and Intermedia bring in the cavalry.

  • Evolving Threats: Cybercriminals are relentless. Your defenses need to be dynamic, as outlined in Gartner’s 2024 Top Cybersecurity Trends.

  • Compliance Chaos: Juggling HIPAA, PCI-DSS, and other regulations isn’t a side hustle—it’s a full-time job.

  • Shadow IT: Rogue cloud services open dangerous backdoors.

Pro Tips for IT Leaders

  • Zero Trust isn’t optional—it’s your default mindset.

  • Audit third-party integrations regularly to catch weak links.

  • Invest in Security Information and Event Management (SIEM) tools to monitor threats in real time.

  • Educate your users. Cybersecurity is a team sport.

  • Document your incident response plan. If disaster strikes, you’ll be ready.

Diagram comparing private cloud used by a single company versus public cloud shared by multiple companies, highlighting enterprise cloud security models for Kansas City businesses.

Real-World Scenario

A Midwest manufacturing firm recently dodged a ransomware attack that could have cost them hundreds of thousands in downtime and lost production. Thanks to proactive monitoring, encryption protocols, and airtight disaster recovery planning (courtesy of trusted partners), they were back up and running within hours.

How Towner + Intermedia Fortify Your Cloud

We specialize in helping organizations across Kansas City and the Midwest secure their cloud environments with battle-tested, scalable solutions. Our partnership with Intermedia means you get access to world-class cloud security backed by a local team who knows your business.

The Cloud is Fast. So Are Hackers. Stay Ahead.

Ready to lock down your cloud, safeguard your operations, and sleep better at night?

The Cloud is Fast. So Are Hackers. Here’s How to Stay Ahead.

Don’t leave your cloud exposed to risk. Let’s bulletproof your cloud security today and give your team peace of mind.
Schedule Your Assessment

Frequently Asked Question

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Best Access Control in Kansas City: Secure Your Business with Smart VoIP & Cloud Solutions

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Verkada intercom system installed on a wooden wall for secure business access control in Kansas City.

Kansas City’s leading organizations – from hospitals and banks to government offices and corporate headquarters – are elevating their security with advanced access control systems. “Access control” isn’t just a buzzword; it’s a mission-critical priority for local enterprises seeking to protect people, property, and data.

Why Businesses in Kansas City Need Smarter Access Control (And How It Works)

When local business leaders search for access control in Kansas City, they’re typically looking for enterprise-grade security systems that are smart, scalable, and tailored to their business environment. In high-stakes industries, controlling building access isn’t optional – it’s essential for safety, compliance, and operational efficiency.

Key Benefits of Modern Access Control:

  • Restrict Access by Person, Area & Time: Grant or deny entry based on role, department, or schedule.

  • Eliminate Physical Keys: Cloud-based credentialing with instant access revocation.

  • Real-Time Alerts & Audit Trails: Every door event is logged for security audits.

  • Remote Management: Unlock doors, issue credentials, and monitor activity from anywhere.

  • Emergency Lockdown Features: Secure all doors instantly during security threats.

Kansas City enterprises need access control systems that integrate seamlessly with other security and operational technologies. This is where Towner Communications and Verkada’s cloud-based access control stand out.

Book a Free Access Control Demo in Kansas City – Limited Availability!

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How Verkada & VoIP Create the Most Secure Access Control System in Kansas City

One cutting-edge advantage that Towner brings to businesses is the integration of Verkada’s cloud-based access control with VoIP (Voice over IP) phone systems.

How Verkada Access Control and VoIP Integration Enhances Security:

  • Intercom Calls to VoIP Desk Phones & Mobile Devices: Answer door intercom calls from any device connected to your business phone system.

  • Remote Door Release & Video Verification: Unlock doors after verifying visitors via live video feed.

  • Multi-Device Ring & Backup Call Routing: Ensure door intercom calls never go unanswered.

  • Two-Way Video and Communication: Enhance security by enabling face-to-face verification.

  • Resilient SIP-Based Integration: Functions even if the internet is down, keeping security communications operational.

With Verkada’s cloud access control, businesses in Kansas City get a seamless, unified security experience that enhances both protection and efficiency.

Who Needs Access Control in Kansas City? 4 Industries That Can’t Afford to Ignore It

Kansas City businesses that rely heavily on security should consider upgrading to smart, integrated access control. Key industries include:

  • Healthcare (Hospitals & Clinics): Control access to restricted areas, secure patient data, and comply with HIPAA regulations.

  • Finance (Banks & Data Centers): Secure sensitive data centers and prevent unauthorized entry.

  • Government & Public Sector: Ensure compliance with security mandates and manage access across multiple municipal locations.

  • Large Corporate Offices & Campuses: Manage employee and visitor access efficiently across multiple buildings.

With a VoIP-integrated access control system, businesses in these industries can enhance security while improving operational efficiency.

Verkada’s cloud-based access control dashboard displaying real-time entry logs and security controls.

Get a Custom Security Plan – Talk to Our Experts Today!

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Why Towner is the #1 Access Control Provider in Kansas City

Kansas City has no shortage of security vendors, but Towner Communications stands out with:

  • Cloud-Based Access Control: Unlike legacy providers, Towner offers future-proof security with Verkada’s cloud platform.

  • IT & Telecom Expertise: We integrate access control with VoIP, HR systems, and security cameras for a seamless experience.

  • Local Support, Enterprise-Grade Service: As a Kansas City-based business, we provide 24/7 support and hands-on service.

  • Cost-Effective Solutions: We optimize pricing and features to fit your needs without unnecessary expenses.

Towner delivers a complete, modern security solution that outperforms traditional lock-and-key providers.

Get Your Free Access Control Demo & Secure Your Kansas City Business Now

Protecting your facility has never been easier. Book a free demo today to see Verkada’s access control in action and learn how Towner can tailor a security solution for your business.

Schedule a demo now – Let’s secure your business the smart way!

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A person using a smartwatch to unlock a secure office door using advanced access control technology.

Frequently Asked Questions About Access Control in Kansas City

Q: What is the best access control system for businesses in Kansas City?

A: Verkada’s cloud-based access control, delivered by Towner Communications, is the top choice for Kansas City businesses. It integrates with VoIP phone systems for seamless visitor management, remote monitoring, and instant door control.

Q: Can Verkada access control integrate with our current phone system?

A: Yes! Verkada’s system integrates with VoIP solutions, allowing your team to manage door intercoms and unlock doors directly from their desk phones, softphones, or Teams apps – even remotely.

Q: Does Towner provide support after installation?

A: Absolutely. Towner Communications offers 24/7 local support, training, and system optimization to ensure your access control system runs smoothly and grows with your business.

Q: How does access control improve business security?

A: Modern access control systems restrict unauthorized entry, provide real-time alerts, and create a detailed audit trail of who accessed your building and when. This reduces security risks, protects employees, and helps businesses meet compliance standards.

Q: What industries in Kansas City need access control the most?

A: Healthcare, financial institutions, government facilities, and large corporate campuses in Kansas City benefit the most from integrated access control to safeguard data, people, and assets.

Mini Case Study: How Towner Secured a Kansas City Healthcare Facility with Verkada Access Control

Best Access Control in Kansas City: Secure Your Business with Smart VoIP & Cloud Solutions
Best Access Control in Kansas City: Secure Your Business with Smart VoIP & Cloud Solutions

Client: A leading Kansas City healthcare provider with multiple clinic locations.
Industry: Healthcare
Challenge: The client needed to secure sensitive areas such as pharmacies, exam rooms, and administrative offices while enabling fast visitor access for patients and staff. Their old keycard system lacked remote access and audit tracking.

Solution Delivered:

Towner Communications deployed Verkada’s cloud-based access control system integrated with the healthcare provider’s existing VoIP platform. This allowed their security and admin teams to:

  • Manage access for over 100 employees across 3 locations from a single dashboard
  • Remotely unlock doors and respond to visitor intercom calls via their VoIP phones
  • Generate real-time security reports and audit logs for compliance
  • Implement emergency lockdown features to instantly secure all access points when needed

Results:

  • 30% increase in operational efficiency (less time managing keys and physical badges)
  • Enhanced HIPAA compliance through detailed access logs
  • Improved security response time via VoIP-connected intercoms
  • Positive feedback from staff on the ease of remote door management

Quote from client: “Towner helped us level up our security and gave us peace of mind. The ability to manage everything from our phones has been a game changer.” – Director of Facilities

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Kari’s Law Compliance: Ensure Your Business Meets 911 Regulations

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Kari’s Law Compliance: Ensure Your Business Meets 911 Regulations

What is Kari’s Law and Why It Matters for Your Business?

Imagine your employees dial 911 in an emergency, but the call never goes through. Fire, medical, or police assistance becomes critical in an instant—but a hidden phone system setting blocks the call from reaching emergency responders.

Would you be liable? Would your business face legal penalties? The answer is likely yes—and that’s why Kari’s Law exists.

