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Unlock Your Service Superpowers with Towner’s New Customer Portal

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Screenshot of Towner Communications customer portal dashboard showing self-service options.

Customer Portal Dashboard

When it comes to managing your telecom services, we know speed and control are everything. That’s why Towner is proud to introduce our Customer Portal—your self-service command center! With just a few clicks, you can submit tickets, track their status, and even order new cloud phones, all from one place. Ready to be in total control? It’s time to unlock your service superspeed!

What Is the Towner Customer Portal?

Think of the Towner Customer Portal as your personal dashboard for managing all things telecom. No more waiting on the phone to request support or wondering about the status of a service ticket. Now, you can do it all online—at your convenience.

Here’s what you can do inside the portal:

  • Submit service tickets yourself: No need to call in, just log into the portal and create a ticket.
  • Track ticket status in real-time: Check up on your service requests at any time, with full visibility.
  • Order new cloud phones: Need to scale up or switch out your cloud phones? Place an order through the portal and get set up faster than ever. (currently only available to Elevate platform clients)

Whether you prefer to handle things yourself or talk to us directly, the portal gives you flexibility. But the best part? It’s going to speed up your service like never before.

Why Should You Set Up Portal Access Now?

We’re encouraging all Towner clients to get set up on the Customer Portal before January 1, 2025. Here’s why:

The portal is your competitive advantage. It empowers you to manage your communications more efficiently and take control of your business’s telecom needs without any wait time or red tape. No more wondering where your request stands—everything is at your fingertips. Plus, you’ll save precious time and avoid bottlenecks, which is a win in any business environment.

How Do I Set Up My Portal Access?

It’s simple. All you need to do is contact Towner and we’ll have you set up with portal access in no time. Once you’re in, you’ll be able to start managing your tickets, tracking orders, and making updates whenever you want.

To make things even easier, we’ve got two short training videos that show you exactly how to use the portal. You’ll be a pro in no time.

Client Portal Training Videos

How to Order a Phone in Towner’s Customer Portal: Step-by-Step Guide

How to Enter a Service Ticket in Towner’s Customer Portal: Step-by-Step Training

A Smarter Way to Manage Telecom Services

Still prefer picking up the phone and chatting with us? That’s cool too. The portal isn’t a replacement for our hands-on service—it’s just another way to make your life easier. It’s built for flexibility, so whether you’re a self-service hero or a let’s-chat type, we’ve got you covered.

But trust us—once you start using the portal, you won’t look back. It’s faster, easier, and it puts you in control.

How Does the Portal Give You a Competitive Advantage?

With Towner’s Customer Portal, you’re not just gaining a tool—you’re gaining a competitive edge. Being able to submit service tickets online and track ticket status eliminates delays and guesswork. You can stay on top of your telecom needs without having to wait on hold or check in with support. And with the ability to order cloud phones at your convenience, your business stays agile and ready to scale.

Towner’s always been known for world-class service, and the portal is just another way we’re leveling up for our clients. It’s self-service with style, and it’s going to take your telecom game to the next level.

Unlock Your Service Superpowers: Contact Us for Portal Setup Today!

Don’t wait until the last minute—reach out to us today and get set up on the Towner Customer Portal. With January 1, 2025 approaching fast, now’s the time to unlock all the benefits of faster, more efficient service. Whether you’re submitting tickets, tracking requests, or ordering cloud phones, the portal puts you in control.

SIGN UP

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The Ultimate Guide to VoIP Solutions for Businesses

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VoIP solutions for businesses

Looking to transform your business communication strategy while cutting costs and boosting efficiency? VoIP (Voice over Internet Protocol) solutions are revolutionizing how businesses communicate, offering flexibility, scalability, and advanced features at a fraction of the cost of traditional phone systems. In this ultimate guide, we’ll cover everything you need to know about VoIP solutions for businesses, including how AI is enhancing VoIP capabilities for the future.

The Ultimate Guide to VoIP Solutions for Businesses

Section 1: What is VoIP? Understanding Business VoIP Solutions

VoIP, or Voice over Internet Protocol, is a technology that enables businesses to make voice calls over the internet instead of traditional phone lines. By converting voice into digital data, VoIP allows for more versatile and cost-effective communication.

