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KC Back to Business Fund: Upgrade Security Now

Kansas City Mayor speaking at a press conference about the Back to Business Fund, supporting small business security upgrades and grant funding.

If you own a business in Kansas City, we have two pieces of good news:

  1. There’s funding on the table.

  2. You can use it to massively upgrade your security tech.

The City of Kansas City, Missouri launched the Back to Business Fund, last summer which provides grants of up to $10,000 to help businesses recover, grow, and modernize.

And yes—security, surveillance, and paging system upgrades are eligible.

That’s where we come in.

Towner Communications offers advanced surveillance and paging systems, including cutting-edge solutions from Verkada—one of the most trusted names in smart security. Think AI-powered facial recognition, motion-triggered alerts, and smart paging systems that help you communicate clearly during emergencies or day-to-day operations.

But here’s the deal—this program ends in July. Funds are limited and being distributed on a first-come, first-served basis.

If you’re considering an upgrade, this is your window to make it happen with funding on your side.

What Is the Back to Business Fund?

Kansas City’s Back to Business Fund is a grant program designed to help small businesses invest in improvements that help them operate more efficiently and safely. That includes:

  • Physical improvements to space

  • New technology

  • Security and surveillance system upgrades

  • Business continuity and recovery planning

It’s not a loan—you don’t have to pay it back. But it’s first come, first served. So if you’re thinking about upgrading your outdated systems, this is your shot.

Why Now Is the Time to Upgrade Your Business Surveillance & Paging Systems

Here’s the thing: security systems have come a long way since the days of grainy video and squawky PA systems.

Our partner, Verkada, offers systems that are fully cloud-managed, instantly accessible, and built to help you take control of your environment.

With Towner + Verkada, you get:

  • Facial recognition and watchlists to track high-risk individuals or flag VIPs

  • License plate recognition to secure parking areas or delivery zones

  • Motion-activated video alerts sent directly to your phone

  • Tamper-proof footage storage in the cloud

  • Integrated smart paging systems that trigger announcements during security events

  • Real-time monitoring of all locations in one dashboard

These aren’t just security tools—they’re operational powerhouses designed to improve safety, efficiency, and incident response.

Key Features Eligible for Grant Funding:

  • Small business surveillance system upgrades in Kansas City

  • AI-powered facial recognition surveillance

  • Cloud-based Verkada security systems

  • Paging and mass notification systems for emergencies

  • License plate readers and motion-triggered alerts

  • Kansas City small business security grants

  • Kansas City business security system upgrades

  • Kansas City surveillance system grants

  • Kansas City paging system upgrades

  • Verkada security Kansas City

What Makes Towner Different?

We’re not some out-of-state reseller.

We’re your local KC communications partner—born and raised. We’ve been in the business since 1947, and we know how to design custom solutions that meet both your needs and funding requirements.

Our process is simple:

  1. We assess your current security and communication systems.

  2. We create a customized upgrade plan that fits the Back to Business Fund requirements.

  3. We install and train your team to use the tech.

  4. We support you 24/7 with a real human (yes, an actual human).

How to Get Started

If you’re even thinking about upgrading your surveillance or paging systems, now is the time to move. The Back to Business Fund won’t be around forever—and once it’s gone, it’s gone.

Step 1: Visit townerkc.com/surveillance-systems or townerkc.com/paging-systems to request a free consultation.

Step 2: We’ll walk you through the grant process and design a solution that fits your business.

Step 3: Relax. We’ll handle the rest.

Secure Your Space. Strengthen Your Business. Get Funded—Before It’s Too Late.

Get A Quote
Schedule a Demo
See If You Qualify

Frequently Asked Question

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How Towner’s Solutions with Elevate for Teams Can Solve Your Teams Phone Problems

Business professional using Elevate for Teams to streamline Microsoft Teams Voice communication with improved call routing and real-time updates.

If you’ve been pulling your hair out trying to solve Microsoft Teams Voice issues and make Teams work as your business’s primary phone service, you’re not alone. Teams is great for internal collaboration, but when it comes to phone systems, it can feel like you’re stuck with a clunky, uncooperative setup. Call routing takes ages to update, logging is basically nonexistent, and diagnostics? Forget about it.