Kari’s Law is a federal mandate ensuring that anyone using a multi-line telephone system (MLTS) can dial 911 directly, without needing to press an extra digit or prefix. Lawmakers enacted it to prevent tragedies caused by phone system restrictions and to improve emergency response times nationwide.

Failing to comply isn’t just risky—it’s illegal and can result in hefty fines and legal liability. In this guide, we’ll cover:

  • What Kari’s Law requires

  • Penalties for non-compliance

  • How it differs from RAY BAUM’s Act

  • How to ensure your business is compliant

Let’s break it down.

The History of Kari’s Law: A Tragic Case That Changed 911 Dialing

Kari’s Law was born out of a real-life tragedy. In 2013, an attacker brutally murdered Kari Hunt in a Texas hotel room. Her 9-year-old daughter tried calling 911 multiple times but couldn’t reach emergency services because the hotel’s phone system required dialing “9” first for an outside line.

Had the call gone through immediately, first responders may have arrived sooner—potentially changing the outcome.

This failure to connect led to the passage of Kari’s Law, ensuring that all phone systems allow direct 911 dialing without prefixes. Lawmakers signed the law into effect on February 16, 2018, requiring businesses nationwide to comply with MLTS system regulations.

Key Requirements of Kari’s Law

Direct 911 Dialing Without a Prefix

Your phone system must allow users to dial 911 directly—without pressing “9” or any other prefix.

Example:

  • Non-compliant: Dialing 9 + 911 to reach emergency services

  • Compliant: Dialing 911 connects immediately

Notify On-Site Personnel When Someone Dials 911

Businesses must alert a designated staff member (security, front desk, etc.) when someone dials 911. This ensures immediate internal awareness and faster response times.

Who Needs to Comply with Kari’s Law?

Any business or organization using multi-line telephone systems (MLTS) installed, manufactured, or upgraded after February 16, 2020, must comply. This includes:

  • Office buildings

  • Hotels and resorts

  • Hospitals and healthcare facilities

  • Schools and universities

  • Government buildings

  • Retail stores and malls

If you installed your system before 2020, you should upgrade for compliance, though it’s not legally required.

What Happens If You Violate Kari’s Law? (Penalties & Legal Risks)

Failing to comply with Kari’s Law isn’t just irresponsible—it carries legal and financial consequences.

Financial Penalties

The FCC (Federal Communications Commission) enforces Kari’s Law, and violations can result in:

  • Fines of up to $10,000 per violation

  • Additional fines of $500 per day for continued non-compliance

Legal Liability

If a 911 call fails due to non-compliance and results in harm, injury, or death, your business may face:

  • Lawsuits from victims or their families

  • Regulatory penalties from federal and state agencies

  • Permanent reputational damage

Kari’s Law Compliance: Ensure Your Business Meets 911 Regulations

Data Behind the Importance of Kari’s Law

According to the National Emergency Number Association (NENA):

  • People place over 240 million 911 calls annually in the U.S.

  • In 2021, the FCC fined businesses over $100,000 collectively for violations of Kari’s Law and RAY BAUM’s Act compliance.

  • Non-compliance can lead to critical delays, affecting emergency response time and potentially resulting in loss of life.

When an emergency occurs, businesses cannot afford non-compliance. Ensuring your phone system meets Kari’s Law requirements can save lives and prevent financial and legal consequences.

How Kari’s Law Relates to RAY BAUM’s Act

Kari’s Law ensures direct 911 dialing, but it works hand-in-hand with RAY BAUM’s Act, which requires businesses to provide location data when calling 911.

What’s the Difference?

Kari’s Law
Requirement: Direct 911 dialing and on-site notifications
Who It Affects: All businesses with MLTS
RAY BAUM’s Act
Requirement: Precise location information (floor, suite, building)
Who It Affects: Multi-location businesses

Why This Matters for Businesses

Emergency responders need precise location details to reach the right place quickly. Without compliance, a 911 call may only provide the building address but not the specific floor, suite, or room number, delaying response time.

How to Ensure Full Compliance

  • Configure your MLTS system to support direct 911 dialing.

  • Set up on-site emergency notifications for internal awareness.

  • Ensure your system transmits accurate location data in accordance with RAY BAUM’s Act.

  • Conduct regular compliance audits to prevent costly violations.

Kari’s Law Compliance – Frequently Asked Questions

  • When was Kari’s Law passed, and what does it cover?

    Kari’s Law was signed into law on February 16, 2018. It mandates that all multi-line telephone systems (MLTS) must allow direct dialing to 911 without requiring additional prefixes and that businesses provide on-site emergency notifications when a 911 call is made. This law applies to businesses, hotels, schools, hospitals, and government buildings with MLTS systems installed after February 16, 2020.

  • What is the penalty for violating Kari’s Law?

    Non-compliance can result in fines up to $10,000 per violation, plus $500 per day for continued non-compliance. Additionally, businesses may face federal enforcement actions, potential lawsuits from affected individuals, and reputational damage that can impact long-term operations.

  • Does Kari’s Law apply to all businesses?

    Kari’s Law applies to any business using a multi-line telephone system (MLTS) installed or updated after February 16, 2020. This includes office buildings, hotels, hospitals, schools, and government facilities that utilize MLTS for internal and external communication. If your system does not comply, you may be subject to fines and legal action. Regular compliance audits and upgrades to modern VoIP-based MLTS solutions can help businesses meet the requirements efficiently.

  • How can I test my system to ensure compliance?

    • Dial 911 from a test phone and confirm:

    • Direct access to 911 without requiring a prefix or additional digits

    • On-site alerts are automatically triggered and reach the designated personnel

    • Accurate location data is transmitted in compliance with RAY BAUM’s Act

    • Call routing functionality ensures emergency services receive the call without delay

    • Periodic testing procedures are in place to maintain ongoing compliance

Why Towner Communications is Your Compliance Partner

At Towner Communications, we specialize in 911 compliance solutions to keep your business safe and legally protected.

  • We offer free compliance assessments

  • We upgrade outdated phone systems for full Kari’s Law and RAY BAUM’s Act compliance

  • We provide 24/7 support to ensure your system stays operational

Non-compliance isn’t just a risk—it’s a lawsuit waiting to happen. Don’t wait until it’s too late. Schedule your 911 Compliance Audit today. Free assessments available for a limited time.

 

Schedule Your Kari's Law Compliance Review

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Omnichannel Customer Service For Kansas City: 7-Step Success Guide

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Hands working on an omnichannel customer service strategy with wireframes, color palettes, and design elements for a seamless user experience.

Kansas City customers are fed up with businesses that drop the ball on service. One minute, they’re chatting with a rep; the next, they’re stuck on hold, repeating their issue from scratch. Sound familiar? If so, it’s time to fix it with omnichannel customer service.

Did you know? Businesses with omnichannel customer service retain 91% more customers than those without. Yet, many businesses struggle to integrate their communication channels effectively. This guide will show you how to:

Let’s dive into what omnichannel really means and how to put it into action.

What Is Omnichannel Customer Service?

Definition and Key Differences

Omnichannel customer service means seamlessly integrating multiple communication channels so customers can interact with your business without friction.

How it’s different from multichannel:

  • Multichannel: You offer customer support across multiple platforms, but they aren’t connected (e.g., phone support doesn’t “talk” to chat support).

  • Omnichannel: Every interaction is unified, allowing customers to start on one channel and continue on another without repeating themselves.

Example: A Kansas City-based HVAC company lets customers book an appointment online, confirm via SMS, and get live updates from a customer service rep—without needing to explain their issue twice.

Why Kansas City Businesses Should Care

Consumers in the Midwest expect fast, convenient, and personalized service just like anywhere else. Whether you’re running a retail store, a law firm, or an enterprise telecom business, failing to integrate your communication channels could mean missed sales and frustrated customers.

76% of customers prefer contacting customer service agents by phone, highlighting the importance of voice support in omnichannel customer service strategies.

The 7 Benefits of Omnichannel Customer Service

1. Boosts Customer Satisfaction

Omnichannel service leads to faster resolutions and less frustration. Businesses using omnichannel support experience a 91% higher customer retention rate.

Example: A Kansas City financial services firm reduced customer complaints by 30% by integrating their call center, email support, and chatbot services.

2. Increases Customer Retention

Consumers are 3x more likely to stick with a brand that provides seamless service. Kansas City businesses that adopt omnichannel strategies build long-term loyalty.

3. Increases Revenue & Upsells

A 15% revenue boost is common for businesses that connect sales and support. Happy, well-served customers buy more.

4. Provides Seamless Communication

Customers hate repeating themselves. An omnichannel system ensures that their history follows them across every touchpoint, making interactions smoother.

5. Improves Data Collection and Analysis

Omnichannel setups track customer interactions across platforms, providing valuable insights into behavior trends and allowing businesses to personalize offerings.

6. Gives Businesses a Competitive Edge

With Kansas City’s growing business landscape, those who adopt omnichannel strategies stay ahead. Companies offering superior customer experiences dominate market share in their industries.

