May 01, 2015
TCN Adds Competitive 'Analytics' to Offer Real-Time Insight
By Maurice Nagle
TMCnet Web Editor
The most valuable thing an enterprise possesses is customer data. By diagnosing when they engage and how they engage, actionable insight can be gained to improve business processes today as well as the future. They say if you don’t know your past that you are doomed to repeat it, the power of analytics ensures pitfalls of the past become future prosperity.
TCN is no stranger to analytics or the contact center; founded in 1999 the company has served as a leading provider of cloud-based technology for the contact center. This week, TCN announced the arrival of Competitive Analytics to its TCN 3.0 Platform that promises to improve customer/agent interaction and overall efficiency while removing the need for complex hardware and supplemental staff.
The new and improved TCN 3.0 is able to do this by providing cost forecasting, employee forecasting, agent productivity and performance reporting as well as an overall view of contact center performance through a customizable user dashboard. The new release analyzes and reports on data while keeping a focus on efficiency and overall performance.
Additional metrics the solution reports on in the contact center include agent strategies, manual strategies, inbound strategies and outbound strategies. From said metrics, educated decisions can be made to improve overall operations, and fight the ever-present fight in every contact center of profit center vs. cost center.
“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.”
It is an exciting time to be in analytics, as many of the early “doubting Thomas’” have turned the proverbial corner and seen the light, so to speak. TCN is leveraging this new-found explosion in adoption, to offer contact centers all the awareness analytics allow.
Edited by Dominick Sorrentino