TCN —
Omnichannel Contact Center & Outbound Dialing Platform

TCN is a cloud-based contact center platform delivering omnichannel communications (voice, email, SMS), outbound predictive dialing, IVR, and analytics for contact centers in financial services, healthcare, collections, and mid-market industries. TCN is particularly well-suited to high-volume outbound operations — debt collection, appointment reminders, billing outreach, patient communication — where predictive dialing, TCPA compliance tools, and omnichannel reach improve contact rates and operational efficiency. Fibi sources TCN alongside other CCaaS and contact center platforms at no cost to you.

TCN provides outbound predictive dialing, TCPA human intervention dialing, direct drop voicemail, and automated outbound campaign management. The predictive dialer uses call pacing algorithms to maximize agent talk time by dialing multiple numbers simultaneously and connecting answered calls to available agents. For TCPA compliance, TCN's human intervention dialer provides the manual call initiation capability required for cell phone outreach under TCPA regulations. Direct drop voicemail allows pre-recorded messages to be delivered to voicemail without ringing the called party's phone — used in debt collection, appointment reminders, and marketing campaigns.

TCN Operator delivers omnichannel communications via voice, email, and SMS text — allowing contact center agents to interact with customers on their preferred channel within a single agent desktop. Inbound and outbound contacts across all channels are managed through a unified interface, with interaction history and customer context available regardless of which channel a contact originated on. For contact centers transitioning from voice-only operations to omnichannel, TCN provides the channel expansion without requiring a full platform replacement or the licensing complexity of large enterprise CCaaS vendors.

TCN provides IVR (Interactive Voice Response) and speech IVR for both inbound call routing and outbound self-service campaigns. IVR is used for inbound call handling — routing callers to the right queue or agent based on menu selections, account verification, or speech input — and for outbound self-service where an automated call delivers information or collects responses without agent involvement. For contact centers running high-volume outbound campaigns, self-service IVR reduces the agent headcount required to deliver information at scale — used in payment reminders, appointment confirmations, and survey collection.

TCN provides real-time dashboards and historical reporting for contact center performance monitoring. Supervisors have access to live agent activity, queue status, campaign progress, and call metrics — including handle time, abandonment rate, contact rate, and agent utilization. Historical reporting covers agent performance, campaign results, call recording review, and compliance reporting. The analytics environment supports both operational monitoring for supervisors managing live contact center floors and management reporting for evaluating campaign effectiveness and workforce efficiency.

No. Your agreement is directly with TCN. Fibi provides independent advisory at no cost — evaluating TCN alongside other CCaaS and contact center platforms based on your call volume, outbound dialing requirements, channel needs, and industry vertical. Fibi's advisory is funded through the standard vendor channel, with no impact on your contract terms or service.