7. Enhances Brand Reputation & Trust

Consistent, high-quality interactions create positive reviews and referrals, leading to stronger brand loyalty.

 

The Roadblocks: Why Some Businesses Struggle with Omnichannel

1. Lack of Technology Integration

Businesses using outdated CRMs, separate phone systems, and unlinked email/chat platforms struggle to unify customer interactions.

2. Staff Training Gaps

Employees must be trained to navigate multiple communication channels smoothly to avoid service gaps.

3. Fear of Costs & Complexity

Many small businesses believe omnichannel service requires a huge investment—but with cloud-based tools, even small teams can implement it affordably.

 

How to Implement Omnichannel Customer Service in 5 Steps

1. Identify Preferred Customer Channels

Use surveys, website analytics, and call tracking to determine where your customers prefer to engage.

2. Integrate Communication Tools & Systems

Use a unified CRM that syncs email, chat, phone, and social media into one platform.

3. Train Your Team for Seamless Interactions

Develop training programs to help employees deliver consistent experiences across all channels.

4. Automate & Streamline Where Possible

Leverage AI-powered chatbots and smart call routing to reduce wait times and improve efficiency.

5. Continuously Measure & Improve

Regularly track key metrics like response time, customer satisfaction scores, and channel effectiveness.

 

The Future of Omnichannel Customer Service in Kansas City

1. AI-Driven Customer Interactions

Kansas City businesses are already adopting AI chatbots and voice assistants to handle basic customer inquiries.

2. Hyper-Personalization

Data-driven customer interactions allow businesses to anticipate needs before the customer even asks.

3. Seamless Integrations with E-commerce & Physical Locations

More local businesses will blend online and offline customer experiences (e.g., online order pickup, instant mobile support for in-store issues).

 

Omnichannel FAQ: Everything You Need to Know

Tired of customer service headaches?

Let’s turn them into opportunities. Whether you’re struggling with disconnected systems, slow response times, or frustrated customers, we’ve got the solution. Unlock the power of omnichannel support and take your business to the next level.
Give Towner A Call

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Towner Communications CEO, Julie Towner, Selected for 2025 Leadership Kansas Class

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Julie Towner Leadership Kansas 2025 Announcement

March 5, 2025 – Kansas City, MO

Towner Communications proudly announces CEO Julie Towner’s selection for the 2025 Leadership Kansas Class, a top leadership program in the state.

Leadership Kansas selected 40 leaders from over 500 nominations for its 2025 class, uniting business, government, and community leaders to drive economic development, policy, and innovation across Kansas.

A Milestone for Leadership and Kansas Business

Leadership Kansas is a transformational, eight-month program designed to connect Kansas’ most influential decision-makers while tackling key topics such as workforce development, economic policy, education, and business innovation. The program’s alumni include CEOs, policymakers, and industry trailblazers shaping the future of Kansas.

“This opportunity isn’t just about leadership—it’s about impact,” said Julie Towner, CEO of Towner Communications. “Leadership Kansas provides a platform for leaders to learn, collaborate, and drive meaningful change. I’m honored to represent Kansas City’s business community and look forward to bringing back insights that will strengthen businesses and fuel innovation across the state.”

A leader in telecom and business tech, Julie brings expertise in growth, digital transformation, and leadership to Leadership Kansas.

About Leadership Kansas

Founded in 1979, Leadership Kansas is one of the nation’s premier leadership programs, fostering a deeper understanding of the economic, political, and social challenges shaping Kansas. Administered by the Kansas Chamber Education Foundation, the program builds an elite network of forward-thinking leaders committed to the success of Kansas communities.

With over 1,600 distinguished alumni, Leadership Kansas graduates have gone on to hold top leadership roles at the local, state, and national levels. The 2025 curriculum features site visits, expert discussions, and leadership training in business, agriculture, education, public policy, healthcare, and economic development.

About Towner Communications

Since 1947, Towner Communications has kept businesses connected, helping them adapt to evolving communications. A trusted leader in cloud, on-premise, and hybrid telecom solutions, Towner serves government agencies, financial institutions, healthcare organizations, manufacturing firms, and enterprises that rely on reliable, scalable, and innovative technology.

Towner Communications stands out in the industry by offering:

Custom VoIP and Unified Communications Solutions tailored to meet the needs of modern businesses.

Unmatched 24/7 local support, ensuring rapid response times and exceptional customer service.

Cutting-edge cloud-based systems that enable businesses to operate efficiently in an increasingly remote and digital world.

transitioning from analog phone systems to VoIP, cloud, and AI-powered solutions.

Towner Communications, a certified Women-Owned Business Enterprise (WBE) headquartered in Kansas City, MO, helps businesses future-proof their communications.

About Julie Towner

Julie Towner is a dynamic entrepreneur, business leader, and CEO of Towner Communications. Since acquiring the company in 2016, Julie has transformed Towner from a regional service provider into a multi-million-dollar, industry-leading telecommunications firm.

She leads with a passion for technology, customer experience, and business innovation. With a background in corporate strategy and business development, Julie has played a pivotal role in guiding businesses through digital transformation, AI-driven communication solutions, and cloud-based system integrations.

Julie’s leadership extends far beyond Towner Communications. She is:

Past President of the National Association of Women Business Owners (NAWBO) Kansas City Chapter and served on their National Committee.

A 2020 Stanford Leadership Graduate, enhancing her expertise in executive leadership and strategic growth

A 2021 Kansas City Business Journal’s Women of Influence, recognized for her impact on the local business community.

A 2024 Goldman Sachs 10,000 Small Businesses graduate, further strengthening her leadership in entrepreneurship and economic development.

Julie is a strong advocate for entrepreneurship, women in leadership, and the power of technology to drive business success. As a Leadership Kansas participant, she fosters economic growth, develops leaders, and drives business innovation across Kansas.

Media Contact

For press inquiries, interviews, or feature requests, please contact:

info@townerkc.com

 

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How to Stop Video Calls from Echoing: Ultimate Guide to Crystal-Clear Audio

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How to Stop Video Calls from Echoing: Ultimate Guide to Crystal-Clear Audio

Echoes in video calls are more than just an annoyance—they can ruin meetings, derail conversations, and make you sound unprofessional. Whether you’re on Zoom, Microsoft Teams, Google Meet, or another platform, audio issues can create confusion and frustration. But the good news? Fixing them is easier than you think.

This guide breaks down why video call echoes happen, how to stop them instantly, and the best long-term fixes to ensure every conversation is crystal clear.

Why Do Video Calls Echo?

Echo occurs when sound from your speakers is picked up by your microphone and loops back into the call, creating a feedback loop. Several factors contribute to this issue:

1. Speaker and Microphone Issues

  • Speaker volume too high – When speakers are too loud, the microphone picks up the output audio, creating an echo effect.

  • Microphone too close to speakers – If your microphone is positioned near your speakers, it will pick up sound directly, causing feedback.

  • Omnidirectional microphones – Some microphones pick up sound from all directions, making them more likely to catch speaker audio.

  • Low-quality or built-in microphones – Cheaper microphones often lack proper noise cancellation, increasing the chance of an echo.

2. Room Acoustics & Environment

  • Hard surfaces amplify sound – Rooms with bare walls, tile floors, and minimal furniture reflect sound waves, making echoes more pronounced.

  • Large empty spaces – Without soft furnishings to absorb sound, voices bounce around and are picked up multiple times.

  • Background noise interference – Air conditioning, keyboards, and other office noises can contribute to audio distortion and echo.

Diagram illustrating how sound waves reflect off an object, creating an echo that can contribute to audio feedback in video calls

3. Software & Device Conflicts

  • Multiple active devices in the same room – If two or more participants are on the same call using different devices, their microphones and speakers can create an echo loop.

  • Incorrect audio settings – Some devices use “stereo mix” or unoptimized input/output settings, causing unintended sound reflections.

  • Echo cancellation disabled – Many video conferencing platforms offer built-in echo cancellation, but if this feature is turned off, feedback can occur.

Now, let’s fix it.

Quick Fixes to Stop Echo Instantly

Before diving into advanced solutions, try these quick fixes to eliminate echo during video calls:

  • Lower your speaker volume – If your speakers are too loud, your microphone may pick up the sound and loop it back into the call. Reduce the volume to a comfortable level where you can still hear, but your microphone does not pick up the output.

  • Use headphones or earbuds – This is one of the most effective ways to prevent echo. Since headphones isolate the audio to your ears, they eliminate the chance of speaker-to-microphone feedback. Wireless or wired options both work well.

  • Mute yourself when not speaking – Background noise and subtle sound reflections can contribute to an echo effect. If you are not actively talking, mute your microphone to prevent unintended audio pickup.

  • Move your microphone away from your speakers – Ensure your microphone is positioned in a way that minimizes its exposure to speaker output. If using a built-in laptop microphone, try adjusting the angle or using an external mic for better control.

  • Check for multiple active devices – If multiple people in the same room are on the same call, ensure only one device has an active microphone and speaker. Otherwise, audio loops between devices can create an echo.