  • How VoIP Works: Voice signals are digitized, transmitted over the internet, and converted back into audio at the destination. This process eliminates the need for separate voice and data networks.
  • Types of VoIP Services:
    • Hosted VoIP: A third-party provider manages the VoIP infrastructure, offering scalability and low upfront costs.
    • On-Premises VoIP: Managed internally, providing more control and potentially lower long-term costs.
    • Unified Communications as a Service (UCaaS): A cloud-based platform that integrates VoIP with other communication tools like video conferencing, messaging, and collaboration software.

Section 2: Top Benefits of VoIP Phone Systems for Businesses

VoIP solutions offer several advantages over traditional phone systems, making them ideal for businesses looking to enhance communication and reduce costs.

  • Cost Savings: Lower infrastructure costs, reduced long-distance charges, and minimal maintenance.
  • Scalability: Easily add or remove lines and services as your business grows or changes.
  • Enhanced Features: Access to advanced features like call forwarding, voicemail-to-email, call analytics, video conferencing, and integration with customer relationship management (CRM) systems.
  • Mobility and Remote Work: VoIP allows employees to make and receive calls from anywhere, making it perfect for remote and hybrid work environments.
  • Improved Collaboration: VoIP integrates with tools like Microsoft Teams and Slack, streamlining communication and boosting team collaboration.
  • AI Integration in VoIP: AI enhances VoIP capabilities with smart call routing, speech recognition, real-time analytics, and automated customer service, improving efficiency and customer experience.

Section 3: How AI is Revolutionizing VoIP Solutions for Businesses

AI is transforming VoIP by adding intelligence to communication systems:

Section 4: How to Choose the Best Business VoIP Providers

Selecting the right VoIP provider is crucial for leveraging its full benefits. Here’s a guide to help you choose:

  • Assess Business Needs: Number of users, required features, budget, and current infrastructure.

  • Key Factors to Consider:

    • Cost and Pricing Models: Understand the different pricing models (subscription-based, pay-as-you-go) and choose what fits your budget.
    • Compatibility: Ensure the VoIP solution integrates with existing hardware and software.
    • Quality of Service (QoS): Look for providers offering guaranteed uptime, high call quality, and strong customer support.
    • Security: Choose a provider that offers robust encryption and secure access protocols.
    • Customer Support and SLAs: Opt for providers with strong customer service reputations and clear service level agreements (SLAs).

Section 5: Step-by-Step Guide to Implementing VoIP Solutions for Businesses

Ready to switch to VoIP? Here’s how to implement it:

  1. Evaluate Current Infrastructure: Assess internet speed, network capacity, and hardware compatibility.
  2. Select the Right VoIP Provider: Use the criteria mentioned above.
  3. Plan for Network Upgrades: Ensure your network can handle VoIP traffic.
  4. Install VoIP Hardware and Software: Set up IP phones, adapters, or softphones.
  5. Train Employees: Ensure your team knows how to use the new system effectively.
  6. Monitor and Optimize: Regularly monitor performance and address any issues.

Section 6: Troubleshooting Common VoIP Connectivity Issues

Common VoIP problems and how to solve them:

  • Audio Quality Issues: Jitter, latency, and packet loss – check your internet connection, adjust QoS settings, or use a wired connection.
  • Connectivity Problems: Dropped calls or connection errors – optimize network settings and ensure adequate bandwidth.
  • Security Threats: Use strong encryption, secure access controls, and monitor for suspicious activity.
  • Compatibility Challenges: Ensure hardware and software are compatible with the chosen VoIP solution.

Section 7: Future Trends in VoIP Technology

  • AI-Powered Innovations: The future of VoIP includes AI-driven features such as automated call management, sentiment analysis, and voice bots.
  • 5G and VoIP: The rollout of 5G networks will significantly improve VoIP quality, especially for mobile users.
  • Unified Communications Evolution: VoIP will continue to integrate with other communication platforms, enhancing collaboration and productivity.

Section 8: FAQs: Common Questions About VoIP for Businesses

Maximize Your Cost Savings with Towner Cost Calculator

Are you looking for ways to optimize your phone service costs? Managing essential expenses efficiently can be a daunting task. Towner’s Elevate Cloud Savings Calculator is here to simplify the process and help you save big on your cloud expenditures.

