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Fed Up With Tech Support Nightmares? Discover Kansas City’s Game-Changing Communication Solution

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travis kelce making a heart gesture in Kansas City, representing teamwork and local pride with Towner Communications

You’re busy running a business, not playing tech support roulette. Long wait times, endless transfers, and support agents who couldn’t find Kansas City or even the Midwest on a map—sound familiar? It’s time to stop settling and start thriving.

At Towner Communications, we don’t just sell solutions; we deliver Elevate—a cloud communications platform designed to revolutionize how Kansas City businesses connect, collaborate, and conquer their challenges. Oh, and did we mention we’re local? That’s right—no faceless call centers, just real people who care about your success.

The Problem: Tech Support That Feels Light-Years Away

Picture this: you’re on hold with your current provider, listening to generic hold music for what feels like an eternity. When you finally connect, you’re greeted by someone who barely understands your issue, let alone your business. Sound familiar? You’re not alone.

Common Frustrations with Non-Local Providers:

  • Eternal Hold Music: Who knew Beethoven’s 5th could drive you to madness?
  • Robots or Humans?: Chatbots or unhelpful reps—either way, no resolution.
  • Small Fish Syndrome: Big-name providers focus on large accounts, leaving smaller businesses to fend for themselves.

The Solution: Elevate by Towner Communications

Imagine a world where every call gets answered, every issue gets resolved, and every feature just works. That’s what Elevate brings to your business. It’s not just a communication platform; it’s your business’s secret weapon.

Why Elevate?

  • All-in-One Simplicity: One platform for phones, video conferencing, SMS, chat, and file sharing.
  • Always-On Reliability: 99.999% uptime means you’ll never miss a beat.
  • Built for Business: Advanced AI tools like auto-transcriptions and sentiment analysis.
  • Security You Can Trust: Triple Shield Security™ ensures your data is always protected.

Kansas City Businesses Love Elevate:

From healthcare to manufacturing, Elevate has transformed local companies by streamlining operations, reducing costs, and enhancing customer experiences.

Why Local Support Matters (Spoiler: It’s a Game-Changer)

When you choose Towner Communications, you’re choosing more than a service provider—you’re choosing a neighbor. We’ve been a Midwest staple serving Kansas City businesses since 1947, and we know what makes our community tick.

The Towner Difference:

  • Real People, Real Solutions: Our local team is just a call away—no robots or endless transfers.
  • We Know You: Familiar faces with a deep understanding of your business.
  • 24/7 Availability: Whether it’s 2 p.m. or 2 a.m., we’ve got you covered.

Advanced Technology Meets Kansas City’s Best Service

Elevate offers the cutting-edge features you need, paired with the human touch you deserve.

  • Smart Features: AI-powered assistants, automatic meeting transcriptions, and call sentiment tracking.
  • Built-In Compliance: HIPAA, FINRA, and SEC-compliant, because peace of mind matters.
  • Scalable Plans: Mix-and-match licenses so you only pay for what you need.

Real Results for Kansas City Businesses

Case Study:
A local construction firm was juggling communication between job sites, suppliers, and clients. With Elevate:

  • 30% Faster Response Times: Seamless mobile app integration keeps everyone in sync.
  • Increased Savings: Consolidated tools saved over $10,000 annually.
  • Happier Clients: Reliable communication means no more missed deadlines or frustrated customers.

Your Business Deserves Better—Let’s Elevate It

Tired of playing second fiddle to bigger clients? At Towner Communications, every business gets VIP treatment. It’s time to trade in frustration for innovation.

Here’s What to Do Next:

  1. Call Us Today: Our local experts are ready to help at 913-780-1366.
  2. Schedule Your Free Communication Makeover: Let’s customize Elevate for your business.
  3. Check Us Out Online: Visit townerkc.com to learn more.
Vibrant crowd at CPKC Stadium showcasing Kansas City spirit and teamwork, just like Towner Communications' local service and cloud solutions.

The Midwest & Kansas City’s Trusted Partner Since 1947

At Towner Communications, we believe every business deserves world-class technology paired with local service that truly cares. Whether you’re a small startup or a growing enterprise, Elevate and Towner are here to help you thrive.

