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How Cloud Communications Fuel SMB Growth

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Empower Cloud Communications

In today’s digital age, small and medium-sized businesses (SMBs) need nimble communication solutions that scale with their growth. Cloud communications have become the secret sauce, offering flexibility and powerful features that empower businesses to stay competitive and agile.

Main Takeaways

  • Scalability and Flexibility: Cloud communications adapt effortlessly as your business grows, ensuring your infrastructure always fits your evolving needs.
  • Cost Efficiency: Pay only for what you use, saving significantly on upfront and maintenance costs compared to traditional systems.
  • Remote Work Enablement: Seamless collaboration across dispersed teams with features like video conferencing, virtual phones, and instant messaging.
  • Integrations: Advanced features like AI analytics and integrations with key business tools enhance productivity and customer service.
  • Disaster Recovery and Reliability: Keep your communications running, even during emergencies, with secure data storage and failover capabilities.
  • Data Analytics for Informed Decisions: Gain actionable insights from call volumes and customer interactions to refine strategies and support growth.

Scalability and Flexibility

With cloud communications, expanding to new users, offices, or features is a breeze. No more rigid infrastructure—just easy scaling to meet changing demands and support your growth.

Cost Efficiency

Traditional systems are costly, but with cloud communications, you pay as you go, managing budgets effortlessly while benefiting from the provider’s maintenance and upgrades.

Remote Work Enablement

Cloud communications enable remote work with ease, keeping teams and clients connected through virtual phone systems, video conferencing, and instant messaging.

Integrations

Integrate with your favorite business tools and leverage AI analytics, video conferencing, and more to streamline workflows and improve customer service.

Disaster Recovery and Reliability

Stay resilient during unexpected events with robust disaster recovery capabilities that keep your communications running, even in emergencies.

Data Analytics for Informed Decisions

Leverage cloud analytics to uncover insights that refine your strategies, optimize customer experiences, and align your communication with business goals.

 

Empower Your Business with Cloud Communications

Ready to supercharge your communications? Cloud communications provide the flexibility, cost efficiency, and powerful features SMBs need to thrive. Get in touch for a personalized consultation to discover how our solutions can be tailored to your business, driving scalable growth and success.

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Understanding SIP Trunk Port Numbers: How Many Do You Really Need?

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SipTrunk

Lots of people are familiar with VoIP—Voice over Internet Protocol, which allows you to make affordable calls over the internet. For years, this technology has provided the benefit of low-cost, high-quality conversations.

Yet, there’s another technology that has become just as vital, particularly for businesses. Since 1996, Session Initiation Protocol, or SIP, has revolutionized the way VoIP is accessed, making it a staple in today’s tech landscape.

Considering a cloud-based private branch exchange using VoIP? You’ll probably need SIP trunking. Let’s explore the role of SIP trunk port numbers and determine how many SIP trunks you actually need.

Key Points:

  • Towner SIP trunking facilitates VoIP for both voice calls and multimedia communications.
  • With Towner SIP trunking, you gain access to unlimited business lines at a low cost because the system operates virtually.
  • The crucial SIP trunk port numbers are 5060 and 5061, which manage the majority of your VoIP communications; however, with Towner’s world-class support, managing these details becomes hassle-free.

What Is SIP, and What’s Its Role in VoIP?

VoIP was the breakthrough technology that made digital calling over the internet possible. However, there was a challenge in enabling these calls to connect across different systems and providers.

SIP technology provided the solution and has since become the standard for facilitating VoIP communications. Think of it this way: if a VoIP call is like a subway car carrying your messages, then SIP is the station and tracks that guide each car to its destination.

SIP manages the initiation of calls, maintaining the connection, and disconnecting calls when finished.

Moreover, SIP has enabled the integration of video and text messaging into your VoIP systems. This is why you can upgrade your cloud-based PBX into a comprehensive unified communications service without needing extra devices or hardware.

What Exactly Is a SIP Trunk?

Trunking is the process that links your PBX lines both internally and with the external world, facilitating calls. Ever wonder where the term “trunk” originated? Historically, an analog PBX was connected to the outside world using a physical trunk device.

Here’s an easy way to picture it: Imagine a PBX as a tree filled with separate extensions or branches. These branches would connect to the outside world of public switched telephone lines through a trunk.

So, a trunk essentially acts as a central hub connecting a group of lines. In the past, due to the limitations of physical hardware, a traditional T3 trunk could handle only up to 28 lines. If more lines were needed, additional trunks were required.

However, the advent of SIP technology has revolutionized this setup. With everything being virtual, a single SIP trunk can support virtually unlimited lines.

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How Many SIP Trunks Are Necessary for Your Business?