CALCULATE HERE

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Navigating the End of Legacy Telecom Systems: How Towner Can Help You Transition from NEC, Mitel, and More

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Legacy Telecom Systems

Legacy telecom systems are becoming increasingly challenging to maintain and integrate with modern technologies. With recent announcements from NEC and Mitel signaling the end of their traditional systems, many businesses face the critical task of transitioning to new solutions. Let’s explore what these changes mean, the risks of staying with outdated technology, and how Towner can help you navigate a seamless transition.

Navigating the End of Life Telecom Systems: How Towner Can Help You Transition from NEC, Mitel, & More

Why Legacy Telecom Systems Are Becoming Obsolete

The rapid evolution of communication technology has left legacy systems lagging behind. Businesses today need solutions that offer flexibility, scalability, and integration with modern tools. Traditional PBX systems and other legacy setups often lack these capabilities, creating frustration for CTOs who want seamless integration with newer technologies.

Recent announcements from major providers like NEC and Mitel underscore this reality. Both companies have decided to discontinue key legacy systems, making it essential for businesses to consider alternative, future-proof options.

NEC PBX migration plan

The Impact of NEC’s Exit from Premises-Based PBX

NEC, once a giant in the PBX market, has announced it will exit the premises-based PBX business globally, except for Japan, by the end of 2024. The company will instead focus on its cloud-based offerings, such as UNIVERGE BLUE UCaaS and CCaaS. This move affects countless businesses that rely on NEC’s systems for their daily operations​

What Does This Mean for Your Business?

  • End of New Product Sales: NEC will cease sales of new products by December 31, 2024.
  • Limited Support: Support for existing systems will continue only until March 31, 2030.
  • Pressure to Migrate: Businesses must now consider transitioning to cloud-based or alternative solutions to avoid service disruptions.
  • Q: What does NEC’s exit from premises-based PBX systems mean for businesses?
    A: NEC has announced the end-of-life for its premises-based PBX systems, encouraging businesses to transition to cloud-based solutions like UNIVERGE BLUE.

Mitel MiVoice Connect: Understanding the End-of-Sale Timeline

Mitel, another major player, has announced the End-of-Sale for its MiVoice Connect platform, with the final new system sales set to end on July 6, 2024. Following this, add-on sales will stop by December 31, 2024, and all technical support will cease by December 31, 2029.

Key Deadlines for Mitel MiVoice Connect:

  • July 6, 2024: End of new system sales.
  • December 31, 2024: End of add-on sales.
  • December 31, 2028: End of hardware repair.
  • December 31, 2029: End of technical support.

Remaining on this platform exposes businesses to several risks, including cybersecurity vulnerabilities, limited scalability, and reduced support quality.

Mitel MiVoice Connect alternatives

  • Q: What is the End-of-Sale date for Mitel MiVoice Connect?
    A: The End-of-Sale for Mitel MiVoice Connect is July 6, 2024, with support ending by December 31, 2029.

The Risks of Staying on Sunsetting Telecom Platforms

Choosing to remain on legacy platforms like NEC PBX or Mitel MiVoice Connect comes with several risks:

  • Cybersecurity Threats: Unsupported systems are vulnerable to security breaches and compliance issues.
  • Operational Downtime: Reduced support can lead to increased downtime, affecting productivity and customer satisfaction.
  • Competitive Disadvantage: Businesses using outdated technology may struggle to adopt new tools and integrations, falling behind competitors who are more agile and technologically advanced.

How Towner Can Help You Seamlessly Transition to Modern Solutions

Towner Communications is here to help businesses navigate the complex transition from legacy telecom systems. We offer a proven, end-to-end approach to ensure a smooth and successful migration:

  1. Expert Assessment and Planning:

    • We begin with a detailed audit of your current telecom environment, identifying all critical components and potential integration challenges.
    • Our team develops a customized migration plan aligned with your business goals, minimizing disruption and maximizing efficiency.

  2. Customized Solutions: From UCaaS to Hybrid Models:

    • UCaaS Migration: Move to a cloud-based platform like UNIVERGE BLUE or other leading UCaaS solutions, providing scalability, flexibility, and integrated communication tools.
    • Hybrid Solutions: For businesses not ready to fully transition to the cloud, we design hybrid models that integrate existing on-premises systems with cloud-based solutions, offering control and cloud benefits.

  3. Seamless Integration with Existing Systems:

    • Our expertise includes integrating new communication solutions with your existing business tools (like Microsoft Teams, Salesforce, and other CRM platforms) to ensure a smooth transition without disrupting daily operations.

