The influx of calls to any given call center on an hourly basis is astronomical, and as such, these entities must be set up and administered in a way that is both efficient and orderly, all while maintaining a reasonable level of cost. Attempting to reach each of the aforementioned goals is TCN, Inc., provider of cloud-based call center technology for enterprises, contact centers, BPOs, and collection agencies, with the release of its updated version of Platform 3.0.
Platform 3.0 is an industry-leading, cloud-based contact center collection, and with the fruition of its new and improved packaging, customers will be able to benefit from additional inclusions, such as added agent to customer interaction enhancements and detailed reporting capabilities.
"TCN's 3.0 platform has helped streamline and improve our overall in-house call center operations," said Dan Chaney, collections and recovery operations manager and VP at a financial services company. "The addition of details within the agent dashboard, including call history and service tips, has helped reduce the average inbound call time and allowed our agents to service our customers more efficiently."
Utilizing the cloud, users of this service will benefit from all the functionality of a contact center suite, with none of the excessive hardware requirements of on-premise offerings. Platform 3.0 allows for improved connectivity between the agent and the customer, enhanced analytical capabilities, a totally streamlined ease-of-use process, and the acute monitoring of customer to agent interaction for quality control purposes
"By taking a consultative approach to serving our customers, we are constantly looking to the market for feedback and remain committed to providing the most cutting-edge solutions for our customers in a wide range of industries," asserts Jesse Bird, CTO of TCN. "We remain confident that these newly implanted enhancements will allow our customers to operate more efficiently and cost effectively."
For more information on TCN’s exciting product update, and some background information on the product itself, click here.
Edited by Rory J. Thompson