All Products and Features

The most powerful AI-supported contact centre software

TCN Operator brings all the features you didn’t know you needed into one user-friendly, award-winning platform that will take your contact centre to an entirely new level. Its AI-powered state-of-the-art technology integrates seamlessly with your existing systems to optimise your performance and efficiency.

Overview Brief

Contact Centre Software

Delivering outstanding customer service drives bottom-line results, which is why it is essential your contact centre has the core solutions it needs to succeed. Discover integrated features, powered by AI, that keep your agents and customers happy.

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Automated IVR Surveys

Instantly collect, analyse and understand customer feedback and business performance with automated IVR surveys that provide insights to optimise operational value.

Automatic Call Distribution (ACD)

Ensure routed calls get handed off to the right agent or department with a precision-designed ACD that plays to agent strengths.

Chat

Keep in contact with your customers by offering quick and easy communication or assistance using Chat.

Email

Deliver cost-effective emails to customer inboxes, an efficient way to send payment reminders, notifications, promotions, and much more.

Inbound Solutions

Utilise the numerous tools provided for inbound contact centres that help increase productivity and provide customers with the best experience.

Interactive Voice Response (IVR)

Automate and scale your contact centre by using TCN’s versatile IVR that will dramatically improve your customer’s experience.

Manually Approved Calling (MAC)

Human intervention for manual dials — approve outbound cell phone calls for increased compliance.

Notifications & Promotions

Notify your contacts quickly and efficiently with promotions, announcements, or surveys using personalised messages and real-time reporting.

Outbound Solutions

Access the many features available for outbound contact centres that simplify launching campaigns and streamline agent reporting.

Payments

TCN’s payment solutions provide a consistent, positive payment experience on any channel, whether your customers prefer automated self-service, the assistance of a live agent or the convenience of a payment portal – all while ensuring compliance and security.

Predictive Dialer

Increase agent productivity by using a dialer to constantly dial numbers and distribute to available agents with advanced algorithms.

Preview Dialer

Deliver a personalised customer experience with every outbound call. TCN Preview Dialer presents contact centre agents with the information they need, improving context on every call.

Text Messaging

Quickly communicate with customers with two-way communication via SMS, MMS or RCS — responding to needs, emergency alerts and confirming appointments while staying compliant.

True Blended

Increase agent productivity and eliminate down time by automatically blending agent inbound and outbound interactions.

VocalDirect Voicemail Delivery

Record a message, upload your contact list, and send the voicemail to the inbox of your users’ phones with a non-intrusive technology.

Data and Compliance

While tracking and maintaining contact centre compliance is crucial, it is always a challenging task to undertake. Experience an easier and more streamlined approach to your contact centre compliance, powered by TCN’s AI-supported solutions.

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Call Recording Storage

Centralise and access all your call recordings in one place for a scalable, searchable, and compliant solution.

List Management Services (LMS)

Visually augment, streamline, and organise all your data sets and lists in one place, making it easier to have greater visibility into your contact centre.

Natural Language Compliance (NLC)

Build compliance rules naturally using TCN’s NLC, an industry-first tool designed to help automate compliance and minimise risk.

Phone Number Management

Prevent your calls and numbers from being blocked or marked as spam by registering them across all carriers with TCN.

Reassigned Number Database

Access the Reassigned Number Database securely via TCN. Gain visibility into all permanently disconnected US and toll-free numbers along with the most recent date of disconnection.

Reporting and Analytics

Every contact centre generates piles of data, but the real challenge is knowing how to use it best. Discover insights and prepare for what is coming next with real-time performance analytics.

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Business Intelligence

Get the complete view of agent and customer interactions while making informed decisions with streamlined dashboards and insights — goodbye spreadsheets.

Conversational Analytics

Gain customer insights through full-text transcriptions and PCI redactions of 100% of your calls using advanced search and discovery tools.

OmniBoss

Simplify campaign management and maximise your communication efforts with Omniboss by taking advantage of real-time analytics, organisational tools and the ability to start and stop campaigns on the fly.

Workforce Engagement (WFE)

Boosting agent productivity and performance is no easy feat, but there are tools to help. Maximise your contact centre operations and enhance the customer experience with AI-backed solutions that streamline team management.

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Workforce Management (WFM)

Create forecasts for your organisation and schedule agents accordingly based on skills, time of day, and peak call volume.

Workforce Optimisation (WFO)

Capture, record, and evaluate each agent connection. Utilise customer interactions to boost productivity and performance.

Agent Solutions

Connecting within your contact centre internally is equally as important as connecting with consumers. Maximise communication and collaboration within your contact centre with solutions that bring everything into one platform.

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Agent Assist

Streamline all agent tasks through one interface that allows agent-to-manager communication and ways to simplify and improve agent performance.

Room 303

Manage communication with agents through an internal chat application that provides easy and seamless collaboration between managers and agents.

Visually Impaired Agent Solutions

Provide opportunity to those looking to join the workforce, TCN contact centre solutions are optimised to work with those that are visually impaired.

Work From Home Solutions

Maintain and improve contact centre efficiency with cloud-based solutions that allow for maximum flexibility and scalability with real-time metrics to monitor productivity.

Integrations

Create a suite of solutions that fit your contact centre needs, without worrying about compatibility. Enjoy a stress-free experience with seamless integrations and an easy-to-use platform.

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