Imagine transforming your contact center into a hub of efficiency and excellence. At Towner Communications, we’re excited to introduce the latest innovation: the AI Agent Evaluator. This cutting-edge tool isn’t just a game-changer—it’s a revolution in customer service. Here’s why your business can’t afford to miss out.
Key Points:
AI-Powered Insights: Provides detailed insights and automated workflows for recorded calls using AI Agent Evaluator.
Sentiment Analysis: Tracks customer and agent sentiment throughout conversations, enhancing contact center AI.
Automated Call Tagging: Identifies key areas of interest or concern efficiently.
Detailed Agent Behavior Metrics: Analyzes speaking patterns for deeper agent engagement insights in customer service automation.
Seamless Integrations: Integrates with Microsoft Teams, Salesforce, and Google Workspace for enhanced collaboration and organization in contact center solutions.
AI-Powered Insights: Elevate Agent Performance
Towner’s AI Agent Evaluator leverages the power of AI to provide supervisors with detailed insights and automated workflows for recorded calls. This means more efficient, meaningful, and impactful feedback for your agents, leading to a more responsive and effective customer service environment.
Sentiment Analysis: Pinpointing Customer Emotions
Understanding customer sentiment is key to improving service. The AI Agent Evaluator tracks how customer and agent sentiment evolves throughout conversations, pinpointing moments where sentiment shifts. This helps supervisors identify what triggers positive or negative reactions, enhancing coaching and ultimately customer satisfaction.
Automated Call Tagging: Focus on What Matters
Gone are the days of manually sifting through call transcripts. With automated call tagging and topic identification, supervisors can quickly identify key areas of interest or concern. This feature saves time and ensures that evaluations focus on the most critical aspects of agent performance.
Detailed Agent Behavior Metrics: Beyond the Transcript
The AI Agent Evaluator analyzes speaking patterns, including talk-to-listen ratios and words per minute, giving supervisors a deeper understanding of agent engagement and effectiveness. This opens up new coaching opportunities that go beyond the content of the transcripts.
Seamless Integrations: Work Smarter, Not Harder
Towner’s contact center solution integrates effortlessly with tools like Microsoft Teams, Salesforce, and Google Workspace. This means your team can stay connected and organized, making collaboration and customer management a breeze.
Why You Need Towner’s AI Agent Evaluator
At Towner Communications, we believe in solutions that make a real difference. Towner’s AI Agent Evaluator is more than just an upgrade—it’s a transformation. From AI-powered insights and sentiment analysis to automated call tagging and detailed behavior metrics, this tool is designed to elevate your customer service to new heights.
Ready to transform your contact center and delight your customers? Let’s chat!
In today’s fast-paced environment, ensuring the safety of your employees, customers, patients, and students is critical. Emergencies can occur without warning, making a reliable communication system essential. Towner offers robust emergency notification solutions to safeguard your organization no matter what the industry effectively.
The Importance of Emergency Notification Systems
When emergencies like fires, natural disasters, or security threats arise, immediate and clear communication is crucial. Effective emergency notification systems promptly inform everyone, enabling swift actions that save lives and reduce panic. According to a recent survey, campuses reported increased use of emergency notification systems for various emergencies, including power disruptions and lockdowns, even snow days, which rose to 50% and 88% usage respectively over the past two years (Campus Safety Magazine).
At Towner, we provide a suite of solutions tailored to businesses of all sizes and verticals:
Mass Notification Systems Quickly disseminate urgent messages through text, email, or voice broadcasts, ensuring timely updates reach everyone, regardless of their location. Modern emergency alert systems leverage a multi-channel approach, including SMS, social media, and mobile app notifications, ensuring comprehensive reach even during power outages (AlertMedia).
Paging and Intercom Systems Our advanced systems deliver clear announcements throughout your facility, ensuring everyone hears critical information.
Integrated Communication Platforms Seamlessly integrate emergency notifications with existing tools for a unified communication approach, enhancing efficiency during crises.
