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The Best Combination for You Call Center: TCN and Salesforce

TCN & Salesforce

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Author: McKay Bird

Used as a unified platform within Salesforce, TCN is now fully integrated with Salesforce. Branded as the ‘TCN Power Dialer for Salesforce,’ users will now enjoy inbound/outbound campaigns, calling lists, and predictive dialing right within the Salesforce App. This new integration also gives agents and managers access to a robust and simple-to-use omnichannel call center platform.

Today’s call centers look for ways to be more efficient and overcome challenges around data management and reporting — while keeping pace with the newest trends, agent experiences, and customer interactions. The TCN integration with Salesforce paves the way, delivering the tools needed for a natural and frictionless customer (and agent) experience. 

Improved Customer (and Agent) Experience

Call centers are the front line of your business. Agents are pressed for information on products, resolving problems, billing inquiries, plus a myriad of other situations — all while giving customers the benefit of the doubt. With so much pressure on the modern call center, it is paramount that your customers and agents have a seamless experience.

By combining TCN and Salesforce, agents will be more equipped to assist during customer interactions because they know who is calling. Using the TCN IVR, calls will automatically be queued for self-help or routed to an agent waiting. 

Agent Screen Pop enhances the experience further by pulling relative account information before the call is connected. Talk about time savings! 

Here is a more in-depth look into the benefits of agent productivity and consumer experiences: 

  • Boost Agent Productivity: Get a complete view of the customer journey instantly.

  • Personalized Customer Experience: Know who your customers are and eliminate unnecessary hold time.

  • Integrated Agent Experience: Agents spend less time toggling through applications, shorting the Average Handle Time (AHT). More time selling and providing customer service.
  • Using the TCN and our Salesforce integration, your organization can transform and improve call center efficiency while increasing sales and customer service. Agents with the right platform and support will be more apt to resolve customer interactions that transform into positive experiences for everyone.

    TCN, with our partners, strives to enable a seamless experience within our call center software that improves service levels, customer relationships, and – most importantly – customer satisfaction.

    Request a demo today for more information about TCN’s Salesforce integration and start improving your call center performance today.

    About the Author: McKay Bird

    Mckay Bird is the Chief Marketing Officer for TCN, a leading provider of cloud-based call center technology for enterprises, contact centers, BPOs, and collection agencies worldwide. Mckay oversees all marketing operations, campaigns and conferences including; content production, email marketing, and other inbound marketing activities.