You might have already guessed the answer to this question: You only need one SIP trunk! This is because these virtual solutions allow you to host unlimited lines (or “channels”) on your system.

So, the real question becomes: How many channels do you need for SIP trunking?

Although the system is virtual, the calls, conferences, and messages your system handles are still transmitting data. Your provider manages this data securely from their data centers, which is why professional VoIP and SIP trunking services still come at a cost.

Additionally, consider that the number of channels and the volume of calls you manage will require adequate internet bandwidth to ensure smooth and clear connections. It’s wise to discuss your needs with your communications service provider to determine if you need to upgrade your internet to a service that can adequately support a business line.

What Is the Purpose of a SIP Trunk Port Number?

Talking about SIP port numbers can dive deep into technical jargon pretty fast. You don’t need to grasp all the details unless you’re an IT professional.

What’s important to know is that these ports are virtual pathways that manage the flow of data for various activities. The two main port numbers used for SIP traffic are 5060 and 5061.

Port 5060 facilitates the majority of your VoIP calls through quick, non-encrypted connections. In contrast, Port 5061 is designated for traffic that requires transport layer security.

Previously, knowing these port numbers was crucial for troubleshooting. However, with today’s advanced cloud-based VoIP business lines, these details are often handled by your service provider. They should provide 24/7 support to monitor your system and guide you through any troubleshooting steps as needed.

What Advantages Does SIP Trunking Offer?

If you’re still using a legacy PBX, you might be wondering if it’s worth making the switch to the cloud. Here’s why it definitely is:

Cost Savings: Virtual systems are generally cheaper to start with, and you won’t have to pay for extra lines. You can easily scale your system up or down as needed without additional costs.

Remote and Hybrid Work Capabilities: With a secure communications system that only requires internet access, you can maintain reliable communication with your team, no matter where they are.

Reliable, Future-Proof Technology: Your service is supported by multiple data centers through your provider, ensuring business continuity even during outages or disasters.

For more insights, consider the experiences of customers who have successfully transitioned to a cloud-based phone service.

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Ready to Upgrade Your PBX to the 21st Century with SIP Trunking?

Towner SIP trunking simplifies the process of setting up a virtual business line more than ever before. Many companies can even have their cloud-based PBX up and running within just a few days, or sometimes even on the same day!

To tap into the advantages of SIP trunking, reach out to us at Towner. Whether you’re modernizing an old system or building from the ground up, we’ll help you boost flexibility and cut costs with a contemporary business phone service.

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Boost Your Business Communications with Effective Automated Call Routing

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Automated call routing

Customer service automation is an excellent tool to simplify processes and free up your team to concentrate on customer interactions. In fact, Gartner forecasts that by 2025, 85% of companies will ramp up their use of automation.

If you haven’t yet integrated automation in your contact center and communication strategies, you might be missing out. A key component of this automation is automated call routing.

Why might this technology outperform human operators in delivering personalized customer service? Let’s explore how automated routing functions and why it’s essential for your business.

Key Points:

  • An automated call routing system ensures calls are directed to the right agents in your contact center.
  • It operates on preset rules to assess, queue, and assign calls effectively.
  • Today’s contact center technology allows effortless setup and customization of your call routing system.
  • Implementing automatizations leads to more satisfied customers, reduced call abandonment, and a boost in team productivity.

Understanding Automated Call Routing: What It Is and How It Works

How Does Automated Call Routing Work?

The process of automated call routing involves three key stages:

 

  • Call Qualifying First, your system has to determine your callers’ reasons for contacting you. The automated call routing service can do this with an interactive voice response system. With IVR, callers select an option from a menu using either their keypad or a vocal response. Additionally, you can also qualify calls with information from the caller ID, your customer relationship management software, and which business number the person called. For example, a call from a certain area code might indicate a caller is more likely to speak a specific language.

  • Call Queuing Once the call’s purpose is clear, the system places the caller in a relevant queue. They remain on hold until an agent from the appropriate department is available to take the call.

  • Call Distributing Automated call routing does more than direct calls to the right department. Using the information gathered in the qualifying phase, the system uses predefined rules to transfer the call to the agent best equipped to handle the caller’s needs.

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What Types of ACR Rules Can You Implement?

The rules you establish dictate which agents receive calls, enabling you to deliver superior customer service.

Round-Robin Routing This method distributes calls evenly among your agents. Automated call routing software cycles through a list of agents, assigning each one a caller in sequence before starting the cycle anew.

Uniform Routing Similar to round-robin, uniform routing aims to balance the workload fairly. However, it directs calls to the agent who has been idle the longest or who has the least amount of talk time, helping to prevent team burnout.