  4. Experienced Migration from Legacy Systems:

    • Towner has successfully helped businesses transition from other sunsetting systems like Toshiba and Avaya, providing specialized support to address unique challenges such as data migration, user training, and maintaining business continuity.

  5. Future-Proofing Your Business Communications with Towner:

    • We help you not only migrate but also future-proof your communications. Our solutions are designed to scale and adapt as your business grows, ensuring continuous access to the latest tools and technologies.

Don’t Wait—Start Your Transition Today

With NEC and Mitel announcing the end of their legacy telecom systems, the time to act is now. Towner Communications offers the expertise and tailored solutions you need to ensure a seamless transition, keeping your business competitive and secure.

Ready to make the move? Contact us today to schedule a consultation and discover how we can tailor a solution to your unique 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!

See The Demo
Request A Quote

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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!

Contact Us

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Safeguard Your Business: Towner’s Emergency Notification Solutions

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emergency notification

In today’s fast-paced environment, ensuring the safety of your employees,  customers, patients, and students is critical. Emergencies can occur without warning, making a reliable communication system essential. Towner offers robust emergency notification solutions to safeguard your organization no matter what the industry effectively.

The Importance of Emergency Notification Systems

When emergencies like fires, natural disasters, or security threats arise, immediate and clear communication is crucial. Effective emergency notification systems promptly inform everyone, enabling swift actions that save lives and reduce panic. According to a recent survey, campuses reported increased use of emergency notification systems for various emergencies, including power disruptions and lockdowns, even snow days, which rose to 50% and 88% usage respectively over the past two years​ (Campus Safety Magazine)​.

Towner’s Comprehensive Emergency Notification Solutions

At Towner, we provide a suite of solutions tailored to businesses of all sizes and verticals:

  1. Mass Notification Systems
    Quickly disseminate urgent messages through text, email, or voice broadcasts, ensuring timely updates reach everyone, regardless of their location. Modern emergency alert systems leverage a multi-channel approach, including SMS, social media, and mobile app notifications, ensuring comprehensive reach even during power outages​ (AlertMedia)​.

  2. Paging and Intercom Systems
    Our advanced systems deliver clear announcements throughout your facility, ensuring everyone hears critical information.

  3. Integrated Communication Platforms
    Seamlessly integrate emergency notifications with existing tools for a unified communication approach, enhancing efficiency during crises.

  4. Customized Alerts and Notifications
    Create tailored alerts for specific scenarios, ensuring relevant messages reach the right people at the right time, addressing unique risks effectively.

Towner Emergency Notification

How Towner Keeps You Safe

  • Expert Consultation and Planning
    We offer expert consultation to design and implement a robust emergency notification system tailored to your needs. Our team works closely with you to develop a comprehensive strategy.

  • 24/7 Support and Maintenance
    Emergencies are unpredictable, and Towner provides round-the-clock support to ensure your system is always operational, offering peace of mind.

  • Training and Drills
    We conduct emergency drills and provide hands-on training to ensure your team effectively uses the notification systems.

Towner Communications actively creates a safer environment for your organization. Our emergency notification solutions offer the tools and support needed to respond effectively during critical situations. Don’t wait for an emergency—take proactive steps to safeguard your business today.

Ready to enhance your emergency communication capabilities? Contact Towner Communications to learn more about our solutions and how we can help you stay prepared. With Towner, you invest in peace of mind, knowing your business is equipped to handle any emergency. Let’s work together to keep your organization safe and secure.

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Brace Yourself: The Next Microsoft Teams Outage Is Inevitable – Are You Prepared?

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Brace Yourself: The Next Microsoft Teams Outage Is Inevitable – Are You Prepared?

Microsoft Teams outages happen, and when they strike, they can disrupt entire organizations, especially those that heavily rely on the platform. Recent outages have shown us that being unprepared can spell disaster for businesses. But don’t worry—Towner is here to help you brace for impact. In this blog, we’ll guide you on how to expect the unexpected, with insights on early detection, strategic planning, and how our Microsoft Teams Monitoring Solution  can keep you ahead of the game. Ready to safeguard your business? Let’s dive in.

KEY POINTS:

  • Outages Are Inevitable: Microsoft Teams outages will and do happen due to the scale of digital services. Preparation is essential.

