September 07, 2010
TCN Announces the Release of the Next-Generation Call Center technology: SoftPhone
By Calvin Azuri, TMCnet Contributor
TCN, Inc. has announced the release of the next-generation call center technology called the TCN SoftPhone. With this release, 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.
Client call center agents will need to only plug headsets into their work station computers and TCN’s SoftPhone will function as the complete telephone system through which agents will be able to take inbound calls and place outbound calls through TCN’s Predictive Dialer or Interactive Voice Messaging components.
Some of the main features of TCN’s SoftPhone include, advanced reporting tools which provide managers with per-agent reporting in real time. Managers will be able to place their mouse over the top of each agent’s icon to see that agent’s status and how long they have been in that specific status. Managers will also be able to see how many hold calls are in queue, along with immediate statistics for waiting, talking, and wrap-up time averages.
Managers are facilitated to select to view all of this information based upon customized virtual hunt groups.
Other than this, agents will also be able to quickly add phone numbers to the Do Not Call List, and they also have the option of placing an expiry date for these new additions to the List. The agent SoftPhone interface offers agents with all the traditional telephone functionalities, for example a mute button and speaker and microphone volumes.
In a release, Terrel Bird, CEO of TCN said, “Now, a call center needs only workstation PCs and a T-1 and their agents can be up and running using the latest call-center technology in literally minutes. Capital expenditures are a thing of the past; ease-of-use and on-demand customization are truly here.”
Free testing of its Virtual Call Center technology is offered by TCN, including all the latest innovations, to all the buyers.
TCN has been the premier Voice Broadcasting provider since its inception in 1999. The company offers SIP based on-demand Interactive Voice Communication (IVC) solutions which are delivered as Software as a Service (SaaS (News - Alert)).
Calvin Azuri is a contributing editor for TMCnet. To read more of Calvin’s articles, please visit his columnist page.
Edited by Erin Monda