August 30, 2010 – St. George, UT:
TCN, Inc. today released next-generation call center technology: the TCN SoftPhone. Now TCN
clients can utilize on demand TCN’s full Virtual Call Center suite of products
to contact customers – without having to purchase a single phone or to engage a
Client call center agents need only plug headsets into their work station computers and
TCN’s SoftPhone functions as the entire telephone system through which agents
can take inbound calls and place outbound calls via TCN’s Predictive Dialer or
Interactive Voice Messaging components.
TCN’s SoftPhone features advanced reporting tools that provide managers with per-agent
reporting in real time. Managers can place their mouse over the top of each
agent’s icon to see that agent’s status and how long she has been in that
status. Managers can also see how many hold calls are in queue, as well as
immediate statistics for waiting, talking, and wrap-up time averages.
Managers can select to view all of this information based upon customized virtual hunt
Additionally, agents can quickly add phone numbers to the Do Not Call List, and even have the
option of placing an expiration date for these new additions to the List. The
agent SoftPhone interface presents agents with all the traditional telephone
functionalities, like a mute button and speaker and microphone volumes.
“Now, a call center needs only workstation PCs and a T-1 and their agents can be up and
running using the latest call-center technology in literally minutes. Capital
expenditures are a thing of the past; ease-of-use and on-demand customization
are truly here,” explained TCN CEO Terrel Bird.