But here’s the good news: There are practical solutions to these challenges, and you don’t have to figure it out alone. With tools like Towner Communications’ Elevate for Teams Advanced, you can streamline your communication system and tackle these issues head-on.

Let’s break down the common frustrations with Teams Phones and how Elevate for Teams can solve them.

The Common Problems with Teams Phones

If you’re using Teams Voice, chances are you’ve experienced at least one (if not all) of these issues:

1. Slow Updates to Call Routing

When you need to make a simple change to your call routing—like updating who’s on call—it can take hours or even days for the changes to take effect. That’s a problem, especially if you run a business where every second counts, like healthcare or customer support.

2. No Real-Time Call Logs

Good luck trying to diagnose a problem when there are no transparent logs to tell you what happened. Did the call even reach your team? Did the system try to route it and fail? Teams doesn’t give you these answers, leaving you guessing when things go wrong.

3. Stressful Out-of-Hours Call Handling

For businesses with on-call schedules, Teams can feel like a nightmare. Rotating schedules, multi-tier escalation processes, and last-minute changes aren’t handled well, leading to missed calls, frustrated staff, and stressed-out managers.

4. Complicated Administration

Managing Teams Voice often requires navigating deep into complex settings. If you’re not tech-savvy, this can turn into a time-consuming chore—or worse, an opportunity to accidentally mess things up.

Enter Towner’s Elevate for Teams

Towner Communications has decades of experience working with businesses to improve their communication systems. Elevate for Teams Advanced is designed to address common frustrations with Teams Voice, offering practical tools that make your system easier to manage and more reliable.

Here’s how Elevate for Teams can transform your phone system.

1. Instant Updates to Call Routing

Say goodbye to hours-long waits for updates to kick in. With Elevate for Teams, changes to call queues, user groups, or routing settings happen in real time. Unlike Microsoft Teams Voice, where updates can take hours or even days, Elevate ensures your changes are implemented instantly, helping you stay agile and responsive. That means when your on-call schedule shifts at the last minute, your phone system adapts instantly.

2. Comprehensive Call Logs

Elevate for Teams provides detailed call logs, so you can see exactly what happened with each call. From call timelines to routing paths, these logs make diagnostics a breeze. No more guessing games—you’ll have all the data you need to pinpoint and fix issues quickly.

3. Streamlined On-Call Management

Managing out-of-hours calls has never been easier. Elevate for Teams lets you set up multi-tiered escalation processes and rotate schedules effortlessly. For example, one of our healthcare clients needed a reliable way to ensure their on-call staff were reachable during emergencies. Using Elevate for Teams, they implemented a two-tier call escalation system that updated instantly whenever their weekly on-call schedules shifted. This not only eliminated missed calls but also significantly reduced the stress of last-minute changes. Need to make a last-minute change? No problem—it’s as simple as a few clicks.

4. User-Friendly Administration

Our intuitive dashboard ensures that even non-technical team members can manage your phone system with confidence. Whether it’s updating on-call groups or checking call logs, everything is straightforward and accessible.

5. Scalable for Growth

As your business grows, Elevate for Teams grows with you. Whether you’re handling calls for a two-person on-call team or managing a 20-person support department, the system is built to scale seamlessly.

Solve all of Your Microsoft Teams Voice Issues Diagram comparing Teams Voice call routing delays with Elevate for Teams’ instant updates.

teams-voice-vs-elevate-for-teams

Real-World Application: A Healthcare Example

Let’s bring this to life with an example inspired by the frustrations shared by many healthcare businesses.

Imagine you run a small healthcare practice. You have office hours, but you also need an on-call system for after-hours emergencies. Your current Teams setup isn’t cutting it. Call routing changes take hours to update, and when a patient calls at night, you have no way to ensure the right person answers.

With Elevate for Teams, you can:

  • Set up two-tier call queues: Junior agents handle calls first, with escalation to senior agents if needed.

  • Make instant updates: Weekly rotations or last-minute changes are no longer a hassle.