  • Importance of Being Prepared: Instead of scrambling during an outage, having a proactive plan in place will help manage the impact effectively.

  • Early Detection is Crucial: Tools like Towner’s Teams Monitoring provide early alerts and detailed insights, enabling organizations to respond quickly to outages.

  • Detailed Monitoring and Alerts: Towner’s monitoring offers precise information on affected services, impacted locations, and specific features, aiding in targeted responses.

  • Proactive Problem Management: Early alerts from Towner allow businesses to execute backup plans immediately, reducing downtime and maintaining productivity.

  • Strategic Planning: Businesses should have contingency plans to maintain operations during outages, ensuring alternative communication lines and processes are ready.

  • Free Readiness Assessment: Towner offers a free 20-minute Microsoft Teams Outage Readiness Assessment to help businesses identify and address potential challenges during downtime.

Microsoft Teams Outage Monitoring and Dictation 

When Teams isn’t working, it’s not always their fault. There are countless reasons. So, how does your company prepare for an inevitable outage that’s beyond your control? Don’t scramble to fix things on the fly—that never ends well. Instead, expect the unexpected. It sounds simple, and with the right approach, it can be. Here’s how you can stay ahead of the next Teams outage:

  • Understand the potential causes of Teams issues.
  • Implement proactive network monitoring to catch problems early.
  • Have a contingency plan in place for unexpected outages.
  • Use detailed performance metrics to quickly identify and address issues.
  • Communicate effectively with your team during downtime to minimize disruption.

Jan 6th Microsoft Outage

Microsoft Isn’t Perfect

Microsoft Teams outages do happen. When they do, it can be a serious challenge for organizations, especially those heavily reliant on the platform. On July 21st, 2022, and again on January 26th, 2024, significant outages impacted Teams and other Microsoft 365 services. For businesses that depend on these tools, being unprepared can spell disaster.

We’re here to make sure that doesn’t happen to you.

Outages are inevitable. It’s not a question of if, but when. With digital services operating at Microsoft’s scale, regular Teams outages are bound to occur over the next few years. Now that you know it’s going to happen again, what are you going to do about it? Don’t wait for an outage to disrupt your entire organization—get ahead of it.

Brace for Impact

Think of it like bracing for impact. You can’t fix Microsoft’s problems, but your team can be ready to manage the fallout. Identify who will be immediately impacted and establish alternative communication lines. Your business systems and processes will dictate how you create cover for Teams.

Having a plan in place is crucial, but early detection is key. That’s where Towner’s Teams Monitoring comes in. It helps organizations not just react to outages but anticipate them. With detailed alerts specifying affected services, impacted locations, and specific features, your IT team can respond quickly and effectively. Towner customers were alerted to the latest outage a full half-hour before Microsoft announced it, allowing them to execute their backup plans without wasting precious time troubleshooting.

Outages might be unexpected, but that doesn’t mean you can’t be prepared. Get the coverage you need to react fast and protect your business. It’s that simple.

Do you have a contingency plan for when Teams goes down? Is your company ready for the next Microsoft Teams outage?

Microsoft-Teams-Down-Funny-Memes-and-Jokes-784x441

Get a free 20-minute Microsoft Teams Outage Readiness Assessment to identify your challenges during downtime and address visibility gaps.

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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.

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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.

Request A Demo

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Lead the Way with AI: Exclusive Towner Partnership with Centriq for AI Training

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Lead the Way with AI: Exclusive Towner Partnership with Centriq for AI Training

We’re thrilled to announce an exciting new partnership between Towner and Centriq, designed to bring the power of AI to your fingertips! As a valued Towner customer, you’re invited to join Centriq AI Training for Business, where you’ll gain hands-on experience with cutting-edge AI tools like ChatGPT-4 and DALL-E.

Starting July 10th, this remote workshop runs every Wednesday from 2-4 p.m. until July 31st. It’s your chance to dive deep into practical applications of AI, guided by expert instructors through demos, collaborative sessions, and real-world exercises.

But here’s the best part: As a Towner customer, you get an exclusive discount of $250 per person! This is an unparalleled opportunity to enhance your skills and lead the way in AI innovation.

Ready to turn theory into practice? Secure your spot now at centriq.com/towner-offer. Let’s embark on this AI journey together!

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