  • Enable Echo Cancellation – Most video conferencing platforms, such as Zoom, Microsoft Teams, and Google Meet, have built-in echo cancellation features. Check your settings and enable this option to automatically reduce feedback loops.

  • Reduce background noise – External noises such as fans, typing sounds, or distant conversations can create distortions that amplify echo. Using noise suppression features in your video conferencing app can help minimize unwanted audio interference.

If the echo continues, keep reading for long-term fixes.

How to Permanently Fix Echoing in Video Calls

For a professional, echo-free video call experience, implement these solutions.

1. Upgrade Your Audio Equipment

  • Use a headset with a built-in microphone – Isolates your voice and prevents feedback.

  • Invest in an external microphone – High-quality mics like Blue Yeti or Rode NT-USB offer superior noise cancellation.

  • Consider a dedicated speakerphone – Devices like Jabra Speak 710 are designed for echo-free calls.

2. Adjust Your Video Call Settings

Zoom:

  1. Go to Settings > Audio

  2. Enable “Suppress Persistent Background Noise” and “Suppress Intermittent Background Noise”

  3. Turn on “Echo Cancellation”

Microsoft Teams:

  1. Open Settings > Devices

  2. Select Noise Suppression: High

  3. Disable “Allow stereo mix” if available

Google Meet:

  1. Click More Options > Settings

  2. Under Audio, select a Noise-Canceling Microphone

  3. Test audio with the Echo Test feature

3. Improve Room Acoustics

If your workspace has poor acoustics, sound can bounce and create echoes. Here’s how to reduce it:

  • Add soft furnishings – Rugs, curtains, and cushions absorb sound.

  • Use acoustic panels – Foam panels help reduce sound reflections.

  • Close doors and windows – Minimizes external noise interference.

Advanced Echo Troubleshooting

If the echo persists despite adjusting your audio settings and environment, follow these advanced troubleshooting steps to pinpoint the issue and eliminate it permanently.

1. Identify the Echo Source

Before making major changes, determine where the echo is coming from. This is critical because echo issues may originate from other participants on the call, not necessarily from your setup.

Steps to Identify the Echo Source:

  • Mute participants one at a time – Ask each participant to mute themselves while others talk. If the echo stops when a specific person mutes, the issue is on their end.
  • Check your own microphone and speakers – If the echo continues after others mute, it’s likely coming from your device.
  • Switch to a different device – Try using another computer, phone, or tablet to join the call and see if the echo persists. If the issue disappears, your original device may have hardware or software conflicts.
  • Use an “Echo Test” feature – Most video conferencing platforms, such as Zoom, Microsoft Teams, and Google Meet, have built-in audio testing tools. Use these to play back your voice and detect any potential feedback.

If you determine that the echo is not caused by another participant, move on to software and hardware troubleshooting.

2. Update Audio Drivers

Outdated or corrupt audio drivers can cause conflicts that lead to echo issues, especially if your microphone and speakers are not processing sound efficiently. Keeping your drivers up to date ensures that your device properly processes and suppresses unwanted noise.

For Windows Users:

  1. Open Device Manager – Right-click the Start Menu and select Device Manager.
  2. Expand Sound, Video & Game Controllers.
  3. Right-click your audio device (e.g., Realtek High Definition Audio, USB Microphone, or external sound card).
  4. Click Update Driver and select Search automatically for drivers.
  5. Restart your computer after installation to apply changes.

Tip: If the issue persists, visit your manufacturer’s website (Dell, HP, Lenovo, etc.) and manually download the latest driver for your sound card.

For Mac Users:

  1. Go to System Preferences > Software Update.
  2. If an update is available, install it and restart your Mac.
  3. If the issue persists, reset your Mac’s PRAM/NVRAM (Hold Option + Command + P + R at startup until the Apple logo appears).

Tip: For external microphones or headsets, check the manufacturer’s website for specific Mac-compatible driver updates.

3. Reset Audio Settings

Sometimes, misconfigured audio settings can cause echo loops, especially if your input and output devices are not correctly recognized by the system. Resetting your audio settings can restore default configurations and eliminate feedback issues.

For Windows Users:

  1. Go to Control Panel > Sound > Playback & Recording Devices.
  2. Select your primary microphone and speakers and click Set as Default.
  3. Click Properties, go to the Enhancements tab, and disable all audio enhancements.
  4. Go to the Advanced tab and change the sample rate to 44100 Hz (CD Quality) or 48000 Hz (DVD Quality).
  5. Restart your computer.

Tip: If echo cancellation settings are enabled in your conferencing app, disable them and test if your system’s built-in suppression performs better.

For Mac Users:

  1. Open System Preferences > Sound.
  2. Click the Input tab and select your active microphone.
  3. Adjust input volume to a moderate level to prevent over-amplification.
  4. Under Output, ensure the correct speakers or headset are selected.
  5. Restart your Mac to apply changes.

4. Uninstall and Reinstall Your Video Conferencing Software

If your audio settings and drivers are up to date but the issue only occurs in certain apps, the problem may be with the software itself. A corrupted installation or outdated version can cause audio feedback loops.

Steps to Reinstall Zoom, Microsoft Teams, or Google Meet:

  1. Uninstall the app:
    • Windows: Open Control Panel > Programs > Uninstall a Program, select the software, and click Uninstall.
    • Mac: Drag the application to the Trash and empty it.
  2. Restart your device after uninstalling.
  3. Download the latest version from the official website.
  4. Reinstall and configure audio settings again.

Tip: Before reinstalling, clear app cache and settings (found under advanced settings in some applications) to remove any old configurations that could be causing the issue.

Final Thoughts on Troubleshooting Echo Issues

If you’ve followed these troubleshooting steps and the echo still persists, consider testing your microphone and speakers on a different network or device to rule out hardware defects. If the issue is only happening on one platform (Zoom, Teams, Meet, etc.), it’s likely a software-related problem that may require additional support from the provider.

By systematically identifying the cause, updating drivers, and resetting your audio settings, you can eliminate video call echo issues and ensure seamless, professional communication every time.

Echo Troubleshooting Flowchart

Are you using external speakers?

Switch to headphones

Is your microphone too close to your speakers?

Move it away

Are multiple devices active in the same room?

Mute/unplug one device

Is the issue coming from another participant?

Ask them to mute or adjust their settings

Check software settings for noise suppression and echo cancellation

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The Ultimate Guide to Structured Cabling for Businesses

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A technician installing structured cabling in a data center, connecting fiber optic and Ethernet cables for a high-performance business network.

The Backbone of Your Business: Let’s Talk Cables

Your network is only as strong as the cabling behind it. Messy wires, slow connections, and constant tech headaches? We’ve seen it all. And we know one thing for sure—structured cabling isn’t just about organizing cables. It’s about setting your business up for seamless, uninterrupted growth.

Think of it like this: A rock-solid foundation makes a skyscraper possible. Structured cabling does the same for your IT infrastructure. Faster speeds. Less downtime. Future-ready. That’s the goal. And that’s where we come in.

At Towner Communications, we don’t just install cables. We create networks built to handle whatever you throw at them. Whether you’re expanding, upgrading, or fixing years of patchwork wiring, we have the expertise to make your network work for you—flawlessly.

What is Structured Cabling?

Structured cabling is the organized, standardized approach to designing and managing a business’s communication infrastructure. Instead of a tangled mess of wires thrown together over time, structured cabling follows a logical, scalable design that supports high-performance networking, voice, video, and security systems.

Unlike traditional point-to-point cabling, structured cabling uses a planned approach that makes troubleshooting, upgrades, and expansion easier. It’s an investment in efficiency, reliability, and future-proofing your business.

Why Structured Cabling Matters

A well-planned structured cabling system offers several critical benefits:

  • Scalability – Easily expand your network as your business grows.

  • Reduced Downtime – Minimize connection failures and troubleshooting time.

  • Cost Efficiency – Simplify maintenance and reduce operational costs.

  • Faster Speeds – Support high-bandwidth applications without slowdowns.

The Data Behind Structured Cabling

Structured cabling is a critical component of business networking. Here are some eye-opening statistics:

  • Up to 80% of network downtime is caused by poorly managed cabling infrastructure (Source: Network Computing).

  • Structured cabling reduces maintenance costs by 50% compared to traditional wiring methods.

  • By 2025, global data traffic is expected to reach 180 zettabytes, reinforcing the need for robust network infrastructure (Source: Cisco Annual Internet Report).

Towner’s Structured Cabling Services

At Towner, we specialize in designing, installing, and maintaining structured cabling systems tailored to your business needs. Here’s what we offer:

Network Cabling Installation

  • Ethernet Cabling – Cat5e, Cat6, Cat6a, Cat7, and Cat8 for fast, reliable connections.

  • Fiber Optic Cabling – Single-mode and multi-mode fiber for high-speed data transmission.

  • Voice & Data Cabling – Seamless integration for clear, uninterrupted communication.

  • Patch Panel Installation & Cable Management – Organized, scalable setups for easy maintenance.

