TCN, a leading provider of cloud-based contact center solutions, has officially announced the launch of its enhanced product suite, which banks upon artificial intelligence (AI) to help contact centers achieve unheard levels of efficiency, compliance, and customer satisfaction.
According to certain reports, the ideology governing this product suite focuses on simplifying AI implementation to make advanced technology accessible and impactful for businesses of all sizes.
“AI is and will continue to shape how businesses are organized, managed, operated and optimized,” said Jesse Bird, chief technology officer at TCN. “While AI will grow to be a key component of your contact center, it is an enhancement to your current software, not a replacement. As you incorporate more AI into your system, you must learn where it can be used and then decide where it should be used.”
Talk about the whole value proposition on a slightly deeper level, we begin from the Agent Assist feature, where agents are guided on the back of suggested follow-up schedules and real-time response recommendations, all geared towards enhancing interactions.
Next up, there is a chat functionality coming into play that optimizes processes, using AI chatbots, to manage diverse customer inquiries and provide instant support. Joining the mix after that would be a technology archetype which employs AI to automate customer service, thus taking on the burden of tackling frequently asked questions and processing transactions.
Another detail worth a mention relates to the availability of inbound solutions. These solutions basically bet on AI voicebots to automate phone interactions, and therefore, enable natural conversations, while simultaneously decreasing customer hold times.
Conversely, TCN’s suite also offers outbound solutions that optimize agent efficiency with AI to monitor hold queues, and at the same time, provide real-time alerts when parties become available.
Then, there is a facility of Interactive Voice Response (IVR). This one effectively automates call routing with AI to empower customers with enhanced access and reduced hold times.
Beyond that, the given suite offers an assortment of list management services that automatically analyze import headers for field types, eventually saving time and reducing errors across all CRM data storage.
Hold on, we still have a few bits left to unpack, considering we still haven’t touched upon a predictive dialer, which can be called upon to run tests and generate feedback before launching a campaign. This whole process involves analyzing settings and simulating potential results using AI.
We also haven’t touched upon a workforce management feature, purpose-built to scale up strategy, facilitate optimal staffing levels, and cut down on labor expenses.
Almost like an extension of it, TCN also makes a point to instill significant efficiencies around your workforce enhancement proceedings. For instance, the feature in question can auto-evaluate conversations to identify compliance risks and summarize agent interactions.
Turning our attention towards some of the possible use cases here, they include agent augmentation. You see, the deployed AI treads up a long distance to enhance individual agent performance by providing real-time coaching, automating call summaries, and delivering next-best action guidance.
Apart from that, users can also enjoy meaningful advancements in reporting and decisioning. In essence, the product suite transforms operational insights through intelligent risk segmentation, something it does to optimize resource allocation, automate compliance checks, ensure regulatory adherence, and minimize risk.
Finally, our last piece of highlight stems from automated routine tasks completion, a facility which improves overall operational efficiency and reliability, freeing human agents to focus on complex, high-value customer needs.
“Implementing AI into your contact center may seem complex, but TCN makes it simple,” said McKay Bird, marketing director for TCN. “Our goal is to help businesses easily reap all the benefits of AI, from optimized efficiency to enhanced customer experiences, without worrying about the technicalities. We invite businesses to connect with us to explore how TCN’s AI solutions can best address their unique challenges and elevate their contact center.”