Customized Alerts and Notifications Create tailored alerts for specific scenarios, ensuring relevant messages reach the right people at the right time, addressing unique risks effectively.
How Towner Keeps You Safe
Expert Consultation and Planning We offer expert consultation to design and implement a robust emergency notification system tailored to your needs. Our team works closely with you to develop a comprehensive strategy.
24/7 Support and Maintenance Emergencies are unpredictable, and Towner provides round-the-clock support to ensure your system is always operational, offering peace of mind.
Training and Drills We conduct emergency drills and provide hands-on training to ensure your team effectively uses the notification systems.
Towner Communications actively creates a safer environment for your organization. Our emergency notification solutions offer the tools and support needed to respond effectively during critical situations. Don’t wait for an emergency—take proactive steps to safeguard your business today.
Ready to enhance your emergency communication capabilities? Contact Towner Communications to learn more about our solutions and how we can help you stay prepared. With Towner, you invest in peace of mind, knowing your business is equipped to handle any emergency. Let’s work together to keep your organization safe and secure.
Towner is recognized as a Mitel Customer Champion!
We are thrilled to announce that Towner Communications has been honored with the prestigious Mitel Customer Champion award! This award recognizes our commitment to optimizing our customers’ Mitel solutions with the best combination of products and services.
Towner And Mitel, A Long Partnership
Since 1987, Towner Communications has been a proud partner of Mitel, consistently delivering top-notch communication solutions. Our dedication to proactively working with each customer has culminated in this remarkable achievement, measured by our outstanding Installed Base Activation (IBA) score. Scoring at or above 100% in IBA reflects our relentless pursuit of excellence in customer lifecycle management.
What our CEO Says
Julie Towner, our CEO, expressed her excitement about this achievement: “Receiving the Mitel Customer Champion badge is a testament to the hard work and dedication of our team. At Towner Communications, we believe in putting our customers first and providing them with the best possible solutions. This award underscores our commitment to excellence and motivates us to continue pushing the boundaries of customer service.”
Mitel awards the Customer Champion badge to partners who demonstrate their expertise in helping existing customers optimize their Mitel solutions. This involves working closely with each customer to ensure they are utilizing the best combination of products and services. Our high IBA score demonstrates our success in this endeavor, and we take pride in receiving recognition for our efforts.
Towner’s Future With Mitel
Our journey with Mitel began over three decades ago, and since then, we have consistently strived to provide innovative and effective communication solutions to our clients. This award is a reflection of our long-standing partnership and our shared commitment to delivering exceptional service.
As we look to the future, we are excited to continue our collaboration with Mitel and further enhance our customer offerings. The Customer Champion badge is not just a recognition of our past achievements but also a motivation to keep improving and evolving. We maintain high standards and ensure that our customers receive the best possible service.
Hey Thanks
We extend our deepest gratitude to our clients and the entire Towner team for their unwavering support and commitment. Without them, this achievement would not have been possible. We are also grateful to Mitel for their continued partnership and support.
Stay tuned as we proudly display our Customer Champion badge on our website and social media platforms. This badge serves as a symbol of our dedication to excellence and our commitment to providing the best possible solutions to our customers. Here’s to more milestones and continued success together!
On August 15th, 2024, Microsoft is pulling the plug on Office 365 Connectors. If you rely only on Microsoft Teams as your phone solution, this change could throw a wrench in your works. But don’t worry, we’ve got your back. Let’s dive into what this means and how you can stay ahead of the game.
Understanding the Impact
Office 365 Connectors have been the glue holding together various third-party services and applications with Microsoft Teams. Their discontinuation could disrupt your seamless workflows and integrations. Here’s what you need to know:
Integration Disruptions: Without Office 365 Connectors, integrating third-party services with Teams might become a headache, affecting your workflow and efficiency.
Loss of Automated Workflows: Many rely on Connectors for automated workflows like notifications and updates from integrated services within Teams. You’ll need to find alternative ways to manage these workflows.