Low Voltage & Security Solutions

  • CCTV, Access Control & Security System Cabling – Secure your premises with professional installations.

  • Conference Room & A/V Cabling – Ensure high-quality audio and video performance.

  • Wireless Network Infrastructure – Optimize Wi-Fi connectivity throughout your facility.

Data Center Cabling

  • High-Performance Backbone Cabling – Support ultra-fast data centers.

  • Server Room Setup & Organization – Transform tangled wires into a streamlined system.

  • Redundant Cabling Solutions – Minimize downtime with fail-safe configurations.

Why Businesses Choose Towner Communications

Since 1947, Towner has been a trusted partner for businesses in Central Missouri, Kansas, Missouri, and across the country seeking reliable network solutions. Here’s why:

  • Industry-Certified Experts – Our team is BICSI-certified and follows industry best practices.

  • Future-Ready Solutions – We design systems that support emerging technologies and 10G+ speeds.

  • Minimal Disruptions – Our installations are quick, efficient, and designed to avoid downtime.

  • 24/7 Local Support – Based in Kansas City, we provide fast, reliable service when you need it most.

Steps for Implementing Structured Cabling

Implementing structured cabling requires strategic planning and execution. Follow these key steps to ensure a seamless installation and long-term network efficiency:

  1. Assess Your Current Network – Conduct a thorough audit of your existing network infrastructure. Identify outdated cabling, bottlenecks, and weak points that cause connectivity issues. Use network monitoring tools to pinpoint areas for improvement.

  2. Plan for Future Growth – Your structured cabling system should be designed with scalability in mind. Anticipate future business expansion, increased bandwidth needs, and the integration of new technologies like IoT, VoIP, and cloud-based applications. A well-planned system prevents costly overhauls down the road.

  3. Choose the Right Cable Type – Selecting the right cabling type is critical for performance and longevity. Consider:

    • Cat6 & Cat6a – Ideal for most business networks, supporting up to 10Gbps speeds.

    • Cat7 & Cat8 – Best for high-performance environments requiring ultra-fast connections and reduced interference.

    • Fiber Optic – Essential for high-speed, long-distance data transmission with minimal latency.

  4. Label & Organize Everything – Clear labeling and cable management reduce troubleshooting time and ensure smooth maintenance. Implement structured pathways, use color-coded cables, and document your setup for easy reference. Neat and organized cabling enhances efficiency and prevents tangling and accidental disconnections.

  5. Ensure Compliance with Standards – Adhere to industry best practices and standards like TIA/EIA-568, BICSI guidelines, and local building codes. Compliance ensures your system is reliable, secure, and capable of handling future technological advancements.

  6. Work with Certified Professionals – Hiring experienced and certified structured cabling installers guarantees a high-quality, future-proof installation. Professionals can design and implement a system that meets your business’s unique needs while minimizing risks like signal interference and network congestion.

  7. Test and Optimize – After installation, conduct comprehensive testing using network certification tools to verify cabling performance. Address any issues before deploying your network to avoid unexpected downtime.

  8. Schedule Regular Maintenance – Implement a structured maintenance plan to keep your cabling infrastructure in peak condition. Regular inspections and upgrades prevent performance degradation and costly repairs.

A female IT technician working on structured cabling in a server room, ensuring optimal network performance and organization.

Common Questions About Structured Cabling

Ready to Upgrade Your Network?

Don’t let outdated cabling slow you down. Contact Towner Communications today for structured cabling solutions that are built to last. Schedule a consultation now and take the first step toward a more efficient, high-performing network.

Visit our Structured Cabling Kansas City page to learn more.

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How Voice Recognition IVR Can Transform Your Call Center and Save Thousands

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A bearded man sitting at a desk in a modern office, speaking into his smartphone with a laptop open in front of him, demonstrating the use of voice recognition technology for business tasks.

IVR Has Been a Nightmare… Until Now

Kansas City businesses, how many customers are yelling “REPRESENTATIVE!” into their phones right now—and hanging up out of frustration? Friction like this costs you revenue, reputation, and retention. Let’s fix that. AI-powered voice recognition IVR can transform every customer interaction into a seamless experience.

Voice recognition IVR isn’t just a buzzword—it’s a transformative tool that’s changing how businesses handle customer service. From faster resolutions to better cost savings, this cutting-edge technology is reshaping the game for call centers worldwide. And for businesses across the Midwest and Central Missouri, it’s a game-changer.

What Is Voice Recognition Technology in IVR?

Voice recognition technology is a game-changer for call centers, allowing customers to interact naturally with automated systems using speech instead of outdated, rigid menu selections. This technology harnesses Artificial Intelligence (AI), Natural Language Processing (NLP), and Machine Learning (ML) to deliver seamless and intuitive customer interactions.

How AI and Machine Learning Enhance IVR Systems

By leveraging advanced algorithms, AI improves accuracy in identifying caller intent, even in complex queries or noisy environments. Meanwhile, machine learning continuously enhances system performance by analyzing past interactions, detecting patterns, and adapting responses to improve efficiency.

  • Natural Language Processing (NLP): Breaks down speech into structured data, enabling IVR systems to comprehend and respond naturally.

  • Adaptive Learning: Machine learning enables IVR systems to recognize regional accents, industry-specific terminology, and even caller preferences over time.

  • Real-Time Call Optimization: AI detects customer sentiment, identifies frustration, and intelligently adjusts responses or escalates calls to human agents when necessary.

  • Context Awareness: Unlike traditional IVR, AI-powered voice recognition IVR retains context from previous interactions, allowing for smoother and more personalized experiences.

Traditional IVR vs. AI-Powered Voice Recognition IVR

Traditional IVR:

  • Menu-driven: Requires customers to navigate complex, predefined touch-tone menus.

  • Limited functionality: Users must press numbers to proceed, making it inflexible.

  • No personalization: Every customer experiences the same call flow regardless of their history or needs.

  • High frustration rates: Customers frequently abandon calls or demand a live agent due to inefficient self-service options.

AI-Powered Voice Recognition IVR:

  • Understands natural speech: Uses NLP to comprehend spoken commands instead of relying on numeric input.

  • Personalized interactions: Recognizes customer history and dynamically adjusts responses based on past interactions.

  • Machine learning adaptation: Continuously improves accuracy, learning from every interaction to refine responses.

  • Sentiment analysis: Detects emotions in a caller’s voice and adapts the response accordingly, reducing frustration.

The Human Element in Voice Recognition

Voice recognition IVR isn’t just about automation—it’s about enhancing human interactions by eliminating repetitive tasks and improving overall efficiency.

  • For Customers:

    • Eliminates the frustration of long, rigid menu trees.

    • Resolves issues faster with intuitive voice commands.

    • Reduces hold times by guiding customers to the right solution instantly.

  • For Employees:

    • Frees up human agents to focus on complex, high-value conversations rather than repetitive inquiries.

    • Improves agent morale by reducing customer complaints and frustration.

    • Enhances productivity by cutting down on unnecessary call transfers and escalations.

Voice recognition IVR is more than just an upgrade—it’s a fundamental shift in how businesses interact with their customers. By replacing outdated systems with AI-driven voice technology, call centers can improve efficiency, enhance customer satisfaction, and reduce operational costs.**

Voice recognition technology uses AI and machine learning to interpret spoken language, enabling customers to interact naturally with automated systems. By leveraging advanced algorithms, AI improves accuracy in identifying intent, even in complex queries or noisy environments, while machine learning continuously enhances system performance through data analysis. For example, machine learning enables the IVR to adapt to regional accents or industry-specific terminology, ensuring precise responses and smoother interactions.

Traditional IVR vs. AI-Powered Voice Recognition IVR

  • Traditional IVR:

    • Menu-driven, requiring touch-tone inputs.

    • Frustrating and time-consuming for customers.

    • Limited functionality and no personalization.

  • AI-Powered IVR:

    • Understands natural speech through NLP.

    • Enables personalized, intuitive experiences.

    • Adapts in real-time using AI-driven sentiment analysis and machine learning.

The Human Element in Voice Recognition

  • For Customers: Eliminates long menus, resolves issues quickly, and creates positive experiences.

  • For Employees: Frees agents to handle complex queries, improving morale and productivity.

Benefits of Voice Recognition IVR for Kansas City Call Centers

Voice recognition IVR goes beyond automation—it’s a transformative tool that turns your call center into a well-oiled machine. For example, businesses implementing AI-powered IVR have reported a 35% increase in customer satisfaction and reduced average call handling time by 40%. In Kansas City, industries like healthcare and retail are leveraging these systems to streamline operations, enhance customer retention, and save tens of thousands annually in staffing costs.

1. Cost Savings: Reducing Overhead Without Sacrificing Service

AI-powered IVR systems handle repetitive inquiries like FAQs, order statuses, account details, password resets, and appointment scheduling—tasks that typically consume significant agent time.

