Most popular features of all Customer Service & Support apps
10 reviewers had the following to say about TCN's features:
Effective, hosted dialing solution. Easy to set up and fix call routing, IVR, etc.
Pros
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.
Cons
This means you're beholden to support for simple things such as adding a new user.
Rating breakdown
Time used: 2+ years
Frequency of use: Daily
Likelihood to recommend
Pros
The ability to monitor length of time the reps remain on a certain status.
Cons
The inability to receive a message from the reps.
Rating breakdown
Time used: 1-2 years
Frequency of use: Daily
Likelihood to recommend
Overall is good and needs improvement on user experience and mobile channel.
Pros
The functionality and features are very good and useful.
Cons
user experience needs to be improved and mobile channel will be a good option.
Rating breakdown
Time used: Less than 6 months
Frequency of use: Monthly
Likelihood to recommend
It gives me daily reports as to the work performed.
Pros
I like the easy set up for campaigns.
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.
Rating breakdown
Time used: 2+ years
Frequency of use: Daily
Likelihood to recommend
Thanks for the great feedback! Your feedback has been shared with development team.
Reaching consumers
Pros
Continuous improvement and development- company is innovative and is always moving forward. Reports can be emailed daily.
Cons
Reports can be cumbersome looking with a lot of fields that are not necessarily helpful but what you need you can get- just spend some time with help desk customizing them.
Rating breakdown
Time used: 2+ years
Frequency of use: Daily
Likelihood to recommend
I use TCN to call all our customers in advance of their upcoming service dates.
Pros
I've been using TCN for only 4 months now and it's made my job as a dispatcher a lot easier. My second favorite part is the speed in which things get done.
Cons
The only real con about it is that I didn't know about it sooner.
Rating breakdown
Time used: Less than 6 months
Frequency of use: Daily
Likelihood to recommend
It seems to have excellent potential. It is good during the call itself (except for sound quality), but the documentation process is onerous.
Pros
Seems flexible in some ways for bundled/complementary service (with ISSI).
Cons
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.
Rating breakdown
Time used: 1-2 years
Frequency of use: Daily
Likelihood to recommend
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
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
Time used: 2+ years
Frequency of use: Daily
Likelihood to recommend
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.
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!
Rating breakdown
Time used: 2+ years
Frequency of use: Daily
Likelihood to recommend
Thanks Matt. Your feedback has been shared with development team.
One of the best companies we have ever worked with
Pros
Hands down have the best customer service we have encountered from any vendor as far back as i can remember.
Cons
I do not have anything i could possible complain about. TCN tackles any issues we may be experience with flash gordon like speed.
Rating breakdown
Time used: 2+ years
Frequency of use: Daily
Likelihood to recommend
