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AI Improves Customer Experience in 3 Ways

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AI or Artificial Intelligence is undoubtedly changing how service providers conduct business and operate the networks they manage. AI is forcing a dramatic title wave of change in how all businesses interact with their clients. The use of AI to improve customer experience isn’t just a fad. It’s the single most popular and exciting business trick today. Gartner Research found that more than 85% of all customer interactions will be digital and managed without a human by 2020! This is nuts people!

Businesses are up to their eyeballs working on digital transformation programs that they have hopes of shooting them right to the forefront of “everything that can be connected, will be connected”. Quick innovation like this of course puts a tremendous amount of stress on networks as CSPs. This is clearly because these networks are managing volumes of data that they’ve never had to shoulder. CSPs be seamlessly successful in managing this workload if AI is going to happen for them.

AI is still very much in its infancy, however there are some quick right out of the gate take aways that will improve consumer experience.

Chatbots Are a big deal!

Chatbots are the unsung hero of the telecom world and they’ve been hiding right under our nose for a long time! The ROI of chatbots is amazingly easy to measure.

Voice recognition/assistants Is Pretty Cool!

Many businesses have successfully transitioned from chatbots that are text based to sophisticated voice recognition chatbots which is a GAME CHANGER! Voice recognition can identify an agitated customer and que them to someone who is more skilled at servicing tough clients.

Real-time upsells & offers Increase Revenue!

AI most diffidently increases revenue because it increased your clients experience. AI can gather consumer data which lets businesses see into each individual customer’s soul. This helps companies offer customizes offers or product suggestions that make increased revenue a no brainer.

 

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Rich McBee on communication in a hyper-connected world

Mitel CEO Rich McBee expands on the ever increasing need of captivating and ultra engaging communication in our hyper-connected world.  In his new blog series, which can be found at Mitel.com Rich will share with all of us everything he’s garnered from his vast experience in the business communications industry — and what lies in its future.

by Rich McBee on September 27, 2018

One of the many changes resulting from digital transformation and the widespread use of social media is that information dissemination has become incredibly flat. It’s easy to establish direct connections with people or share an opinion with others in a matter of clicks.

I appreciate having direct access to insights and opinions of other business leaders through their blogs and social media channels. I also recognize the value it provides for customers and partners to hear more regularly from the leaders of the companies in which they’ve placed their trust.

Those of you who are familiar with me know I’m a deliberate observer and listener. Whether talking with customers and partners, employees or industry colleagues and peers, I always walk away having learned something valuable. I plan to use this blog to share some of those learnings and put them in the context of what I think they mean for the future of our industry.

I hope you’ll use this platform to engage with me – ask questions, challenge me. I look forward to it.

Next week, we’re gathering hundreds of Mitel partners and customers in Phoenix at Mitel Next. I’m looking forward to hearing how customers have used our technology to help transform their businesses in response to ever-increasing requirements for more speed, streamlined operations and better customer experiences. I’m also looking forward to the feedback from our customers and partners on what else they need Mitel to do to support them.

Stay tuned for my perspective on the week’s events after we wrap in Phoenix on Thursday.

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Mitel is discontinuing the Toshiba Line

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On October 31, 2018, Mitel is discontinuing the Toshiba product line and no new equipment will be available after this date. Technical support will remain available for systems until October 31, 2021. For customers with IPEdge and MAS products, an active software assurance contract will have to be in effect for technical support availability.

If you have an existing IPEdge or MAS product you can still purchase software assurance which provides security updates and technical support access. Existing CIX products do not require the software assurance. Outside of software assurance, in the best interest of Towner customers, Towner Communications will no longer sell any Toshiba equipment because it will be discontinued in a few months.

But don’t worry! To help ease the burden of this transition we will be waiving the $500 installation fee to any Toshiba customer that decides to migrate to Towner Communication’s Cloud Solution by December 31st, 2018. If you switch to Pathway: MiCloud, we will waive the activation fee and provide a $125 credit for each user (10+ seats) or enjoy the perks of net new cloud promos. If you decide to go with Pathway: MiVoice, we will provide 50% off new hardware switches and 25% off new software licenses.

We understand that this migration was unanticipated and may be a hassle, so we want to try and make this transition as easy as possible. For more information on the Mitel Pathway Program, click here.

If you have any questions, please contact Sylvia Grant at 913-396-6398.

 

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Text Message and App Features!

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Finally, you can text from your existing business number!

Text Message

You get to keep your current business phone number — send and receive incoming text messages on your computer, tablet, and smartphone, when you download our app! Instant message notification window appears and overlays any POS or CRM!

