TCN Unveils How AI-Powered Solutions Redefine Contact Center Efficiency
"AI is and will continue to shape how businesses are organized, managed, operated and optimized," said Jesse Bird, chief technology officer at TCN. "While AI will grow to be a key component of your contact center, it is an enhancement to your current software, not a replacement. As you incorporate more AI into your system, you must learn where it can be used and then decide where it should be used."
Elevating Your Contact Center with AI: Three Key Use Cases
TCN's AI-driven solutions address core pain points within contact centers, providing more efficient and reliable solutions that augment, rather than replace, human expertise. Our key use cases include:
Agent Augmentation: AI enhances individual agent performance by providing real-time coaching, automating call summaries, and delivering next-best action guidance. This empowers agents to handle interactions more efficiently and effectively.
Reporting and Decisioning: AI transforms operational insights through intelligent risk segmentation, optimizing resource allocation, and automating compliance checks to ensure regulatory adherence and minimize risk.
Automated Routine Tasks completion: By automating repetitive inquiries and common transactions, TCN's AI-driven solutions improve overall operational efficiency and reliability, freeing human agents to focus on complex, high-value customer needs.
TCN's AI-Enhanced Product Suite
AI is deeply embedded across TCN's flagship platform, TCN Operator, bringing advanced capabilities to every facet of contact center operations. Businesses can now take advantage of AI across a wide range of TCN solutions:
Agent Assist: Guides agents with AI by generating suggested follow-up schedules and real-time response suggestions to enhance interactions.
Chat: Optimizes processes using AI chatbots to manage diverse customer inquiries and provide instant support.
Email: Employs AI to automate customer service by managing frequently asked questions and processing transactions.
Inbound Solutions: Leverages AI voicebots to automate phone interactions, enabling natural conversations and decreasing customer hold times.
Interactive Voice Response (IVR): Automates call routing with AI, helping customers navigate IVR, improving access and cutting consumer hold times.
List Management Services: Automatically analyzes import headers for field types with AI, saving time and reducing errors across all CRM data storage.
Outbound Solutions: Optimizes agent efficiency with AI that monitors hold queues and provides real-time alerts when parties become available.
Predictive Dialer: Runs tests and gets feedback before launching a campaign with the help of AI, analyzing settings and potential results.
SMS: Automates customer service with AI, handling tasks from FAQs to transactions, freeing agents for complex tasks.
Workforce Management: Enhances strategy with AI-powered forecasting, enabling optimal staffing levels and lowering labor expenses.
Workforce Optimization: Uses AI to auto-evaluate conversations to identify compliance risks and summarize agent interactions.
"Implementing AI into your contact center may seem complex, but TCN makes it simple," added McKay Bird, marketing director for TCN. "Our goal is to help businesses easily reap all the benefits of AI, from optimized efficiency to enhanced customer experiences, without worrying about the technicalities. We invite businesses to connect with us to explore how TCN's AI solutions can best address their unique challenges and elevate their contact center."
To learn more about how TCN's AI-powered solutions can transform your contact center operations, visit www.tcn.com/call-center-solutions/ai/
About TCN
TCN is a global leader in cloud-based contact center solutions for accounts receivable management (ARM), healthcare providers, enterprises, contact centers and BPOs. TCN's comprehensive suite includes omnichannel solutions, automation, predictive dialers, IVR, Click2Pay, compliance solutions and real-time analytics, driving operational efficiency and customer satisfaction.
TCN promises immediate access to the latest TCN Operator platform, facilitating seamless scalability. With a commitment to excellence and a dedication to meet evolving business needs from start to finish through industry-leading customer service, TCN continues to redefine the contact center landscape. For further details, visit www.tcn.com.
View original content to download multimedia:https://www.prnewswire.com/news-releases/tcn-unveils-how-ai-powered-solutions-redefine-contact-center-efficiency-302509381.html
SOURCE TCN, Inc.
Hashtags
Try Our AI Features
Explore what Daily8 AI can do for you:
Comments
No comments yet...
