TCN Announces Integration Partnership with CallMiner, Enhancing Its Cloud-Based Contact Center Platform with Speech Analytics

TCN, Inc., a provider of cloud-based call center technology for enterprises, contact centers, BPOs and collection agencies worldwide, announced its integration partnership with CallMiner, the award-winning platform provider of speech and customer engagement analytics. Under the partnership, TCN will integrate its advanced cloud-based contact center solution, Platform 3.0, with CallMiner Eureka, the leading speech analytics platform. This integration will enable contact centers to improve call center and agent performance and optimize customer experience, while increasing efficiency and reducing compliance risk.

Offered as TCN Speech Analytics powered by CallMiner, the new call analytics tool captures 100% of contact center conversations, uncovering deep actionable insights into the relationship between contact center agents’ actions and customer satisfaction. TCN Speech Analytics transforms each call into a fully searchable and taggable text transcript with direct links to relevant audio sources in near real time. The highly flexible search engine makes it easy to retrieve calls by searching for words, phrases, acoustic measures (such as silence) or call attributes (such as agent). With speech and customer engagement analytics, contact centers can better monitor, manage and communicate with their customers to improve overall operations.

Fully integrated with CallMiner’s customer engagement and speech analytics technology, TCN’s Platform 3.0 now offers the following key features: 

  • Advanced searching and filtering
  • Contextual call playback
  • Tagging and commenting
  • TopicMiner discovery tool
  • Full PCI redaction

TCN Speech Analytics is hosted on top of TCN’s advanced cloud-based contact center suite, Platform 3.0, a multichannel communications platform designed with productivity and efficiency in mind.

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