 

  • Quickly answer customer inquiries
  • Handle orders
  • Remind customers of appointments
  • Improve customer service
  • Capture first time customers

Send and Receive Text Messages from Any Computer or Mobile Device NOW

 

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Towner Communications New Cloud App

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What’s New In The Cloud App

The newest release of cloud software is live now for our current cloud customers.

The name of our mobile app has changed from ClickConnex to CoreNexa. If you already have and use the app it updated on its own. Any new users will need to search and download the CoreNexa App from their app store.

You may have noticed a new log in dashboard for all administrators and users when you log in from your computer to cloud.townerkc.com. It will take you through a mini tutorial the first time you access it, take a few minutes to see the new features.

We’re taking mobility to the next level with our new softphone. Available to users that log in at their PC, if you add a USB headset to your computer you can make and take calls from your PC or laptop!

From the new dashboard you also have access to the following:

  • Status of your corporate contacts from within the dashboard
  • Ability to live chat with those contacts
  • Personal audio video meeting access so you can quickly set up a meeting on the go

If you don’t already utilize the conference bridge please contact your sales representative so we can discuss this option. We want to make sure you have enough call paths to effectively use this feature and not interfere with your normal business calls.

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Towner Communications Announces Expansion and Acquisition of Italk Telecontracting

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The day has come! We are thrilled to announce that we are expanding our services and growing our team by joining forces with ITalk Telecontracting, a telecommunications provider in the Kansas City metropolitan area.

For years, Towner Communications has been committed to being the number one provider of telecommunication technology in the Kansas City region, so we knew that acquiring and utilizing the dedicated support staff and technicians from ITalk would benefit our customers tremendously. Our shared vision with ITalk for building and fostering long term relationships with our customers made this merger a no-brainer.

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Mass Notifications for Schools and Governments

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Every moment counts in an emergency, so getting help should be as simple as dialing 911. In Kari Hunt Dunn’s case, that phone call proved impossible — her hotel room didn’t allow guests to directly dial emergency services. As Dunn’s estranged husband attacked her in 2013, her young daughter made several attempts to call authorities for help. None went through because she didn’t first dial “9” for an outside line.

But a new federal law will make a difference for the next victim. Kari’s Law requires multi-line phone systems to have a default configuration that enables users to dial 911 directly. While the law doesn’t require mass notification, it recommends organizations deploy on-site notification – which automatically sends alerts to executives and on-site emergency responders – if the communications solution in place supports it.

As a result, government agencies, universities and K-12 schools need to be sure their communications solutions comply with the law. Although many legacy phone systems don’t have this functionality, today’s communications technology offers a robust and easily installed solution at a reasonable cost.

To help with your planning, here’s an overview of two technologies – on-site notification and mass notification – and how they can make your school community and government offices safer.

On-site notification

On-site notification keeps the people in your care safer by automatically notifying first responders of an emergency, getting trained assistance to the right people in less time.

Executives can notify staff and on-site police and security as soon as someone dials 911. Alerts include the name, extension number and exact location of the caller. This is especially important in large government buildings and school campuses. Simultaneous notification allows the right people to respond immediately in an appropriate and unified manner. The system’s built-in messaging even allows text communications to be sent from desktops, further enhancing a timely and coordinated response.

Currently only a recommendation, on-site notification will likely become required in the future. In fact, this technology is already available and affordable with new communications technology solutions. As legacy phone systems reach the end of their lifespans, more organizations are sure to adopt this feature.

Finally, integrating your emergency notification system with door locks removes the need to physically lock doors, providing increased protection in an instant. Staffers can initiate a lockdown or lockout from any type of phone.

Mass notification

The technology that underlies onsite notifications systems – intelligent mass notification – offers additional safety features. Most importantly, governments and schools can quickly deliver critical information to an entire community or relevant subgroup when emergencies arise. The technology is also versatile. For example, administrators can use a variety of channels and devices to send alerts.

Here’s how ATCHISON School District uses mass notification technology to communicate effectively in emergency situations. Click here to download the case study. >

 

Mass notification also enhances your emergency response and alerting abilities in these ways:

  • With one click, administrators can alert all personnel, students and family to a developing crisis – simultaneously.
  • Staff can dispatch incident response teams immediately and coordinate with emergency personnel.
  • Anyone can trigger notifications via the web or a phone call using a landline phone, IP phone, computer or mobile device.
  • Voice, audio and text notifications are compatible with a wide range of personal and mass communication devices.
  • Message acknowledgment is available through the channel and device of choice.
  • Administrators can run real-time reports to determine if messages have been confirmed, unconfirmed or have failed.
  • With the Web-based map view, you can broadcast customized messages to speakers and phones in specific locations, such as certain buildings, rooms or hallways.
  • With instant live conferencing, executives can assemble the staff at a moment’s notice to respond to emergency situations.
  • Exchange emergency information between Common Alerting Protocol (CAP) compliant devices and services.
  • Safety is always a good investment. By meeting Kari’s Law requirements, K-12 schools, universities and governments ensure not a moment is lost during an emergency.