Related Articles
Digital Trends
a few seconds ago
- Digital Trends
Google's AI Mode is quietly turning search into a productivity tool
Google Search has been one of the primary gateways to information on the internet, but it's about to evolving into something more. With the latest set of features being added to AI Mode, Search will no longer be just a tool for finding links or information, but an assistant that can help you organize, understand, and act on that information. Instead of just answering questions, AI Mode is being transformed into what seems to be a helpful workspace. It will soon support you through complex documents, explain visuals, and even help with multi-step tasks. With the addition of these new tools, Google is slowly changing how search works by helping you do more than just find information. What's new in AI Mode A handful of new capabilities are being introduced that expand what AI Mode can do particularly on desktop browsers, where users often juggle multiple tabs, files, and formats during more complex workflows. PDF and image uploads for context-aware queries AI Mode on desktop will now support uploading PDFs and images which will allow users to ask questions about the content in those files and receive web-informed, AI-generated responses. Recommended Videos Imagine having a research report or technical manual in front of you. Instead of searching for terms manually, you can now upload the file, highlight a section, and ask, 'Can you explain this further?' The AI will analyze the document and return contextually relevant explanations, along with links for deeper reading. Support for additional file types, including those from Google Drive, is expected in future updates expanding this capability to more kinds of content. Canvas for task planning and organization Another interesting addition is Canvas, that allows users to create and refine plans in a persistent, editable side panel. It's a tool designed for tasks that span multiple sessions like project planning, research outlines, trip itineraries, and more. The system will let you iterate in real time, ask AI Mode to draft a plan, make changes through follow-up prompts, and organize the results visually in the side panel. Users will also be able to upload their own files, like meeting notes, to help personalize the output. Canvas essentially helps you stay organized and make progress across sessions, documents, and devices. Search Live: AI conversations with visual input Perhaps the most technically ambitious update is Search Live, which integrates Google's camera-based Lens tool with AI Mode to deliver real-time, conversational help based on what your camera sees. Whether it's a diagram, a schematic, or a physical object, you can point your phone's camera at it and start a conversation. The AI interprets the visual data, offers insights, and even lets you refine questions, creating a kind of live tutoring or troubleshooting session, powered by AI and the web. This feature is based on Google's Project Astra work, and is being rolled out on mobile in the U.S. for users enrolled in the Labs experiment. AI Mode in Chrome: Smarter browsing, fewer tabs For desktop users, AI Mode is getting more closely integrated into Chrome. Soon, you will be able to click 'Ask Google about this page' from the address bar, which will launch Lens and the AI assistant to help you understand whatever is on your screen, whether it is a complex chart, a technical section, or a difficult diagram. You can even ask follow-up questions directly in the side panel, making it easier to explore a topic without switching tabs or starting a new search. This could change how people interact with web content and with Google itself. A more useful, less interruptive AI? There's no shortage of AI tools that come with a promise to boost productivity. But where many require a full switch of platforms or behavior, AI Mode is being embedded into existing habits including Search, Chrome, and Lens. Rather than pitching itself as a digital co-pilot or assistant with a personality, Google is trying to make AI Mode feel more like a context-aware layer for everyday digital tasks. Upload a file, ask a question, build a plan, check in later, all within the browser or the search bar. Google says that it is gradually rolling out these features to AI Mode, with some already available in early access for users who have joined the AI Mode Labs program.
Business Wire
a few seconds ago
- Business Wire
Retailers Are All-In on AI - But Disconnected Data Threatens Progress
SEATTLE--(BUSINESS WIRE)-- Amperity, the leading AI-powered customer data cloud, today released its 2025 State of AI in Retail report, a new survey highlighting how retail businesses are rapidly embracing AI, but often lack the foundational data infrastructure needed to unlock its full potential. "Retailers are leveraging AI to deliver more adaptive, personalized customer experiences powered by high-quality, unified customer data,' said Tapan Patel, research director at IDC. The survey of 1,000 retail professionals across marketing, IT, data and executive leadership reveals that 45% of retailers are already using AI daily or several times per week, and 97% plan to maintain or increase their AI investment in the coming year. However, only 11% say they're fully prepared to deploy AI tools at scale. 'Retailers believe in AI's potential to drive loyalty and lifetime value — but belief alone won't close the gap between ambition and execution,' said Tony Owens, CEO of Amperity. 