Implementing an Interactive Voice Response system into your contact center can bring many benefits. How you choose to customize your IVR can say a lot about your organization. Your IVR system is the first thing customers interact with when contacting your business, which is why it is important to have an elite setup that starts […]

Having an Interactive Voice Response (IVR) is now essential for a modern call center to perform efficiently. TCN IVR helps your organization save time and money with its cloud-based technology. In the typical day-to-day operations, problems can occur and customers can get frustrated. Take a look at how to quickly resolve common problems and always […]

They say that two is always better than one. As call center technology is ever-evolving, different types of features come and go. However, IVR (Interactive Voice Response) and ACD (Automatic Call Distribution) always come together to elevate each other with their individual features. Thanks to cloud-based technology, these features can be used for their maximum […]

TCN is your IT department “In the Cloud” for all your IVR needs. An IVR (Interactive Voice Response) system is usually an automated customer service solution that uses pre-recorded responses to meet caller needs that make your call center rock-n-roll. A good IVR can save your business a ton of money. When you’re managing a […]

The call center ACD, or automatic call distribution system, is used widely across industries, nearly as frequently as the very popular interactive voice response (IVR) system. Thanks to advances in cloud contact center tech, these two are frequently paired together for maximum effect. We’ll show you how and why these integrations work at the end […]

Every day, contact centers all over the world unknowingly waste time and money on customers with one simple requests. The worst part? Customers did not need or want to talk to an agent to solve their request. In fact, an agent helping a customer in this situation may have made that customer’s experience worse – […]

Getting paid can be the hardest part of doing business. From collection agency contact centers to businesses offering reminders and proactive payment assistance, it can be painful to efficiently handle payments with the systems that were once seen as cutting edge. Enter cloud contact center solutions; a suite of tools designed to make the process […]

What are 2 ways to optimize call centers? Shorten call times and increase agent availability. Simple. But not easy. Unless… Call centers have the right technology. Something like… A piece of software that intercepts calls and automatically moves callers to the right place or the right agent. That’s precisely what an ACD system can do. […]

MIT reports service-based businesses see higher customer satisfaction and retention rates when self-service meets customers’ actual needs. But if quality self-service IVR functions solve typical concerns and problems, what happens to a business’ call center agents? Do they keep a role in such a paradigm? Absolutely. While customers can handle a lot of routine items […]

Capacity planning can be very difficult and confusing for many call center managers and executives. How do call centers know who to schedule and when to schedule agents? That’s the central question surrounding capacity planning. Instead of using error-prone spreadsheets or complicated formulas and calculations, call centers can rely on cloud contact center software to […]