Call Today, Thrive Tomorrow

Ready to ditch tech headaches and elevate your business? Call 913-780-1366, and let’s get started!
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FAQ: Quick Answers for Curious Minds

Q: How does Towner’s local support compare to big-name providers?

A: With Towner, you get real people who understand your needs—not a faceless call center.

Q: Can I switch to Elevate without downtime?

A: Yes! We make switching seamless and hassle-free.

Q: Is Elevate secure?

A: Absolutely! Triple Shield Security™ ensures your data is protected at every level.

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The Ultimate Contact Center Glossary: From ACD to Omnichannel – Everything You Need to Know to Elevate Customer Service

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Comprehensive guide to contact center terminology covering key terms like ACD, IVR, SLA, and omnichannel customer service for optimized customer support

The evolution from call centers to contact centers has come with a fresh lexicon of terms, metrics, and tools. In this definitive guide, we break down the essential contact center terminology, enriched with real-world applications, comparative insights, and practical tips. Whether you’re a CTO, customer service leader, or industry partner, this glossary is your go-to resource for mastering the language and strategies that drive top-tier customer service.

Contents

1. Agent 

Definition: The agent is the human connection point in customer service—handling calls, chats, emails, and sometimes social media inquiries. Also known as customer advisors or representatives, they are responsible for delivering stellar service and resolving issues efficiently.

Real-World Application: Towner recently partnered with a retail company to improve agent efficiency, reducing handling time by 20%. Empowered with training and the right tech, agents created faster resolutions, raising the company’s NPS score.

2. Automatic Call Distribution (ACD) 

Definition: ACD is a system that intelligently routes incoming calls to the most appropriate agent or queue based on criteria like skill set and availability.

Why It Matters: Efficient ACD routing directly impacts customer satisfaction and speed of resolution. At Towner, our ACD implementations have consistently reduced wait times, resulting in a 15% increase in customer satisfaction for our clients. By handling peak call volumes seamlessly, ACD solutions are essential for maintaining SLAs and reducing abandoned calls.

Diagram illustrating the Automatic Call Distribution (ACD) process in a contact center

3. Agent Status and Status Codes 

Definition: Agent Status indicates availability (e.g., available, busy, on a break), while Status Codes provide specific activities like “On Lunch” or “After Call Work.”

Pro Tip: Efficient use of status codes keeps workflows smooth. Towner’s clients, for instance, use customizable codes to optimize agent availability, with supervisors regularly auditing code usage for peak efficiency.

Formula for Calculating Agent Utilization:

4. Average Handle Time (AHT) 

Definition: AHT is the average time spent from the start to finish of an interaction, factoring in talk time, hold time, and after-call work.

Formula:

AHT=Talk Time + Hold Time + After call Work / Total Calls Handled

Insight: Lowering AHT is a balancing act. Too low, and quality might suffer. Towner’s training programs have helped reduce AHT by 15% while keeping customer satisfaction high by focusing on targeted troubleshooting.

5. Average Speed of Answer (ASA) 

Definition: ASA measures the average time it takes for an agent to answer a call. Many organizations set benchmarks, like answering 80% of calls within 20 seconds.

Optimization Tip: Our clients have improved ASA by 10% after implementing smart call-back options and proactive staffing during peak times. Faster answers mean happier customers and fewer abandoned calls.

6. Abandoned Call

Definition: An abandoned call is one that disconnects before reaching an agent, often due to extended wait times.

Example Solution: Towner’s clients use hold music combined with estimated wait times to reduce abandonment rates. This proactive approach shows the customer their wait is worthwhile, retaining potential business.

Stat to Consider: A 1% decrease in abandoned calls can correlate with up to a 5% increase in conversions, particularly in high-stakes sectors like healthcare and financial services.

7. Contact Center vs. Call Center

Definition: Unlike traditional call centers that focus on phone interactions, contact centers handle multiple channels—phone, email, chat, social media.

Table comparing features of contact centers versus call centers, such as channels supported and reporting capabilities

Why It Matters: Omnichannel capability is a must-have today. Our clients experience increased customer satisfaction by unifying all interactions under a single platform.

