Communications as a Service (CaaS) Featured Article

TCN Launches 'Competitive Analytics' for its Cloud-based Contact Center Platform

April 29, 2015

In many ways big data and sophisticated analytics are a perfect fit when it comes to transforming contact centers. After all, you can’t improve what you can’t analyze, and think of all of the information that needs to be not just digested by contact centers but also shared and used by various lines-of-business (LOBs) for a host of activities including product planning, pricing and fulfillment, just to name a few areas where data analysis is not just useful but increasingly vital.

Cloud-based contact center solutions provider St. George, Utah-based TCN, Inc. recognized how enhanced business intelligence (BI) could provide valuable information for helping enterprises gain a competitive edge. In response to a growing need by its customers the company has introduced Competitive Analytics, a fully integrated BI analytics solution for its TCN Platform 3.0 contact center solution suite.

The new solution provides real-time BI, analytics and reporting through intuitive and customizable dashboards. Embedded into its Software-as-a-Service (SaaS (News - Alert)) platform, TCN is promoting the utility of the tool as the means for helping organizations make informed decisions on key metrics, enhance agent performance and productivity and improve overall operational efficiency.

In short, it provides what has become a contact center industry must have, context. And context this translates into a deeper understanding of contact center metrics as well as being able to analyze real-time reporting data so agents can ultimately be more responsive as well as proactive when engaging customers whether interactions were initiated inbound or outbound.

TCN is citing the benefits of Competitive Analytics as providing the ability of organization to leverage real-time big data and analytics to make informed decisions on the following and more:

  • Cost Forecasting
  • Employee Forecasting
  • Agent Productivity and Performance
  • Overall View of Call Center Performance
    • Agent Strategies
    • Manual Strategies
    • Inbound Strategies
    • Outbound Strategies

The built-in analytics tool saves time and eliminates error by replacing spreadsheets and manual reports.

In support of the value proposition for the new BI solution, TCN cited a 2014 benchmark study on next-generation customer analytics by Ventana Research which showed that only 15 percent of organizations are fully satisfied with the current use of customer analytics.  They added that the report highlighted contributors to such a low satisfaction rate, including the use of spreadsheets universally or regularly by more than half of organizations (52 percent); 57 percent say that their use has made it difficult to produce timely and accurate customer analytics.

“With such a high volume of data, contact centers have up until this point relied on high priced consultants and months of analysis to determine best practices for achieving increased productivity,” said Terrel Bird, CEO and co-founder of TCN. “We’re thrilled to introduce TCN Competitive Analytics to our customers as a turnkey solution that will drive better decision making and allow for action to be taken in a matter of minutes. We are confident that the tool will help transform contact centers by making it easy to conduct data mining and predictive analytics.”

As the front line for customer interactions and hence the place where better information could lead to ways to enhance those interactions, having sophisticated analytics that can be viewed in real-time by contact center administrators in many ways is what big data and sophisticated analytics are all about.

There is a reason why the word context has become part of the everyday vocabulary of contact center industry discussion. It is because better knowledge correlates so closely with more satisfied customers. It is also why the “competitive” part of TCN’s new solution’s name is so apropos.    




Edited by Dominick Sorrentino

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