  • Access clear call logs: Know exactly what happened with every call, so you can address any issues immediately.

The result? No more missed calls, no more team frustration, and no more patient complaints.

The Cost of Staying Frustrated

If you’re still on the fence about switching to Elevate for Teams, consider the hidden costs of sticking with an inefficient system:

  • Lost Productivity: How much time is your team wasting on diagnosing issues and managing clunky processes?

  • Poor Customer Experience: Missed calls and slow response times can damage your reputation and cost you business.

  • Employee Dissatisfaction: Frustrated staff are less engaged and more likely to burn out.

The good news? There are solutions to help you avoid these costs. Elevate for Teams offers a path to smoother operations, saving you time, money, and stress.

 

Why Businesses Turn to Towner Communications

We understand the challenges that businesses face with communication tools. Here’s what makes Towner Communications a trusted partner:

1. Proven Expertise

With over 70 years in the industry, we’ve seen it all. From analog systems to cloud-based solutions, we’ve evolved to meet the changing needs of businesses.

2. 24/7 Local Support

Unlike some providers that leave you hanging with ticket-based support, we’re always just a phone call away. One of our clients, a local healthcare provider, recently shared how our team resolved their urgent call-routing issue within minutes—a problem their previous provider took days to address. Testimonials like these underline our commitment to fast, reliable support whenever you need it. Our local team is here to help whenever you need us.

3. Tailored Solutions

We don’t believe in one-size-fits-all. Our solutions are customized to fit your business’s unique needs, ensuring you get exactly what you need without paying for what you don’t.

FAQ: Common Microsoft Teams Voice Issues 

FAQ: About Towner Communications

Ready to Solve Your Teams Phone Problems? Don’t wait—schedule a free consultation today and discover how Elevate for Teams can streamline your communication system. Limited-time offer: Get a personalized system audit at no cost if you book before the end of the month!

You don’t have to settle for frustration and inefficiency. With Elevate for Teams, Towner Communications can help you take control of your phone system and create a seamless communication experience for your business.

Let’s elevate your Teams Voice experience together.

Contact Towner Today

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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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IT’S NOT A SCAM CALL: How Companies Can Restore Trust in the Phone Call

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IT’S NOT A SCAM CALL: How Companies Can Restore Trust in the Phone Call

Companies are all too familiar with this harsh reality: Dial a customer’s number, only to hit a dead end. You might leave a voicemail, crossing your fingers for a callback, or persistently dial again, hoping for a response on the second (or third) attempt. It’s a colossal time drain and a source of immense frustration.

But why does this recurring ordeal unfold? The simple truth is, people harbor deep distrust towards phone calls, especially when they originate from unknown or anonymous numbers.

Customers Want You To Call:

Yes, it’s true—people still value phone calls. A staggering 75% of consumers express a preference for hearing from you when faced with complex issues or numerous questions.

However, despite your company’s genuine efforts, trust in phone calls remains severely lacking for two primary reasons: the absence of caller identification and the prevalence of scam callers.

It’s Not A YOU Problem well…maybe:

Here’s the plain truth—most individuals don’t utilize a caller ID service on their phones (less than 10 percent, to be precise). Consequently, when you make a call, your name doesn’t pop up unless the recipient has your contact information saved. Putting the onus on the customer to take proactive steps is risky, given the susceptibility of unknown numbers to spoofing. If your number falls victim to spoofing, it could tarnish perceptions of your company and brand.

When an anonymous number appears on the screen, people instinctively hesitate to answer. They’re left in the dark about the caller’s identity and intentions. Moreover, they’ve been conditioned to avoid answering calls altogether—a result of the pervasive presence of unscrupulous yet highly lucrative phone scammers.

SCAM CALLS are Big BIG Money:

Recent data from Truecaller reveals a staggering truth: from June 2020 to June 2021, Americans suffered losses nearing $30 billion due to scam calls. Remarkably, if amalgamated into a single entity, these scammers would secure the 100th spot on the prestigious Fortune 500 list—an astonishing feat.