8. Direct Inward Dialing (DID)

Definition: DID allows customers to dial directly to a department or individual extension without going through a main line, often used in conjunction with IVR systems for efficient routing.

Real-World Impact: Direct dialing simplifies customer journeys, giving VIP clients or high-priority contacts direct access to their dedicated representatives.

9. Hunt Group / Ring Group 

Definition: A Hunt Group or Ring Group enables simultaneous ringing of multiple extensions until an agent answers. This is ideal for smaller groups without the complexity of ACD.

Practical Insight: Smaller organizations or specialized teams find Hunt Groups practical for quick response, especially when coupled with DID for tailored access.

10. Interactive Voice Response (IVR) 

Definition: IVR is an automated system that interacts with callers and directs them based on preset flows. This technology can range from simple routing to advanced account lookups.

Optimization Tip: A streamlined IVR keeps customers happy. Towner’s clients have cut average call times by 25% with IVR systems that get straight to the point, improving satisfaction without sacrificing support.

IVR Flow Example:

Interactive Voice Response (IVR) flow chart showing options for routing customer calls

11. Service Level (SL) and Service Level Agreement (SLA) 

Definition: Service Level is a performance metric, while SLA is a contractual agreement with specific targets (like response time or resolution rate).

Why SL and SLA Matter: Consistently hitting SL targets builds trust with clients. Towner’s SLAs ensure that clients’ customers always get the expected level of support, which is a major differentiator in industries with strict service benchmarks.

Service Level Goal Example:

SL Target = (Calls Answered within Time Goal / Total Calls) x 100 ​

12. Omnichannel Customer Service 

Definition: Omnichannel Customer Service allows agents to assist customers seamlessly across multiple channels, improving customer satisfaction by meeting them where they are.

Real-World Insight: Towner’s omnichannel implementations have increased client engagement by 30%, with customers enjoying seamless transitions between channels like email, chat, and voice support.

Key Metrics for Measuring Success:

  • Customer Satisfaction Score (CSAT)
  • First Contact Resolution (FCR)
  • Net Promoter Score (NPS)

FAQ Section: Common Questions in Contact Centers

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Upgrade Without the Sticker Shock: How Towner Helps Companies Achieve Affordable Telecom Transitions

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Upgrade Without the Sticker Shock: How Towner Helps Companies Achieve Affordable Telecom Transitions

Upgrading to affordable telecom solutions in Kansas City can be daunting, especially with concerns about costs and achieving ROI. For businesses relying on legacy systems, finding the right partner to manage these upgrades is critical.? For CFOs, CIOs, and CTOs, legacy tech like NEC and Toshiba often struggles to meet today’s business needs. But the fear of making a costly investment that doesn’t pay off is just as real.

At Towner Communications, we get it. Our approach is simple: affordable telecom solutions with quality and a proven track record guiding businesses through upgrades. Let’s break down how we do it.

The Real Cost of Avoiding Cost-Effective Telecom Solutions in Kansas City:

Keeping those old systems running might seem like a way to save money, but the numbers tell a different story. Maintaining legacy systems can cost up to 25% more annually. This is compared to updated solutions, largely due to increased maintenance needs and inefficiencies. Outdated hardware needs specialized maintenance, which becomes costly as fewer technicians are familiar with older systems. Additionally, system downtime and compatibility issues can directly impact productivity.

Businesses delaying critical telecom upgrades face operational cost increases of 20-50% due to the hidden costs of maintaining outdated infrastructure. This includes managing frequent downtime and missing opportunities to integrate modern, cost-saving technologies like AI and automation. The burden of outdated systems can ultimately be more expensive than the price of a strategic upgrade.

Story Highlight: Remember when companies like NEC and Toshiba were the backbone of business communications? Today, many businesses relying on these legacy systems are stuck with rising costs and declining support options. At Towner, we’ve guided companies from outdated systems to efficient solutions, achieving significant cost savings and better performance.

Visual comparison showing cost differences between maintaining legacy telecom systems and upgrading to modern VoIP solutions for Kansas City businesses

Why Kansas City Businesses Choose Towner for Cost-Effective Telecom Upgrades?