Time-Based Routing This approach routes calls to agents in the same or a nearby time zone as the caller. Ideal for businesses serving national or international markets, it ensures that callers interact with agents who are likely awake and available.</p>

Skills-Based Routing Enhance your first-contact resolution rates with skills-based routing. This system routes calls to agents with the specific skills and authority needed to resolve more complex issues, reducing the need to transfer the call multiple times.

VIP or Relationship-Based Routing VIP routing prioritizes certain high-value customers, ensuring they receive prompt attention. Additionally, you can assign dedicated relationship managers to specific customers who merit extra care, optimizing service for those who contribute the most to your profits.

AI-Assisted Predictive Behavior Routing Leverage artificial intelligence to refine how calls are routed. Using machine learning algorithms, your system can predict which agent is best suited for a caller based on live and historical data. This insight also helps in recognizing and rewarding top-performing agents.

What Are the Benefits of Automatization

Automated call routing offers several key advantages for your organization.

Happier Customers Automated call routing helps resolve customer issues faster and enhances overall interactions with agents. This results in shorter wait times and often leads to higher customer satisfaction ratings.

More Productive and Efficient Workforce Automated call routing alleviates common problems like idle agents and overworked team members, which can lead to employee burnout and high turnover rates. By optimizing workflows with this technology, you can foster a more engaged and productive workforce.

Additionally, your contact center software continuously records performance stats and provides an intuitive dashboard for easy analysis. Insights gained from this data help you refine your call routing rules and schedule your team more effectively, boosting overall operational efficiency.

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Reduced Call Abandonment Rates Callers who hang up due to long wait times might seek services from your competitors. By enhancing the customer experience with automated call routing, you can decrease the number of abandoned calls, reduce the need for callbacks, and ultimately lower customer churn.

How Can You Quickly Implement Automated Call Routing?

Automated call routing comes packed with features your customers will appreciate. Thankfully, you don’t need to search for new software to integrate into your contact center to enjoy these benefits. Leading cloud contact center solutions already include advanced call routing capabilities.

Contact us to learn how Towner’s Contact Center simplifies the implementation of automated call routing.

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Are Desk Phones Still a Player in Today’s Business Communication Game?

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Are Desk Phones Still a Player in Today’s Business Communication Game?

In an era dominated by smartphones and digital communication tools, the question often arises: do desk phones still hold their ground in the modern business ecosystem? At Towner Communications, we believe the answer is a resounding yes. Desk phones, much like the classic vinyl record in the music industry, have evolved rather than become obsolete. Let’s delve into why and how desk phones continue to be an indispensable asset for businesses.

Key Takeaways:

  • Desk Phones Maintain Relevance: Despite the digital revolution, desk phones remain crucial in the business communication ecosystem for their reliability, clarity, and user-friendly features.
  • Unmatched Reliability and Clarity: Desk phones offer superior sound quality and fewer dropped calls, ensuring effective communication in critical business operations.
  • Simplicity and Efficiency: Desk phones ensure simplicity, boosting workplace efficiency and accessibility for everyone.
  • Advanced Features for Modern Businesses: Modern desk phones offer conference calls, CRM integration, and robust security, empowering businesses.
  • Security First: Desk phones provide unmatched security, safeguarding business communications from digital threats.
  • Towner Communications’ Innovative Solutions: Towner Communications delivers secure, reliable business phone solutions blending traditional and modern tech for dynamic enterprises.
  • The Future is Integrated: By leveraging the strengths of both desk phones and digital communication tools, businesses can enjoy a comprehensive, future-proof communication strategy with Towner Communications.

The Unwavering Value of Desk Phones

Despite mobile devices, desk phones excel in efficiency, reliability, and professionalism for businesses.

Reliability and Clarity

In the bustling environment of a business setting, clarity and reliability are non-negotiable. Desk phones ensure clearer, uninterrupted calls with superior sound and fewer drops than mobiles.

Ease of Use

For all the advancements in technology, simplicity remains king. Desk phones provide a straightforward, user-friendly interface that is accessible to all employees, regardless of their tech savviness. This ease of use is crucial in high-pressure situations where quick response times are vital.

Feature-Rich

Modern desk phones are not the clunky devices of the past. Equipped with advanced features like conference calls, call transfer, and CRM integration. These features enhance productivity and streamline various processes within a business.

Security

In today’s digital age, security cannot be taken for granted. Desk phones provide enhanced security over mobiles, making them safer for sensitive business talks.

Towner Communications: Pioneering Future-Proof Solutions

Towner Communications knows success means adapting with effective tools that deliver consistent results. We provide advanced business phone solutions blending classic reliability with modern features.

Our solutions prioritize your needs, ensuring unmatched reliability, clarity, and security for seamless, safe communications. Our options seamlessly integrate with current systems for a smooth upgrade in communication strategies

Embracing the Best of Both Worlds

Navigating future business communications shows desk phones and digital tools as allies, not foes. Towner Communications merges both strengths, offering comprehensive, future-proof solutions for business success and growth.