Within the past year alone, over 59 million Americans fell victim to phone scams, enduring an average financial loss of $502 per incident. Shockingly, some individuals reported being bombarded with up to 25 scam calls daily.

Given these alarming statistics, it’s hardly surprising that people are hesitant to pick up their phones.

scam call

Trends In SCAM CALLS:

Based on insights from First Orion data, the top three prevalent scam calls in August 2021 were:

  1. Vehicle warranty scams
  2. Social Security scams
  3. Mobile carrier scams

Revitalizing Trust in Phone Calls: A Call to Action for Companies

Undoubtedly, scammers bear the brunt of responsibility for eroding consumer trust. Their intrusive tactics not only annoy but also inflict financial harm on unsuspecting individuals.

Nevertheless, businesses hold the power to mend this fractured trust. Embracing branded calling solutions enables companies to reclaim control over their caller ID and call messaging. By customizing and branding each call, they can communicate their identity and purpose clearly on the recipient’s screen, thereby encouraging more responses and meaningful interactions.

Moreover, branded calling solutions offer invaluable benefits such as brand protection and enhanced spoof mitigation. By dynamically adjusting call display names based on the recipient, companies can ensure precision and personalization in their communications. The dividends are manifold—beyond mitigating spoofing, businesses stand to gain a bolstered brand reputation, strengthened client relationships, and deeper customer engagement.

It’s time to reshape the narrative around phone interactions and instill confidence in consumers once again.

Click Here To See Branded Calling Options

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Is a VoIP Contact Center Better for Your Business?

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VoIP Contact Center

 

Forward-thinking businesses continuously seek avenues to enhance their customer communications, which extends to upgrading contact center capabilities with innovative tools and technologies.

Illustrating this, a recent global survey conducted by Metrigy revealed that more than 80% of companies have initiated, scheduled, or are in the process of executing a transformation in customer experience. These initiatives encompass the adoption of both new and established technologies aimed at elevating agent performance and overall customer experience, thereby generating tangible business benefits.

Are you aware that Voice over Internet Protocol (VoIP) holds the potential to facilitate these objectives? In this piece, we’ll delve into how implementing a VoIP contact center solution can effectively serve your business needs.

Key Points:

  1. VoIP-powered contact centers operate as virtual systems, enabling the management of customer communications via the internet.

  2. Utilizing a VoIP contact center empowers you to supervise both inbound customer support and outbound sales or outreach teams effectively.

  3. VoIP contact centers offer a suite of features designed to enhance customer experiences, bolster security measures, ensure heightened reliability, and facilitate unlimited scalability.

Understanding the Inner Workings of a VoIP Contact Center

When your business demands handling a high volume of outbound and inbound calls, a VoIP contact center is the solution. But is it the same as a traditional call center?

Not quite. Traditional call centers, rooted in physical infrastructure and in-house teams, struggle to meet modern customer experience standards. They’re limited by their reliance on a single location.

In contrast, VoIP contact centers leverage web-based operations, enabling agents and supervisors to work remotely using contact center as a service (CCaaS) software. This flexibility extends to an unlimited number of agents. With digital services, you can effortlessly set up and manage virtual lines to meet your company’s evolving needs.

How VoIP Works

The Shift to VoIP Contact Centers: Reasons for Organizational Adoption and Why You Should Consider Making the Change

A VoIP contact center consistently outshines its traditional call center counterpart. Explore further benefits today!

Elevated Customer Experience: 

VoIP technology facilitates seamless integration of phone software with various media channels for omnichannel customer service. Your team gains the ability to engage customers through their preferred channels and smoothly transition between mediums as per customer preference.

For example, a customer initiating a support request via web chat with an automated bot on your website can have their query escalated to a human agent through web chat, email, or instant messaging if the issue surpasses the AI’s capabilities. In cases demanding deeper assistance, a phone or video call might be necessary. Rather than the customer dealing with disparate teams across channels and repeatedly explaining the problem, assistance unfolds as a cohesive conversation spanning channels and agents.

This feature empowers agents to resolve issues swiftly and effectively, enhancing satisfaction for both customers and employees.