While many local competitors offer telecom alongside IT support, Towner remains focused on delivering top-notch telecom solutions. Unlike generalists, we’ve weathered the ups and downs of this industry and know how to optimize every dollar you spend.

Example: A Kansas City manufacturing firm saved 20% on communication costs within six months of switching to a customized VoIP. This tailored solution met their needs, reduced overhead, and made remote work seamless—far from a one-size-fits-all approach.

Federal Funding: A Hidden Opportunity to Offset Telecom Costs

Navigating federal programs like the Infrastructure Investment and Jobs Act (IIJA), which allocated $65 billion for broadband improvements, can be daunting. But it’s also a significant opportunity to reduce the cost of telecom upgrades. Towner’s expertise in helping clients tap into such funding allows businesses to upgrade without shouldering the entire financial burden themselves. This can be a game-changer for decision-makers looking for ways to make modernization projects more budget-friendly.

Did you know? In 2023, companies using federal broadband funding cut upgrade costs by up to 30% compared to those using internal budgets.

A Proven Path to ROI: Towner’s Tailored Telecom Solutions

Upgrading your telecom systems is an investment, and we’re committed to making sure you see returns. Here’s what you can expect when you partner with us:

  1. Initial System Health Check: Towner offers a complimentary telecom evaluation to assess your current system’s health and effectiveness. This step identifies areas where you’re losing money or efficiency.
  2. Customized Transition Plans: Forget one-size-fits-all. Our recommendations fit your needs—whether a phased approach to reduce disruption or a complete system overhaul.
  3. Ongoing Support & Savings: Our support doesn’t end after the upgrade. We’re here 24/7 to ensure your systems run smoothly and continue delivering value.

Businesses that strategically invest in telecom upgrades often experience a 15-20% improvement in operational efficiency over three years. This aligns with Towner’s track record of delivering sustainable value.

Don’t Get Stuck in the Past: Upgrade Smarter with Towner

Telecom companies like Toshiba might have thrown in the towel, but Towner is here to help you power forward. By embracing modern solutions like VoIP and cloud-based communications, you can position your business to compete, grow, and thrive.

Our advice? Don’t wait until your outdated systems become a bottleneck. Let’s face it—2024 isn’t the year to lag behind. Schedule your free telecom and communications evaluation today to see how much you could be saving.

Let’s Future-Proof Your Communications!

Ready to take the next step? Don’t settle for telecom solutions that aren’t built to last. Contact us today to schedule a complimentary Telecom & Systems Health Check. Let Towner help you cut costs and boost efficiency, so you can focus on what matters most—growing your business.

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Avoid Costly Downtime with Kansas City’s Best Local VoIP Support – Towner Communications

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Local VoIP Provider Kansas City

Why Kansas City Businesses Need Local VoIP Support to Avoid Costly Downtime

Downtime isn’t just frustrating—it’s costly. For CIOs, CTOs, and CFOs, service interruptions and slow vendor support can be a costly and frustrating challenge. You need a local business communications partner who provides fast, reliable support and keeps your business running smoothly. Learn why choosing the right VoIP provider in Kansas City matters and how Towner Communications delivers exceptional service.

The Frustration: Slow Vendor Support from National VoIP Providers

You’ve been there—your phone system goes down, and suddenly, your vendor is nowhere to be found. VoIP providers like DialPad, RingCentral, Zoom, or Teams often use overseas support, leading to long wait times and delayed responses. Meanwhile, your business is losing money with every minute of downtime.

Studies show 44% of businesses lose over $1 million per hour of downtime; small enterprises average $300,000 per hour. Additionally, the longer the downtime, the worse the financial hit gets​ (K8s Backup & Recovery).

The Desire: Fast, Reliable Local VoIP Support

What decision-makers need is a local VoIP provider who knows your business and is ready to provide immediate, hands-on support.

Here’s what you should look for:

  • Local VoIP Provider in Kansas City:  A local partner providing 24/7 support to ensure minimal downtime and quick resolution of your communication issues.
  • Customized VoIP Solutions: Tailored to your specific industry needs, from healthcare and law firms to small businesses and manufacturing.
  • Proactive Monitoring and Maintenance: Providers who actively monitor your systems, preventing issues before they disrupt operations.