Need for Alternative Solutions: Start exploring new integration methods, such as Power Automate, custom apps, or third-party connectors from the Teams App Store.
Potential Increased Costs: Implementing alternative solutions might mean shelling out more for new tools or custom development.
Migration Efforts: Transitioning to new platforms or solutions will require time and effort from your IT team.
User Training and Adaptation: Your team will need training on new workflows and tools, which might temporarily impact productivity.
Specific Impacts on Teams as a Phone Solution
Call Management Integration: Say goodbye to seamless integration with third-party call management tools (like CRM systems) if they relied on Connectors.
Notification Systems: Custom notifications and alerts related to call activities might stop working. You’ll need to set up alternative systems.
Automated Responses: Workflows for call routing, responses, or follow-ups will need reconfiguration using tools like Microsoft Power Automate.
Call Analytics: Integrations with analytics tools tracking call metrics could be disrupted. You’ll need other methods to get insights from your call data.
Third-Party Phone Solutions: Users leveraging third-party phone solutions integrated with Teams via Connectors might face interruptions or need reconfiguration.
Custom Communication Workflows: Bespoke communication workflows relying on Connectors will need re-engineering, which could be resource-intensive.
How Towner Can Help Mitigate the Impact
At Towner we get it. Changes like this can be a hassle, and if you’re not already on one of Towner’s Microsoft Certified Teams Solutions, things will get real hairy! But no worries, we’re here to make the transition smooth and painless. Here’s how we can help:
Comprehensive Assessment: We’ll audit your current integrations and dependencies on Office 365 Connectors to spot potential disruption areas.
Customized Integration Solutions: We’ll design and implement alternative integration methods tailored to your needs, using direct API integrations, Microsoft Graph, or third-party connectors.
Workflow Automation: Our team will help recreate essential workflows and automations using tools like Microsoft Power Automate to ensure continuity.
Vendor Collaboration: We’ll work with your third-party vendors to ensure continued integration and support, minimizing potential disruptions.
User Training and Support: We provide comprehensive training and support to help your team adapt to new tools and workflows, ensuring a smooth transition.
Ongoing Monitoring and Optimization: Post-migration, we’ll monitor the performance of new integrations and workflows, making necessary adjustments to optimize functionality and efficiency.
By partnering with Towner, you can ensure that your transition away from Office 365 Connectors is seamless and that your Teams phone solution remains robust and effective.
At the End of the Day…
The end of Office 365 Connectors marks a significant shift for Microsoft Teams phone solution users. However, with careful planning, exploring alternative solutions, and thorough user training, organizations can navigate this change effectively. Continue leveraging the robust communication and collaboration capabilities of Microsoft Teams without disruption.
Microsoft Teams outages happen, and when they strike, they can disrupt entire organizations, especially those that heavily rely on the platform. Recent outages have shown us that being unprepared can spell disaster for businesses. But don’t worry—Towner is here to help you brace for impact. In this blog, we’ll guide you on how to expect the unexpected, with insights on early detection, strategic planning, and how our Microsoft Teams Monitoring Solution can keep you ahead of the game. Ready to safeguard your business? Let’s dive in.
KEY POINTS:
Outages Are Inevitable:Microsoft Teams outages will and do happen due to the scale of digital services. Preparation is essential.
Importance of Being Prepared: Instead of scrambling during an outage, having a proactive plan in place will help manage the impact effectively.
Early Detection is Crucial: Tools like Towner’s Teams Monitoring provide early alerts and detailed insights, enabling organizations to respond quickly to outages.
Detailed Monitoring and Alerts:Towner’s monitoring offers precise information on affected services, impacted locations, and specific features, aiding in targeted responses.
Proactive Problem Management: Early alerts from Towner allow businesses to execute backup plans immediately, reducing downtime and maintaining productivity.
Strategic Planning: Businesses should have contingency plans to maintain operations during outages, ensuring alternative communication lines and processes are ready.