Despite evolution, desk phones remain reliable and effective, trusted by businesses. At Towner Communications, we’re here to ensure that your business harnesses the full potential of these invaluable assets.

Stay ahead of the curve with Towner Communications—where tradition meets innovation in business communication.

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The Power of Auto Attendants in Modern Business Communications

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The Power of Auto Attendants in Modern Business Communications

As a dynamic professional navigating a bustling schedule, optimizing every moment and resource is paramount. Your clients echo this sentiment, seeking assurance that you value their time with swift and seamless interactions.

This is where the auto attendant emerges as an indispensable asset for forward-thinking businesses. Among the quarter of companies eager to amplify operational efficiency, investing in this technology is a strategic move.

Dive into the capabilities of auto attendants and discover why integrating one into your communication strategy is essential.

Key Points:

  • An auto attendant acts as a digital receptionist, efficiently managing and directing your company’s incoming calls.
  • An Interactive Voice Response (IVR) system represents a sophisticated iteration of the auto attendant, designed specifically for contact center environments.
  • By integrating auto attendants, businesses can significantly reduce operational costs and enhance overall efficiency.

The Mechanics of Auto Attendants

An auto attendant serves as a virtual system designed to welcome callers and guide them to their intended destination within your organization’s phone system. This automated solution seamlessly directs calls to specific extensions, eliminating the need for a live operator. Aptly termed a “virtual receptionist,” it offers an efficient call management solution.

Upon calling, the auto attendant greets individuals with a menu of options, allowing them to directly dial their desired department or person.

A pivotal aspect of the auto attendant’s functionality is its capability to manage calls beyond regular office hours. It serves as a reliable alternative when direct human interaction isn’t available, during after-hours, or amidst peak calling periods.

Furthermore, the system plays a crucial role in maintaining call flow and preventing bottlenecks. If the caller does not respond or act within a specified timeframe, the auto attendant ensures to clear the line by terminating the call.

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Auto Attendant vs. IVR: Understanding the Difference

Auto attendants and IVR systems streamline calls but serve distinct business needs. IVR emerges as an evolved form of auto attendant, tailored for contact centers grappling with a high volume of calls. It’s the go-to choice for organizations entrenched in continuous customer support or outbound sales activities.

Auto attendants fit smaller businesses with manageable call volumes, sans constant outbound efforts.

A notable capability of IVR is its ability to comprehend spoken commands from callers, in addition to recognizing keypad selections. Enables extensive self-service like transactions, appointments, and accessing info without human help.

For companies looking to streamline their communication technologies into a cohesive system, unified communications offer a solution. An auto attendant is part of the broader UCaaS platform, like Towner Cloud. For advanced IVR needs, platforms like Intermedia Contact Center with Easy-IVR blend sophistication with UCaaS benefits.

Essential Features of Auto Attendants for Progressive Businesses

Innovative businesses choose unified communications with auto attendants for superior service and team collaboration. Wondering which system to select? Consider these pivotal features.

Simplicity in Setup and Customization

The value of an auto attendant diminishes if the navigation menu becomes so convoluted that callers invariably require direct human assistance to reach their desired contact. This scenario not only aggravates customers but also burdens your staff.

It’s crucial to have the capability to effortlessly craft and refine your menus to suit your customers’ needs. For instance, placing the most frequently sought-after departments or personnel prominently can streamline the calling process. Furthermore, ensuring clarity in distinguishing between departments with overlapping roles is essential to direct callers accurately.

Moreover, the incorporation of intuitive administrative interfaces enables the tailoring of menus for specific operational hours or geographical considerations, allowing for the customization of caller experiences based on the time or location of the call.

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Managing High Call Volumes

It’s imperative to equip your auto attendant system and overall communications framework to manage the entirety of your incoming call traffic. A system that frequently disconnects callers can lead to customer attrition. Towner’s UCaaS offers unlimited calling capacity, ensuring all caller needs are met.

Directory Access via Name Dialing

A dial-by-name directory lets customers skip menus to quickly reach specific contacts. This feature enables callers to input the initial letters of an individual’s name, swiftly connecting them to the appropriate party.

Streamlining Communication with Multi-Format Message Delivery

Enhance efficiency for your team by enabling specific numbers to receive communications via text, email, or fax. This flexibility allows recipients to choose their preferred method of message delivery, facilitating quicker and more effective responses.