 

The Fear: Downtime and Service Interruptions Impacting Your Business

Service interruptions aren’t just about lost revenue—they affect your brand’s reputation, customer trust, and overall productivity. According to the Uptime Institute, the costs associated with downtime have risen by 65% over the past two years, with unexpected outages costing Fortune Global 500 companies nearly $1.5 trillion annually​ (K8s Backup & Recovery).

Kansas City Business Communications Cost of Down Time

Why Local Matters: Choosing a Kansas City VoIP Provider Over Outsourced Support

When it comes to business communications, having a local partner can be a game-changer. National VoIP providers like DialPad, RingCentral, Zoom, and Teams often rely on overseas support centers, which can mean long delays, limited hands-on assistance, and a lack of personalized service.

Here’s why partnering with a local provider like Towner Communications makes all the difference:

  • Real-Time, Local VoIP Support: With Towner, you get immediate access to a local support team based right here in Kansas City. No more waiting on hold with overseas call centers. We’re just a phone call away, ready to solve your issues in real time.
  • Hands-On Assistance When You Need It: We provide on-site support when needed, ensuring faster resolution and less downtime. You won’t be waiting days for remote fixes that might not even work.
  • Personalized Service Tailored to Your Business: As your local VoIP provider, we’re invested in your success. Our team understands your business’s unique needs and offers proactive management and maintenance that large, outsourced providers simply can’t match.

Advantages To Getting Personalized Solutions & Service

Click Here!

How Towner Communications Can Keep Your Business Connected

At Towner Communications, we specialize in providing Hosted VoIP Solutions and Customized VoIP Services that meet the specific needs of businesses in Kansas City and beyond. Here’s how we ensure your business stays connected:

  1. 24/7 Local Support from Real People:

    • Our Kansas City-based support team is available 24/7 to handle any issues immediately. No more waiting on hold or dealing with outsourced support centers.

  2. Dedicated Account Managers Who Care:

    • Your business will have a dedicated account manager who knows your system inside out and ensures prompt, efficient service.

  3. Proactive Monitoring and Tailored Solutions:

    • We use advanced monitoring tools to detect potential problems before they affect your business, and we customize our solutions to fit your unique needs, whether it’s a VoIP system for healthcare, law firms, or manufacturing.

  4. Flexible VoIP and SIP Trunking Options:

    • We provide flexible solutions, from Hosted VoIP to SIP Trunking, designed to scale with your business and integrate seamlessly with existing systems like Microsoft Teams or Salesforce.

FAQ Section: Why Choose Towner for Your Business Communication Needs?

Conclusion: Choose Towner for Local, Responsive Support That Keeps You Ahead

Downtime is expensive and frustrating—but with the right local partner, it’s avoidable. Don’t risk your business on a vendor who can’t provide real-time, reliable support. Towner Communications is committed to being your trusted local partner, offering fast, responsive service, and customized solutions to keep your business connected and productive.

Ready for a vendor who puts you first? Contact us today for a free consultation and learn how we can help eliminate downtime and protect your bottom line.

Get in Touch:

Click below or call us at 913.780.3166 to discuss how Towner can provide the reliable, local VoIP support your business needs.

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Spark AI Voice

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The Ultimate Guide to Modernizing Business Communications: VoIP, AI, and Beyond

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Business communication integration solutions Kansas City

The Ultimate Guide to Modernizing Business Communications: VoIP, AI, and Beyond

Why Your Business Needs to Modernize Its Communication Systems

Outdated communication tools are more than just an inconvenience; they can hinder your team’s efficiency, frustrate customers, and limit growth. Modernizing your business communications, whether through VoIP, AI-driven tools, or seamless integration with your CRM, is essential to staying competitive.  According Expert Market, Companies with 100 employees lose an average of $420,000 per year due to miscommunication, and communication barriers could cost businesses around $37 billion annually. Towner Communications offers tailored solutions designed to help businesses in Kansas City and beyond transform their communications and thrive.

Why Your Business Needs to Modernize Its Communication Systems

The Evolution of Business Communications: From VoIP to AI Tools

Business communication has undergone significant changes, evolving from traditional telephony to advanced VoIP solutions and cloud-based platforms. As businesses demand greater flexibility and integration, tools like VoIP offer lower costs, scalability, and the ability to seamlessly connect with existing systems.

