Cloud Contact Center Featured Article

TCN Introduces Competitive Analytics

By David Delony
Contributing Writer

TCN, a provider of cloud-based call center technology has announced TCN Competitive Analytics, a comprehensive analytics package for its TCN Platform 3.0 call center suite.

“With such a high volume of data, contact centers have up until this point relied on high priced consultants and months of analysis to determine best practices for achieving increased productivity,” said Terrel Bird, CEO and co-founder of TCN. “We’re thrilled to introduce TCN Competitive Analytics to our customers as a turnkey solution that will drive better decision making and allow for action to be taken in a matter of minutes. We are confident that the tool will help transform contact centers by making it easy to conduct data mining and predictive analytics.”

The analytics package is designed for enterprises, contact centers, collection agencies and business process outsourcing companies.

Some of the included metrics are cost forecasting, employee forecasting and agent productivity and performance tracking.

Companies can also get an overall picture on how they’re performing. They can see agent strategies, manual strategies, as well as inbound and outbound performance.

Since TCN Competitive Analytics is a part of TCN’s existing Platform 3.0, customers don’t have to install anything. The whole solution is cloud-

based and managed by TCN. The company said that the analytics are easier than using manual spreadsheets as well as eliminating calculation errors. The company said that Competitive Analytics complemented the existing real-time call center metrics and real-time reporting.

The company said that by using the analytics, companies could increase their efficiency while hiring fewer people.

TCN cited a study by Ventana Research conducted last year that found that 52 percent of organizations used spreadsheets for analytics, and that 57 percent said that spreadsheets made it difficult to produce timely and accurate analytics. Only 15 percent of companies were satisfied with the use of analytics.