Spam Call Management

Configure your auto attendant to eliminate disruptive spam calls, enhancing productivity. You can achieve this by programming the system to automatically block calls from specific numbers or area codes. Alternatively, by requiring all callers to enter a basic keypad response upon connecting—a task spam bots cannot perform—you ensure that unauthorized calls are promptly disconnected, keeping your lines clear and your workflow uninterrupted.

Menus in Multiple Languages

Catering to a global audience? Offer multilingual menus to ensure easy access for all customers to appropriate contacts.

Start Today with Towner’s Auto Attendant

Use an auto attendant for 24/7 virtual reception, managing call flow with ease. Ready to leverage the comprehensive advantages of an auto attendant within a unified communications framework? Reach out to Towner to discover the steps to initiate your setup.

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Revolutionizing Healthcare Communications: Introducing AI For Healthcare Solutions

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Revolutionizing Healthcare Communications: Introducing AI For Healthcare Solutions

Thrilled to announce the launch of Intermedia AI For Healthcare Solutions, leading the way in intelligent cloud communications and collaboration. Our relentless innovation in cloud tech and AI revolutionizes healthcare communications and collaboration for seamless, comprehensive solutions.

At Intermedia and Towner, we understand the critical role effective communication plays in delivering quality healthcare. With Intermedia Healthcare Solutions, our goal is to empower healthcare providers to effortlessly navigate the complexities of patient care. By seamlessly integrating essential tools and leveraging AI technology to enhance solution performance. We dedicate ourselves to delivering exceptional patient care and fostering provider excellence, without compromise.

A key component of our AI For Healthcare Solutions is our seamless integration into leading electronic health records (EHR) systems, including Epic Systems, Oracle Cerner, MEDITECH, athenahealth, eClinicalWorks, NextGen Healthcare, and Veradigm. Crafting EHR integrations for instant, simplified patient record retrieval during calls, offering tailored dashboards with essential patient information. This ensures medical staff and providers have the necessary data for effective patient interactions.

Intermedia Healthcare Solutions caters to the diverse needs of healthcare organizations of all sizes. Over 150,000 healthcare pros use our cloud solutions, from municipalities to hospitals to individual practices. Unified platform addresses patient care, outcomes, cost reduction, revenue growth, HIPAA compliance, reliability, ease of use, security, and access.

Key highlights of Intermedia Healthcare Solutions include:

Efficient Inbound Patient Communications:

Efficiently handling multichannel communication, leveraging EHR data for intelligent routing, ensuring swift interactions and easy access.

Streamlined Patient Call Management:

Integrating voice calls with EHR for rapid patient verification and record retrieval, enhancing staff productivity and response times.

Proactive Outbound Communications:

Engage patients through voice, SMS, and video, triggered by real-time EHR events like appointment reminders, billing notifications, and prescription refills.

Seamless Internal Collaboration:

AI-powered tools enable seamless staff collaboration via voice, chat, video, and file-sharing, boosting teamwork and efficiency across locations.

AI-Driven Conversation Insights:

Empowering supervisors with Intermedia SPARK AI™ tools for better issue identification and focus on crucial organizational and patient care conversations.

HIPAA-Compliant:

Encrypt and archive patient communications for up to 10 years, ensuring HIPAA compliance and data security standards adherence.

“With Intermedia Healthcare Solutions, we are committed to empowering healthcare providers to navigate patient care complexities effortlessly,” says Jonathan McCormick, COO and CRO at Intermedia. “Effective communication is fundamental to delivering quality healthcare, and our innovative platform is designed to streamline operations and enhance patient care outcomes.”

“Healthcare organizations require communication tools that positively impact the entire patient journey,” adds Zeus Kerravala, Founder and Principal Analyst at ZK Research. “Intermedia’s comprehensive communications offering tailored to their organization and patients’ needs is a game-changer.”

Explore Intermedia Healthcare Solutions further here.

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Costly Consequences: 3 Compelling Reasons to Keep Your Communications System Up-to-Date

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Costly Consequences: 3 Compelling Reasons to Keep Your Communications System Up-to-Date

Athletes lose races by fractions of a second. Whether running, skiing, or swimming, the margin determines winning or losing. In the business world, tight competition exists in every industry. Competitors who are faster, efficient, and customer-focused prevail. Your business systems are vital for a competitive edge. They must operate reliably, especially your communication system. Falling behind is costly for various reasons; here are three.

Key Takeaways:

  • Up-to-Date Systems are Crucial: Ensure competitive edge. Accelerate time to market.

  • Costly Productivity Losses: Inefficiencies cost $1.2 trillion. Strain workplace relationships.

  • Advanced Tech is Essential: Seek efficient solutions. Embrace better tools.

  • Customer Experience Drives Revenue: Great experiences boost revenue. Every employee shapes interactions.

  • Mitel Software Assurance Solution: Mitigate falling behind risk. Ensures up-to-date software, security.