Towner Communications takes this a step further by providing AI-powered tools that enhance customer experience and operational efficiency. Businesses are shifting towards reliable, remote communication tools and placing a greater emphasis on personalized, efficient service. Organizations with strong employee communication tools are 3.5 times more likely to achieve better business results.

Beyond VoIP: Advanced Solutions for Better Business Communications

VoIP may be the starting point for modern communications, but Towner offers much more:

  • Local Support and Expertise in Kansas City: Towner provides 24/7 local support, unlike providers like RingCentral or 8×8, so you always have a reliable partner when you need one.
  • Customized Solutions Over Generic Offerings: Towner delivers tailored solutions to fit your unique needs, from integrating phone systems with Salesforce or Microsoft Teams to advanced call routing.
  • Certified Professionals On-Site: Towner’s large team of certified Mitel technicians in Kansas and Missouri expertly designs and maintains your solutions.

Choosing Towner means accessing the full potential of VoIP and beyond, supported by a local, knowledgeable team.

Cutting-Edge AI Tools to Transform Customer Experience

Exceptional customer service requires more than basic tools. Towner offers advanced customer experience tools, including:

  • Voice Recognition and Emotion Detection: Gain insights into customer sentiment in real-time, enabling personalized responses.
  • AI-Powered Automation: Automate repetitive tasks, freeing up your team to focus on meaningful interactions.
  • Training Gamification: Make training engaging with game-like elements, enhancing skill development.
  • IVR (Interactive Voice Response) Creation: Design IVR systems that reduce wait times and improve first-call resolution.
  • Marketing on Hold: Utilize on-hold time to promote services and provide valuable information.

These tools enhance customer experience and directly contribute to increased ROI, efficiency, and revenue growth.

Seamless Integration of Business Communications with CRM and Other Tools

Integrating communication systems with tools like CRMs and collaboration platforms can be a game-changer. At Towner, we help businesses achieve seamless integration, enhancing productivity and decision-making. Effective communication drives employee engagement, helping companies outperform their competitors by 147%, according to research. Simon & Simon​

We help our clients connect their phone systems with platforms like Salesforce and Microsoft Teams, making their data centralized, accessible, and actionable. This integration reduces silos and fosters a more connected organization.

Microsoft Teams Integration and Towner

 

Overcoming Common Challenges in Communication Modernization

Modernizing communications can be challenging, but Towner helps businesses overcome these obstacles with ease:

  • Legacy System Integration: We specialize in bridging the gap between old and new technologies.
  • Data Silos and Fragmentation: Our solutions ensure seamless data flow, breaking down silos.
  • Cost Management: We design scalable solutions that provide long-term value.

With Towner’s hands-on approach, your modernization journey is smooth and cost-effective.

 

Why Local, Personalized Telecom Support Matters for Kansas City Businesses

Having a trusted partner is crucial. Towner offers local, hands-on support 24/7, setting us apart from competitors. Our clients appreciate the personalized service that only a local provider can offer, making us more than just a service provider but a partner committed to your success.

FAQs on Modernizing Business Communications

  • How long does it take to transition to a new communication system?
    Our process typically takes a few weeks, ensuring a smooth transition with minimal disruption.

  • What kind of support does Towner offer after implementation?
    We provide 24/7 local support, both on-site and remote. Check out our warranty options!

  • Are Towner’s solutions scalable for future growth?
    Absolutely. Our solutions are designed for scalability, accommodating your business’s growth and future needs.

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Unlocking the Power of Call Center AI: Benefits You Can’t Ignore

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Call Center AI Explained

Businesses are constantly seeking ways to achieve more with fewer resources, and artificial intelligence is unlocking new possibilities. Yet, diving into tools like Call Center AI can feel overwhelming without a clear starting point.

Recent surveys reveal that 48% of small businesses struggle to adopt AI due to uncertainty about which tools to use, while 46% cite a lack of digital skills among employees as a major hurdle.

To harness the full potential of Call Center AI, it’s crucial to begin with a solid understanding. Discover what Call Center AI is and why it’s essential for your team’s success.