Enhanced Security and Increased Reliability:

Opting for the right VoIP contact center immediately fortifies your operation’s security and reliability. By transitioning away from reliance solely on on-premise equipment, you mitigate the risks of outages and technical glitches that can paralyze a traditional call center indefinitely, leaving you at the mercy of repair timelines.

With a VoIP contact center, your hardware is housed in secure off-site data centers equipped with robust security measures and backup solutions. Even if one data center experiences an issue, your service seamlessly switches to another, ensuring uninterrupted operation. This level of redundancy translates to less than a minute of potential downtime each month.

Moreover, a cloud-based setup means your vendor maintains constant vigilance over your security. Trained personnel secure physical locations, while digital experts employ sophisticated software to safeguard your data around the clock. With this continuous protection, you can enjoy worry-free security, 24/7.

Infinite Scalability and Versatility:

As your business expands, your contact center must evolve accordingly. With a VoIP-based system, you have the flexibility to add lines, modify permissions, and activate new features as required.

Moreover, the subscription model eliminates the need to purchase a new software version to access the latest features. Cloud-based services provide instant access to cutting-edge tools, empowering you to meet evolving customer demands efficiently.

Capabilities Enhancing the Optimal VoIP Contact Center Journey:

A VoIP contact center offers a plethora of exceptional features designed to elevate productivity and enrich customer experience.

Interactive Voice Response (IVR) and Automated Call Distribution (ACD):

Efficiently establish an automated phone menu using IVR to swiftly guide callers to the relevant person or department. Subsequently, ACD intelligently distributes calls to suitable agents through intelligent routing. Customize rules to direct calls based on agent availability, skillset, and business hours.

Simple Call Recording, Monitoring, and Transfers:

Effortlessly capture and archive customer interactions for training and quality assurance purposes within your system. Supervisors can conveniently listen to agents’ calls from any location, providing coaching discreetly through the whisper function, which remains unheard by customers.

Transferring calls is now simplified; agents no longer need to navigate complex sequences of digits and extensions. Utilizing the app, agents can easily identify available team members, streamlining the process of transferring and conferencing calls.

Integration With Your CRM:

When integrated with a top-tier VoIP contact center, your customer relationship management software operates seamlessly, accelerating data collection and retrieval. This synergy facilitates faster support resolutions and enhances efficiency in closing sales calls.

Sophisticated Dashboards and Reporting Systems:

AI-powered analytics ensure you stay informed about your team’s performance at all times. For instance, you can uncover customer sentiments during calls and delve into crucial metrics like call duration, hold times, and first-contact resolution rates. Intuitive dashboards assist managers in dissecting this data to identify optimal training strategies. Clearly, your VoIP contact center diligently supports you, enabling you to deliver exceptional customer experiences and strengthen your brand.

VoIP Contact Center Dashboard

Discover why thousands of businesses choose Towner’s VoIP Contact Center:

Now that you recognize the importance of a VoIP contact center, setting yours up is a breeze. With Towner’s assistance, the process is effortless. Simply connect with one of our team members to select your plan and features.

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

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

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

Key Takeaways:

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

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

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

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

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

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

Facilitated Communication Expedites Time-To-Market:

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

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

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

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

The Cost of Lost Productivity Surpasses Your Estimate:

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

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

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

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

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

Exceptional Customer Experiences Hinge on Effective Communication:

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

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

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

Ensure Your Communication System Doesn’t Fail You

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

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

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

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

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

 
 

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HOW CHATGPT CAN ENHANCE THE CUSTOMER EXPERIENCE

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 Gabby is the Client Host at a popular hotel. Her headset has been dropping calls like no body’s business. Frustrated Gabby reaches out to her local Telecom partner…

Gabby: Hey, I’m the Client Host at Hotel Amazing. We’re having issues with dropped calls. It’s really frustrating and I need some urgent help.

Agent: Hi Gabby, we would love to help. Can you check the connections, please?

Gabby: (After checking) Everything seems fine.

Agent: This could be an issue with the actual phone lines or your carrier. Would you mind check to see if the phone lines are live or if there might be any issues with the cables that are connecting your equipment?

Gabby: I can totally do that and get back to you.

