Archive for August, 2013


Customer Satisfaction

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It is mind boggling to look back and see how business was conducted ten, twenty, thirty years ago versus the way business is conducted today. The technological advances that have been made seemed like dreams back in the day, silly ideas that would never come to fruition. The times have certainly changed, and continue to do so. Most communication and business is connected through the internet or computer system, and not only does this make tasks easier, it is more efficient and cost effective.

No business would still be standing if their customers were not satisfied, right? Growing up, you learn that “the customer is always right” and if the customer is pleased, they will pass the word and come back for more. Well customer satisfaction and what happens ‘behind the scenes’ has changed as well. Let us look at a big product launch your company has coming up. How will you market this product? How will you get the word out and tell your customers? Do you have a department within the company work night and day while getting paid full salary work on this project or do you outsource and have someone else take care of this? With essentially everything going virtual, you have to ability to communicate with millions at the touch of a button.

Many companies offer communication solutions worldwide. Many may be surprised at what services they offer and at what price. When a company is able to outsource to another company who specifically handles what you are looking for, it cannot be beat. It is this reason that customers will continue to be happy and come back for more. When customer satisfaction remains the focus and a company can focus on what they do best, at the end of the day, everyone is pleased.

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CreditSoft announces partner TCN, Inc. now “LIVE” in Australia

Published under News,Now Trending,Partners,Press on

TCN, Inc. recently launched its award winning first truly cloud based services in Australasia, including Platform 3 with its complete features and real-time reporting functionality.

Offices and secure data centre’s are located in Australia to provide the best services and also comply with laws and regulations.

All features and reporting from TCN Inc. in Australasia will be the same as in the US: inbound/outbound blended, predictive dialing with agent login, reporting, call routing, etc. TCN’s local customer support will continue along with its professional services team across the globe, including in Australia.

The TCN Predictive Dialer is a groundbreaking innovation that is a culmination of research and development that began nearly one decade ago. Totally web-based and provided as truly Software as a Service, the Predictive Dialer makes the rich feature set of a $600,000 traditional hardware dialer affordable for any organization – at cents per minute.

“TCN is the perfect solution providing a pay-per-use model with no minimum usage requirements or annual maintenance fees. Clients can expand rapidly by adding more agents and/or new locations without the worry of extra annual seat fees, monthly/yearly maintenance fees or contracts to sign, etc.,” said Liahona Tiatia, TCN’s Chief Operations Officer & VP of Client Services/Support.

There are absolutely no limitations with TCN and all you pay for is what you use. A great way to help manage those difficult overflow situations. The savings, immediately noticed, are a huge opportunity for shareholders and business executives to financially plan ahead for other business improvements and allow TCN to work in their favour.”

CreditSoft Executive Director, Terry Eames said, “We have been working with TCN to bring their market leading cloud based solutions to Australasia, for some time now. We are delighted that the systems are now generally available in Australia and New Zealand. Australasian companies are now able to leverage the same advanced solutions used by industry leaders in the US and Europe”.

Besides harnessing the holy grail of sub-one-second connections of premise-based dialers for the web-based world, the TCN Predictive Dialer also stands out among its peers in flexibility.

Administrators can set up new call agents, hunt groups, and predictive dialing campaigns in minutes. Companies require only phones and Internet connections for their call agents; within 10 minutes they can be running a fully-predictive campaign. Call agents simply log in through the Agent Gateway; as calls connect to the agents, the customer information appears on agents’ screens. Notes and call results can be entered by the agents directly through the TCN interface without the need of interacting with a call center CRM. Continue Reading »

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TCN, Inc. to Offer Services in Australia

Published under Call Centers,Cloud Technology,News,Press on

St. George, Utah—TCN, Inc. recently launched its award winning services in Australasia, including Platform 3 with its complete features and real-time reporting functionality. Offices and data centers will also be located in Australia to provide the best services and comply with laws and regulations.

All features and reporting from TCN Inc. in Australasia will be the same as in the US: inbound/outbound blended, predictive dialing with agent login, reporting, call routing, etc. TCN’s local customer support will continue along with its professional services team across the globe, including in Australia.

The TCN Predictive Dialer is a groundbreaking innovation that is a culmination of research and development that began nearly one decade ago. Totally web-based and provided as a Software as a Service, the Predictive Dialer makes the rich feature set of a $600,000 traditional hardware dialer affordable for any organization – at pennies per minute.

