The Competitive Advantage of Industry-Specific Contact Center Software

Managing a contact center of any kind is challenging, which is why having a contact center software platform that can keep up with the ebbs and flows of a busy business is crucial. However, when your contact center software platform is specifically designed for your industry, your organization will be more reliable, secure and ready to efficiently provide any communication channel your customers need. TCN’s award-winning contact center software platform delivers seamless customer experiences no matter what industry your contact center is a part of. 

Conquering industry-specific challenges 

Different industries face unique challenges. For example, healthcare contact centers must juggle complex scheduling and strict Health Insurance Portability and Accountability Act (HIPAA) regulations. Contact centers in the BPO industry often handle multi-client support and language barriers, while debt collection contact centers typically deal with sensitive account payment matters and stringent regulatory requirements — all requiring the tools necessary to do so.

Having TCN’s industry-specific software allows your business to face these challenges and address these needs with ease. For example, by automating repetitive tasks, agents are freed to focus on complex customer issues that require their expertise, making more time for customers and, in turn, increasing customer satisfaction. 

TCN’s industry-specific software provides features like personalized greetings and contextual self-service options with its Interactive Voice Response (IVR) solution. By allowing your business to meet callers’ needs automatically, both you and your customers save time and money. TCN’s Automatic Call Distribution (ACD) option eliminates idle time and boosts customer satisfaction by automatically routing calls based on agent skills and availability. 

Solutions like these and more have helped TCN clients improve their overall contact center operations. St. Luke’s, a healthcare client of TCN, found amazing results with TCN’s industry-specific software, reducing their abandonment rate to only 0.83% while offering a low wait time of only 16 seconds. Not coincidentally, they passed their newly implemented customer satisfaction surveys with flying colors. 

TCN’s industry-specific software

TCN is an expert in the contact center software industry. With over 25 years of experience, TCN has a vast knowledge of how to benefit your industry. TCN understands compliance requirements and the best practices specific to your industry.

Every client of TCN has a devoted account manager who specializes in a specific industry and understands the intricacies that are niche to their needs. But that’s not all – TCN’s platform is affordable and scalable, so whether your business has one agent or one thousand, you’ll have solutions that adjust to your business, regardless of industry or use case. 

TCN’s platform is available to you via a user-friendly usage-based model, meaning you only pay for what you use. With a customizable platform, your business can focus on streamlining operations while agents and managers can utilize their time to efficiently navigate the interface, tailoring dashboards and toolboxes to their unique requirements. TCN’s rapid deployment ensures most organizations can be operational within a day so your business can take advantage of these benefits as soon as possible.

The advantage of industry-specific contact center software

TCN Operator creates a specialized experience for any contact center industry. TCN seeks to minimize your industry’s pain points and make the transition as simple as possible. Take a look at TCN’s industry specialization page and learn exactly what benefit TCN Operator can provide for your industry.