Agent: Great! Let me know if there’s anything else I need to help with after you take these steps.

Gabby: Thanks.

Agent: You’re welcome, have a great day.

This may seem like a typical contact center interaction easily solved with some troubleshooting and nice words. But can you believe that artificial intelligence (AI) improvised the role of the contact center agent on the spot? How about Gabby’s lines?

ChatGPT, a conversational AI program released by OpenAI in late 2022, wrote the entire dialogue above within seconds. And while many contact centers already use AI in one form or another to manage customer interactions, many believe ChatGPT’s ability to generate lifelike and intelligent responses rapidly could revolutionize business communications.

What Kind of AI is ChatGPT?

Even if you’ve never ridden in a self-driving car or created a computer-generated portrait, odds are you regularly encounter artificial intelligence in your everyday life. Perhaps you’ve checked the weather with your voice assistant or asked a retailer’s chatbot about product availability.

While these online chat experiences are quick and convenient, they can feel like you’re talking to a robot because you are. AI, like these examples, draws from large but relatively limited pools of data (such as customer records or inventory) to produce responses that fit within a fixed spectrum. On the other hand, the innovative technology behind ChatGPT means its answers seem natural, authoritative, and even creative.

This is because ChatGPT is trained using Reinforcement Learning with Human Feedback (RLHF). It’s built on top of GPT-3.5, a large language model that draws on vast amounts of data created by real people on the internet. It receives continual user feedback to guide it toward behavior that feels realistic. The more it’s used, the more lifelike it becomes.

And with more than one million users in the first five days after its launch, ChatGPT has been getting much use. A paid version is in the works, but current access to the program is free, despite some lags due to overworked servers. Anyone can create an account and begin interacting with the chatbot.

What Can and Can’t ChatGPT Do?

As a highly sophisticated chatbot, ChatGPT is very good at answering prompts, as shown in the opening dialogue above. It can then remember previous responses and modify them based on further input. For example, it made the contact center agent friendlier and shortened the conversation upon request.

ChatGPT users have generated everything from a six-course Thanksgiving menu to the code for a 3D animation of a bouncing marble. The AI has written reasonably creative songs, novels, and poems and has co-authored articles since its release. It recently passed an exam for the Wharton MBA program.

However, OpenAI also says ChatGPT has its limits. The technology isn’t exactly “smart” in the human sense. It can’t make decisions or judgment calls. Instead, the program searches for patterns in the data it’s trained on and produces text based on those patterns. The answers it gives can sound authoritative but may be misleading or even completely inaccurate. OpenAI recommends independently fact-checking each response.

How Will Businesses Use ChatGPT?

Regarding real-world applications, ChatGPT has the potential to impact efficiency and productivity in almost every industry.

Businesses are already using the technology for tasks such as:

  • Improving search results
  • Automating repetitive tasks
  • Writing reports
  • Creating and debugging code
  • Translating text
  • Sorting large quantities of data
  • Analyzing and summarizing customer interactions

In the future, experts see the potential for ChatGPT to handle sensitive information or navigate complicated workflows without the authorization required for human agents.

Of course, ChatGPT’s applications are limited by its programming. Due to its generative nature, each response is slightly different – even if the same input is given multiple times. While it’s very good at producing answers, it can’t make decisions independently. It requires oversight to ensure the accuracy and appropriateness of its responses.

Engineers are already working to integrate ChatGPT with existing systems and technology, but it may be some time before these applications are fully functional.

How Will Businesses Use ChatGPT?

Customers are accustomed to interacting with chatbots for basic requests, but they often find the experience impersonal or frustrating.ChatGPT’s conversational abilities would make interactions feel much more natural, rather than the standard “canned responses” of other AI.

As a friendly, knowledgeable, and efficient contact center representative, ChatGPT could handle most customer service interactions, such as questions about product availability, refunds, or operating hours. It can lower response time by quickly drawing on a customer’s history or data to serve them more accurately.

If a ticket needs to be passed off to a human agent, it can summarize and analyze the online chat before the agent takes over the conversation. This saves time for the agent and the customer since the agent doesn’t have to read through the entire exchange with the chatbot. It also allows agents to focus their empathy and decision-making skills on high-value cases.

