TCN Unveils How AI-Powered Solutions Redefine Contact Centre Efficiency
TCN, a leading provider of cloud-based contact centre solutions, announced
its comprehensive strategy and enhanced product suite leveraging artificial
intelligence (AI) to empower contact centres 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 organised, managed, operated and optimised,"
said Jesse Bird, chief technology officer at
TCN. "While AI will grow to be a key component of your contact centre, 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 Centre with AI: Three Key Use Cases
TCN's AI-driven solutions address core pain points within contact
centres, 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, optimising resource allocation, and automating compliance
checks to ensure regulatory adherence and minimise 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.
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 centre 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: Optimises
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 analyses import headers for field types with
AI, saving time and reducing errors across all CRM data storage.
- Outbound Solutions: Optimises 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, analysing 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 labour expenses.
- Workforce Optimisation: Uses AI to auto-evaluate conversations to identify compliance
risks and summarise agent interactions.
"Implementing AI
into your contact centre 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 optimised 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 centre."
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