TCN's Upgraded 'Platform 3.0 Winter 2015' Suite to Improve Agent-Customer Relationship

By CIOReview | Thursday, February 12, 2015

ST. GEORGE, UTAH: TCN, a cloud-based call center technology provider company, announces the introduction of its TCN Platform 3.0 Winter 2015, a contact center suite to improve the communications between agent and callers with increase in efficiency and performance.

Platform 3.0 features Manually Approved Calling (MAC) to help agents review all the information regarding call and approve it for other agents immediately. The suite enables switching between approving and taking calls. It can also complete cycling to about 120 accounts in less than a minute following the Telephone Consumer Protection Act of 1991 (TCPA) compliance. TCPA act restricts telephone solicitations and use of automated telephone equipment as well as bounds the automatic dialing systems, artificial or prerecorded voice messages, SMS text messages and fax machines.

TCN Platform 3.0 features Private Branch eXchange (PBX) that allows inbound users to bypass Interactive Voice Response (IVR) by utilizing the agent’s assigned extension number connected to the previous agent. The tool facilitates individual agents with group voicemail where personalized voicemail boxes are provided to them for receiving message from callers. The Agents are then notified by emails for new voicemail which they can view as well as listen streamlining of interaction seamlessly. Agents working on similar projects can also have access to group voicemail boxes.

Platform 3.0 extends the allotted time frame for inbound and outbound call recordings and manual dial calls storage. The update helps agents to make easy call search by enhancing productivity and training.

The new suite improves the connectivity between agents and callers without the need of additional employees that enables manager to analyze the campaign success and team performance by monitoring agent-customer relationship. It streamlines timely and routine activity and enhances analytical capabilities as well.