TCN Celebrates Our Merger with Global Connect

Dec 14, 2015

Posted In: Terrel Bird, VOIP Author: Terrel Bird

TCN has some exciting news to share with our customers and the call center industry as a whole – we’ve merged with Global Connect, a fellow provider of contact center technology. This merger will enable us to deliver an even higher level of service to our entire customer base as we join the forces of two of the leading contact center providers.

Our goal is – and will remain – to develop the industry’s leading cloud-based contact center solutions and provide excellent customer service. Combining Global Connect’s advanced SMS and email capabilities with TCN’s leading call center features, such as Inbound Calling, Agent Gateway and Business Intelligence (BI) Reporting, will enable us to deliver one of the most innovative, robust contact center solutions that addresses the evolving multi-channel needs of the industry.

We are on a clear track with our new partner to accelerate our innovative technology offering that can better address and adapt to how consumers conduct business, especially as smartphones and mobile apps continue to grow in popularity. We’re more dedicated than ever to serving every customer need, and it’s business as usual around both offices. Rest assured that the amazing service that both TCN’s and Global Connect’s customers are used to will not be interrupted.

Once again, we want to emphasize the positive step forward this is for our companies, our employees, our customers and the contact center industry as whole. We also want to thank our loyal customers for their continued support and trust in our company. TCN is proud to have Global Connect as a partner and can’t wait for the many opportunities to unfold.

As a customer, you might have specific questions about what this merger means for you. We’ve developed a list of Frequently Asked Questions (FAQs) below to address any concerns you have. If you have a question not on this list, feel free to reach out, and we’ll get back to you with an answer.

How and when did the merger come about? Who approached whom?

TCN and Global Connect have been in communication for several years in an effort to consolidate our technologies and help advance the contact center industry. As it became more obvious that we could provide a better user experience for a wide range of customers, we renewed our talks earlier this year and refocused efforts in late summer.

Why did TCN decide to merge Global Connect?

Global Connect has a great client base, incredible employees and a well-known, trusted industry brand. Combining these assets with TCN’s industry presence, technology portfolio and existing employee roster, the merged company expects accelerated growth, technical innovation and increased momentum.

What happens to Global Connect’s customers?

Global Connect’s customers will continue to experience business as usual. They will be serviced at the same high level they have become accustomed to, and their contact center service will not be affected in any way. The same applies to TCN’s customers.

Over time, customers of both companies will be offered an improved technology offering that includes: Inbound, Agent Gateway and BI reporting, as well as SMS and email capabilities, to name a few. Combining the TCN and Global Connect technologies will help create a stronger, more robust product that will better address the evolving needs of the contact center industry.

What benefits do the customers (both TCN’s and Global Connect’s) gain from this merger?

Again, both companies bring mature, industry-leading contact center technology to the table. Combining the two into a robust multi-channel product will enable customers to better address and respond to the evolving contact center market needs. With the combined companies, sales force, and market share, we will have more resources available to continue to push product innovation as customer needs continue to change and grow.

Is this TCN’s first merger?

Yes, this is TCN’s first merger, and we’re very excited to partner with an industry leader like Global Connect.

Is there overlap on the technology and offerings? If so, how are you handling this?

As with many companies that are leaders in the contact center industry, TCN and Global Connect offer technology that is highly similar, so there is some overlap in the product offering. We plan to maintain and support both products.

Over time, customers of both companies will be offered an improved technology offering that includes: Inbound, Agent Gateway and BI reporting, as well as SMS and email capabilities, to name a few. Combining the TCN and Global Connect technologies will help create a stronger, more robust product that will better address the evolving needs of the contact center industry.

What does this merger mean to TCN’s future product roadmap?

TCN’s and Global Connect’s merger will deliver a number of benefits, particularly faster feature development such as multi-channel capabilities (SMS, email, etc.), continued product innovation growth and increased market share.

Again, TCN is very excited to announce our merger and new partnership with Global Connect, and we look forward to the numerous benefits that this will bring our companies, customers and the entire contact center industry.

About the Author: Terrel Bird

A successful serial entrepreneur, Terrel L. Bird, CEO and co-founder of TCN, has been at the forefront of Voice Over Internet Protocol (VoIP) and call center technology for 15 years. Prior to co-founding TCN in 1999, Terrel served as president of Northern Allied Steel and Propane for 16 years in Ontario, Canada. Seeking the opportunity for his young children to grow up in the States, Terrel began researching emerging technologies for a new business venture and recognized an opportunity in VoIP and call center technology. He created TCN with a mission of implementing groundbreaking changes, following his vision of how the technology would evolve over time. Shortly after launching TCN in St. George, Utah, he made the area his home. Under Terreläó»s leadership, TCN has grown steadily and is now recognized as a leading provider of cloud-based call center technology for enterprises, contact centers, BPOs, and collection agencies worldwide. Combining a deep understanding of the needs of call center users with a highly affordable delivery model, TCN serves various Fortune 500 companies and enterprises in multiple industries, including newspapers, collection, education, healthcare, automotive, political, customer service, and marketing. Terrel and his team credit the lasting success of TCN to the planning efforts that took place at the inception of the company. By taking a consultative approach to serving customers, TCN has successfully and consistently provided the most cutting-edge call center solutions that help its customers operate efficiently and cost effectively. Along with spending time with his wife and 10 children, Terrel has long been a fan of the great outdoors, competing in 100- to 200-mile races. He received a B.S. in accounting from Brigham Young University.