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Integrating TCN’s Cloud-based Call Center Solution: API & Security Upgrades

API call center

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Author: Terrel Bird

One of TCN’s greatest strengths is the software’s adaptability to meet the needs of a diverse client base. The tools and capabilities that make a hosted contact center so powerful can be seamlessly integrated with your existing systems, including customer relationship management (CRM) software, to build a complete virtual environment. When all the parts of your system are communicating, your agents can focus on their calls, and your managers can focus on growth and development.

Of course with any remote system there are always security concerns. TCN’s focus on security is built directly into the software to ensure your data is always safeguarded against any kind of of loss or incursion. Our secure domestic data centers are equipped with state-of-the-art redundant safety systems, ensuring you and your calls are always covered.

Here’s a quick overview of some of the integration and security features that make TCN a great partner for hosted contact center solutions.

Integration & Cooperation

TCN’s web services API enables you to integrate our software with whatever CRM system you’re already using. Many of the big names in CRM are already supported, but if you’ve partnered with a newcomer or have developed a proprietary solution, we’ll work with you to ensure smooth integration.

With your VoIP and CRM working in harmony, your CRM can benefit from call data to improve targeting and enrich your reports, and your agents can benefit from CRM data while they’re on a call.

Some of the features TCN’s web services API offers are seamless data transfers enhanced reporting, real-time dashboard reporting and live monitoring of all ongoing calls. Plus CRM integration can take your broadcasts to the next level with enhanced targeting, data collection and more. The relationship between both systems helps you see the forest and the trees by combining data sets and organizing them into insight-rich reports.

Safety First

Security is a major focus for any cloud-based service provider, but TCN ensures your operation’s security is rock solid. The cornerstone of our security program is total redundancy for all hosted systems, ensuring that all data centers are continuously supporting and backing up the others around the globe.

If one data center should experience any interruption in service, your work can continue as if nothing happened. You’ll always have 24/7 access to your call data, recordings and more.

When you work with TCN’s system, 100% of your inbound and outbound traffic originates from TCN in data centers that are co-located with Tier-One telco providers.

Your data will never travel by least-cost routing or public internet — the connections will always be secure. Those same connections will bring you TCN’s bi-monthly software updates, ensuring that your system is always up-to-date. As new security features and product enhancements are developed, they’ll be automatically integrated into your software so you can always stay ahead of the curve.

And for more information on how to stay TCPA compliant, download the TCPA Compliance ebook for a plain English breakdown of the new TCPA rules, as well as checklists to help you stay compliant with the changes.

About the Author: Terrel Bird

A successful serial entrepreneur, Terrel L. Bird, CEO and co-founder of TCN, has been at the forefront of Voice Over Internet Protocol (VoIP) and call center technology for 15 years.

Prior to co-founding TCN in 1999, Terrel served as president of Northern Allied Steel and Propane for 16 years in Ontario, Canada. Seeking the opportunity for his young children to grow up in the States, Terrel began researching emerging technologies for a new business venture and recognized an opportunity in VoIP and call center technology. He created TCN with a mission of implementing groundbreaking changes, following his vision of how the technology would evolve over time. Shortly after launching TCN in St. George, Utah, he made the area his home.

Under Terreläó»s leadership, TCN has grown steadily and is now recognized as a leading provider of cloud-based call center technology for enterprises, contact centers, BPOs, and collection agencies worldwide. Combining a deep understanding of the needs of call center users with a highly affordable delivery model, TCN serves various Fortune 500 companies and enterprises in multiple industries, including newspapers, collection, education, healthcare, automotive, political, customer service, and marketing.

Terrel and his team credit the lasting success of TCN to the planning efforts that took place at the inception of the company. By taking a consultative approach to serving customers, TCN has successfully and consistently provided the most cutting-edge call center solutions that help its customers operate efficiently and cost effectively.

Along with spending time with his wife and 10 children, Terrel has long been a fan of the great outdoors, competing in 100- to 200-mile races. He received a B.S. in accounting from Brigham Young University.