A call center solution serves as the proverbial straw the stirs the drink, by ensuring communications are seamless, contextual and most importantly provide the customer with speedy resolution. These can play a major role in customer retention and a healthy bottom line. A known industry entity, TCN announced a partnership with carrier neutral master agent, MPG Management Associates, Corp. yesterday that will expand MPG’s portfolio of offerings.
MPG serves over 500 agents worldwide, and will be leveraging its network of MSPs, systems integrators, VARs, hardware vendors and telecom resellers to TCN’s cloud-based contact center suite, Platform 3.0. Additionally, the partnership allows for MPG agents leverage the platform’s API tools as an up-sell opportunity, as the API will easily integrate with one’s current CRM deployment.
“We reached out to more than 40 hosted contact center solutions providers, and TCN was the only provider that offered easy API integration to all CRM platforms used in multiple industries,” said Carmine Yodice, director of business development, MPG Management Associates, Corp. “We are excited about this partnership that enables our agents to extend their reach across the market and offers a highly competitive solutions package to existing and prospective customers.”
TCN’s platform 3.0 is feature rich offering call centers predictive dialing, Interactive Voice Recording (IVR), business analytics and call recording. And, because it is a cloud-based solution, it is quite scalable and saves the expense of maintaining and storing hardware.
“We are thrilled to be partnering with MPG, one of the largest master agencies in the world, to further promote the benefits of our cloud-based contact center suite in the marketplace,” said Terrel Bird, CEO and co-founder of TCN.
The cloud was once an uncertain entity, and today adoption rates illustrate a shift away from on-premises deployments to a cloud-based model. Bird notes, “As contact centers and BPOs around the world make the switch from premise-based to cloud-based contact center technology, it’s vital that we align ourselves with strategic partners who can help us extend our reach in the marketplace and help companies achieve improved efficiency, cost saving, flexibility, scalability and control.”
The primary goal for contact centers worldwide is to provide customer satisfaction, and the best way to aid agents with this task is the provision of the best tools available.
Edited by Dominick Sorrentino