Key Takeaways:

  • Call Center AI streamlines routine tasks, freeing up agents and supervisors to focus on more impactful, high-value work.
  • AI delivers powerful insights that enhance decision-making and enable your team to offer more personalized customer interactions.
  • Effectively leveraging AI tools boosts employee engagement and leads to happier, more satisfied customers.

What is Call Center AI?

Call Center AI encompasses a suite of tools designed to automate or enhance essential contact center operations. These tools take on tasks that traditionally required human effort.

Rather than replacing human workers, AI often acts as a smart assistant, offering valuable insights or handling routine tasks. It excels at managing basic functions that don’t require the creativity, sensitivity, or complex decision-making that only humans can provide.

Why Should You Adopt Call Center AI?

Call Center AI empowers your support team to reach peak performance. Here are the key benefits:

Enhanced Efficiency and Productivity AI enables customers to handle simple tasks, such as managing account features, through self-service options. This allows agents to focus on more complex and urgent issues.

Moreover, AI reduces administrative tasks by providing automatic transcriptions and summaries after customer interactions. It seamlessly records essential details in your contact center software and updates key productivity tools like:

  • Customer Relationship Management (CRM)
  • Enterprise Resource Planning (ERP)
  • Inventory Management
  • Electronic Health Records (EHR)

Additionally, AI ensures customers are connected to the right agent on the first try. With intelligent call routing, AI identifies the reason for the call and key caller details, directing them to the most suitable agent for quicker resolution.

Contact Center AI

Even More Cost Savings

A cloud-based contact center already offers significant cost advantages over traditional on-premise systems, and Call Center AI takes this efficiency even further.

With AI handling routine tasks, you can reduce the need for extra agents to manage less critical issues, minimizing idle time. Additionally, supervisors save time on analytics, enabling them to make informed decisions more quickly, further driving cost efficiency.

Call Center AI

Superior Personalized Customer Service

Personalization is a key factor that can make or break a customer’s loyalty to your brand. Just one poor experience can drive even the most loyal clients to seek alternatives.

Call Center AI enhances personalization by accessing customer data during virtual interactions. When a human agent needs to step in, this information is seamlessly shared, ensuring continuity.

As a result, customers experience a smooth, cohesive conversation with your team. They won’t have to repeat themselves because every relevant detail from previous interactions is readily available to your entire team.

Gain Deeper Insights Into Your Contact Center

Improvement starts with understanding what needs to be refined. Traditionally, supervisors would review a sample of interactions, but this method only offered a partial view.

Call Center AI elevates team analytics by analyzing, recording, transcribing, and summarizing every interaction. It then delivers actionable insights through an intuitive dashboard or customized reports, focusing on the data that matters most to you.

Boosted Customer Satisfaction

The ultimate goal of your contact center is to ensure higher customer satisfaction, and Call Center AI helps you achieve just that. With AI, customers no longer endure long hold times, as they’re swiftly directed to the right agent, leading to a more positive experience with your brand.

Additionally, the personalized service creates a seamless experience, allowing customers to feel as though they’re continuing a conversation rather than starting from scratch. This continuity shows that you genuinely care about them and their concerns, reinforcing their trust in your brand.

Transform Your Customer Service with Towner’s Call Center AI

To maximize the benefits of Call Center AI, you need a reliable and powerful platform. Ensure your contact center operates on a solid foundation with Towner’s cloud-based solutions. Contact us today to learn how we can enhance your customer service experience.

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Transform Your Business with Towner Cloud and Microsoft Teams Advanced

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Microsoft Teams Advanced Hero

Imagine a workspace where every conversation flows seamlessly, where calls, messages, and meetings converge in one dynamic hub. Say hello to Towner Cloud with Microsoft Teams Advanced Solution—an integration set to revolutionize your business communication and collaboration tools into a unified, intuitive platform.

Key Takeaways:

  • Effortless Integration: Advanced calling and SMS functionalities embedded within Microsoft Teams.
  • Uninterrupted Business Continuity: Reliable communication even if Teams experiences connectivity issues.
  • Rich Feature Set: Includes enterprise-grade call center features, business SMS, voicemail transcription, and CRM integrations.
  • Single-App Experience: Manage all communications within the familiar Teams interface.
  • Cost-Effective Solution: No need for an additional Microsoft Teams Phone license.

