TCN Pricing, Features, Reviews & Comparison of Alternatives

TCN

Cloud-based call center solution

4.44/5 (9 reviews)

TCN overview

What is TCN?

TCN is designed to offer customers a cloud-based call center solution so they get real-time updates and 24x7 professional support. It caters to both inbound and outbound processes and offers a scalable delivery model which gives immediate access to call center technology at all times. TCN provides interactive options that automate self-service solutions, helping businesses save money.

TCN’s outbound technology supports automated time-of-day dialing which helps users connect with their agents anytime and anywhere in the world. TCN also caters to mobile SMS services, providing the AgentSMS feature which helps agents quickly respond to customer needs and alerts individuals of emergencies. The platform safeguards and automates call center compliance against the TCPA (Telephone Consumer Protection Act). TCN is a manual-dial-only platform that allows agents to place calls on their own terms and approve phone numbers without the need for initiatives and separate campaigns.

TCN supports and records all calls centrally on a server. The calls can be accessed by auditors and are used to promote process compliance and quality assurance. TCN easily integrates with existing CRMs, and replaces IVR, phone and PBX solutions. It also provides historical grids, charts and graphs on relevant data and allows call centers to export raw data for refinement.
www.tcn.com

Pricing

Pricing options
Value for money
View Pricing Plans

Devices

Business size

S
M
L

Markets

United States, Australia, Canada, Europe

Supported languages

English
TCN screenshotCloud Software for the Modern Contact CenterTCN screenshotTCN screenshot: Users can upload their contact list, choose a template, then schedule their calls to get startedTCN screenshot: Users can manually approve calls with TCNTCN screenshot: Check client info, IVR data and responses all from one, central screen

TCN reviews

Excellent
4

Very good
5

Average
0
Poor
0
Terrible
0
Value for money
Features
Ease of use
Customer support
  4.6
  4.1
  4.0
  4.8
Matt Kiefer

Cloud Dialer - Leader of the Pack

Used daily for 2+ years
Reviewed 2019-02-05
Review Source: Capterra

The ability to work with us and create an IVR payment system with our software and tweak performance along the way creates a life-long customer.

Pros
I have used TCN for years and it is a great company that stays on top of the latest trends in technology and communication preferences. Love the ATDS and the manually-assisted calling (MAC) application to navigate TCPA concerns. Now with SMS rolled into one platform and IVR payment functionality....great product!

Cons
WHen MAC was first rolled out, you had to have some collectors on the ATDS and some on MAC- not very efficient. But now you can everyone on MAC and have the calls roll from ATDS to MAC while working in MAC for accounts where you don't have consent to call cells. Very efficient!

Response from TCN


Thanks Matt. Your feedback has been shared with development team.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Likelihood to recommend: 10/10

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Vincent Mazza

Effective & Easy to Use Hosted Dialer with Great Support

Used daily for 2+ years
Reviewed 2018-04-17
Review Source: Capterra

Effective, hosted dialing solution. Easy to set up and fix call routing, IVR, etc. I'd recommend.

Pros
Great support and assistance getting set up. Dialers are VERY involved, so this is a great add-on. They provide a lot of great ongoing service as well such as with changing scripts/routing, learning new features and even recording things for you. The interface is a little dated but is feature rich. They have a solution for just about everything you can think of. The pricing is good as well. The reporting is also pretty great and we combine a lot of their automated reporting features with our GoAnywhere MFT software to have effectively built a full integration with our system of record. I've used TCN at two companies and have been very satisfied in both cases.

Cons
If you use a click to dial / manual environment, some of the user admin features are disabled. This means you're beholden to support for simple things such as adding a new user.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Likelihood to recommend: 9/10

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Yvonne Rem

Not the Most Positive of Reviews

Used daily for 1-2 years
Reviewed 2019-03-06
Review Source: Capterra

It seems to have excellent potential. It is good during the call itself (except for sound quality), but the documentation process is onerous.

Pros
This software seems easy for users to click to transfer, hold and resume. Calls are recorded for quality. Seems flexible in some ways for bundled/complementary service (with ISSI).

Cons
The GUI scrolls to the bottom over and over use rather than situating at the top for a new call. There are FAR TOO MANY fields to use or to have to skip over. Topics and SubTopics (documenting calls) are VERY unwieldy and far too challenging to adequately review for real time selection (and this is for my portion that has a GENEROUS 2 minutes) to complete required fields. Too numerous and too much replication. A selected topic should predicate a separate list of subtopics rather than repeating all in both section. VoIP sound quality is poor. With many interpreted calls it can be time consuming.

