TCN has unveiled its intelligent skills-based routing that aims to match the appropriate agent to the right customer. The intelligent skills-based routing is expected to push the envelope of auto attendants and virtual call center technology development.
With the new routing skills, TCN has revolutionized the way skills are matched on the back-end, significantly improving connection times.
“Collecting is hard enough without leaving money on the table because of ossified technology,” said Terrel Bird, CEO of TCN, in a statement. “TCN continues pushing the technology envelope, particularly in the credit and collections arena, in response to client demand -- clients who lost calls every day because of slow or non-existent matching.”
TCN skills routing grows arithmetically in complexity. Since this next generation methodology relies on advanced matrix matching, TCN can aggregate all skills over the course of the call.
The technology enables TCN to find the best match for the call using all the discovered skills against all available agents. The agent’s aptitude in each skill can also be found. The resulting score will ensure that the right person speaks with the right agent.
As the new routing skill can bring more matching options, more accuracy, and more speed, it will improve business. TCN can match 100,000 skills in about 1 second. If a call center has 10,000 agents with 10 skills each, TCN can put a call to the right agent in about 1 second; if an agency has 1000 agents with 100 skills, each match would still take about 1 second.
The setup remains easy for customers. Reporting provides great visibility into what the skills-based routing is actually doing.
Recently, TCN announced the release of the next-generation call center technology -- TCN SoftPhone. TCN clients will now be able to utilize on demand TCN’s full Virtual Call Center suite of products for contacting customers, without purchasing a single phone or engaging a telco provider.
Rajani Baburajan is a contributing editor for TMCnet. To read more of Rajani's articles, please visit her columnist page.Edited by Tammy Wolf