What’s new in Operator: 2024 Q3

At TCN, we are always striving to improve our Operator platform and find new ways to stay ahead of the curve. This quarter has been no exception, and we’re excited to share some of our latest enhancements. From new features to performance improvements, our TCN team has been hard at work making things even better for Operator in Q3 2024.

This overview highlights some of the standout improvements and new features we’re particularly excited about. In addition to these key advancements, please keep in mind that many other valuable minor updates and bug fixes have also been made to further enhance your experience.

Compliance & Data Management

• The UI of List Management Services (LMS) has been enhanced to be more intuitive and improve the readability of elements. LMS handles data processing of contact lists and reduces the need for tiresome manual workflows.
• Additionally, our teams added the ability to download records from a consent profile for export.

Integrated Infrastructure

• Our teams have added support for Time-Based One-Time Passwords (TOTP) as a new Two-Factor Authentication (2FA) method. This enhancement provides an additional layer of security by requiring users to enter a time-sensitive code generated by an authenticator app. With TOTP, even if login credentials are compromised, unauthorized access is prevented, ensuring your account remains secure. 

Integration & Automation

• We’ve enhanced our integration with on-premise CRM software using Exile certificates and configurations. This upgrade provides a more direct connection between CRM software and our platform, resulting in smoother data transfer and improved reliability. The integration includes a straightforward LMS entry point, simplifying installation and making data pipeline processing more efficient. By tightening CRM integration, you benefit from better data management, reduced manual effort, and a more cohesive workflow.

Intelligence, Reporting & Analytics

• Now, with improved data nodes in a BI report builder, users can benefit as they enhance the ability to extract and manage complex data more effectively. They offer greater flexibility in handling diverse data structures and formats, which leads to more accurate and tailored reporting.
  • New BI node Complex Map offers three types of complex data extraction: Direct Path, Array and Custom Fields.
  • New BI node Sort allows users to sort one or many columns in ascending/descending order.
  • New feature added to the BI node Replace. Complex Mapping can now be enabled which allows for more granular control of mappings.

Omnichannel Communications

• Managers can now select either custom or default BI dashboards to display for agents within the Agent Portal under Quality Reporting. This enhancement allows agents to access and review tailored data independently, boosting their autonomy and decreasing their dependence on supervisors for information.

Workforce Engagement

• Performance Management has been renamed Workforce Optimization. This more accurately reflects the product’s expanded functionality and focus. By renaming “Performance Management” to “Workforce Optimization,” TCN is aligning the product’s name with its broader goal of optimizing overall workforce performance rather than just managing it.
• As communication increasingly shifts to text channels, Workforce Optimization has been restructured and enhanced to better support both voice and text Conversation Analytics. This improvement not only boosts the functionality of the platform but also provides valuable insights into text interactions. Analyzing text channels helps identify trends and growth opportunities, enabling more informed decision-making and strategic adjustments to enhance overall workforce performance.

To get a more complete list of TCN Operator’s features, check out the TCN Feature Brief here.