Microsoft Teams Advanced

Why Towner Cloud and Microsoft Teams Advanced is a Game-Changer

Effortless Integration

Towner Cloud integrates flawlessly with Microsoft Teams, embedding advanced calling and SMS capabilities right into the Teams interface. No more juggling multiple platforms or needing extra phone licenses and middleware.

Business Continuity, Uninterrupted

Even if Microsoft Teams faces connectivity hiccups, Towner Cloud ensures your calls continue uninterrupted via the Towner mobile or web app. Stay connected, always.

Feature-Rich and Ready

Enjoy enterprise-grade features like call queuing, business SMS, voicemail transcription, and CRM integrations—without extra costs.

One App to Rule Them All

Handle chats, meetings, file sharing, and advanced communication within the familiar Teams environment. Simplify your workflow with this all-in-one solution.

Cost-Effective and Efficient

Say goodbye to the additional Teams Phone license fees. Towner Cloud is a cost-effective solution that boosts productivity and efficiency.

The Ultimate Solution for Modern Workplaces

As businesses adapt to remote and hybrid work models, the demand for unified communication platforms skyrockets. Towner Cloud with Microsoft Teams Advanced Solution meets this demand head-on, merging Microsoft Teams’ collaboration prowess with Towner’s advanced cloud-based communication system.

Teams integration

Seamless Communication at Your Fingertips

Integrating Towner Cloud with Microsoft Teams offers a seamless user experience. With Towner’s advanced calling and SMS functionalities built into Teams, users no longer need to switch between apps. This single-app solution streamlines communication processes, boosting efficiency and productivity.

Advanced Features for Enhanced Performance

Towner Cloud delivers a suite of advanced features, ensuring reliable and versatile business communication:

  • High-Quality Calls: Enjoy clear communication with advanced call center features like call queues, monitor, whisper, and barge.
  • Global Connectivity: Unlimited calling to 33 countries keeps your business connected globally.
  • CRM Integrations: Integrate seamlessly with popular CRM systems like Salesforce, ServiceNow, and NetSuite.
  • Voicemail Transcription: Easily manage voicemails with transcription services, ensuring no message is missed.
  • Presence Sync: Sync your presence status between Elevate and Teams for uninterrupted workflow.

Reliable Business Continuity and Savings

Towner Cloud significantly enhances business continuity. If Microsoft Teams goes down, Towner’s mobile or web app keeps your calls going, adding a layer of redundancy. Plus, eliminating the $8 Teams Phone license brings considerable cost savings.

A Streamlined User Experience

Towner Cloud users enjoy a streamlined experience within the Microsoft Teams environment. Teams’ collaboration features—chat, meetings, file sharing—are now complemented by Towner’s advanced communication tools. This unified approach keeps employees focused and minimizes app-switching distractions.

Easy Implementation

Getting started with Towner Cloud is straightforward. Contact our sales team for a demo, and they’ll guide you through a smooth setup within your existing Teams environment.

SEE IT IN ACTION

Towner Cloud with Microsoft Teams Advanced Solution is a major leap in business communication. By integrating advanced calling and SMS capabilities into Microsoft Teams, it delivers a unified, efficient, and cost-effective solution for today’s businesses. Transform how your team collaborates and connects with Towner Cloud.

Don’t just take our word for it…Click the button below to see the INTERACTIVE demo NOW!

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Towner’s AI Agent Evaluator: Revolutionize Your Customer Service

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Towner’s AI Agent Evaluator: Revolutionize Your Customer Service

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!

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5 Powerful Ways to Leverage AI For Customer Service

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AI For Customer Service

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.

common-ai-usage-min

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.

workflow automation

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.

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Enhance Customer Experience and Employee Engagement with Contact Center Integrations

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Contact Center Integrations

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.

ZOHO
Microsoft Teams
Microsoft 365
Micorsoft Outlook
Contact Center for Salesforce
NetSuite

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.

Salesforce

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.

Slack

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.

Zendesk

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.

servicenow

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.

NextGen

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.

Connectwise

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.

 

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