What is a TCN Operator?

TCN Operator is a pure-play cloud contact center platform where everything is delivered from the cloud. As a customer, you subscribe to the platform where you can pick and choose the features you need, and you pay as per your usage.

It cannot get any better than this for a customer.

It offers automatic call distribution, predictive dialing, blended dialing, omnichannel communications, workforce management, voice analytics, list management services, reporting, analytics, security, and compliance with industry standards and regulations.

TCN Operator already has pre-built integrations with industry-leading CRMs like Salesforce, Zoho, Zendesk, Freshworks, and Leadsquared. Besides, with its API capabilities, it can easily integrate with any other CRM and best-of-breed IT systems.

By leveraging the below features, TCN Operator offers a seamless customer experience for contact center operations.

• Omnichannel – agents and customer service reps get a single view of customers across all interfaces and channels, enhancing the customer experience.
• Intelligent call routing – routing algorithms that take into account the agent’s skills, location, and time of the day to ensure that your calls get routed to the right agents, allowing customers to get the best possible resolutions.
• Integrations and NLP – offer personalization and context awareness by integrating the contact center platform with internal CRMs and other customer-facing applications. Besides, NLP brings context awareness to customer interactions.
• Agent assist – provides contextual prompts, FAQs, knowledge base, and intelligence solutions when the agent is on call, ensuring a smoother customer experience.
• IVR – self-service tools like IVR ensure that customers are routed to the right agents or interfaces without any human intervention.
• Workforce management – ensures the right number of agents are available at the right time to resolve customer queries.
• Natural language compliance – ensures adherence to industry regulations and protects customer privacy and data security.

TCN Operator facilitates Agent Assist by providing real-time support and guidance to agents, such as suggestions, prompts, and information to resolve customer issues.

It streamlines repetitive tasks and processes, allowing agents to focus on customer value addition. It integrates with existing systems and workflows, ensuring minimal disruption and smooth implementation.

With the TCN Operator platform, we build the customization and workflows as a part of the implementation. Usually, customers look at a fat bill when it comes to customization and a long implementation period. With TCN Operator, this is done quickly and as a part of the implementation. You don’t pay enormously, and you pay for only what you use.

TCN Operator platform helps contact centers:

• Improve agent performance.
• Unify customer interaction across channels and interfaces.
• Automate call distribution – decrease wait times and improve efficiency.
• Integrate CRM, helpdesk, and other best-of-breed IT systems to personalize customer interactions and offer context-aware resolutions.
• Automate notifications, reminders, and promotions using SMS, email, and voice broadcasting.
• Provide real-time monitoring and support using Agent Assist Tools and live tracking and coaching.
• Enhance self-service options through IVR, chatbots, FAQs, and knowledge base.
• Seek feedback from customers using email, SMS, and interactive voice surveys.
• Enhance their remote and work-from-home operations.
• Adhere to industry standards and regulations.

Scaling up and down is one of the key features of TCN Operator. You can scale up and down per your business needs at the click of a button. You don’t have to worry about licensing or provisioning when you need to scale your needs with TCN Operator.