Call center technology provider adds Manually Approved Calling (MAC), PBX Extensions, and Individual Agent Voicemail features to its platform
TCN, Inc.,a leading provider of cloud-based call center technology for enterprises, contact centers, BPOs, and collection agencies worldwide, recently announced the release of “TCN Platform 3.0 Winter 2015,” a new version of its advanced cloud-based contact center suite. The update includes new industry-leading features designed to further enrich the usability of Platform 3.0 to help contact centers increase efficiency and performance and stay ahead of TCPA compliance.
Key features of TCN Platform 3.0 Winter 2015 include:
- Manually Approved Calling(MAC): Agents can review and approve calls for other agents and seamlessly switch between approving and taking calls. Agents can also review all account information at once, not just phone numbers, and cycle through up to 120 accounts in less than a minute. This feature helps contact centers to not only remain TCPA compliant, but also stay ahead of the curve with this added layer of functionality.
- PBX Extensions: Agents are assigned an extension number for inbound and outbound calls. Inbound callers can bypass the IVR by using an agent’s extension number to connect with an agent they had previously been working with.
- Individual Agent Voicemail and Hunt Group Voicemail: Agents can have personalized voicemail boxes to receive messages from callers looking to speak to a specific agent. Agents are able to view and listen to their voicemails from the Agent Dashboard or receive notification emails when they have new voicemails, facilitating more streamlined interaction between callers and agents. Also released are group voicemail boxes accessible to clusters of agents working on a similar campaign.
- Long-term Storage Recordings: Call recordings for inbound, outbound, and manual dial calls can now be stored for longer than the previous allotted time frame. This update is key for training and agent productivity and makes it easy to search for calls, which allows contact centers to monitor compliance and customer success.
Platform 3.0 is an advanced cloud-based call center technology that eradicates the need for complicated hardware and improves connectivity between customers and agents, increasing efficiency without the need for additional staff. The platform solution monitors agent-customer interactions, which allows management staff to analyze campaign success and team performance accurately. It also offers advanced analytical capabilities and makes routine and timely activities more streamlined.
“We are excited to roll out these new features and remain confident that the additions will be a significant help in increasing productivity and performance and keeping our customers TCPA compliant,” said Jesse Bird, chief technology officer of TCN. “We strive to ensure that our customers remain compliant, without having to sacrifice workflow speed and overall efficiency, due to the nature of TCN’s cloud-based platform.”
TCN is a leading provider of cloud-based call center technology for enterprises, contact centers, BPOs, and collection agencies worldwide. Founded in 1999, TCN combines a deep understanding of the needs of call center users with a highly affordable delivery model, ensuring immediate access to robust call center technology, such as predictive dialer, IVR, call recording, and business analytics required to optimize operations and adhere to TCPA regulations. Its “always-on” cloud-based delivery model provides customers with immediate access to the latest version of the TCN solution, as well as the ability to quickly and easily scale and adjust to evolving business needs. TCN serves various Fortune 500 companies and enterprises in multiple industries including newspaper, collection, education, healthcare, automotive, political, customer service, and marketing. For more information, visithttp://www.tcnp3.com.