TCN, provider of cloud-based call center technology for enterprises, contact centers, BPOs and collection agencies, released the updated Platform 3.0 of its cloud-based contact center suite.

The upgrades include agent-customer interaction enhancements and detailed reporting capabilities.

Key features in the enhancements to agent customer interactions include: the ability to add tips to the agent dashboard, additional back-end log-in capabilities, improved editing capabilities of sound files in the call queue configurations, the ability to add inbound fields to client information display templates, and enhanced Automatic Call Distributor (ACD), which announces the number of calls ahead and average wait time within the queue.

The automated reporting updates include a high-level summary of account activities, enhancement across scheduled callback listings within callback manager, improved agent responses reporting, and improved automated reporting for scheduled callbacks.

Other Platform 3.0 features include:

  • No hardware or maintenance fees
  • Free, live 24/7/365 professional support
  • Data dip on outbound and inbound calls
  • Customer Interactive Voice Recording (IVR) navigation data on agent gateway
  • Free call recording
  • Various escalation routing

“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,” stated Jesse Bird, chief technology officer of TCN. “We remain confident that these newly implanted enhancements will allow our customers to operate more efficiently and cost effectively.”

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