PRESS RELEASE: TCN announced the launch of Competitive Analytics, a fully integrated business intelligence analytics solution for its cloud-based call center suite, TCN Platform 3.0. The new solution provides real-time business intelligence (BI), analytics and reporting through intuitive and customizable dashboards. Embedded into its Software-as-a-Service (SaaS) platform, the tool helps organizations make informed decisions on key metrics, enhance agent performance and productivity and improve overall operational efficiency.
TCN’s Platform 3.0 is an advanced cloud-based call center technology that eliminates the need for complicated hardware and improves connectivity between agents and customers, increasing efficiency without the need for additional staff. Leveraging its deep industry expertise, TCN built Competitive Analytics to provide superior context to call center metrics and real-time reporting, all accessible through TCN’s platform.
The built-in analytics tool saves time and eliminates error by replacing spreadsheets and manual reports. A 2014 benchmark study on next-generation customer analytics by Ventana Research shows that only 15 percent of organizations are fully satisfied with the current use of customer analytics. Contributing to this are a number of factors, 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 product timely and accurate customer analytics.
TCN Competitive Analytics provides real-time big data and analytics that help organizations 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
“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.”