TCN

TCN


4.5 / 5
9 reviews

Who Uses This Software?

Contact centers, BPOs, collection agencies, including newspaper, collection, education, healthcare, automotive, political, customer service, and marketing.


Average Ratings

9 Reviews

  • 4.5 / 5
    Overall

  • 4 / 5
    Ease of Use

  • 5 / 5
    Customer Service

Product Details

  • Starting Price
    Not provided by vendor
  • Deployment
    Cloud, SaaS, Web
  • Training
    Documentation
    Webinars
    Live Online
    In Person
  • Support
    Online
    Business Hours
    24/7 (Live Rep)

Vendor Details

  • TCN
  • www.tcn.com
  • Founded 1999
  • United States

About TCN

TCN is a leading provider of cloud-based call center technology 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, omni-channel, IVR, call recording, business and speech analytics required to optimize operations and adhere to industry regulations. Scale up with our true cloud platform.


TCN Features

  • Blended Call Center
  • Call Logging
  • Call recording
  • Call Scripting
  • Campaign Management
  • Escalation Management
  • Inbound Call Center
  • Interactive Voice Response
  • Manual Dialer
  • Outbound Call Center
  • Predictive Dialer
  • Progressive Dialer
  • Queue Management
  • Real-time Chat
  • Reporting/Analytics
  • Agency Management
  • Auto Dialer
  • Automated Notices
  • Callback Scheduling
  • Client Management
  • Commission Management
  • Compliance Management
  • Contact Management
  • Credit Bureau Reporting
  • In-House Collections
  • Payment Plans
  • Transaction Management
  • Call Monitoring
  • Call Recording
  • Call Results
  • Call Transfer
  • Callback Scheduling
  • Campaign Specific Caller ID
  • Contact Management
  • FCC Compliance
  • FTC Compliance
  • Lead Capture
  • Lead Management

TCN Reviews Recently Reviewed!


Capterra loader

Effective & Easy to Use Hosted Dialer with Great Support

Apr 17, 2018
4/5
Overall

4 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: Great support and assistance getting set up. Dialers are VERY involved, so this is a great add-on. They provide a lot of great ongoing service as well such as with changing scripts/routing, learning new features and even recording things for you.

The interface is a little dated but is feature rich. They have a solution for just about everything you can think of. The pricing is good as well. The reporting is also pretty great and we combine a lot of their automated reporting features with our GoAnywhere MFT software to have effectively built a full integration with our system of record.

I've used TCN at two companies and have been very satisfied in both cases.

Cons: If you use a click to dial / manual environment, some of the user admin features are disabled. This means you're beholden to support for simple things such as adding a new user.

Overall: Effective, hosted dialing solution. Easy to set up and fix call routing, IVR, etc. I'd recommend.

Capterra loader

Cloud Dialer - Leader of the Pack

Feb 05, 2019
5/5
Overall

4 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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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!

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.

Vendor Response

by TCN on February 11, 2019

Thanks Matt. Your feedback has been shared with development team.

Not the Most Positive of Reviews

Mar 06, 2019
4/5
Overall

3 / 5
Ease of Use

3 / 5
Features & Functionality
Likelihood to Recommend: 5.0/10 Not
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Pros: This software seems easy for users to click to transfer, hold and resume. Calls are recorded for quality. Seems flexible in some ways for bundled/complementary service (with ISSI).

Cons: The GUI scrolls to the bottom over and over use rather than situating at the top for a new call.

There are FAR TOO MANY fields to use or to have to skip over.

Topics and SubTopics (documenting calls) are VERY unwieldy and far too challenging to adequately review for real time selection (and this is for my portion that has a GENEROUS 2 minutes) to complete required fields. Too numerous and too much replication. A selected topic should predicate a separate list of subtopics rather than repeating all in both section.

VoIP sound quality is poor. With many interpreted calls it can be time consuming.

Overall: It seems to have excellent potential. It is good during the call itself (except for sound quality), but the documentation process is onerous.

LOVE, LOVE LOVE TCN!!

Feb 07, 2019
5/5
Overall

4 / 5
Ease of Use

4 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: I like the easy set up for campaigns. I appreciate the little maintenance that is required throughout the day. I like the noise the campaigns creat on floor with all the incoming calls it creates.

Cons: There is a lot I still do not understand or utilize. Sometimes the intricate ins and outs make it difficult to follow and understand.

Overall: TCN allows my reps to take and make more calls than usual. It gives me daily reports as to the work performed. The service and response time is excellant. The TCN reps are absolutely willing to help without any attitude even when I am having a hard time following or asking the same questions.

Vendor Response

by TCN on February 11, 2019

Thanks for the great feedback! Your feedback has been shared with development team.

Administrative Director of Operations

Mar 04, 2019
5/5
Overall

5 / 5
Ease of Use

4 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: The software is very reliable with minimal downtime. The data is consistently accurate. As good as the software is, the supporting team from TCN is even better.

Cons: Would like functionality to set different rules for limiting contact frequency for a phone number so that a client like me can have X days for client ABC and Y for client DEF or based upon account strategy.

Overall: TCN has been a fantastic partner to my company for many, many year. Have also used TCN with a prior employer and have nothing but positive things to say about TCN.

Very good product and integrates with our software platform.

Dec 05, 2017
4/5
Overall

4 / 5
Ease of Use

4 / 5
Features & Functionality

4 / 5
Customer Support

4 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: Continuous improvement and development- company is innovative and is always moving forward. Reports can be emailed daily.

Cons: Reports can be cumbersome looking with a lot of fields that are not necessarily helpful but what you need you can get- just spend some time with help desk customizing them. Sometimes the carrier network needs to be switched but they get it resolved quickly.

Overall: Reaching consumers

Easy to handle and maneuver through

Dec 26, 2017
4/5
Overall

4 / 5
Ease of Use

4 / 5
Features & Functionality

5 / 5
Customer Support

4 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: The ease of finding recordings and how many times a number was called. The ability to monitor length of time the reps remain on a certain status.

Cons: The inability to receive a message from the reps. There are times I send messages to the reps that I would like an answer immediately without having to barge.

New to TCN

Mar 04, 2019
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: The ease of use is number one on my list of pros. I've been using TCN for only 4 months now and it's made my job as a dispatcher a lot easier. My second favorite part is the speed in which things get done. All my calls are done faster than I can believe!

Cons: The only real con about it is that I didn't know about it sooner.

Overall: I use TCN to call all our customers in advance of their upcoming service dates. Calling 20 routes with at least 20-25 customers a day would be impossible for me to finish everyday. Thanks TCN!!!

Feedback

Feb 08, 2019
5/5
Overall

4 / 5
Ease of Use

3 / 5
Features & Functionality

4 / 5
Customer Support

4 / 5
Value for Money
Likelihood to Recommend: 6.0/10 Not
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Pros: Good quality product and working great.

Cons: Usability, help, customer support &service

Overall: Great and looking forward for new features