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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.

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What NEC Communications Customers in Kansas City Need to Know About the Intermedia Acquisition

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NEC Communications Kansas City Intermedia Acquisition Impact

How the Intermedia NEC Acquisition Impacts NEC Communications in Kansas City

“Change is the only constant in life,” Heraclitus once said. And for NEC customers in Kansas City and the Midwest, that change just got a whole lot more exciting!

Intermedia, a powerhouse in cloud communications, has just announced they’re acquiring NEC’s UNIVERGE BLUE UCaaS and CCaaS operations in North America. But this isn’t just another corporate shake-up—it’s a game-changer for businesses relying on NEC’s communication tools. Let’s break down what this means for you and why Towner Communications is the best cloud communication provider for NEC customers in Kansas City to help you navigate these waters.

Why NEC Communications in Kansas City is About to Get Even Better

Across the U.S., businesses are rapidly transitioning to cloud-based communications. This shift isn’t just a passing trend; it’s a strategic move that’s critical for staying competitive in an increasingly digital marketplace. Intermedia’s acquisition of NEC’s UCaaS and CCaaS operations is a direct response to this growing demand, ensuring that businesses like yours have access to the most advanced, reliable, and flexible communication solutions available.

For NEC customers, especially those in Kansas City and the Midwest, this acquisition means enhanced services and better support. Intermedia has been NEC’s exclusive cloud communications partner since 2020, so you’re already using their robust platform—just under the NEC brand. The best part? This transition is designed to be seamless. Your current contracts, service levels, and support arrangements will remain in place, ensuring that your business operations continue without a hitch.

How Does the Intermedia NEC Acquisition Affect Kansas City Businesses?

So, what’s the timeline? The deal is expected to close by the end of September 2024 in the U.S. and Canada, with Europe following shortly after. Here’s what that means for your business:

  • Seamless Transition: Intermedia is dedicated to making sure there’s no disruption in service. You’ll continue to benefit from NEC-branded services you trust, but with enhanced access to Intermedia’s innovative solutions and support teams.
  • Stronger Network and Support: Expect more direct access to cutting-edge tools like AI-powered analytics and multi-channel archiving, all designed to make your communications smarter and more secure. Plus, Intermedia and Towner’s J.D. Power-certified 24/7 technical support ensures that help is always available when you need it most.

Why Towner Is the Best Cloud Communication Provider for NEC Customers in Kansas City and Trusted Intermedia Partner

Navigating change can be tricky, but that’s where Towner Communications comes in. As Kansas City’s trusted partner in unified communications, we’re here to make this transition as smooth as possible. With our deep expertise and local presence, we’re uniquely positioned to help you make the most of what’s to come.

Here’s how we’re going to help:

  1. On-the-Ground Support: While Intermedia will handle the broader transition, Towner offers the local touch. Need someone who can be there, face-to-face, to answer questions or troubleshoot issues? We’ve got you covered.

  2. Seamless Cloud Migration: Still using on-premises systems? Now might be the perfect time to consider a cloud transition. Towner can guide you through this process, ensuring a seamless move that aligns with your business goals. Intermedia’s platforms are built for agility, and we’re here to help you harness that power.

  3. Tailored Solutions: Every business is different. That’s why Towner doesn’t do cookie-cutter solutions. We’ll work with you to tailor your communications setup to fit your specific needs—whether that’s scaling up, integrating new features, or optimizing your current systems.

Ready to Navigate the Change? Here’s How Towner Can Help

Need proof? When a Legacy Shortel Customer faced a similar transition last year, they turned to Towner. We not only ensured their migration to Intermedia was seamless, but we also optimized their setup to reduce operational costs by 20%. That’s the kind of hands-on support and expertise we bring to the table.

Change doesn’t have to be daunting, especially when you have the right partners by your side. Towner Communications is here to ensure that your business doesn’t just survive this transition—it thrives. Reach out to us today, and let’s discuss how we can help you take full advantage of this exciting new chapter.

And because we’re committed to your success, we’re offering a free consultation and communication system assessment for all NEC customers in the Kansas City area. Let’s explore how you can leverage this acquisition to elevate your business communications.

The future of your communications is bright. Let’s navigate it together.

