TCE software (Total Communication Environment)
We present the TCE software - Total Communication Environment -
A category of software created to unify communication, customer relations, projects and knowledge management in one place.
This concept was proposed and named by Ramiro Cavalcanti in 2025 and materialized in the Embedesk - the world's first TCE software.
Why TCE?
Companies have modernized channels (voice, chat, email, WhatsApp, social networks), but management is still the same fragmented between CRM, Help Desk, ERP, UCaaS/CCaaStask managers and stand-alone wikis.
The result: duplicate data, silos, rework and slow decisions.
O TCE software is born to consolidate processes and information around the true core: contacts, companies, tasks and knowledge. Instead of "loose tools", we created a environment unique communication and execution.
Pains that TCE resolves
- Operational fragmentation: multiple systems, zero continuity of customer context.
- Inconsistent data: duplicate records and divergent metrics between teams.
- Handoff failures: marketing → sales → onboarding → support → success → internal projects.
- Dispersed knowledge: documents, articles and courses with no links to real cases and projects.
- Partial vision: tools that solve "one part" but don't connect the whole journey.
Limits of current models
- CRM - great at sales pipeline, but doesn't cover end-to-end operations and support.
- ERP - strong in finance/accounting, blind to daily communication with clients.
- Help Desk - solves tickets, but does not integrate naturally with projects and the live knowledge base.
- UCaaS & CCaaS - unify channels, but do not unify processes or business context.
- Project and Task Management - great for internal projects, weak for relating tasks to clients/companies.
- Knowledge management - articles, manuals, courses, tests or distance learning platforms are isolated and not linked to real cases, usage metrics or customer context.
The solution: the TCE Total Communication Environment)
O TCE software unify:
- MultichannelContact Center (external): e-mail, chat, voice, WhatsApp and social media linked to customer registration.
- Internal productivity: tasks, projects, simple boardsScrumKanban) connected to customers, tickets and business.
- Knowledge management: articles, how-to, courses and "live base" linked to real cases and usage metrics.
- Unified data layer: contacts, companies and permissions as a pivot for the entire operation.
- Applied AI: routing, summarization, assisted response, RAG and automations on unified context.
Embedesk: the first TCE software of the world
Embedesk is software TCE with AI that matches UCaaS, CCaaS, CRM, Help DeskKnowledge Base and Project Management on a single platform.
Created in 2025 by Ramiro Cavalcanti, Embedesk helps businesses manage the entire customer journey - marketing, sales, onboarding, ongoing support,
team training and internal collaboration between departments - in a unified environment.
Mission: to eliminate tool chaos and create the total communication environment that connects people, processes and knowledge around customers and companies.
Glossary & Keywords TCE
- TCE software
- Total Communication Environment
- UCaaS
- CCaaS
- CRM
- Help Desk
- Knowledge Base
- Project Management
- Contact Center
- Omnichannel
- Customer Journey
- RAG
- AI Assist
- Scrum
- Kanban
- SaaS
- All-in-one
Invitations
Just like CRM, ERP e Help Desk have become standards, the TCE software will be the new form of management guided by communication, context and knowledge.
Do you want to follow TCE? Read the first article on the Embedesk's TCE.