  • Example: A call center managing 100,000 calls per month could save $150,000 annually by automating 30% of interactions.
  • Additional Savings: Lower training costs, reduced agent turnover, and fewer peak-hour staffing needs.

Takeaway: Businesses using AI-powered IVR report 20-30% savings on operational costs (Deloitte).

2. Enhanced Customer Experience: Faster, Friendlier, Smarter

AI-driven IVR systems ensure faster, personalized, and frustration-free experiences.

  • Faster Resolutions: AI identifies caller intent within seconds, eliminating wasted time.
  • Personalized Interactions: Systems can greet customers by name and reference past interactions, e.g., “Hi Sarah, would you like to check your refund status?”
  • Sentiment Analysis: Detects caller frustration and escalates to a live agent, improving satisfaction.

Impact: Businesses report a 35% improvement in customer satisfaction (CSAT) scores.

3. Reduced Call Handling Time (CHT): Efficiency at Scale

Voice recognition IVR cuts Average Call Handling Time by up to 40%, allowing agents to handle higher call volumes. This reduction means fewer queues, less customer frustration, and more efficient resource allocation. For example, a call center that processes 1,000 calls daily could save 2,000 agent hours monthly by trimming just 2 minutes per call. These savings not only reduce operational costs but also enable agents to dedicate more time to resolving complex, high-value customer inquiries, driving satisfaction and loyalty.

 4. Improved Customer Retention: Keep Them Coming Back

Exceptional service drives loyalty:

  • Self-Service Success Rates: IVR resolves 80% of queries without live agents.
  • 24/7 Availability: Customers get support anytime, ensuring problems are solved even after hours.

5. Driving Revenue Growth: Beyond Cost Cutting

IVR isn’t just about saving money—it’s about driving revenue:

  • Proactive Upselling: AI systems suggest relevant upgrades or add-ons.
  • Higher Conversions: Satisfied customers are 5x more likely to repurchase.

The Cost of Not Upgrading Your Technology

Delaying upgrades or sticking with outdated IVR systems comes with risks. Let’s explore the hidden costs:

1. Falling Behind Competitors

Competitors adopting AI-powered IVR are gaining efficiency and customer loyalty.

  • Fact: 72% of businesses plan to implement AI-driven customer support tools (Gartner).

Takeaway: Audit your competitors’ strategies and identify gaps in your system.

2. Rising Customer Expectations

Outdated systems frustrate customers and lead to churn:

  • Fact: 67% of customers say they’ve hung up on an automated system out of frustration (Forrester).

Takeaway: Conduct customer satisfaction surveys to identify key frustrations in your current IVR.

3. Operational Inefficiencies

  • Higher Staffing Costs: Repetitive tasks burden agents unnecessarily.
  • Misrouted Calls: Poorly designed systems waste time on transfers.

Takeaway: Calculate your cost-per-call and identify tasks ripe for automation.

A woman speaking into her smartphone, utilizing voice recognition technology in a dimly lit setting, highlighting the power of AI-driven communication. Towner Central Missouri

How Does IVR Work? The Technology Behind Voice Recognition IVR

Voice recognition IVR systems leverage advanced artificial intelligence (AI), machine learning (ML), and automation to transform how businesses handle customer interactions. These systems analyze speech, detect sentiment, and provide seamless self-service solutions while improving efficiency and customer satisfaction. Let’s break down the key components that power modern IVR systems.

1. Natural Language Processing (NLP): Understanding and Decoding Speech

NLP enables IVR systems to interpret spoken language, extracting meaning from customer inquiries without relying on rigid menu options. By recognizing key phrases and intent, NLP helps IVR systems provide accurate, context-aware responses.

How It Works:

  • Converts spoken language into structured data for analysis.

  • Detects customer intent (e.g., ‘I need to check my balance’ → Routes to account services).

  • Continually improves understanding through AI-powered learning models.

Example: A banking IVR system uses NLP to recognize phrases like “lost card” and immediately direct users to fraud prevention without requiring menu navigation.
Interprets spoken language to identify intent and provide accurate responses.

2. AI-Driven Automation: Learning and Adapting for Smarter Interactions

AI-powered IVR continuously improves its accuracy and efficiency through machine learning, refining responses based on previous interactions and user behavior.

How It Works:

  • Learns from past customer interactions to provide more relevant responses.

  • Automates repetitive tasks, reducing call handling times.

  • Uses predictive analytics to anticipate customer needs before they fully articulate them.

Example: An e-commerce IVR system can detect that a caller previously inquired about order tracking and proactively provide shipment updates without additional input.
Machine learning ensures continuous improvement, delivering faster, more precise resolutions.

3. Sentiment Analysis: Recognizing Customer Emotions in Real Time

Sentiment analysis allows IVR systems to detect frustration, satisfaction, or urgency in a caller’s tone and adjust responses accordingly, ensuring a more empathetic and effective customer experience.

How It Works:

  • Analyzes tone, pitch, and speech patterns to assess mood.

  • Adjusts response style based on detected emotions (e.g., a frustrated caller gets priority escalation to a live agent).

  • Prevents churn by offering proactive resolutions before frustration leads to hang-ups.

Example: A telecom provider implemented sentiment analysis to detect caller frustration and automatically reroute irate customers to senior support staff, reducing customer complaints by 30%.
Detects caller frustration or urgency and adjusts responses or escalates calls.

4. Multilingual Support: Breaking Language Barriers for Global Accessibility

Real-time language translation allows IVR systems to provide seamless service to non-English-speaking customers, expanding reach and improving accessibility.

How It Works:

  • Detects the caller’s preferred language and switches automatically.

  • Uses AI to translate queries and responses in real time.

  • Ensures that customers receive accurate information in their native language without needing a live translator.

Example: A global retail brand implemented multilingual IVR to support Spanish and French-speaking customers, increasing customer satisfaction by 25% and reducing language-related miscommunications.

Real-time language translation enables businesses to support global customers seamlessly. For example, a global retail brand implemented real-time translation in its IVR system to assist Spanish and French-speaking customers, resulting in a 25% increase in customer satisfaction scores. This technology ensures that no matter the language, customers feel heard and understood.

Real-World Use Cases and Success Stories

Voice recognition IVR systems aren’t just a concept—they’re delivering measurable outcomes across industries, helping businesses save money, improve efficiency, and enhance customer satisfaction. Here are relatable examples tailored to specific industries:

1. Healthcare: Streamlining Operations and Reducing Errors

In healthcare, accuracy and efficiency are critical. Voice recognition IVR has transformed routine operations such as appointment scheduling and prescription refills:

  • Problem: Patients faced long hold times and errors in manual scheduling.
  • Solution: Implementing IVR reduced scheduling errors by 25% and enabled patients to book appointments in seconds through automated prompts.
  • Impact: Staff time saved on repetitive tasks allowed providers to focus more on patient care. For example, a Kansas City hospital processed 10,000 flu vaccine appointments in a week without overloading their staff.

Takeaway: IVR reduces bottlenecks in healthcare, enabling faster service and improved patient satisfaction.

 

2. Banking: Faster, More Secure Customer Authentication

Financial institutions rely on secure yet user-friendly systems to handle sensitive data. Voice biometrics in IVR systems has delivered significant results:

  • Problem: Customers spent several minutes verifying their identity through outdated methods like PINs or security questions.
  • Solution: IVR with voice biometrics enabled secure, fast authentication, slashing verification times by 50%.
  • Impact: Fraud detection improved by 30%, and customers appreciated the seamless experience. A regional Kansas City bank now securely processes 20,000 customer verifications per week, saving countless hours of agent time.

Takeaway: IVR builds trust and convenience for banking customers while boosting security.

 

3. Retail: Managing High Call Volumes and Driving Loyalty

Retailers often face surges in customer inquiries during sales or holiday seasons. Voice recognition IVR has helped streamline these interactions:

  • Problem: Long wait times during Black Friday led to customer frustration and abandoned calls.
  • Solution: Self-service IVR handled 80% of order-related inquiries—like tracking shipments and processing returns—without needing live agents.
  • Impact: First-call resolution rates improved by 35%, and average wait times dropped from 5 minutes to 90 seconds. A Kansas City-based retailer retained more customers and handled 30% more calls without adding staff.

Takeaway: Retailers can scale customer support efficiently during high-demand periods, ensuring satisfaction and loyalty.

What These Results Mean for Your Business

No matter the industry, voice recognition IVR delivers measurable outcomes:

Efficiency Gains: Tasks that once required manual intervention are now automated, freeing up valuable resources.

Customer Loyalty: Faster, smoother interactions reduce frustration and drive repeat business.

Cost Savings: From staffing reductions to operational efficiencies, the ROI is undeniable.

Ready to see these results for yourself? Schedule your free demo today and let Towner Communications show you how voice recognition IVR can transform your business.

Future Trends in Voice Recognition IVR

1. Real-Time Voice Translation

Break language barriers with seamless, real-time translation during calls.