Frequently Asked Questions About the Intermedia NEC Acquisition for Kansas City Businesses

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

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Local VoIP Provider Kansas City

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

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

The Frustration: Slow Vendor Support from National VoIP Providers

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

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

The Desire: Fast, Reliable Local VoIP Support

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

Here’s what you should look for:

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

 

The Fear: Downtime and Service Interruptions Impacting Your Business

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

Kansas City Business Communications Cost of Down Time

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

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

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

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

Advantages To Getting Personalized Solutions & Service

Click Here!

How Towner Communications Can Keep Your Business Connected

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

  1. 24/7 Local Support from Real People:

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

  2. Dedicated Account Managers Who Care:

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

  3. Proactive Monitoring and Tailored Solutions:

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

  4. Flexible VoIP and SIP Trunking Options:

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

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

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

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

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

Get in Touch:

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

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Spark AI Voice

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

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Business communication integration solutions Kansas City

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

Why Your Business Needs to Modernize Its Communication Systems

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

Why Your Business Needs to Modernize Its Communication Systems

The Evolution of Business Communications: From VoIP to AI Tools

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

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

Beyond VoIP: Advanced Solutions for Better Business Communications

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

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

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

Cutting-Edge AI Tools to Transform Customer Experience

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

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

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

Seamless Integration of Business Communications with CRM and Other Tools

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

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

Microsoft Teams Integration and Towner

 

Overcoming Common Challenges in Communication Modernization

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

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

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

 

Why Local, Personalized Telecom Support Matters for Kansas City Businesses

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

FAQs on Modernizing Business Communications

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

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

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

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

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Call Center AI Explained

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

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

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

Key Takeaways:

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

What is Call Center AI?

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

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

Why Should You Adopt Call Center AI?

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

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

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

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

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

Contact Center AI

Even More Cost Savings

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

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

Call Center AI

Superior Personalized Customer Service

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

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

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

Gain Deeper Insights Into Your Contact Center

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

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

Boosted Customer Satisfaction

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

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

Transform Your Customer Service with Towner’s Call Center AI

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

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Transform Your Business with Towner Cloud and Microsoft Teams Advanced

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Microsoft Teams Advanced Hero

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

Key Takeaways:

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

Microsoft Teams Advanced

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

Effortless Integration

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

Business Continuity, Uninterrupted

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

Feature-Rich and Ready

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

One App to Rule Them All

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

Cost-Effective and Efficient

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

The Ultimate Solution for Modern Workplaces

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

Teams integration

Seamless Communication at Your Fingertips

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

Advanced Features for Enhanced Performance

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

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

Reliable Business Continuity and Savings

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

A Streamlined User Experience

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

Easy Implementation

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

SEE IT IN ACTION

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

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

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!

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Celebrating Excellence: Towner Communications Honored with Mitel Customer Champion Award

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Mitel Customer Champion 1

Towner is recognized as a Mitel Customer Champion!

We are thrilled to announce that Towner Communications has been honored with the prestigious Mitel Customer Champion award! This award recognizes our commitment to optimizing our customers’ Mitel solutions with the best combination of products and services.

Towner And Mitel, A Long Partnership

Since 1987, Towner Communications has been a proud partner of Mitel, consistently delivering top-notch communication solutions. Our dedication to proactively working with each customer has culminated in this remarkable achievement, measured by our outstanding Installed Base Activation (IBA) score. Scoring at or above 100% in IBA reflects our relentless pursuit of excellence in customer lifecycle management.

What our CEO Says

Julie Towner, our CEO, expressed her excitement about this achievement: “Receiving the Mitel Customer Champion badge is a testament to the hard work and dedication of our team. At Towner Communications, we believe in putting our customers first and providing them with the best possible solutions. This award underscores our commitment to excellence and motivates us to continue pushing the boundaries of customer service.”

Mitel awards the Customer Champion badge to partners who demonstrate their expertise in helping existing customers optimize their Mitel solutions. This involves working closely with each customer to ensure they are utilizing the best combination of products and services. Our high IBA score demonstrates our success in this endeavor, and we take pride in receiving recognition for our efforts.

Towner’s Future With Mitel

Our journey with Mitel began over three decades ago, and since then, we have consistently strived to provide innovative and effective communication solutions to our clients. This award is a reflection of our long-standing partnership and our shared commitment to delivering exceptional service.