“TCN is the perfect solution providing a pay-per-use per minute model with no added costs and no contracts. Clients can expand rapidly by adding more agents and/or new locations without worry of extra seat fees, monthly/yearly fees, contracts to sign, etc.,” said Liahona Tiatia, TCN’s Chief Operations Officer & VP of Client Services/Support. There are absolutely no limitations with TCN and all you pay for is added minutes. The savings, immediately noticed, are a huge opportunity for shareholders and business executives to financially plan ahead for other business improvements and allow TCN to work in their favor.”

Besides harnessing the holy grail of sub-one-second connections of premise-based dialers for the web-based world, the TCN Predictive Dialer also stands out among its peers in flexibility. Administrators can set up new call agents, hunt groups, and predictive dialing campaigns in minutes. Companies require only phones and Internet connections for their call agents; within 10 minutes they can be running a fully-predictive campaign. Call agents simply log in through the Agent Gateway; as calls connect to the agents, the customer information appears on agents’ screens. Notes and call results can be entered by the agents directly through the TCN interface without the need of interacting with a call center CRM.

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What are the Benefits of Cloud-Based VoIP Services?

Published under Cloud Technology,Now Trending on

The greatest benefit to Cloud-Based VoIP services, generally speaking, would be that no additional surcharges accrue for the duration of your conversation when you are paying for internet access. It virtually eliminates the “need” for additional phone charges, if you have internet access, you can make phone calls. For company purposes though, it does indeed save money working with a “hosting” company as well as eliminating exorbitant costs for IT specialists, maintenance and support that a company would normally be paying out. Many companies, especially smaller businesses, are outsourcing simply because in the long run it saves a lot of time and money. Every little bit counts, especially with the economic situation currently at hand.

When switching over to Cloud-Based services, it frees up money and time for a company while still being able to function efficiently if not becoming more efficient due to the allowance of more focus on other areas. Hosted VoIP offers their services on a “need now” basis meaning your company will not be maintaining a constant payment to a carrier company if they only need to utilize cloud VoIP services for a short amount of time. Another great benefit to smaller companies is that they can enjoy the same features that larger corporations use at a fraction of the cost. They can be just as sophisticated because many VoIP companies offer software solutions such as online mail management, advanced email and voicemail options, automated attendants and more.

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What is Cloud-Based VoIP?

Published under Cloud Technology,Now Trending on

Cloud-Based VoIP. What exactly is it and how does it work? This may quite possibly be a question going through your mind and the explanation is simpler than you may think. VoIP is an abbreviation for Voice over Internet Protocol that falls into the category of the ability to utilize software and hardware to access the internet in order to make telephone calls. These telephone calls send voice data by using “IP” rather than the traditional circuits “PSTN.” PSTN stands for Public Switched Telephone Network but also may be referred to as POTS (Plain Old Telephone Service). Before the internet could be utilized to verbally communicate, specific circuits or channels were used for the duration of your phone call. Analog voice data was carried through copper wiring over the dedicated circuits to communicate through the telephone, whereas on the internet, there is none of that! To break it down for those who are not technically perceptive, traditionally businesses have applications and deploy systems by installing different hardware onto the computers located within the office. Now the new option available is cloud computing which may also be known as “software as a service” or “hosted.”

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Due to Client Request, TCN Offers Manual Dial Only Platform TCPA

Published under Compliance,News,Press,TCN Features on

St. George, Utah—In light of recent developments involving the TCPA, TCN is pleased to deliver additional services that meet the requests by its clients and the call center industry concerning the ability to contact customers via cell phones.

“TCN is proud to announce a separate Manual Dial Only platform for cell phones that is incapable of ‘predictive dialing’, that can only dial a number with human intervention, and that provides 100% call recording,” said Dave Bethers, VP of Sales at TCN. “This platform combines what our customers are looking for; the ability to follow regulatory restrictions, while maintaining the highest levels of agent performance, efficiency, and overall productivity.”

TCN has always led in call center technology and was one of the first cloud technologies to allow our clients to seamlessly identify cell phones and prohibit calls to be placed to those telephone numbers while continuing to dial landlines with full predictive dialer capability. With this new Manual Dial Only platform, TCN clients can take these identified cell phones and let their agents manually call them.

Some of TCN’s features are:

  • Cell phone scrub on the block assignments as well as scrubbing on ported landlines – as an authorized Neustar Reseller – updated on a daily basis.
  • Manual dialed calls on completely separate call engines.
  • Agent manual confirmation/verification, allowing or even requiring call agents to manually type in the number before a call is placed.
  • Preview dialing enables agents to view the call history of the business or contact being dialed before connecting the call. It improves the quality of the customer interaction and keeps call agents on task.

