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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.

Our Take

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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