TCN, a leading provider of cloud-based contact center solutions, announced its comprehensive strategy and enhanced product suite leveraging artificial intelligence (AI) to empower contact centers to achieve unprecedented levels of efficiency, compliance, and customer satisfaction. TCN’s approach simplifies AI implementation, making the power of advanced technology accessible and impactful for businesses of all sizes.
“AI is and will continue to shape how businesses are organized, managed, operated and optimized,” said Jesse Bird, chief technology officer at TCN. “While AI will grow to be a key component of your contact center, it is an enhancement to your current software, not a replacement. As you incorporate more AI into your system, you must learn where it can be used and then decide where it should be used.”
Elevating Your Contact Center with AI: Three Key Use Cases
TCN’s AI-driven solutions address core pain points within contact centers, providing more efficient and reliable solutions that augment, rather than replace, human expertise. Our key use cases include:
- Agent Augmentation: AI enhances individual agent performance by providing real-time coaching, automating call summaries, and delivering next-best action guidance. This empowers agents to handle interactions more efficiently and effectively.
- Reporting and Decisioning: AI transforms operational insights through intelligent risk segmentation, optimizing resource allocation, and automating compliance checks to ensure regulatory adherence and minimize risk.
- Automated Routine Tasks completion: By automating repetitive inquiries and common transactions, TCN’s AI-driven solutions improve overall operational efficiency and reliability, freeing human agents to focus on complex, high-value customer needs.
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TCN’s AI-Enhanced Product Suite
AI is deeply embedded across TCN’s flagship platform, TCN Operator, bringing advanced capabilities to every facet of contact center operations. Businesses can now take advantage of AI across a wide range of TCN solutions:
- Agent Assist: Guides agents with AI by generating suggested follow-up schedules and real-time response suggestions to enhance interactions.
- Chat: Optimizes processes using AI chatbots to manage diverse customer inquiries and provide instant support.
- Email: Employs AI to automate customer service by managing frequently asked questions and processing transactions.
- Inbound Solutions: Leverages AI voicebots to automate phone interactions, enabling natural conversations and decreasing customer hold times.
- Interactive Voice Response (IVR): Automates call routing with AI, helping customers navigate IVR, improving access and cutting consumer hold times.
- List Management Services: Automatically analyzes import headers for field types with AI, saving time and reducing errors across all CRM data storage.
- Outbound Solutions: Optimizes agent efficiency with AI that monitors hold queues and provides real-time alerts when parties become available.
- Predictive Dialer: Runs tests and gets feedback before launching a campaign with the help of AI, analyzing settings and potential results.
- SMS: Automates customer service with AI, handling tasks from FAQs to transactions, freeing agents for complex tasks.
- Workforce Management: Enhances strategy with AI-powered forecasting, enabling optimal staffing levels and lowering labor expenses.
- Workforce Optimization: Uses AI to auto-evaluate conversations to identify compliance risks and summarize agent interactions.
“Implementing AI into your contact center may seem complex, but TCN makes it simple,” added McKay Bird, marketing director for TCN. “Our goal is to help businesses easily reap all the benefits of AI, from optimized efficiency to enhanced customer experiences, without worrying about the technicalities. We invite businesses to connect with us to explore how TCN’s AI solutions can best address their unique challenges and elevate their contact center.”
Source: PRNewswire