Free Readiness Assessment: Towner offers a free 20-minute Microsoft Teams Outage Readiness Assessment to help businesses identify and address potential challenges during downtime.
Microsoft Teams Outage Monitoring and Dictation
When Teams isn’t working, it’s not always their fault. There are countless reasons. So, how does your company prepare for an inevitable outage that’s beyond your control? Don’t scramble to fix things on the fly—that never ends well. Instead, expect the unexpected. It sounds simple, and with the right approach, it can be. Here’s how you can stay ahead of the next Teams outage:
Understand the potential causes of Teams issues.
Implement proactive network monitoring to catch problems early.
Have a contingency plan in place for unexpected outages.
Use detailed performance metrics to quickly identify and address issues.
Communicate effectively with your team during downtime to minimize disruption.
Microsoft Isn’t Perfect
Microsoft Teams outages do happen. When they do, it can be a serious challenge for organizations, especially those heavily reliant on the platform. On July 21st, 2022, and again on January 26th, 2024, significant outages impacted Teams and other Microsoft 365 services. For businesses that depend on these tools, being unprepared can spell disaster.
We’re here to make sure that doesn’t happen to you.
Outages are inevitable. It’s not a question of if, but when. With digital services operating at Microsoft’s scale, regular Teams outages are bound to occur over the next few years. Now that you know it’s going to happen again, what are you going to do about it? Don’t wait for an outage to disrupt your entire organization—get ahead of it.
Brace for Impact
Think of it like bracing for impact. You can’t fix Microsoft’s problems, but your team can be ready to manage the fallout. Identify who will be immediately impacted and establish alternative communication lines. Your business systems and processes will dictate how you create cover for Teams.
Having a plan in place is crucial, but early detection is key. That’s where Towner’s Teams Monitoring comes in. It helps organizations not just react to outages but anticipate them. With detailed alerts specifying affected services, impacted locations, and specific features, your IT team can respond quickly and effectively. Towner customers were alerted to the latest outage a full half-hour before Microsoft announced it, allowing them to execute their backup plans without wasting precious time troubleshooting.
Outages might be unexpected, but that doesn’t mean you can’t be prepared. Get the coverage you need to react fast and protect your business. It’s that simple.
Do you have a contingency plan for when Teams goes down? Is your company ready for the next Microsoft Teams outage?
Get a free 20-minute Microsoft Teams Outage Readiness Assessment to identify your challenges during downtime and address visibility gaps.
Studies show that the most common application of artificial intelligence (AI) is in customer service, with 56% of businesses already utilizing it. If you haven’t taken the plunge yet, how can you benefit from AI for customer service?
Discover the advantages of AI-powered customer service in contact centers and the key features you should be leveraging.
Key Points:
Save Time and Money: Implementing AI for customer service streamlines operations, cutting costs and improving efficiency.
Consistent, Personalized Service: AI ensures consistent and personalized customer interactions while reducing agent burnout.
Automate and Enhance: Integrate AI into your contact center to automate workflows and enhance agent training.
24/7 Multilingual Support: AI enables you to offer round-the-clock multilingual customer service.
Why You Need AI-Powered Customer Service in Your Contact Center
Maybe your contact center is already running smoothly. So why consider enhancing it with AI-powered customer service?
In business, there’s always room for improvement and opportunities to get ahead. With AI, you can:
Lower your costs
Present a consistent and reliable brand
Increase customer satisfaction and loyalty
Reduce agent burnout
Like whipped cream on a shake or sprinkles on donuts, AI can take something great and make it even better. Remember, automated solutions allow you to do more with less.
5 Effective Ways to Integrate AI-Powered CX
Aim to implement at least a few of these AI-powered customer service strategies—if not all of them!
1. Automate Workflows
One of the primary benefits of AI is its ability to automate time-consuming tasks, freeing employees to focus on high-value assignments that require a human touch.
For instance, consider a high-volume customer needing to return a product. Previously, they would have to call your company, wait for an available agent, and go through the return process—wasting everyone’s time.