OpenAI is currently working on adding ChatGPT to its application programming interface (API), which will allow developers to integrate the technology into their products, whether for the uses mentioned above or for even more creative purposes. The company is also partnering with investors and AI innovators to expand ChatGPT’s abilities further.

Is ChatGPT the Secret to Better Business Communication?

ChatGPT certainly has many promising applications regarding business communications and customer service. There are ways in which it’s an improvement over current AI, especially in terms of realism and range of output. However, it still requires significant oversight to overcome misleading or undesired responses.

While we’re likely to see ChatGPT or other increasingly sophisticated technology incorporated into everyday work and life, it cannot replace authentic knowledge and empathy.

Towner’s innovative solutions incorporate AI to support agents as they provide customers with the personal touch only found in genuine human interactions. We have live experts ready to take your call today.

Mitel.com blog post

 

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Triple Shield Security Best Practices Checklist

Triple Shield Security

Towner & Intermedia’s security experts have put together security best practices to help protect businesses from the most common attacks they might experience. This guide aims to break down security into key categories that are easy to understand and easy to implement.

Use this security checklist to ensure the highest levels of protection from all potential threats. Frequently check to enforce practices, update passwords, and prioritize security.

  • Set password requirements to prevent users from choosing easily guessable passwords
    • We recommend looooong vs complex passwords/passphrases
    • Choose a password expiration policy that is long enough that users don’t resort to writing
      down or reusing similar passwords frequently
    • Discourage users from using unsafe passwords by enforcing the “compromised password” policy
  • Implement account lockouts when the wrong password is entered too many times.
  • Purchase licenses for a password manager (like LastPass) for your employees
  • Enable and customize Suspicious Login Alerts to users and admins
  • Turn on 2 Factor Authentication (2FA) everywhere possible and implement a hardware token where possible
  • Restrict access to your company resources based on IP’s (for example, limit it to ranges and countries you know your users will connect from)

ENDPOINT SECURITY

  • Encourage or enforce the use of VPN for remote users (with 2FA)
    Invest in Mobile Device Management (MDM)
  • Encourage users to enable automatic updates of apps and mobile OS
  • Encourage the use of secure file sharing and backup that can be monitored by an administrator and that includes additional protection against ransomware attacks
  • Remove Admin rights from standard user accounts
  • Limit use of rooted phones or installation of applications from non-standard App stores

EMAIL SECURITY

  • Review your email security settings and options on a regular basis
  • Enable tagging or identification of external emails to help employees focus on potential external threats
  • Enable ActiveSync or other mobile synchronization policies to better protect data stored on mobile devices and consider further full Mobile Device Management (MDM)

HUMAN SECURITY

  • Encourage employees to call their personal mobile phone providers, and turn-on extra security verification steps, like a PIN
  • Encourage employees to NEVER re-use the same password to their email with any other systems or applications they use
  • Discourage users from storing passwords in their browser
  • Mandate all employees take security training (ex:https://www.knowbe4.com/products/
    enterprise-security-awareness-training/)
  • Begin once a month/quarter live phishing exercises 

TRIPLE SHIELD SECURITY™ – FROM Towner & INTERMEDIA Is your business data secure? As cyberattacks become more sophisticated and hackers more aggressive, business communications such as telephone calls, voicemails, text messages, video meetings and file sharing are increasingly under attack. Triple Shield Security eliminates the complexity of securing your communications while giving you peace of mind that your business data is protected. When it comes to security, not all cloud communications solutions are created equal. As a service provider with over 25 years of experience, Towner places the highest priority on security and has invested heavily in our certified information security staff and security technologies to stay ahead of increasingly sophisticated cybercriminals. Our Triple Shield Security takes a multipronged approach to protecting your business data with technologies that address three potential points of vulnerability – protecting user access, securing
applications, and defending the cloud infrastructure. Intermedia cloud communications tools give small and medium-sized businesses the kind of reliability and security enjoyed by the biggest Fortune 500 companies.

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