Operator: Your Unified Contact Center Software Experience
Contact centers often experience inefficiencies due to fragmented tools that require them to constantly bounce between different solutions. TCN understands the headache, and luckily, we have the answer. TCN Operator is a unified, integrated platform designed to simplify and enhance your contact center operations.
Six pieces, endless capabilities
Operator is made up of six core pieces meant to take your contact center to a whole new level. In this blog, we’ll look over each of these six pieces to help you understand why TCN is the best contact center software provider for your business.
1. Omnichannel communications
TCN’s omnichannel communications allow you to connect with customers easily – meeting them on their preferred channel. This provides a convenient pathway for them to contact your business. Plus, what makes TCN’s omnichannel communications even more powerful is that all the channels are located in a single interface, making an agent’s job of switching between channels effortless.
Implementing omnichannel communications will also enhance your customers’ overall experience through self–service options. This is done by intelligently routing customers to the most qualified agents for their specific concerns. Thankfully, this alleviates a lot of frustration and helps your customers walk away with a positive experience.
2. Compliance and data management
TCN’s focus on simplifying compliance and data management will help you build your business’s confidence and security. By utilizing our AI-powered solutions, your business can quickly adapt to changing regulations.
Beyond providing security, TCN Operator is designed to help you stay profitable. Many contact centers struggle to keep up with changing rules and regulations, but our platform automates compliance and minimizes risk as new rulings come and go. This way, your contact center won’t face fines and lose money.
3. Intelligence, reporting and analytics
There’s nothing more powerful in a contact center than data, but what gives it power is knowing what to do with it. TCN’s Reporting and Analytics solution gives you that big picture. You’re able to see your business from angles you haven’t before and address underlying issues that could have stayed unnoticed and unnecessarily drained your profits.
TCN’s insights and dashboards provide a flexible and integrated infrastructure for accessing key business insights and Key Performance Indicators. Managers can view individual insights within Operator’s applications or group them together in the dashboard.
When implemented, your contact center can receive real-time data. Managers can then make timely decisions that ultimately maximize profitability. The best part? There are no expensive third-party integrations to manage or concerns about transparency. TCN provides peace of mind.
4. Workforce Engagement
TCN knows that your agents are at the heart of your contact center. They are your customers’ voice, and your business must ensure they are well-equipped to handle every situation. Workforce Engagement is built to provide agents with the proper training and support.
Managers play a huge role in helping agents stay productive and motivated, and TCN’s easy-to-use Workforce Management monitoring is the perfect tool to guide that. You’ll receive performance reviews and real-time feedback, which can be used as a great asset in training agents. On top of that, Workforce Engagement will also help optimize agent scheduling.
5. Integration and automation
What sets Operator apart even more is how well we integrate with other CRM’s like Salesforce, Zendesk and Zoho. This way, there’s no need to stress over using multiple systems – we’ve made it simple, so your transition to Operator goes as smoothly as possible. There’s really no question whether Operator will be an asset to the integrations your contact center may already have.
In addition, every contact center needs effective automation in place. Operator prioritizes this because automating tasks alleviates time so managers can dedicate their attention to more important issues. In short, both integration and automation are assets for your business, and TCN Operator ensures you leverage both.
6. Integrated infrastructure
TCN prioritizes data privacy and security through its centralized, integrated infrastructure. This unified foundation gives your contact center confidence that your data and privacy are taken seriously without you needing to switch between platforms to have that peace of mind.
Everything you need, all in one place
All six components within Operator work effortlessly together so your contact center can function efficiently and smoothly. Operator has it all, from untangling compliance regulations to assisting in managing your hardworking agents. These AI-powered contact center software tools are hard to live without once you know all the benefits that come with them. We’re happy to introduce your business to Operator and see what it could do for you.