With AI-powered customer service, a virtual agent responds instantly, guiding the customer through accessing the return form and tracking the process without human assistance. If a request needs human interaction, AI receptionists efficiently route calls to the appropriate individuals.
AI assistants also provide easy access to your company’s knowledge base. Human agents can quickly find information by simply requesting it from the AI. Since you’re using an internal system that doesn’t train itself on your data, there’s no need to worry about security or compliance.
During a call, a human employee might realize that AI can handle most of the work with a bit of guidance. With prompts, the AI assistant can generate content and even write code to resolve issues.
2. Personalize Your Service and Support
Imagine your customers seeing your brand as the friendly local spot “where everybody knows their name.” Personalized interactions are now a customer expectation, especially for service and support.
AI-powered customer service works tirelessly, collecting data to tailor interactions. For instance, it can remind a customer about an abandoned cart and even address any concerns they might have. If the customer hesitates at checkout, the AI can offer a discount or promotion to seal the deal.
While AI personalizes interactions, it also supports your human agents by sharing relevant information. Through sentiment analysis, AI assesses a caller’s mood and provides insights before connecting them to an agent. This way, agents start the conversation prepared to address the specific issue.
If the agent can’t resolve the situation immediately, AI records all details for future interactions, ensuring your contact center operates seamlessly and efficiently. Your customers will appreciate the smooth and personalized service experience.
3. Be Available 24/7
Serving customers around the clock is crucial, but paying human agents to do so isn’t always practical. AI-powered customer service is available 24/7, handling basic requests and reassuring clients that a human will follow up during business hours.
4. Reach a Multilingual Audience
With advanced conversational AI, real-time language detection and translation become possible. Multilingual support enables you to expand your market and reach a broader customer base.
5. Enhance Your Onboarding and Training
Your staff is the backbone of your customer service. AI-powered solutions empower them the most by automating evaluations and quality control on a large scale. Managers gain practical insights to improve training and onboarding, while agents can frequently review their performance through dashboards, allowing them to quickly adapt to feedback.
Harness AI-Powered Customer Service with Towner’s World-Class Cloud Communications Platform
Wondering how to get started with AI-powered customer service? Towner’s expert support team is ready to assist.
Contact our agents to explore how our cloud communications platform can help you fully leverage AI-powered customer service.
Tech enthusiasts and industry experts know the value of enhancing a great product. In the realm of customer service, seasoned pros achieve this through contact center integrations.
At Towner, we share this vision. That’s why we offer a wide range of integrations for our cloud communications solutions in our App Marketplace.
Discover how you can streamline your workflows with our contact center integrations, creating a superior platform for your team and delivering enhanced service to your customers.
Key Points:
Software integrations allow two different programs to automatically share information seamlessly.
Contact center integrations boost productivity, enhance analytics, and improve the customer experience.
Towner offers numerous pre-built integrations with popular applications.
Developers can create custom APIs to integrate your preferred business software.
Understanding Contact Center Integrations
Software integration connects two different applications, enabling seamless data sharing and real-time updates. In the context of contact centers, this means linking your cloud contact center platform with other business software to handle various tasks.
This connectivity is achieved through application programming interfaces (APIs), which set the rules for real-time communication between the two programs.
Many top-tier solutions, like Towner’s, come with pre-built integrations for popular industry software, offering immediate functionality.
But what if your preferred software doesn’t have a pre-built integration? No problem! With an API platform, developers can integrate any software into your contact center for complete functionality.
How Integrations Benefit Your Business
Contact center integrations combine the power of distinct software for enhanced efficiency and productivity. Your agents spend less time on data entry and information verification as systems automatically update each other. This frees up your team to focus on critical problem-solving tasks that require a human touch.
For instance, 74% of companies use customer relationship management (CRM) software. With contact center integration, agents can call customers directly from the CRM. As client information is collected in the contact center software, it seamlessly populates the CRM with relevant data.
Faster data collection leads to better analytics. More information is gathered, and business programs process it quickly to provide insights that optimize your contact center operations.
