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TCN is a leading cloud-based call center technology provider for enterprises, contact centers, BPOs, and collection agencies worldwide. 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; inbound, outbound, omnichannel, IVR, call recording, business, and voice analytics required to optimize operations and adhere to industry regulations. Built for scale.
Provider
TCN
Located In
United States
Foundation
1999
Open API
Yes
Deployment
Cloud, SaaS, Web-Based
Training
Live Online, Webinars, In Person, Documentation, Videos
Support
Chat, Email/Help Desk, 24/7 (Live rep), Phone Support, FAQs/Forum, Knowledge Base
Contact centers, BPOs, accounts receivable, collection agencies, education, healthcare, utilities, automotive, political, newspaper, customer service, and marketing agencies.
Content Source: TCN
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TCN Reviews
Pros
I like how easy TCN is to use, both for administration and for agents who are dialing. They have great customer support.
Their customer service is the best in the industry. If I have any issues, their staff is on top of the situation.
I seem to be a good System and I like a lot of the features like the Paused button where I can pause when I am on a call or break, lunch, meeting or training.
The dialing solutions are great, these guys will find work around's and really help brainstorm dialing issues you may be having as well as bring new ideas to help your business succeed.
Cons
Access to recorded calls should be longer. Its inconvenient having to pull the calls each day and store them somewhere else.
Calls coming through to patients as SPAM call.
I cant think of anything that i dislike about this product.
Customer Service is terrible. I have had multiple breakdowns and glitches.
"Cloud Dialer - Leader of the Pack"
Overall: The ability to work with us and create an IVR payment system with our software and tweak performance along the way creates a life-long customer.
Pros: I have used TCN for years and it is a great company that stays on top of the latest trends in technology and communication preferences. Love the ATDS and the manually-assisted calling (MAC) application to navigate TCPA concerns. Now with SMS rolled into one platform and IVR payment functionality....great product!
Cons: WHen MAC was first rolled out, you had to have some collectors on the ATDS and some on MAC- not very efficient. But now you can everyone on MAC and have the calls roll from ATDS to MAC while working in MAC for accounts where you don't have consent to call cells. Very efficient!
Vendor Response
"Simplistic and Compliant Cloud Call Center"
Overall: could not have asked for a better support team, and when I have new ideas and projects they are always willing and wanting to provide a valued product for success
Pros: Support is swift and accurate, and works smoothly for our remote call centers, set up and implementation for initial setup and newly added call flows is simple and easy to manage, agent dashboard gives you back the onsite floor for managers monitoring their remote workers
Cons: I would like to have an option as a manger to open an agent app tab, organization tab, and Backoffice tab all at the same time
"Very Efficient"
Overall: It is efficient and easy to operate for our company.
Pros: I like how easily it links with RealGreen Service Assistant and I can set everything up it through there.
Cons: There has been many mandatory changes to our log in over the last few years.
"Collection Calls "
Pros: The agent format is user-friendly and has been easy for our collectors to learn and navigate. Integration with our collection software (Collect!) enables us to seamlessly create and upload call campaigns, then download the results into the collection files for documentation of the account activity.
Cons: We have found some areas of in-depth rule-setting to be confusing and even with technical support, we have been unable to get campaigns to follow the rules we have set (or attempted to set); i.e. the number of attempts made when a phone number is determined to be invalid. We have also found that the predictive intelligence struggles to differentiate between answering machines or auto-attendants versus a human being. It would also be nice to have some additional measures in place to help with time zone related compliance.
"Top company"
Overall: Fantastic. From initial talks, to onboarding, to day to day assistance. [sensitive content hidden]. All great.
Pros: Customer service was top notch - no extra costs too!
Cons: I'd say there is nothing so far, to be honest.
