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What is a TCN Operator?

TCN Operator is a collection of seamlessly integrated contact center tools. It supports omnichannel communications, integrations, and automation with advanced features like workforce management, intelligence, reporting, analytics, data management, and compliance. With TCN Operator, you can forget about switching between platforms to accomplish customer service and support tasks.

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ClearTouch’s Relationship with TCN Operator

ClearTouch is a TCN company that uses TCN Operator as a platform to provide contact center solutions in the Indian market. In India, we have rechristened TCN Operator as ClearTouch Operator.

We have all the features of a TCN Operator as a part of ClearTouch, as well as India-specific integrations with industry-leading and homegrown CRM systems and other IT systems.

We have been providing contact center solutions to organizations across verticals in the Indian market.

Key Benefits of Using TCN Operator

TCN Operator enhances contact center efficiency and customer experience. Its omnichannel capabilities enables seamless interactions across channels and interfaces. Intelligent call routing, coupled with IVR, ACD, and Workforce Management ensures that customers are quickly directed to the right agent, reducing wait times and improving the overall service experience.

Its comprehensive data management, advanced analytics and reporting offer insights that help optimize your contact center operations, leading to more personalized interactions. Its robust compliance and security features ensure that customer data is protected. Overall, it offers high-quality customer experience while maintaining flexibility and scalability.

The TCN Operator effect

TCN’s Operator platform has helped transform businesses across industries. Take a look at some of our customer experiences.

Healthcare Case Study

See how TCN Operator helped a Diabetes Specialties Center increase the volume of their patient interactions by 450% in three months.

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Airline Case Study

Discover how the TCN Operator helped a commercial airline offer a frictionless customer experience.

View Case Study

Fintech Case Study

See how TCN Operator ensured high-quality calling for a Fintech call center by helping them tide over the low-bandwidth challenges of its at-home agents.

View Case Study

Frequently Asked Questions

How does the TCN Operator infrastructure work?

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.

What are the top features offered by the TCN Operator platform for contact centers?

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.

Can the TCN Operator integrate with CRMs?

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.

How does TCN Operator ensure a seamless customer experience for a contact center operation?

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.
How does the TCN Operator platform facilitate agent assist?

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.

Can the TCN Operator platform be customized to meet contact center operations?

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.

How does the TCN Operator platform benefit contact centers?

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.
Can the TCN Operator platform scale with the growth of a contact center?

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.

Find out what TCN Operator can do for your contact center