Ultimately, this results in a superior customer experience. Enhanced service drives customer retention and increases opportunities for cross-selling and upselling, leading to higher revenues.
Towner’s 6 Favorite Integrations
1. Salesforce
Salesforce holds a dominant 20% share of the CRM market. If you’re already using Salesforce, you can integrate it with Towner Contact Center to make calls directly from the app and automatically log call details and other important data in your client records.
2. Slack
Many hybrid and remote teams use Slack and seek to enhance its functionality by integrating it with their contact center. This integration enables real-time alerts, allowing you to quickly deescalate issues and maintain smooth operations.
3. Zendesk
Zendesk is a widely-used CRM known for its user-friendly interface, making it one of our top contact center integrations. A standout feature is the screen pops, which automatically display customer information when you receive an incoming call.
4. ServiceNow
If you manage your workflows in ServiceNow, enhance customer journeys with contact center integration. Effortlessly log call details and maintain records of interactions within client files.
5. NextGen
Medical facilities require contact center integrations that streamline communications while adhering to regulatory compliance. Towner’s contact center integration with NextGen accelerates patient verification by automatically displaying a secure dashboard with relevant information for each incoming call. This saves your agents time by eliminating the need to search for patient details.
6. ConnectWise
Managed service providers can leverage the pre-built ConnectWise integration to enhance customer service. This integration requires minimal training and implementation costs, allowing agents to quickly improve efficiency while supporting clients.
Choose the Platform with the Best Contact Center Integrations Today
Elevate your team with Towner Contact Center integrations. Contact us today to learn how our platform can help you deliver the ultimate customer experience.
As artificial intelligence becomes more advanced and conversational, the aversion to “talking to a machine” is steadily diminishing. In fact, 73% of consumers now expect websites to incorporate AI chatbot programs as a self-service option.
Whether you’re already leveraging chatbots and seeking to maximize their value, or you’re new to these tools and looking for ideas on where to begin, we’ve got you covered.
Explore practical ways to utilize AI chatbot applications to boost customer service and enhance employee efficiency.
Key Points:
Strategically decide when to use proactive chatbots that initiate conversations and reactive ones that respond to user interactions.
Key chatbot applications include customer support, reservations, surveys, and lead qualification.
AI chatbots can also function as virtual assistants, enhancing employee productivity.
Proactive vs. Reactive: Choosing the Right AI Chatbot Strategy for Your Business
Proactive chatbots initiate interactions with users without any prompting, often popping up to offer assistance or share reminders.
On the other hand, reactive chatbots respond to user actions or requests. When a person seeks help from your team, the chatbot attempts to address the issue before escalating it to a human agent.
Deciding Which One To Use
Just as you wouldn’t want to be overly pushy in person, avoid having proactive chatbots pop up too frequently, disrupting the user experience. Place proactive chatbots in locations where they are likely to be necessary or welcomed by users.
For example, an AI chatbot could appear shortly after a visitor lands on your homepage, asking them what they’re looking for and directing them to the appropriate sections of your site.
On a blog post, the user’s primary intent is usually to read the content, so a chatbot appearing at the start could be intrusive. Instead, place a proactive chatbot at the end of the post to serve as a call to action, encouraging further engagement or conversions.
Reactive chatbots are generally suitable as an initial response to user requests. If the user prefers to interact with a human, they can request it specifically from the system.
Key AI Chatbot Application Use Cases
There are countless ways to utilize AI chatbots, but these examples are a great starting point.
1. Customer Support and Experience
Customer support is often the first application for an AI chatbot. The main goal is to ensure customers feel promptly attended to whenever an issue arises.
The chatbot can begin by answering common questions or directing users to helpful resources such as videos or articles. For more complex issues, it can escalate the matter to a human agent or create a support ticket for a quick callback.
Additionally, chatbots can facilitate basic account management in a secure environment. With natural language processing, customers can easily handle tasks like payments and transfers using simple conversational inputs.
