TCN, a leading global provider of cloud-based contact center solutions, announced the enhancement of its Business Intelligence (BI) features, seamlessly integrating advanced analytics and reporting directly into its contact center software with a powerful data pipeline builder and inspector to ensure you have the right insights at the right time. These innovative capabilities empower organizations through optimizing workforce schedules, analyzing agent performance and reviewing customer engagement across channels. With this intelligent reporting, comprehensive performance tracking, and highly customized reports, transforming how businesses understand and optimize their operations.
TCN’s enhanced Business Intelligence suite automates all reporting and analytics, eliminating the need for manual data gathering and providing access to critical insights. This robust platform streamlines operations, enhances compliance and drives performance across users’ contact centers. With it, contact centers can learn not only how their internal operations are functioning, but where improvements can be made, what customers want and need, as well as how individual agents and teams are performing.
Key features of TCN’s Business Intelligence include:
- Advanced Intelligent Reporting: Gain deeper insights with sophisticated reporting tools that simplify complex data.
- Effortless Tracking of Compliance Issues: Proactively identify potential compliance risks with automatic flagging and address these risks to ensure adherence to regulatory standards.
- Comprehensive Agent Performance Monitoring: Monitor individual and team performance and develop targeted coaching and training.
- Real-time Deliverable Monitoring: Track key metrics and deliverables in to ensure operational efficiency and goal attainment.
- Layered Call Outcomes: Analyze call outcomes with multiple data layers to uncover key influencers and optimize strategies.
- Advanced Traffic Volume Forecasting: Utilize sophisticated forecasting tools to predict call center traffic trends, enabling better resource allocation and planning.
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TCN is committed to innovating and providing clients with the tools they need to succeed in a dynamic market. These Business Intelligence features are another product of that commitment, offering increased visibility and control over contact center operations. By automating analytics and providing actionable insights, TCN empowers businesses to make data-driven decisions that improve efficiency, enhance compliance and ultimately deliver superior customer experiences.
“With TCN Operator, BI isn’t an add-on—it’s embedded directly into every service,” said Dave Bethers, Senior VP of Revenue Enhancement and Product at TCN. “Now you have a complete contact center picture. ”
Dashboards, KPIs, and drill-down reports are accessible within the tools you already use, from Workforce Management (WFM) and Workforce Optimization (WFO) to Omni and soon external data warehousing. That means users don’t need to wait on a data analyst or external BI vendor to get the necessary insights. Operator users can also build reports, visualize trends, and act on performance data in real-time, all from a single, integrated platform.
Source: PRNewswire
