TCN – TCN Workforce Optimization and Engagement

About TCN

TCN is a leading provider of cloud-based call center technology for enterprises, contact centers, BPOs, and collection agencies worldwide. Founded in 1999, TCN combines a deep understanding of the needs of call center users with a highly affordable delivery model, ensuring immediate access to robust call center technology, such as predictive dialer, IVR, call recording, and business analytics required to optimize operations and adhere to TCPA regulations. Its “always-on” cloud-based delivery model provides customers with immediate access to the latest version of the TCN solution, as well as the ability to quickly and easily scale and adjust to evolving business needs. TCN serves various Fortune 500 companies and enterprises in multiple industries including newspaper, collection, education, healthcare, automotive, political, customer service, and marketing.

What Makes TCN Different?

Attentive listening to our customers’ needs

No complicated hardware, capital investment or staffing overhaul needed

Technology so intuitive, you’d think it was built with your business in mind

Privately held company

Highly affordable: no contract, monthly minimums or maintenance fees

24/7 client-driven support and customer care, free of charge

Constant agent connectivity

Assured cost-effective, feature-rich solutions

In today’s competitive business world, companies need to minimize customer hold times while maximizing their bottom line profitability. To meet your needs, TCN’s cutting-edge technology, combined with client-driven adaptability and unparalleled pricing structure, has transformed traditional contact centers into a fully functional Inbound, Outbound, and Blended streamlined solution.

A Revolutionary Technology – TCN Cloud Contact Center

TCN provides its cost-effective, cutting-edge solutions through layered integration of leading Cloud as a Service (CaaS), Multichannel, Predictive Dialing, and TCN’s own Interactive Voice Messaging (IVM), and Interactive Voice Response (IVR)—all accessed via a secure login.

Regardless of your company’s size, location, or application, TCN’s technologies can provide powerful solutions for your business, organization, or enterprise.

About TCN Workforce Optimization and Engagement

TCN’s advanced, agent-level customizable reporting for your inbound call center provides you with real-time data with which to measure agent performance and productivity. Managing agents in a large or growing operation can be tricky – especially when you’re working on multiple metrics and reports. TCN’s Workforce Optimization & Engagement powered by Envision and cloud-based call center technology reduces those dreaded extra hours with easy-to-use, automated workforce monitoring, reporting, flagging and other flexible features that empowers agent productivity and customer experience regardless of communication channel.

  • ACD
    • Listen and Monitor Agent Conversations
  • Dialer
    • Call Compliance US
    • Call Compliance Canada
    • Call Complinace Other
  • Intelligent Virtual Agent (IVA) assistance
    • Real Time Reporting
  • Voice of the Customer
    • Survey Tools
    • Voice of the employee
    • Enterprise feedback management
  • Workforce Management
    • Workforce Scheduler
    • Intraday management
    • Reforecast based on intraday management
    • Automated Workflows
    • Support Languages
    • Multi Site Virtual Contact Center
    • Centralized Administration for Multi Site
    • Access by Individual User
    • The Solution Maintains an Audit Trail
    • Multi Channel Forecasting
    • Allow for Outbound Forecasting
    • Account for Holidays, Seasonality
    • Number of Weeks solution can be scheduled ahead of time
    • Support Split shifts
    • Support Agent Preferences/bidding
    • Allow manual manipulation and editing
    • Strategic what - if scheduling
    • Long-term forecasting and planning
    • Unlimited months forecasted
    • Long-term budget planning
    • Track and Support historical agent adherence
    • Track and Support real-time agent adherence
  • Performance Management
    • Provide Performance Management Scorecard
    • Implement targets to groups/functions
    • Compare employee performance against peers
    • Link Objectives to targets/rewards
    • Help identify strengths and weaknesses
    • Track individuals training requirement
    • Link specific areas of skill development
    • Reward and incentive solution
    • Gamification
  • Training and Coaching
    • agent coaching
    • elearning
    • classroom training
  • Quality Monitoring
    • Real-time monitoring of voice and screen
    • Web interface
    • Schedule for call recording
    • Playback for any LAN/WAN workstation
    • Speech Analytics
    • Analytics based on keywords or phrases
    • Screen Playback synchronized with audio
    • Instantaneous call retrieval
    • Flexible rules editor
    • VoiP recording
    • Voice and screen saved in standard file formats
    • Calls automatically routed to evaluators
    • Search for call on Ad hoc basis
    • Efficiency in filling out forms
    • Integrated Reporting
    • Multi-site Recording
    • Screen Recording
    • Virtual Contact Center Recording
    • Open Source Recording
    • Compliance monitoring
  • Number of Agents
    • 1 - 50 Agents
    • 51 - 150 Agents
    • 151 - 250 Agents
    • 251 - 500 Agents
    • 501 - 1000 Agents
    • Over 1000 Agents
  • Integration
    • Systems Integration
    • CRM Integration
    • Salesforce Integration
    • Other Consulting Services

Directory Categories

  • Workforce Optimization