Rating breakdown

Ease of use
Features

Likelihood to recommend: 5/10

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Stephanie Work

LOVE, LOVE LOVE TCN!!

Used daily for 2+ years
Reviewed 2019-02-07
Review Source: Capterra

TCN allows my reps to take and make more calls than usual. It gives me daily reports as to the work performed. The service and response time is excellant. The TCN reps are absolutely willing to help without any attitude even when I am having a hard time following or asking the same questions.

Pros
I like the easy set up for campaigns. I appreciate the little maintenance that is required throughout the day. I like the noise the campaigns creat on floor with all the incoming calls it creates.

Cons
There is a lot I still do not understand or utilize. Sometimes the intricate ins and outs make it difficult to follow and understand.

Response from TCN


Thanks for the great feedback! Your feedback has been shared with development team.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Likelihood to recommend: 10/10

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Ken Rowen

Administrative Director of Operations

Used daily for 2+ years
Reviewed 2019-03-04
Review Source: Capterra

TCN has been a fantastic partner to my company for many, many year. Have also used TCN with a prior employer and have nothing but positive things to say about TCN.

Pros
The software is very reliable with minimal downtime. The data is consistently accurate. As good as the software is, the supporting team from TCN is even better.

Cons
Would like functionality to set different rules for limiting contact frequency for a phone number so that a client like me can have X days for client ABC and Y for client DEF or based upon account strategy.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Likelihood to recommend: 10/10

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TCN pricing

Pricing options
Free trial
Subscription
View Pricing Plans

Contact TCN for pricing information.

TCN features

API
Activity Dashboard
CRM Integration
Chat
Knowledge Base Management
Monitoring
Reporting & Statistics

Automatic Notifications (93 other apps)
Contact History (74 other apps)
Customizable Branding (99 other apps)
Email Integration (91 other apps)
Instant Messaging (89 other apps)
Multi-Channel Communication (92 other apps)
Real Time Monitoring (67 other apps)
Self Service Portal (67 other apps)
Social Media Integration (83 other apps)
Support Ticket Management (72 other apps)
Surveys & Feedback (83 other apps)
Third Party Integration (117 other apps)
Workflow Management (77 other apps)

Security and privacy

Encryption

Encryption of sensitive data at rest
HTTPS for all pages

Access control

Multi-factor authentication options
This will ask you to sign in with LinkedIn

Additional information for TCN

Key features of TCN

  • APIs
  • Advanced search & filtering
  • Agent display
  • Agent transfer & conferencing options
  • Agent triggers
  • Alternate time of day dialing
  • Answering machine hang-up
  • Auto dialer
  • Auto-pacing & timers
  • Auto-payment portal
  • Automate call distribution
  • Automated DNC list population
  • Automated notices
  • Blended call center
  • Built-in telephony
  • Business intelligence reporting
  • CRM integrations
  • CTI
  • Call interception
  • Call logging
  • Call recording storage
  • Chat/messaging system
  • Conditional/sequential dialing
  • Custom agent scripting
  • Custom messages
  • Data transfers
  • Decision blocking
  • Digital notepads
  • Full PCI redaction
  • Healthcare services suite
  • In-house collections
  • Inbound call center
  • Interactive SMS suite
  • Interactive voice messaging
  • Interactive voice response
  • Live call monitoring
  • Manager dashboards
  • Manual dialer
  • Manually approved calling
  • Multi-tenant account access
  • Outbound call center
  • Preview dialing
  • Progressive dialer
  • Quality management
  • Quality monitoring
  • Queue management
  • Queued callback
  • Real-time cell phone scrubbing
  • Real-time chat
  • Real-time reporting & statistics
  • Redialing busy or no-answers
  • Remote accessibility
  • Reporting/analytics
  • Response capture
  • Rotating messages
  • Speech analytics
  • Tagging & commenting
  • Text to speech
  • Traffic/volume forecasting
  • Transcript visualization
  • Voice broadcasting
  • Voice message distribution
  • Voicemail delivery
  • Workforce management
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Benefits

• TCN’s inbound solutions provide skill-based call routing, reliable redundancy-backed systems and custom logic technology to ensure that clients can approach the right agent without wasting any time.

• Managers are able to monitor campaigns, agents and performance indicators using TCN’s comprehensive dashboard.

• TCN blends agents from inbound and outbound processes to help increase client contact rates by 20 to 50%.

• It provides segment groups, portfolios and customers for client-specific compliance and reporting.

• Call centers using TCN can analyze real-time metrics through various types of dashboards.