SEATTLE & ST. GEORGE, Utah, May 8, 2019 — TCN, Inc., a leading provider of cloud contact center technology for enterprises, contact centers, BPOs and collection agencies worldwide, today announced its integration partnership with Envision, a leading technology provider that specializes in the contact center workforce optimization market. Through this partnership, TCN will integrate its intuitive agent dashboard, Agent Gateway, with Envision’s latest generation quality monitoring solution, Click2Coach. This integration will enable contact centers to increase agent engagement and workforce performance to augment an organizations’ top-line and bottom-line business objectives.
Offered as TCN Workforce Optimization, the new business analytics tool captures customer experience data from phone interactions, e-mail conversations, social media posts, chat sessions and workflows to assure quality customer service at all times. With the ability to record all voice and screen activity, contact center supervisors can better monitor and address problems that might arise during a call by drilling down to listen/view the entire customer interaction and appropriately identify the root cause of a problem and the steps necessary to conduct qualitative service recovery. This strategic integration enables TCN customers to easily set up data collection, call recording, keyword monitoring, speech transcription with sentiment analysis and agent coaching leveraging the TCN platform.
“We are excited to work with Envision to take customer experience and contact center performance to new levels,” said Terrel Bird, CEO and co-founder of TCN. “With the addition of a cloud multi-tenant workforce optimization application, TCN will continue to help contact centers adapt to evolving customer needs and changing technology over a growing number of communication channels.”
Key features of TCN Workforce Optimization include:
- Interaction recording – collects data from customer interactions (i.e. call, email, web chat and back office work) by recording voice, screen and workflow data during and after calls.
- Quality monitoring – compiles data from phones and agents’ screens providing easy search tools for supervisors to fairly evaluate agent performance.
- Analytics – dashboards and advanced speech analytics with performance management reporting enables C-level executives and supervisors to receive in-depth insights into customer trends and the customer experience.
- Coaching – routine on-the-fly coaching delivered right to an agent’s desktop provides agents with positive reinforcement, as well as, feedback for improvement to keep agents motivated and engaged.
- eLearning – an easy-to-use tool for contact centers to create a custom, targeted library of training clips that can be sent to agents’ desktops to inform them of new product announcements and new CRM workflows.
- Workforce management – provides forecasting and scheduling functions, adherence and cost tracking tools to assist contact centers in maintaining service level agreements while lowering costs.
“We are proud to partner with a contact center industry leader like TCN to help equip its customers with a comprehensive workforce optimization solution that will improve agent performance and enhance customer experiences,” said Rodney Kuhn, CEO and founder of Envision. “Through this partnership, we hope to continue to unlock performance and boost agent productivity for contact centers around the globe.”
The TCN Workforce Optimization add-on feature is fast and easy to install and scalable for businesses of all sizes. The integration comes equipped with multi-channel recordings, quality management and performance monitoring reports and automatic upgrades. When leveraged effectively, workforce optimization can increase sales and collection conversions, lower average handle time through best practices, empower agents to upsell and cross sell as well as reduce agent turnover.
To learn more about TCN Workforce Optimization, visit: https://www.tcn.com/call-center-solutions/workforce-optimization/
TCN is a leading provider of cloud contact 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 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, visit http://www.tcn.com/ or follow on Twitter @tcn.
For more than 20 years, Envision has been providing award winning solutions that optimize customer experience by turning data from customer interactions into action, making an intelligent impact on your business that leads to exceptional customer experiences. Data from phone, e-mail, web chat and social media interactions can help quickly identify patterns and trends, optimize operations and transform customer relationships. Envision delivers innovate software solutions, in the cloud or on premise, to optimize and engage your workforce. With our integrated line of Click2Coach products, customers get voice of the customer analysis, performance management, desktop analytics, speech analytics, interaction and compliance recording, quality management, workforce management and coaching and eLearning. Visit www.envisioninc.com, email [email protected], or call 206.225.0800 for more information.