To learn more about these and other features, and how you can take advantage of a free no obligation demo, please contact TCN at tcnp3.com or by calling 866.745.1900.

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iOS7 Beta Includes Built-In VoIP

Published under Now Trending,VOIP on

One of the latest announcements from Apple is its new iOS 7 with a myriad of new features and capabilities. As part of its announcement, Apple demonstrated the new FaceTime feature which incorporates state of the art VoIP. This feature alone makes the new operating system a must have for Apple users, though companies involved in the industry are uncertain…
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Interview with TCN’s CEO, Terrel Bird

Published under Buzz,Now Trending,Press on

Terrel Bird Introduction

After graduating from BYU, Terrel moved to his wife’s home town in Northern Ontario Canada. There he was hired as President of Northern Allied Steel and Propane. After a long “extended stay” in Canada Terrel moved his family to Southern Utah. He always had a love for the red rocks and the great outdoors that Utah has to offer. After researching an emerging technology in 1997 called VoIP (Voice over Internet Protocol), Terrel felt that there was a need to fill and saw how this technology would evolve over time.

VoIP is telephone communication through the internet. He began to put the pieces together and making partnerships that helped fill this need. A year and a half later TCN was created and began marketing its services world-wide.

Today, agencies need to do more with less. By using TCN’s cloud-based predictive dialing tools and services for the contact center, clients can leverage the most sophisticated Outbound and Inbound calling technologies available, while maximizing available resources and ROI, all without massive capital outlay or new staff. The TCN solution is a complete dialer replacement with full outbound, manual, preview, inbound, and blended functionality with no hardware, no monthly minimums or no maintenance fees.

TCN’s award winning Platform 3.0 (P3) is a multi-tenant, intuitive, Interactive Voice Communication platform that has been revolutionary for contact centers needing dialing and IVR solutions.

Terrel has 10 children and loves to road bike when time permits.

You are the CEO of TCN, a company that offers Software as a Service call center technology. Tell us more about TCN and the services it provides.

TCN is a cloud based virtual call center. TCN manages inbound and outbound call traffic flow for call centers around the world.

Today, call centers need to do more with less. By using TCN’s cloud-based predictive dialing tools and services for the contact center, clients can leverage the most sophisticated Outbound and Inbound calling technologies available while maximizing available resources and ROI, all without massive capital outlay or new staff. The TCN solution is a complete dialer replacement with full outbound, manual, preview, inbound and blended functionality with no hardware, no monthly minimums and no maintenance fees.

TCN’s award winning Platform 3.0 (P3) is a multi-tenant, intuitive, Interactive Voice Communication platform that has been revolutionary for contact centers needing dialing and IVR solutions.

Q: What led to your involvement with TCN?

In 1999, there was a lot of discussion concerning the potential of a new way of communicating called VOIP. This method had great potential and was radically different than standard switched telephone networks that had been in place for many years. Many thought VOIP would not be an effective voice transport system because of latency and potential to have packet loss. I was motivated to get my family moved back to the United States and started studying the opposing arguments. Over time I convinced myself that VOIP would eventually be successful and overcome existing communication methods. Based on this thought, I moved forward. Now everyone knows VOIP as a standard worldwide.

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History of the Call Center

Published under Call Centers,IVR on

It happens to just about everyone at least once a day. They call up a business and get sent through automated system that tries to resolve the reason that they have called. No matter how good the automated phone system is, it is often easier to talk to a real person to help you resolve any issues. If you got through the right steps, you will end up connected to a representative of the company that is working at a call center.

The call center can be located anywhere. The business may be in the center of the United States, but when you get in touch with the call center, you may be talking to someone that is located in India. As long as the representative can resolve the reason that you are calling it should not matter where they are located. Computers and all of the information that is available on them allow representatives to do the same things whether they are working in the main corporate office of a business or if they are off in some remote location. Call centers have been an important part of business for a lot longer than people may realize.

Contact Centers

Before businesses turned to companies that offered call center services they had ways to handle it on their own. Instead of having a bank of operators and phone lines that could be used for multiple companies at one time a business had a single person or a small group of individuals that were the first people that customers would contact.
It is a very old idea to have an individual that acts on behalf of someone else so that the other person does not have to deal with issues that are not important to them. The chain of command of businesses and governments is a form of a contact center. If you want something to be fixed you had to talk to the right person. If that person could not resolve it, you would move up the chain until you found someone that could fix it. They did not use phones and computers until much later, but they did represent the original call centers. Continue Reading »

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