Here’s how Anaheim Union High School District leverages an emergency notification system to improve safety. Click here to download the case study. >

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The Smartphone Has Changed Customer Experience

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How the Smartphone Has Changed Customer Experience

With the advent of the digital communication age, customers have new ways to communicate and shop that didn’t exist 30 years ago. Effectively, for the customer  — and therefore for your business  — the world has become a much smaller place.

A customer’s interaction with a business today rarely occurs in person. Most contact happens through electronic means.

Thirty years ago, businesses drove technological advances. But today, consumers are driving technological advances. They are demanding the ability to interact with your business in the way that is most convenient for them.

The new digital experience

Further, today’s consumer choices have broadened; they aren’t limited to visiting the local mall to shop. Instead, using digital technology, they can shop anyplace in the world. Just think about the holiday shopping season — because of expanding mobile commerce, customers can get their shopping done at the busiest time of year without setting foot in a store or post office.

Not long ago most of us limited the use of our mobile devices to finding basic information. We reserved conducting highly personal interactions, like shopping for goods or making financial transactions, to a more “secure” location, like the local store or bank. We didn’t yet trust that our devices were secure enough to enable us to safely make purchases or pay bills.

Today, many of us are confident that these issues have been resolved. We’re more willing to complete the transaction on a mobile device. And, because so many of us are willing to use mobile devices to shop or bank, we’re in a position to make and execute purchase decisions 24 hours a day, 7 days a week, and 365 days a year.

Meeting the customer’s needs

That kind of demand from customers puts today’s businesses in the hot seat. You’ve always had to meet your customers’ needs; now, you have to do so at an increased pace, during new hours, using new methods. While voice-based communication with customers still plays a strong role, consumers are increasingly looking to digital communication methods and demanding the flexibility to interact with companies through the customer’s preferred media. And, because customers are no longer limited to making purchases locally or by speaking to an agent, you have to make certain that providing a positive customer experience (CX) moves up in the hierarchy of your business’s priorities.

In this way, your business goals will reflect the importance of customer satisfaction and help you keep existing customers and gain new ones. Because if your CX isn’t keeping customers happy, you can bet they’ll move to a competitor that makes it a priority. To compete and grow your revenue, you’ve always had to understand who your customer is, but today, that understanding is even more important. Without sound knowledge about your customer, you can’t expect to deliver an outstanding CX.

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Customer Experience Mistakes to Avoid

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Digital transformation of the customer experience has changed the way customers expect to communicate with your business. Christian Szpilfogel, Vice President of Strategy for Mitel, addresses some of the customer experience pitfalls he’s seen in the industry, and what your business can do to avoid them.

Mitel - Top Customer Experience
From the video:

My name’s Christian Szpilfogel, and I’m VP of Strategy here at Mitel. The majority of today’s population has gone digital. Every one of us is a digital consumer. As we become increasingly dependent on our mobile devices, our expectations for customer service have completely changed.

Our quick access to information in a business’s web site, and our equally quick access to their competitors, has made customer experience the new battleground for businesses. In fact, a recent Dimension Data study on customer experience found 81 percent of companies recognized CX, or customer experience, as a competitive differentiator.

Unfortunately, only 13 percent self-rate their CX delivery at nine out of 10 or better. This presents a powerful opportunity for your business to transform its customer experience to leapfrog your competition.

Let’s look at the top CX pitfalls to avoid. First, lacking multimedia capabilities. Customers want the flexibility to choose the best channel for their particular situation. 52 percent of consumers will use three or four channels to connect with your business. It’s critical to offer communication options other than voice, such as social media, web chat, and SMS.

Second, leaving gaps in customer’s history. Nothing is more frustrating to your customers than initiating the conversation through one channel and having the history of that conversation completely lost when they engage through another channel, leaving them to explain their issue or request all over again. Today’s buyer journey is anything but linear, meaning your customer experience must be consistent and intelligent at every stage and through every channel. To avoid this pitfall, ensure every customer interaction is documented and follows the customer as they engage with any member of your business. Otherwise, you risk losing engaged prospects to your competitors that are doing it right. If you do this correctly, you’ll have all the information you need for a customer experience that’s predictive, proactive, and personable.