  • High-Performance Comparison: Like athletes, companies need new capabilities. Stay competitive and efficient.

Facilitated Communication Expedites Time-To-Market:

Enhancing Time To Market Through Seamless Communication Achieving a swift time to market requires seamless collaboration across all facets of your organization. Every team member must have the capability to connect, collaborate, and share information effortlessly, regardless of their location or the time of day.

If your communication system lags behind, your teams are unable to harness the latest features and functionalities available in the web, mobile, and desktop applications crucial for staying interconnected. Similar to elite athletes, your teams require every advantage available. Even seemingly minor advantages can have a significant impact, especially when multiplied across your entire organization.

Ensuring your communication system is up to date ensures that your teams always have access to the latest voice, messaging, video conferencing, screen sharing, and file-sharing capabilities.

Depending on how long your communication system has been without updates, bringing it up to speed could introduce new capabilities that invigorate collaborative initiatives throughout your teams.

The Cost of Lost Productivity Surpasses Your Estimate:

A survey conducted by Grammarly Business involving over 1,600 business leaders and knowledge workers revealed that 72% of the workweek is dedicated to communication and collaboration. The resulting inefficiencies incur a staggering cost exceeding $1.2 trillion annually, equating to $12,000 per employee.

However, the impact of productivity losses goes beyond monetary figures. Almost half of the respondents noted that inefficient communication and collaboration led to conflicts with colleagues and other departments, creating challenges that are harder to quantify but nonetheless detrimental to any business.

To address these issues, communication technologies with advanced features play a pivotal role in enhancing efficiency. What was considered cutting-edge not long ago is now surpassed by newer capabilities. Recognizing this, your staff expects you to provide more effective solutions.

Among the survey participants, 58% of knowledge workers and 73% of business leaders expressed the belief that better tools would make them more effective. Remarkably, 80% of business leaders are contemplating investments in AI tools.

In essence, employees are signaling that they appreciate their current tools but seek enhancements. Keeping your communication systems consistently updated with the latest features is the most straightforward way to meet this demand.

Exceptional Customer Experiences Hinge on Effective Communication:

Several statistics affirm that an enhanced customer experience directly correlates with increased business revenues. The pivotal factor lies in optimizing customer interactions with your organization across various touchpoints. Beyond contact center technology and agent services, adopting a holistic approach to the entire customer journey is essential.

As stated by customer experience consultants Temkin Group, every individual within a company contributes to determining whether it consistently provides positive or negative human or digital interactions. Your business communications system significantly influences these interactions. When assessing your current communication system, consider how customers engage with your sales team and remote employees. Also, examine how internal teams collaborate, especially in scenarios requiring customized solutions, changing delivery dates, or addressing supply chain challenges.

A deficient communication system can lead to customer disillusionment, with potential assumptions that the outdated system encountered during interactions reflects the overall state of your organization. Customers might attribute challenges in their orders or inquiries to a perceived lack of effort or care, unaware that the issues stem from outdated communication technology causing internal disconnects.

Ensure Your Communication System Doesn’t Fail You

These examples make it clear that a business risks falling behind if its communication system falters.

For those utilizing the MiVoice Business platform for communication and collaboration, there’s a straightforward way to mitigate this risk—renew or reactivate your Mitel Software Assurance subscription.

Mitel Software Assurance ensures that your MiVoice system is equipped with the latest software and features for voice, data, and video communications and collaboration. It also provides protection through the implementation of the latest security fixes to address vulnerabilities.

Moreover, the subscription offers proactive fault reporting and performance analytics, enabling the resolution of system issues before they impact your business. 

This proactive approach mirrors the way high-performance athletes readily embrace new capabilities to gain a competitive edge. Similarly, high-performance companies must adopt a similar strategy.

 
 

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Why AI for Small Business Is A Game Changer

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AI for small business

Artificial Intelligence (AI) has revolutionized our daily lives and professional environments, permeating virtually every aspect of our activities. It has transformed how we search for and process information, as well as the way we engage with others.

Once viewed as complex, AI was deemed exclusive to larger corporations, limiting its adoption by business leaders. However, with the increasing accessibility of AI systems, especially in communication platforms, this notion is no longer accurate.

AI has the potential to empower small and medium-sized businesses (SMBs) as effectively as it does for larger counterparts. Surveys indicate that up to 91% of small business leaders believe AI has contributed to the success of their companies. Mark Sher, Intermedia’s SVP of Product Marketing, highlights AI’s transformative impact and the commitment to SMB accessibility.

“As AI reshapes the business landscape, Intermedia recognizes that its impact extends far beyond larger enterprises. Our commitment lies in making the transformative power of AI accessible to SMBs,” said Mark Sher, SVP of Product Marketing at Intermedia.

