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News : TCN Launches Voice Analytics for Improving Agent Performance and Increasing Efficiency

#contactcenterworld, @tcn

St. George, UT, USA, May 25, 2021 -- TCN, Inc., a global provider of a comprehensive cloud-based call center platform for enterprises, contact centers, BPOs, and collection agencies, announced the launch of its Voice Analytics, a set of advanced tools for search and discovery combined with automated call transcription and reduction. The new set of tools includes a flexible search engine for quickly and easily finding and retrieving calls through free-form combinations of keywords, phrases, acoustic measures and call metadata.

"Our new Voice Analytics tools can help to reveal the deep business insights that are hidden inside every customer interaction," said Jesse Bird, chief technology officer of TCN. "By retrieving and extracting information from customer interactions over the phone, TCN Voice Analytics uses advanced speech recognition technology to identify certain words, phrases and even the amount of silence on a call to help your organization better understand your customers."

TCN Voice Analytics uses audio from recorded calls and converts them into structured data for searching and analyzing. The set of tools also utilize other associated data, such as customer profile information or when the customer interaction occurred. As the audio goes through the speech recognition system, a text transcript is extracted from the call.

#contactcenterworld, @tcn

Posted by Veronica Silva Cusi, news correspondent
Source: https://www.prweb.com


About TCN:
Company LogoA Global Provider in Call Center Technology: TCN is a global provider of a comprehensive, cloud-based call center platform for enterprises, contact centers, business process outsourcing firms (BPOs) and collection agencies. Founded in 1999, TCN supports billions of interactions every year between call center agents and customers. A Comprehensive Platform: TCN’s flagship cloud-based contact center platform, TCN Operator, features a holistic set of easy-to-use, automated agent tools and apps for omnichannel communications, workforce engagement, compliance & data management, integration & automation, intelligence, reporting & analytics and collaboration & accessibility. TCN’s secure platform integrates seamlessly with leading APIs and is accessible to agents with visual impairments.
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Today's Tip of the Day - 5 More Ways To Start Motivating Agents Today!

Read today's tip or listen to it on podcast.

Published: Wednesday, May 26, 2021

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Even some 3rd party ‘managed' surveys can be challenging, costly and then there is no benchmark or significant value other than ‘managed by a 3rd party' approach, which leads to the problem of validity of data, security and integrity plus costs and time required by you.

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TopPlace2Work is an easy to use program that allows you to gather valuable data on employee morale and engagement.

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Motivarnos helps your efforts in managing a constant recognition system that includes trivias, badges and competition elements that drives performance appraisal while agents have an encouraging environment.
 

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