2. AI-Enhanced Call Routing

Route calls based on caller history, sentiment, and preferences for precision. For example, a healthcare provider uses AI-enhanced routing to prioritize urgent patient calls based on sentiment analysis, ensuring patients in distress are connected to live agents immediately. Similarly, in retail, calls from high-value customers are routed to senior representatives familiar with their purchase history, boosting satisfaction and loyalty.

3. Proactive Support: Solving Issues Before They Happen

Proactive IVR systems use predictive analytics to address customer concerns before they even pick up the phone.

  • Example: A retail company’s IVR automatically calls customers with delayed shipments, offering compensation or an updated timeline without waiting for complaints.
  • Impact: Builds trust and loyalty, resulting in 41% higher customer retention rates, according to Gartner.

Quantifying ROI: Making the Case for Voice Recognition IVR

Voice recognition IVR isn’t just a customer service upgrade—it’s a financial and operational game-changer. By delivering measurable results across efficiency, cost savings, and customer satisfaction, it empowers decision-makers to justify investment with clear, data-driven insights.

Metrics for Success: Where to Focus Your Measurement

1. Reduced Average Call Handling Time (CHT): Unlock Efficiency Gains

Every second saved during a call represents valuable time that can be reallocated elsewhere. Voice recognition IVR reduces call durations by quickly identifying intent and automating resolutions.

  • Example: Cutting 2 minutes per call across 1,000 daily calls saves 2,000 agent hours monthly—equivalent to hiring 12 additional agents.

2. Operational Cost Savings: Automate the Mundane

By automating repetitive tasks like FAQs, account lookups, and order tracking, IVR systems reduce dependency on human agents, driving significant cost savings.

  • Example: Automating 30% of calls in a 100,000-call/month center saves $150,000 annually at a $5 cost-per-call rate.

3. Improved Self-Service Completion Rates: Boost Customer Empowerment

Modern IVR systems enable customers to resolve their issues independently without needing live agent assistance, driving up self-service completion rates.

  • Impact: Increasing self-service resolution rates by 15% can result in fewer agent-assisted calls, shorter queues, and higher customer satisfaction.

ROI Calculation Example: Bringing It All Together

Let’s walk through a real-world ROI scenario to show how voice recognition IVR delivers measurable returns:

  • Scenario: A call center processes 100,000 calls monthly with an average cost-per-call of $5. By automating 30% of calls (30,000), they eliminate the need for agent intervention.
  • Result:
    • Direct Savings: $150,000 annually from reduced agent dependency.
    • Efficiency Gains: Reduced agent workloads allow redeployment to higher-value activities, improving overall productivity.
    • Customer Satisfaction Boost: Faster resolutions and 24/7 availability increase Net Promoter Scores (NPS), driving long-term loyalty.

ROI Formula Example:
(Savings from Automation – Cost of IVR Implementation) ÷ Cost of IVR Implementation = ROI
If IVR implementation costs $50,000 annually, the ROI in this example would be:
($150,000 – $50,000) ÷ $50,000 = 2.0, or 200% ROI.

How to Successfully Implement Voice Recognition IVR: Best Practices

Deploying voice recognition IVR doesn’t have to be overwhelming. A well-planned implementation ensures seamless integration, enhanced customer experience, and maximum ROI. Follow these best practices to ensure success:

1. Assess Business Needs: Identify Pain Points and Automation Opportunities

Before selecting an IVR system, analyze your current call center performance and identify inefficiencies. Consider the following:

  • What are the most common customer inquiries?
  • Where are customers experiencing frustration (e.g., long wait times, misrouted calls)?
  • How much time do agents spend on repetitive tasks that could be automated?

Actionable Takeaway:

  • Use customer feedback, call logs, and agent reports to pinpoint the top call types suitable for automation (e.g., FAQs, order tracking, bill payments).
  • Prioritize workflows that provide quick wins for efficiency and cost reduction.

2. Choose the Right IVR Vendor: Scalability, Security, and AI Capabilities Matter

Not all IVR solutions are created equal. Choosing a vendor that aligns with your business needs is critical for long-term success.

  • Scalability: Can the system handle increasing call volumes without performance issues?
  • AI and NLP Capabilities: Does the system understand natural speech and improve over time?
  • Security Compliance: Does it adhere to GDPR, HIPAA, or PCI DSS for data protection?
  • Multichannel Support: Can it integrate with chatbots, email, and CRM systems?

Actionable Takeaway:

  • Before committing, request a free demo or trial and test the system with real customer inquiries to evaluate accuracy and usability.

3. Prioritize Data Security: Safeguard Customer Information

AI-powered IVR systems collect and process sensitive customer data. Implementing strong security measures ensures compliance and builds trust.

  • Data Encryption: Protects voice recordings and customer interactions.
  • Voice Biometrics: Adds a layer of authentication security.
  • Regulatory Compliance: Ensure adherence to GDPR (EU), HIPAA (healthcare), and PCI DSS (financial transactions).

Example:

  • A banking IVR system integrating voice biometrics reduced fraud cases by 30%, while streamlining customer authentication by cutting verification time in half.

Actionable Takeaway:

  • Work with IT and compliance teams to map out security protocols before deployment.
  • Ensure regular audits and penetration testing to prevent vulnerabilities.

4. Run a Pilot Program: Test Before Full-Scale Deployment

A gradual rollout minimizes disruptions and allows for fine-tuning based on real customer interactions.

  • Phase 1: Test IVR for a single workflow (e.g., balance inquiries).
  • Phase 2: Gather agent and customer feedback to refine responses.
  • Phase 3: Expand automation to additional call flows.
  • Phase 4: Optimize based on analytics and customer success rates.

Example:

  • A telecom provider tested AI-powered IVR with 10% of inbound calls before a full rollout, reducing misrouted calls by 25% in the trial phase.

Actionable Takeaway:

  • Avoid launching IVR for all call types at once—refine it in controlled phases to maximize accuracy and effectiveness.

5. Optimize Continuously: Use Data to Refine IVR Performance

The job isn’t done after deployment—ongoing monitoring ensures the IVR system continues delivering top-tier customer service.

Key Metrics to Track:

  • Self-Service Completion Rate: How many inquiries are resolved without an agent?
  • Call Abandonment Rate: Are customers hanging up due to frustration?
  • Average Call Handling Time: Has automation led to efficiency improvements?
  • Customer Satisfaction Scores (CSAT): Are callers satisfied with their IVR experience?

Example:

  • A retailer found that 40% of abandoned IVR calls were due to unclear menu options. After updating prompts based on customer feedback, the self-service success rate increased by 35% within a month.

Actionable Takeaway:

  • Set up monthly performance reviews using call analytics and customer feedback to continuously improve IVR accuracy, efficiency, and satisfaction.

Not all IVR solutions are created equal. Choosing a vendor that aligns with your business needs is critical for long-term success.

  • Scalability: Can the system handle increasing call volumes without performance issues?
  • AI and NLP Capabilities: Does the system understand natural speech and improve over time?
  • Security Compliance: Does it adhere to GDPR, HIPAA, or PCI DSS for data protection?
  • Multichannel Support: Can it integrate with chatbots, email, and CRM systems?

Actionable Takeaway:

  • Before committing, request a free demo or trial and test the system with real customer inquiries to evaluate accuracy and usability.

Set Your IVR Up for Success

Implementing voice recognition IVR isn’t just about automation—it’s about enhancing customer experience, reducing costs, and improving efficiency.

  • Assess needs to identify pain points and automation opportunities.
  • Choose a vendor with AI, security, and scalability in mind.
  • Implement security measures to protect customer data.
  • Run pilot programs before full-scale deployment.
  • Continuously optimize based on analytics and user feedback.

Next Step: Want expert guidance? Schedule a free IVR consultation with Towner Communications today!

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5 Business Phone System Mistakes You Keep Making (And How to Fix Them Fast)

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5 Business Phone System Mistakes You Keep Making (And How to Fix Them Fast)

Your business runs on communication. If your customers can’t reach you, if your team can’t collaborate, or if your system goes down, you’re losing time, money, and customers.

Yet, businesses in Kansas City make the same costly phone mistakes over and over again.

We see it all the time—companies with outdated systems, missing logins, bloated carrier bills, and zero backup plans. If you’re using business phone systems in Kansas City but haven’t reviewed your setup in years, you’re probably losing money.

Here are the five biggest phone fails businesses make—and how you can fix them before they hit your bottom line.

1. No One “Owns” the Phone System

The Mistake: Your phones work, so you assume someone is handling them. But the reality? No one is in charge.

One day, the person who kind of knew the system quits, and suddenly:

  • No one knows who to call for support.

  • No one has admin access.

  • No one even knows what you’re paying for.

Now you’re in crisis mode, wasting hours on hold with tech support trying to regain control of your own system.

The Fix:

  • Assign a “Phone Owner”—make it part of someone’s job description.
  • Keep admin credentials stored securely and updated.
  • Train a backup person so knowledge isn’t lost when employees leave.

Towner Pro Tip: Don’t have someone in-house? Outsource your phone management to a team (like Towner) that specializes in business communication solutions.

