Workforce Engagement (WEM) — WFM + WFO
Workforce Engagement Management bundles Workforce Management (forecasting, scheduling, intraday adjustment) and Workforce Optimization (quality monitoring, performance management, agent coaching).
Free Advisory
Fibi sources TCN Workforce Engagement (WEM) at no cost to you. Our advisory is funded by the carrier.
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Post-Sale Support
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TCN Operator — Cloud Contact Center Omnichannel
TCN Operator is TCN's Cloud Contact Center platform delivering omnichannel customer communications across voice, email, and SMS/text from a single environment — for contact centers consolidating a multi-vendor channel stack.
Outbound Voice & Multi-Mode Dialer
Outbound voice and dialer functionality inside TCN Operator — supporting the dialer modes that high-volume outbound operations depend on for productivity and contact rates.
IVR — Self-Service Routing & Information Capture
Interactive Voice Response inside TCN Operator allows callers to route themselves, capture identity, look up account information, and complete routine self-service workflows before reaching an agent.
Speech IVR — Natural-Language Self-Service
Speech IVR layers natural-language input on top of standard IVR — callers speak their intent rather than navigating touch-tone menus — for environments where touch-tone IVR has hit its containment ceiling.