Third, missing the big picture. There’s nothing wrong with selecting different tools from multiple vendors to address different needs, but choosing from best of breed solutions this way can be a serious customer experience pitfall if you’re not choosing third-party solutions that integrate seamlessly. For example, using an over-the-top web chat client that doesn’t communicate with your CRM and other important applications can result in disjointed, inconsistent, and frustrating experiences for your customers. Recently, I spoke with a customer that discovered a 5 percent increase in efficiency through integrating its third-party tools into the contact center. The result was an astounding savings in the ballpark of about 1.5 to two million pounds sterling.

Stay tuned for the next video blog in our customer experience series, or subscribe to the blog using the box on the sidebar to have fresh content delivered straight to your inbox each week.

by the Experts at Mitel

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Mitel Product Security Advisory 18-0001

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Side-Channel Analysis Vulnerabilities

Advisory ID: 18-0001
Publish Date: 2018-01-08
Revision: 1.0

Summary

On January 3rd, 2018, researchers disclosed three vulnerabilities that leverage speculative execution capabilities of many modern processors. These vulnerabilities may allow unauthorized disclosure of information between different user processors and between user and kernel processes.

The vulnerabilities are referred to as Spectre (CVE-2017-5753, CVE-2017-5715) and Meltdown (CVE-2017-5754), that differ in the specific type of speculative execution exploited.

To successfully exploit these vulnerabilities, the attack vector requires malicious code executing on the same processor. Many Mitel products do not support installing custom software and are not directly vulnerable when running on dedicated systems. When running as a virtual machine in a shared hosting environment, Mitel products may be impacted by malicious code on the host.

Speculative execution is a capability to improve the performance of processors. As such, security updates to mitigate these vulnerabilities are expected to have performance penalties, the extent depending on the specific processor, operating system and application workload. Early results indicate performance benchmark testing, designed to stress specific processor components, may see negative performance impacts of 10 – 30%. These results are generally not representative of typical application workloads where various system bottlenecks constrain performance. The performance penalty is not expected to have a significant impact for most Mitel systems which operate well within their performance limits. Mitel is continuing to investigate performance impacts and will provide further information as available.

Security updates are being released by processor, operating system and virtualization providers. Early guidance indicates that server updates support tuneable configuration to allow a trade-off between security and performance. Customers concerned about performance impacts are encouraged to review the available guidance and to assess the trade off between security exposure and performance impacts as applied to their own deployment environment.
Mitel recommends customers apply all available security updates as they become available. For Mitel products which include the underlying operating system, Mitel will be providing product updates.
Mitel is not aware of any active exploits of these vulnerabilities.

Mitel continues to investigate these vulnerabilities and information may change as the investigation continues. This advisory will be updated as information is available.

Products Under Investigation

All products are being evaluated for the impact of these vulnerabilities and the impact of released mitigations. This advisory will be updated with additional information as it becomes available.

Although Mitel application software is not directly affected, the underlying CPU vulnerability has the potential to increase the impact of other successful exploits that allow code execution. As such, as operating system providers release security updates, the relevant Mitel products will also be updated.

Risk Assessment

The risk of this vulnerability is rated as moderate to low for Mitel products.

Successful exploit requires an attacker to execute malicious code with user privileges, requiring an account with privileges to install code or a separate system compromise. Exploit of these vulnerabilities may expose confidential information but is not expected to directly impact the integrity or availability of the system.

Web browsers provide a vector for local code execution, such as JavaScript embedded in web pages. Such execution is normally contained by the browser but these vulnerabilities can potentially be exploited by this vector. Browser security updates have been or will soon be released for most common browsers.

Proof of concept code is publicly available. Mitel is not aware of active exploits.

Mitigation / Recommended Action

Customers are advised to follow good security practices including using caution when browsing to unknown and potentially malicious web sites. Specifically, customers are advised to avoid browsing to unknown sites on servers hosting Mitel products.

For software not provided by Mitel, Mitel recommends customers apply available security updates as they become available. Customers are advised to ensure operating system updates, including Windows, MacOS, iOS and Android, are applied to hosts and devices running Mitel software. Several vendors are providing guidance on potential performance impacts related to their security updates. Customers concerned about performance impacts are encouraged to review this vendor guidance.

Mitel continues to monitor for component updates and will be providing product updates. This advisory will be updated when Mitel product security updates are released.

External References

https://meltdownattack.com
https://www.us-cert.gov/ncas/current-activity/2018/01/03/Meltdown-and-Spectre-Side-Channel-Vulnerabilities

Related CVEs / CWEs / Advisories

CVE-2017-5715 (Branch target injection)
CVE-2017-5753 (Bounds check bypass)
CVE-2017-5754 (Rogue data cache load)

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