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TCN Continues Global Growth and Product Enhancements
On July 7, 2021, TCN briefed Info-Tech on its continued growth, Experian partnership, and CCaaS platform TCN Operator. TCN is a global provider of cloud-based call center technology, using Google cloud data centers in the United States, Canada, Australia, UK, and India, and has over 2,000 clients.
TCN focuses on servicing small to mid-sized organizations, though is well positioned to scale as these organizations grow. While TCN’s industry specialization is in finance and receivables management, it has a growing presence in healthcare, utilities and telecommunications, newspaper and publications, and automotive industries. In particular, TCN’s partnership with Experian Health has enabled TCN to both directly expand within the healthcare industry and position a move to grow within LATAM regions and South Africa.
While TCN has its largest geographic presence in the United States, India has seen tremendous momentum for sales over 2020. This is in part due to ClearTouch, a TCN owned subsidiary in India that was founded in 2016. ClearTouch has experienced 300% growth in 2020, aiming to meet India’s diverse call center needs.
TCN Operator is TCN’s flagship cloud-based call center software platform. Through this platform, organizations can expect omnichannel communications, workforce engagement, compliance and data management, intelligence, reporting and analytics, and frameworks for ease of integrating into third-party services.
For organizations that have data sovereignty as a key mandate, the contact center industry is not exactly saturated. For Canadian Info-Tech members in particular, many of the major players in the CCaaS they see in research quadrants are US-centric and do not have data centers in Canada. Moreover, those CCaaS vendors that do have data centers in Canada are often servicing mid-sized organizations to enterprises. Their offerings are often expensive and provide too many bells and whistles. TCN is a vendor that can be readily shortlisted to meet requirements of Canadian data sovereignty and provide good ROI for the services paid for.
If your organization is seeking to modernize their call center to a cloud-based contact center, use Info-Tech’s Choose a Right-Sized Contact Center Solution to decide which architecture is a best fit, conduct an effective RFP process, and avoid major pitfalls in SOW construction.
Source: Info-Tech, Choose a Right-Sized Contact Center Solution, Accessed July 16, 2021
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On March 24, 2021, Orange briefed Info-Tech on its UCaaS Business Services solution. Orange has positioned its solution to be flexible and adaptable to a range of client use cases. Not only does Orange’s UCaaS offering center within a broad portfolio of solutions (from omnichannel contact center to CPaaS), Orange also offers multi-deployment options, including on-premises, private, hybrid, and public/multi-cloud.
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On October 23, 2020, Verizon briefed its Contact Center Hub for SMBs. Launched October 1, Contact Center Hub is a hosted cloud service aimed at providing an easy-to-use multi-channel contact center solution for small- and mid-sized organizations. For SMBs that do not have a large customer base and only require the basics, consider shortlisting Verizon’s Contact Center Hub – especially if Verizon’s solutions are already being used in the organization.
On October 21, 2020, Talkdesk demoed On the Go, the latest addition to its cloud-based contact center solution CX Cloud. On the Go is built for convenience and remote work, using a device’s virtual assistant (such as Siri) for making calls and accessing data. However, this also means that part of On the Go’s success is tied up with how effective virtual assistants are.