Contact centers are no longer merely call-taking centers. Due to the rising importance of the customer experience on top of the advent of cloud-based technologies, companies have discovered that a contact center is one of a business’ best brand ambassadors, helping them manage and cultivate customer relationships. But how exactly can contact centers create and strengthen connections with their customers? For Terrel Bird, CEO and co-founder of TCN, a leading cloud-based call center technology provider, it starts with choosing the right platform.
In this article, Bird offers insights on how their contact center solution, Platform 3.0, helps businesses deliver the right experience for customers.
The Key to Meeting Changing Consumer Demands
The demands, preferences, and behaviors of consumers are changing as markets and industries flourish. Consumers are more empowered than ever, with more ways to interact with their favorite brands and businesses in whatever channel they prefer. Most consumers tend to expect nothing but the highest level of service from the companies they interact with. Today's customers require constant interaction and attention due to the immediacy of services thanks to smartphones and the internet of things (IoT). And because of this, customer service has become a make-or-break factor for many individuals, as it helps customers decide whether or not to give a certain brand or company their business.
According to Accenture’s Global Consumer Pulse Survey, 52 percent of U.S. consumers have switched providers due to negative customer service experiences. A 2015 global contact survey conducted by Deloitte also reveals that 85% of respondents believe that the customer experience contact centers provide is a significant competitive differentiator. If these figures tell us anything, it’s that companies must strive to consistently deliver exceptional customer experiences in order to win and retain customers—and contact centers play a critical role in meeting consumers’ ever-changing demands and creating the best customer experiences.
Platform 3.0, TCN’s award-winning cloud-based contact center suite, is one of the tools that can help contact centers deliver the right level of customer service today’s empowered consumers desire and deserve across all communication channels.
A cost-effective, advanced cloud-based contact center suite, TCN’s Platform 3.0 offers a comprehensive array of inbound, outbound, and blended solutions. According to Bird, “TCN’s services come without complicated hardware, capital investment, or staffing overhaul; provides intuitive technology that can integrate with any existing business; offers flexibility to customize campaigns; with no monthly minimums, no maintenance fees, and contract-free billing.” Platform 3.0 also comes in a pay-per-minute model, helping companies maximize agent productivity and increase revenues. This makes it a great cloud-based contact center option for enterprises and Fortune 500 companies in various industries.
Creating High-Performing Contact Centers with Platform 3.0
A vast number of contact center software and solutions have proliferated in the market today, all offering greater efficiency, productivity, and flexibility to contact centers, which in turn enable them to provide better services to customers. So what makes TCN’s Platform 3.0 different?
Below are the key features and highlights of TCN’s Platform 3.0 that make it an ideal solution for contact centers looking to transform their operations and take their customer service experience to the next level:
- Full range of features - Platform 3.0 offers inbound, outbound and blended call center solutions including predictive dialing, caller DID, call recording, agent transfer and dashboard, cell phone scrubs and more.
- No capital cost - Unlike traditional contact center solutions, Platform 3.0 requires no start-up or capital cost. Businesses pay for what they use.
- Highly scalable - Whether a contact center is expanding or downsizing, TCN makes it easy for companies to address capacity demands since the solution is highly scalable. “Our 'always-on' cloud-based delivery model gives our customers the ability to quickly and easily scale and adjust to evolving business needs,” said Bird.
- Automatic upgrades - TCN’s hosted contact center solution includes automatic system updates and maintenance.
- No extra IT staff required- Because the Platform 3.0 is a hosted solution, companies don’t have to hire extra IT staff to monitor and manage the platform. A business can focus on more important things and allocate their resources to other areas beyond IT.
- 24/7 Support - Companies can rest easy knowing they can always connect with TCN whenever issues or concerns arise. TCN provides 24/7 customer support, free of charge.
- Easy integration - To streamline contact center operations, Platform 3.0 offers integration with leading business tools. Bird said, “With easy-to-use API tools, TCN’s Platform 3.0 seamlessly integrates with CRMs, collection software, and other software tools to simplify account updating.”
For companies looking to make the switch to more advanced contact center technologies, Bird suggests they compare solutions to see which providers offer built-in IVR functionality, automatic screen pop for agents, call coaching, live reporting, dashboard, and built-in API/integrations. They should also consider compliance standards to ensure a solution meets industry standards and requirements.
As far as making the switch to a cloud contact center is concerned, TCN offers a trade-up program to make the transition easier. According to Bird: “Our trade-up program is designed for prospective call center customers looking to make the transition to an advanced cloud-based contact center platform. The incentive program makes it easier for new customers to trade up their current call center infrastructure to Platform 3.0. The program offers promotional features and benefits to new customers, such as a full complimentary TCPA compliance suite, free inbound calling for two months and free business intelligence reporting for two weeks.”
Beyond their contact center solution, TCN also offers a number of other voice solutions, including:
- Business Intelligence - provides direct access to dynamic click-configurable business insights, metrics, charts, and graphs that measure, compare, prescribe and predict call center performance through intuitive and customizable dashboards.
- Vocal Vision - a call center solution that aids visually impaired agents, this technology enables visually impaired agents to effectively navigate TCN’s contact center suite.
- VocalRx - an automated patient engagement platform built to enhance revenue cycle efficiency for healthcare providers.
But what if you have yet to make the transition from your plain old telephone system to a new cloud solution? Maybe you think that cloud isn't in your budget, or that maybe your business isn't ready to go to the cloud. Bird also offers these customers a piece of advice: “Vet your cloud provider and commit to the transition. Do not start the process and halfway through decide not to change. More often than you think, companies will run into bigger problems when running two systems side-by-side (on-prem and cloud). This is because of the amount of work needed to maintain call quality and agent/consumer satisfaction and transfers back and forth from on-prem to cloud. Commit to the move. You can save money and improve operations.”
For more information on TCN and how their cloud-based solutions are transforming contact centers worldwide, please visit their website.
Founded in 1999, TCN seeks to help enterprises, contact centers, BPOs, and collection agencies worldwide optimize their operations through their advanced cloud-based call center technology. Their highly affordable and flexible technology solutions include call center solutions, calling features, applications, and additional services.TCN is on a mission to expand their offerings to better serve customers globally and expanded their global footprint in the past decade by growing in Australia, New Zealand, the U.K. and Japan. In addition to their existing portfolio of data centers located in Utah, Los Angeles, Toronto and the U.K, TCN has established new data centers in Canada and Las Vegas. TCN has also recently partnered with Japan-based reseller to expand their footprint in the Asia market as well.