“Intermedia empowers SMBs with AI solutions that enhance productivity, upgrade business insights, improve customer care, update security and compliance, reduce errors, and unlock opportunities for innovation and profitability. The era of AI exclusivity for big budgets is over; Intermedia is ushering in an era where intelligent innovation benefits businesses of all sizes.”

The Impact of AI For Small Business

A significant majority, specifically 87% of organizational leaders, are confident that the integration of AI and machine learning will contribute to enhancing customer experiences, improving efficiency, and driving revenue growth. SMBs can harness AI, such as generative AI and natural language processing, for significant growth opportunities. Partnering with the right solution provider enables companies to:

Boost Productivity and Streamline Operations: 

The core success of any business hinges on the productivity and efficiency of its team members. As businesses undergo evolution and workflows become more intricate, heightened productivity and efficiency become essential for organizational success. AI emerges as a transformative force capable of driving these positive changes.

AI streamlines repetitive tasks, ensuring employees access data effortlessly for informed decision-making. Utilizing Natural Language Processing (NLP), a system can automatically transcribe audio and video calls, along with voicemails and customer interactions. Some advanced solutions can even autonomously identify key topics and action items, providing valuable guidance for today’s workforce.

AI integration reduces time on tasks like analyzing recordings, allowing team members to focus on effective information utilization.

Enhance Business Intelligence:

Data stands out not only as the world’s most valuable resource but also as a critical tool for companies. Effective decision-making, whether in scheduling or CX initiatives, hinges on utilizing data efficiently.

Transforming raw data into insights is complex, particularly with the surge in daily information generation by companies. AI excels in handling vast amounts of data and translating it into valuable insights.

AI is crucial for decoding the customer journey and understanding target audience preferences, especially in contact center support. Intelligent tools swiftly pinpoint areas for improvement in business processes. A tool with sentiment analysis distinguishes actions that build customer loyalty from those causing churn.

Enhance Customer Care (and Foster Loyalty):

AI transforms customer engagement. 73% prioritize customer experience, emphasizing the paramount importance of effective customer support in business choices.

As consumer expectations evolve, adapting to dynamic changes becomes intricate without the right tools. AI provides diverse avenues for enhancing customer interactions. Sentiment analysis tools assist companies in gauging customer sentiments regarding specific conversations and services.

AI-generated interaction summaries offer agents valuable insights for elevating the customer experience through personalization and data-driven strategies. Tools boost contact center efficiency with intelligent automation and AI agents for innovative self-service options. The cumulative effect is a faster and more efficient customer service experience.

Enhance Security and Compliance Measures:

Exceptional experiences, brand reputation, and compliance demand an upgraded approach to security and data protection. Even a minor mistake or human error can result in significant fines and customer loss.

AI offers the capability to automate and optimize various processes crucial for maintaining compliance. For example, intelligent tools can automatically identify sensitive data within customer conversations and redact such information from recordings and transcriptions.

AI tools vigilantly monitor agent-consumer conversations, swiftly alerting supervisors to any instances of non-compliance. This proactive approach establishes a more secure business environment, allowing companies to safeguard their intellectual property, consumers, and employees.

Reduced Errors and Enhanced Consistency:

Human expertise is essential, yet the common challenge for business leaders is the prevalence of human error in workflows. Engaging in repetitive tasks consistently can lead to occasional mistakes by staff members.

AI plays a crucial role in mitigating this challenge. Integrating AI and machine learning in technologies like contact centers and robotic automation speeds processes, reducing error risks.

AI systems can undergo training to adhere to standardized workflows tailored to the specific needs of businesses across various industries. Retailers, for example, can leverage AI to refine marketing strategies, predict customer requirements, and automate staffing decisions. Financial firms leverage AI to automate and improve precision in processes like creating customer quotes and invoices.

Opportunities for Innovation and Enhanced Profitability:

Companies confidently explore AI applications. Generative AI inspires advanced marketing, personalized services, and distinctive products, guiding companies effectively.

Companies leverage AI for enhanced customer service, offering intuitive self-help tools for secure payments and personalized product recommendations.

This avenue for innovation not only opens up possibilities for increased profitability but also enhances customer retention. Simultaneously, AI technology plays a role in reducing operational costs, contributing to the overall financial well-being of any business.

AI:

AI empowers SMBs, no longer exclusive to large corporations, as accessibility grows with user-friendly tools and customizable solutions. Innovators integrate user-friendly AI tools for customer service, marking the dawn of accessible intelligent innovation.

For SMBs, AI holds the potential to revolutionize productivity, efficiency, and profitability. AI unlocks insights, reduces errors, and transforms customer service, profoundly impacting smaller businesses.