As we look to the future, we are excited to continue our collaboration with Mitel and further enhance our customer offerings. The Customer Champion badge is not just a recognition of our past achievements but also a motivation to keep improving and evolving. We maintain high standards and ensure that our customers receive the best possible service.

Hey Thanks

We extend our deepest gratitude to our clients and the entire Towner team for their unwavering support and commitment. Without them, this achievement would not have been possible. We are also grateful to Mitel for their continued partnership and support.

Stay tuned as we proudly display our Customer Champion badge on our website and social media platforms. This badge serves as a symbol of our dedication to excellence and our commitment to providing the best possible solutions to our customers. Here’s to more milestones and continued success together!

Mitel Customer Champion

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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.

common-ai-usage-min

Key Points:

  • Save Time and Money: Implementing AI for customer service streamlines operations, cutting costs and improving efficiency.
  • Consistent, Personalized Service: AI ensures consistent and personalized customer interactions while reducing agent burnout.
  • Automate and Enhance: Integrate AI into your contact center to automate workflows and enhance agent training.
  • 24/7 Multilingual Support: AI enables you to offer round-the-clock multilingual customer service.

Why You Need AI-Powered Customer Service in Your Contact Center

Maybe your contact center is already running smoothly. So why consider enhancing it with AI-powered customer service?

In business, there’s always room for improvement and opportunities to get ahead. With AI, you can:

  • Lower your costs
  • Present a consistent and reliable brand
  • Increase customer satisfaction and loyalty
  • Reduce agent burnout

Like whipped cream on a shake or sprinkles on donuts, AI can take something great and make it even better. Remember, automated solutions allow you to do more with less.

5 Effective Ways to Integrate AI-Powered CX

Aim to implement at least a few of these AI-powered customer service strategies—if not all of them!

1. Automate Workflows

One of the primary benefits of AI is its ability to automate time-consuming tasks, freeing employees to focus on high-value assignments that require a human touch.

For instance, consider a high-volume customer needing to return a product. Previously, they would have to call your company, wait for an available agent, and go through the return process—wasting everyone’s time.

With AI-powered customer service, a virtual agent responds instantly, guiding the customer through accessing the return form and tracking the process without human assistance. If a request needs human interaction, AI receptionists efficiently route calls to the appropriate individuals.

AI assistants also provide easy access to your company’s knowledge base. Human agents can quickly find information by simply requesting it from the AI. Since you’re using an internal system that doesn’t train itself on your data, there’s no need to worry about security or compliance.

During a call, a human employee might realize that AI can handle most of the work with a bit of guidance. With prompts, the AI assistant can generate content and even write code to resolve issues.

workflow automation

2. Personalize Your Service and Support

Imagine your customers seeing your brand as the friendly local spot “where everybody knows their name.” Personalized interactions are now a customer expectation, especially for service and support.

AI-powered customer service works tirelessly, collecting data to tailor interactions. For instance, it can remind a customer about an abandoned cart and even address any concerns they might have. If the customer hesitates at checkout, the AI can offer a discount or promotion to seal the deal.

While AI personalizes interactions, it also supports your human agents by sharing relevant information. Through sentiment analysis, AI assesses a caller’s mood and provides insights before connecting them to an agent. This way, agents start the conversation prepared to address the specific issue.

If the agent can’t resolve the situation immediately, AI records all details for future interactions, ensuring your contact center operates seamlessly and efficiently. Your customers will appreciate the smooth and personalized service experience.

3. Be Available 24/7

Serving customers around the clock is crucial, but paying human agents to do so isn’t always practical. AI-powered customer service is available 24/7, handling basic requests and reassuring clients that a human will follow up during business hours.

4. Reach a Multilingual Audience

With advanced conversational AI, real-time language detection and translation become possible. Multilingual support enables you to expand your market and reach a broader customer base.

5. Enhance Your Onboarding and Training

Your staff is the backbone of your customer service. AI-powered solutions empower them the most by automating evaluations and quality control on a large scale. Managers gain practical insights to improve training and onboarding, while agents can frequently review their performance through dashboards, allowing them to quickly adapt to feedback.

Harness AI-Powered Customer Service with Towner’s World-Class Cloud Communications Platform

Wondering how to get started with AI-powered customer service? Towner’s expert support team is ready to assist.

Contact our agents to explore how our cloud communications platform can help you fully leverage AI-powered customer service.

Request A Demo

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