2. You’re Locked Out of Your Own System

The Mistake: Your phone system has an admin portal, but only one person has the password. And when that person leaves?

Now, no one can:

  • Make simple changes like adding users or updating voicemail

  • Adjust call routing or business hours

  • Access anything

This happens all the time. Companies lose access to their own business phone systems and scramble to regain control.

The Fix:

  • Ensure multiple people have admin credentials—not just one.
  • Store logins in a secure but accessible location.
  • Test access regularly to make sure everything still works.

Towner Pro Tip: If you’re already locked out, call us. We help businesses regain control of their systems fast.

3. No Plan for Upgrades or Replacements

The Mistake: You treat your business phone system like an old work truck—drive it ‘til it dies.

Bad idea.

Phones are mini-computers. They need updates, security patches, and replacements like any other tech. Yet, too many businesses are running 10+ year-old systems that:

  • Lack modern features like mobile integration

  • Aren’t secure against cyber threats

  • Could crash at any moment

What’s your plan when your system fails? How long can you afford to go without phones?

The Fix:

Towner Pro Tip: If your system is older than your iPhone, it’s time for an upgrade. We can help.

4. You’re Overpaying for Carrier Services

The Mistake: You’re paying multiple phone carriers (AT&T, Lumen, Broadvoice, etc.), but you have no idea what for.

We regularly see businesses:

  • Paying for unused phone lines

  • Getting overcharged for services they don’t need

  • Spending thousands on outdated plans

Most companies don’t realize how much money they’re wasting because they never audit their bills.

The Fix:

Review your phone bills every year.

Negotiate better rates. (Carriers won’t lower prices unless you ask.)

Cut unnecessary services.

Towner Pro Tip: We’ve saved businesses thousands just by auditing their bills. Want us to check yours? Call us.

“We Don’t Use Phones” (Yes, You Do.)

The Mistake: Your team uses Microsoft Teams, Zoom, or Slack, so you assume you don’t need a phone system.

Wrong.

If you have a phone number on your website, you have a phone system. And if it’s not optimized, you’re probably:

  • Overpaying for services you don’t need

  • Losing business because of poor call management

  • Missing key communication features

Your business communication isn’t just about desk phones anymore—it’s about managing all your voice and video calls efficiently.

The Fix:

  • Treat all business communication as part of your phone system.
  • Ensure your Teams/Zoom setup is cost-efficient.
  • Have a plan for managing digital communication services.

Towner Pro Tip: If you think your “phone system” is just Teams or Zoom, let’s talk. You might be overpaying—or missing out on a better solution.

Next Steps: 

Fix These Mistakes Before They Cost You

Your business phone system is a vital part of your operations. If it’s outdated, unmanaged, or costing you too much, it’s time for a change.

  • Get a system check-up. We’ll evaluate your setup and give you an action plan.

  • Request a bill audit. We’ll find savings and eliminate what you don’t need.

  • Not sure where to start? Let’s talk.

Schedule a Free Consultation with Towner

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How Visual and Audible Alerting Prevents Communication Failures in Emergencies

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Algo 8420 IP Dual-Sided Display Speaker is recommended for wall and ceiling mount, ideal for hallways.

If You Can’t Hear It or See It, Did It Even Happen?

You know that one coworker who doesn’t read emails? Or the one who tunes out intercom announcements like they’re background noise at a bad coffee shop? Yeah, that’s why visual and audible alerting systems exist. Because when communication is mission-critical—think emergency alerts, school lockdowns, or industrial safety warnings—you need both sight and sound working together.

At Towner Communications, we’ve spent over 70 years making sure businesses, schools, and hospitals in Kansas City and across the Midwest never miss an important message. Because missing an alert in these environments? Not an option.

How Visual and Audible Alerting Prevents Failures—and Why It Matters

Here’s the deal: visual and audible alerting is a fancy way of saying, “We use tech to make sure you see and hear critical messages before disaster strikes.”

And trust us, it’s necessary. According to the National Fire Protection Association (NFPA), nearly 40% of emergency communication failures happen because people simply don’t hear the alarm. Meanwhile, OSHA mandates both visual and audible alarms in workplace safety systems to prevent injuries and fatalities.

  • Visual Alerts: LED flashers, LCD scrolling messages, strobe lights—anything that screams “Look here, now!”

  • Audible Alerts: Sirens, voice paging, PA systems—because nothing says “RUN” like a blaring alarm.

  • The Combo Effect: When you combine both, response time improves by up to 75%, according to a study in the Fire Safety Journal.

Towner’s Take: If a message is worth sending, it’s worth making sure people actually receive it. That’s where we come in.

 

Algo 8410 IP Display Speaker showcasing a 15.6” HD wide-angle LCD screen, high-performance wideband speaker, and multi-color high-intensity LED flashers for visual and audible alerting in emergency communication.

Towner’s Take: If a message is worth sending, it’s worth making sure people actually receive it. That’s where we come in.

How These Alerting Systems Work: A Peek Under the Hood

Towner Communications specializes in SIP-compliant alerting solutions that integrate with existing VoIP and PA systems. Translation?

  • No clunky standalone systems.
  • No duct-taped speaker hacks.
  • Just seamless, professional alerting solutions that work.

What’s Inside a Top-Tier Alerting System?

  • LED Flashers & Strobes – Impossible to ignore, even in the loudest environments.
  • LCD Displays – Scrolls text warnings for added clarity.
  • Multicast & Zoned Paging – Because not every message needs to be heard everywhere (your CEO doesn’t need to hear about a low-stock janitorial closet).

**Want to learn more about SIP paging? Check out Towner’s **SIP Paging Solutions

 

Towner’s Take: We don’t just install hardware—we build solutions that integrate with your existing setup, so there’s no tech headache for your IT team.

 

Who Needs Visual and Audible Alerts? (Spoiler: Probably You)

At this point, you might be thinking, “Cool, but do I actually need this?” Let’s break it down.

Schools & Campuses:

  • Lockdowns, fire drills, and weather warnings should be heard in every classroom, gym, and hallway.

  • Visual alerts are key for students with hearing impairments.

  • According to the National Center for Education Statistics, over 90% of U.S. schools use some form of emergency notification system.

Read This for Extra Credit!

Hospitals & Healthcare:

  • Critical alerts (Code Blue, fire evacuation) need multi-channel communication—because one missed alert can be life or death.

  • Loudspeakers + LED strobes mean staff hears it, patients don’t panic.

  • OSHA mandates hospitals have redundant alerting methods—so visual and audible alerting isn’t just nice, it’s required.

Industrial & Manufacturing:

  • Factories are loud. The average industrial workspace exceeds 85 dB (the threshold for hearing damage, according to the CDC).

  • LED strobes + high-decibel speakers ensure workers see and hear warnings.

  • Over 2.8 million workplace injuries happen annually in the U.S. (BLS)—and many are preventable with better alerting.

Government & Municipal Buildings:

  • Multicast notifications can reach city-wide or just a single building.

  • Alerts integrate with law enforcement and first responders for faster action.

  • Public safety codes require emergency paging systems in federal buildings.

Towner’s Take: If it’s an environment where safety and communication matter (so… everywhere), these systems make a difference.

 

Towner’s Real-World Expertise: Saint Ann’s in Prairie Village, KS

How We Upgraded Saint Ann’s Alerting System

“Saint Ann’s, a private school in Kansas City, had a problem—their intercom-based announcements weren’t cutting it. Hallways were too loud, classrooms missed messages, and outdoor alerts? Forget about it.

Enter Towner Communications. We installed a SIP-based alerting system with LED flashers, voice paging, and scrolling digital displays. The result?

  • 100% alert coverage across campus.
  • Instant response to emergency notifications.
  • Clear communication without disrupting class.

Towner’s Take: Your alerting system should be as reliable as your WiFi. If it’s not, we need to talk.

 

FAQs

Visual and Audible Alerting Explained

How does Visual and Audible Alerting improve emergency communication?

Visual and Audible Alerting ensures that critical messages are seen and heard, reducing response times and preventing missed alerts in high-risk situations.

What is an audible and visual alert?

A notification system that uses sound (sirens, alarms, voice paging) and visual signals (flashing lights, digital displays, strobes) to ensure critical messages are received.

What is an audible and visual alert?

A notification system that uses sound (sirens, alarms, voice paging) and visual signals (flashing lights, digital displays, strobes) to ensure critical messages are received.

What industries benefit the most?

Schools, hospitals, factories, government buildings—anywhere safety matters.

Kansas City’s Trusted Alerting System Provider

Every second counts when delivering critical alerts. Whether it’s a manufacturing plant, hospital, or school, your messaging needs to be immediate, clear, and impossible to ignore. That’s what Towner Communications delivers. We don’t just install hardware—we design custom, fully integrated alerting systems that fit your unique environment. If your current system is outdated, unreliable, or just not cutting it, let’s talk. Serving Kansas City, Missouri, Kansas and the Central Missouri Your alerts should work when you need them most. Let’s make sure they do.
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