• May 4, 2015

TCN Launches Competitive Analytics

TCN, a provider of cloud-based call center technology, last week launched Competitive Analytics, a fully integrated business intelligence analytics solution for its cloud-based call center suite, TCN Platform 3.0.

The new Competitive Analytics solution provides real-time business intelligence (BI), analytics, and reporting through intuitive and customizable dashboards. It is embedded into TCN's software-as-a-service (SaaS) platform.

TCN's Platform 3.0 is an advanced cloud-based call center technology that provides context to call center metrics and real-time reporting, all accessible through TCN's platform.

TCN Competitive Analytics provides real-time big data and analytics that help organizations make informed decisions on the following:

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

"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, in a statement. "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."

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