2. Tailored Discounts and Special Offers
When a customer browses your site, they might also be checking out your competitors for the best deal. If the person is a returning customer, the chatbot can analyze their browsing and purchase history, along with other interactions, to determine if they qualify for a special discount.
This personalized approach is often more effective than generic, time-limited promotions or coupons that appear when users are about to leave.
3. Lead Qualification and Customer Surveys
For significant purchases that involve a longer sales cycle and multiple interactions, AI chatbots can effectively engage prospects in the early stages of the buyer’s journey. Users are often more willing to respond to chatbot queries than to emails or phone calls, leading to higher conversion rates.
Additionally, chatbots can gather valuable insights through quick polls or surveys, helping you understand customer preferences and improving your marketing and sales strategies.
4. Personalized Product Recommendations
When a customer repeatedly searches your site for similar items without making a purchase, the chatbot can step in with personalized product recommendations. This approach is often more helpful and engaging than a generic abandoned cart notification.
5. Simplifying Reservations
Even with a well-designed website, some users may find it challenging to navigate the reservation process. An AI chatbot can serve as the perfect virtual assistant, guiding users step-by-step to make reservations effortlessly.
6. Secure and Confidential Interactions
Some customers prefer not to discuss sensitive information with a human agent. Your AI chatbot can handle inquiries and provide account details while adhering to strict privacy and data protection regulations, ensuring secure and confidential interactions.
7. Timely Notifications and Updates
Keeping customers informed with relevant news updates can add significant value, especially in the B2B market. If you’re in an industry where timely information is crucial, such as finance, a proactive chatbot can share important bulletins and reminders with your clients.
8. Streamlining Hiring, Training, and Work Tasks
AI chatbots aren’t just for customer service; they’re valuable tools for your employees too. In human resources, chatbots can interact with and qualify prospective hires, making the recruitment process more efficient.
Additionally, employees can use AI assistants to handle repetitive tasks, answer questions, translate information, summarize text, and manage various other assignments, boosting overall productivity.
9. Reducing Costs
By automating customer interactions and routine tasks, AI chatbots can reduce the need for a large support team, leading to significant cost savings. This makes them a cost-effective solution for businesses of all sizes.
10. Improving Data Collection and Analysis
Chatbots can gather valuable data on customer preferences, behavior, and feedback. This information can be analyzed to gain actionable insights, helping you make informed business decisions.
Integrate Your AI Chatbot with a World-Class Contact Center
Whatever AI chatbot application you choose, it should be part of a robust contact center solution. For a cloud-based service that enables smarter customer engagement, reach out to us at Towner Communications to learn about our world-class software.
In today’s fast-paced business environment, effective communication and seamless collaboration are crucial for success. We’re thrilled to announce Intermedia Contact Center is now Certified for Microsoft Teams, enhancing our service offerings!
Contact Center for Microsoft Teams
Why This Partnership Matters
Intermedia a leader in cloud solutions, has been a trusted Microsoft Gold Certified Partner for over 15 years. This new certification signifies our commitment to delivering reliable, scalable, and high-performance solutions that meet Microsoft’s stringent standards. Teams users can now access Intermedia Contact Center’s innovative features confidently from anywhere with this certification.
Advanced Features That Set Us Apart
Towner’s Intermedia-powered Contact Center offers cloud-based features to enhance business communication and customer service.
Omni-Channel Design: Manage customer interactions through multiple channels, including phone, email, and SMS, ensuring you never miss an opportunity to connect with your customers.
Advanced Call Routing & Automated Workflows: Optimize efficiency with intelligent call routing and automated processes that streamline operations and reduce handle times.
Quality Control & Reporting: Leverage extensive analytics to monitor performance and implement improvements, ensuring top-notch service quality.
SPARK AI Technology: Enhance your service with AI-driven insights, including AI Transcription for calls and voicemails, AI Transcription Redaction, AI Interaction Summary View, AI Agent Evaluator, AI Chatbot, and AI Sentiment Analysis.
