From now on, a 50 agents contact center can operate in Romania in 24 hours. The solution comes from TCN, a company that opened the first European hub in Romania.
TCN is a leader in cloud-based call center technology with significant operations in the US, Canada, Australia, the UK, and India. TCN has had activities in or related to Romania for more than 20 years and now has decided to open its first European hub in Romania.
TCN solutions help contact centers in Romania of any size to automate certain processes without the need to invest in specific hardware and with an extremely short implementation time: a contact center of 50 employees can be put into operation in just one day. The solution uses artificial intelligence in voice analysis and automates operator scoring, so TCN technology streamlines operator training and improves their engagement in company processes. Call center compliance is insured by a revolutionary feature called "natural language compliance". The solution also integrates a payment model based exclusively on consumption (pay as you go) without a minimum contract period.
Mr. Victor Marcu – Business Manager TCN, spoke about the challenges in the contact center market in Romania and their solutions in an exclusive interview.
Q: What are the main challenges of the call center market in Romania?
Mr. Victor Marcu: One of the main challenges we see call centers struggling with is the lack of cloud adoption. There are many on-premise implementations in Romania and because these implementations are not scalable, the adaptability and efficiency of the call centers is severely limited. TCN offers easy access to cloud technology through quick and seamless installation and integration, changing the previously required weeks and months for platform adoption and strategy adaptation to mere days.
Q: How does TCN intend to address these challenges?
Mr. Victor Marcu: With the belief that the future lies in cloud-based technology, TCN’s services have always been designed and implemented in the cloud. All you need to use TCN is an internet-connected computer. TCN Operator offers scalability, elasticity and improved security for call centers of any size at an affordable price. TCN works hard to adapt and integrate with local providers to adjust to the local market and business needs with flexible cloud solutions, enabling contact centers to immediately deliver bottom-line results.
Q: What differentiates you from existing competitors in the Romanian call center market?
Mr. Victor Marcu: Top-tier customer service and quick implementation are TCN’s biggest differentiators from other providers. The ability to implement a full contact center platform within days and have constant support from the provider is unmatched. This, coupled with the industry's first no-minimums, pay-per-use commercial model and the software’s capability to scale with and adopt new features to handle market shifts, sets TCN Operator ahead of the competition.
Q: Why did you choose Romania for the opening of TCN's first European hub?
Mr. Victor Marcu: TCN has worked in and with Romania for nearly 20 years, during which time we have found hard-working and well-educated individuals. One of TCN’s core platform architects is Romanian, and TCN has steadily grown its Romanian team over time. TCN has always loved discovering inspirational businesses over the years and hopes to continue finding, working with and advancing these organizations’ goals in the future by providing TCN’s best-in-class contact center technology.
Q: Do you intend to hire more specialists from Romania to develop your business?
Mr. Victor Marcu: Yes absolutely, we are continuing to develop the platform using Romanian/European resources, allowing TCN to grow sustainably and open current positions for technical and operational staff.
Q: What are your business objectives for this year?
Mr. Victor Marcu: In the regions operated by the Romanian office, TCN plans to continue supporting its current clients, adding new clients and partners, and adding an additional 5,000 new agents on our platform this year.
Q: What are the key features of TCN Operator?
Mr. Victor Marcu: TCN Operator is TCN’s next-generation flagship cloud-based platform with a holistic collection of advanced call center tools for driving operational efficiency and productivity. The operator features an intuitive interface and a comprehensive set of easy-to-use, automated agent tools and advanced apps that all work together to boost agent productivity, improve customer experience and allow the monitoring of operations from virtually anywhere. TCN Operator also integrates seamlessly with leading CRMs and APIs, including Salesforce and Zendesk. TCN Operator is highly customizable to meet all the needs of a call center and, when combined with TCN’s no-contract promise, provides maximum flexibility in scaling based on changing business conditions.