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Optimizing Customer Engagement: Elevate Efficiency and Effectiveness Using Intermedia Contact Center and Envision Analytics

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Optimizing Customer Engagement: Elevate Efficiency and Effectiveness Using Intermedia Contact Center and Envision Analytics

In the dynamic and fiercely competitive landscape of today’s business world, cultivating outstanding customer interactions is an absolute necessity. Intermedia Contact Center simplifies and enhances customer engagements across various channels: phone, chat, SMS, and email. Fueled by advanced technologies like AI, automation, virtual agents, and intelligent call routing, it sets the standard for efficiency.

Cloud platform empowers remote customer care, ensuring flexibility and driving operational excellence. It enriches the overall customer experience without overburdening resources.

Businesses embrace Intermedia Contact Center, integrating Envision Analytics for significant strides in streamlined and improved customer care. The integration marks a significant leap, reflecting a commitment to ongoing innovation and enhanced customer relationships.

Empowering Customer Interactions and Boosting Business Performance with Envision Analytics

Integrating seamlessly with Intermedia Contact Center, Envision Analytics brings customer interactions to unprecedented levels of excellence. Its dashboards and reports act as robust tools, leveraging both real-time and historical interaction data. These tools empower supervisors with profound insights, enabling them to make informed, responsive decisions. Consequently, this fosters more intelligent work practices, heightens productivity, and results in superior customer care.

Elements in Envision Analytics for Intermedia Contact Center comprise

  • Queue Performance Dashboard: Customized dashboard displays historical call queue metrics—service levels, talk times, and abandoned calls, catering to individual preferences. Supervisors focus on KPIs aligned with goals, making data-driven decisions to enhance efficiency and customer satisfaction.
  • Agent Performance Dashboard: Frontline user (agent)-friendly tool provides insights into individual call performance metrics with user-friendly visualization. Supervisors can effortlessly monitor and optimize their team’s performance, ultimately leading to enhanced customer service.

Sustained Advancements and Improvements

In the last year, Intermedia introduced upgraded Envision Analytics for its comprehensive solution, Intermedia Unite, enhancing communication, collaboration, and productivity. These new features include:

  1. Service Adoption Dashboard: Facilitates the optimization of Unite services utilization within organizations.
  2. Historical Voice Calls Dashboard: Presents an enhanced overview of call activity, incorporating additional KPIs and improved navigation.
  3. User Activity Report: Offers a more detailed breakdown of individual user behavior to enhance resource optimization.

Intermedia and Towner empower businesses with innovation, fostering lasting relationships. Envision Analytics launch attests to dedication, equipping for competitive success.

 
 
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The Future Of Business Is An AI Assistant

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AI Assistant

In today’s fast-paced world, businesses continually seek tools and solutions to enhance efficiency, productivity, and performance. Recognizing the ever-growing demand for secure and accessible AI solutions, Intermedia has boldly transformed the workplace by introducing its AI Assistant.  What’s the buzz all about? Let’s dive in and explore the fantastic benefits of integrating generative AI directly into Towner’s Elevate offerings.

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Amplify Your Productivity With AI Assistant

Imagine having a virtual assistant at your fingertips, ready to tackle tasks like content creation, data summarization, complex calculations, code reviews, and much more. The Towner AI Assistant by Elevate is your secret weapon for completing these tasks faster and with exceptional quality.

Stop wasting time switching between different apps or platforms; our Assistant seamlessly integrates within your Towner Elevate experience. It’s like having your personal work guru, right where you need it.

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Private and Secure

One of the standout features of our Assistant is its commitment to privacy. Unlike other AI services that store your interactions for training purposes, our AI solution follows a strict privacy-first principle. Your business keeps your data confidential; it doesn’t store it in some distant AI engine.

This privacy-focused approach is a game-changer, particularly for businesses in industries that require strict data archiving and retrieval compliance. With our AI Assistant, you have full control and peace of mind over your data.

Seamless Integration

We understand the value of time. That’s why we’ve made it incredibly easy for Business Administrators to enable Elevate Towner Assistant with just one click. No need for complex installations and configurations; our streamlined process ensures you can harness the full potential of AI-driven productivity without breaking a sweat.

Fueled by SPARK AI Technology

Intermedia SPARK AI Technology fuels our Assistant behind the scenes.

This foundational AI technology is intelligently and responsibly integrated throughout our communications, collaboration, and contact center platform to assist teams throughout their day.

Ready to unlock the potential of AI in the workplace? The AI Assistant is here to help simplify work, making your teams more productive and secure. It doesn’t just serve as a tool; it transforms how work gets done. Embrace the future with the AI Assistant.

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Getting excited about unlocking a better more awesome way to do business? give us a shout and request a demo!

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