How This Will Improve Your Business
Increased Productivity: Equip your team with intelligent tools to handle customer interactions more efficiently, reducing handle times and improving first contact resolution. This leads to higher productivity and better use of resources.
Enhanced Customer Experience: Ensure every customer touchpoint is exceptional with advanced analytics and AI-driven insights. By understanding customer sentiment and providing timely, accurate responses, you can significantly boost customer satisfaction and loyalty.
Seamless Integration: With our solution Certified for Microsoft Teams, you can trust in a seamless, reliable integration that enhances your existing Teams capabilities. This means smoother transitions, fewer disruptions, and a more cohesive communication strategy.
Recognized Leadership
Towner’s dedication to working with the most innovative partners has not gone unnoticed. Recently Intermedia was recognized by Aragon Research as a Leader in The Aragon Research Globe™ for the Intelligent Contact Center for SMB 2024, Intermedia and Towner continue to lead the way in providing advanced communication tools to businesses. This recognition highlights our commitment to excellence and our ability to deliver cutting-edge solutions that meet the evolving needs of businesses today.
Empower Your Team
“Intermedia is dedicated to revolutionizing workplace collaboration and customer service excellence,” said Irina Shamkova, EVP of Product Management at Intermedia. “Our certified Contact Center solution powered by SPARK AI empowers Microsoft Teams users to achieve new heights of productivity and customer satisfaction.”
Stay ahead of the curve and enhance your business communication with the trusted solutions from Intermedia and Microsoft Teams. Your journey to improved productivity and customer satisfaction starts now.
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In today’s fast-paced digital landscape, staying ahead of the curve means leveraging the best tools and partners available. We at Towner are thrilled to announce that our partner, Intermedia, has achieved a significant milestone, solidifying their position as a leader in delivering top-notch customer experiences. With their latest Microsoft Certification, Intermedia continues to prove why they are an industry frontrunner, and we, as their premier partner, are excited to bring these unparalleled solutions to you.
What Being A Microsoft Teams Certified Partner Means for Your Business
As Intermedia’s premier partner, Towner now offers you the best-in-class solutions that are Microsoft Teams Certified. This certification is not just a badge; it’s a testament to the rigorous standards and exceptional capabilities that Intermedia brings to the table. Here’s why this matters:
Seamless Integration:
Microsoft Teams Certification ensures that the solutions we provide integrate flawlessly with Microsoft Teams, enhancing your business communication and collaboration.
Reliability:
Certified solutions provide you with robust, reliable, and secure tools, all tested and verified by Microsoft.
Enhanced Customer Experience:
Intermedia’s certified solutions streamline your customer interactions, making them more efficient and ensuring better satisfaction and loyalty.
The Power of Partnership
Partnering with Intermedia allows Towner to offer you a comprehensive suite of solutions that are both innovative and trustworthy. Our collaboration means you benefit from:
Cutting-edge Technology:
Access to the latest advancements in customer experience management.
Expert Support:
Our teams are trained and equipped to support your business needs, ensuring you get the most out of your technology investments.
Scalability:
As your business grows, our solutions can scale with you, providing the flexibility needed in today’s dynamic market.
Why Choose Towner?
At Towner, we pride ourselves on being more than just a service provider. We are your partners in success. Here’s what sets us apart:
Industry Expertise:
With years of experience and deep industry knowledge, we understand the unique challenges businesses face today.
Customer-Centric Approach:
Your success is our priority. We work closely with you to tailor solutions that meet your specific needs.
Proven Track Record:
Our partnership with Intermedia and Microsoft Teams Certification speaks volumes about our commitment to excellence.
In a world where customer experience can make or break a business, having the right tools and partners is crucial. With Towner and Intermedia by your side, you’re not just getting certified solutions; you’re getting a team dedicated to your success.
Ready to take your business to the next level with Microsoft Teams Certified solutions? Contact us today and discover how Towner can help you deliver exceptional customer experiences
