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Voice Analytics

Conversation insights through search and discovery

Fully understand how your customers feel through personalized conversation trends.

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Find conversations through call center voice analytics

Whether you are looking to boost customer engagement or lower your organization’s compliance risk, voice analytics will help you search, transcribe, filter and flag call recordings for further review and agent training.

Increase compliance

Reduce risk on 100% of the interactions you make with customers.

Boost agent performance

Identify key indicators that drive conversions and revenue.

Continual coaching

Automatic triggers and flags help identify agent coaching opportunities.

Analyzing customer trends is a snap

Drive better conversations by identifying specific customer interactions that uncover current and future trends. These trends provide you with the tools to seamlessly coach, train and provide ongoing agent feedback that ultimately improves performance.

Automated agent scorecards for improved performance

Drive agent performance and efficiency through automated scorecards. With Voice Analytics, agent scorecards automatically evaluate performance against predetermined criteria to ensure agents appropriately greet, resolve and close conversations

Leverage the best-in-class features

Automatic flagging

Get notified on key indicators when action is needed. Keywords, silence and overtalking are just a few. Managers can then use flags for additional training and agent performance reviews.

Search by keywords

Find conversations based on keyword and phrase search or by using wildcard queries that match agent consumer conversations to the exact moment.

Call recording

Call recordings are the foundation for management reporting and compliance adherence. Capture and save every interaction for playback and compliance audits.

Room 303

Get real-time notifications on keywords, phrases and other metrics that make taking action on specific agent interactions easy, providing a training opportunity to teams. Learn more about Room 303.

Confidence is in the transcription

Excellent customer service starts with the agent. Built on the foundation of TCN’s intelligence, reporting and analytics engine, call center voice transcription can help identify areas for improvement and provide customer insights 

All built into one platform

Featuring a holistic set of easy-to-use, you can utilize automated agent tools and advanced apps for any communication channel. TCN’s Operator platform can deliver a scalable, secure, affordable contact center solution through a unified cloud-based platform.

What our clients are saying

“TCN is an integral partner of our organization. TCN is continually improving its robust platform, rolling out new features and enhancements regularly. Most importantly, their client services are best in class.”

Annuity Health

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