'What's needed is unified, actionable customer data - regardless of where it resides. With Amperity's patented identity resolution, retailers can unify data without moving it, transforming fragmented records into complete customer profiles that fuel AI and measurable business results.' Customer-Facing AI: The Missed Opportunity While 63% of retailers believe AI will improve customer loyalty and 65% expect it to increase customer lifetime value, only 43% are currently using AI in customer-facing applications such as personalization, chatbots or tailored marketing experiences. In fact, just 23% are using AI in production to resolve customer identities or prepare data for marketing use, indicating significant untapped potential in customer engagement strategies. CDPs Are Accelerating AI Maturity Retailers with a customer data cloud (CDC) aren't just slightly ahead - they're moving at a different pace entirely: 60% of CDP-equipped retailers use AI daily or several times per week (vs. 29% without a CDP) 35% use AI in production to prepare data for marketing or analytics (vs. 9% without a CDP) 22% report full AI adoption across multiple business units (vs. 10%) These retailers are also far more confident in their ability to understand and act on customer behavior, reinforcing the CDP's role as a critical enabler of enterprise AI strategy. 'This survey highlights a pivotal shift in retail: AI is moving decisively from experimentation to scaled execution. Retailers are leveraging AI to deliver more adaptive, personalized customer experiences powered by high-quality, unified customer data,' said Tapan Patel, research director at IDC. 'Retailers who integrate AI into core workflows—across supply chain, merchandising, and engagement—are setting the new standards for customer experience in an increasingly dynamic market.' Data Gaps and Technical Barriers Persist Despite high levels of optimism, the report reveals several key barriers: 58% of respondents say their customer data is fragmented or incomplete 46% cite high costs of AI tools as a top challenge 35% note limited technical expertise Only 21% are 'very confident' in their ability to understand and act on customer data. Amperity helps retailers close the gap between AI ambition and execution. By unifying fragmented customer data, resolving identities with precision, and making insights accessible across the business, Amperity gives retailers the AI-ready foundation they need to move faster and compete smarter. Built for enterprise scale and privacy-conscious activation, Amperity's Customer Data Cloud turns data into a growth engine—powering personalized experiences, smarter decisions, and measurable ROI. Get the full 2025 State of AI in Retail report to learn how leading retailers are using customer data to close the gap between AI potential and business results. About Amperity Amperity's Customer Data Cloud empowers brands to transform raw customer data into strategic business assets with unprecedented speed and accuracy. Through AI-powered identity resolution, customizable data models, and intelligent automation, Amperity helps technologists eliminate data bottlenecks and accelerate business impact. More than 400 leading brands worldwide, including Virgin Atlantic, Dr Martens, Wyndham Hotels & Resorts and Reckitt rely on Amperity to drive customer insights and revenue growth. Founded in 2016, Amperity operates globally with offices in Seattle, New York City, London, and Melbourne. For more information, visit or follow us on LinkedIn, X, Facebook and Instagram.
Business Wire
a few seconds ago
- Business Wire
Skild AI Provides First Look at Its General-Purpose Robotic Brain
PITTSBURGH--(BUSINESS WIRE)-- Skild AI, an AI robotics company building a scalable foundation model for robotics, today released a never-before-seen look at its results. The video highlights the company's early progress in scaling the capabilities of Physical AI—its shared, general-purpose brain that's designed for a diverse embodiment of robots, environments, and tasks. 'Robotics is marred by Moravec's paradox: the hard problems are easy and the easy problems are hard. A lot of current robotics models focus on tasks that are hard for humans and easy for robots: dancing, kung-fu, because they are free-space actions and do not require any generalization,' said Deepak Pathak, CEO and Co-Founder of Skild AI. 'Skild AI models can not only solve these easy tasks but also solve everyday hard tasks such as climbing stairs even under adversarial conditions, or assembling fine-grained items, which require vision and reasoning about contact dynamics.' Abhinav Gupta, President and Co-Founder of Skild AI, said, 'Unlike other groups that focus on a vertical approach (focus on a single robot, or single task), Skild AI showcases the general purpose nature of Skild's Brain: the same brain can be adapted to different tasks and different robot morphologies. From quadrupeds to humanoids, from table-top arms to bimanual AMRs; from home tasks such as dishwashers to physically challenging tasks such as climbing slippery slopes—Skild Brain is a one-stop AI Model for all different robot forms.' The released video also highlights that Skild Brain is robust and has enough generalization to co-exist with humans. Skild Brain is not only safe around humans (thanks to end-to-end AI models, which are trained to apply low forces), but it is also highly adaptive to disturbances and human interactions. This feature has often been limited or missing in other AI models. The data puzzle One of the biggest challenges in building a robotics foundation model is the lack of any large-scale robotics data, and collecting real-world data using hardware is slow and prohibitively expensive. Skild AI has tackled this challenge head-on: achieving scale by leveraging large-scale simulation and human videos on the internet to pre-train its foundation model at scale. Skild AI post-trains this foundation model with targeted real-world data to deliver working solutions to its customers. Skild trains models that can work across different morphologies, including human data, vastly expanding the available training set. This has enabled Skild to build a truly physical foundation model, which can work on quadrupeds, humanoids, tabletop, and mobile manipulators. Trained on diverse data, tasks, and hardware, Skild's general-purpose brain is fine-tuned and distilled to meet deployment needs. The team Skild AI's team has been behind key robotics breakthroughs such as self-supervised learning, curiosity-driven exploration, large-scale imitation, sim2real locomotion, parkour, dexterous manipulation, learning from internet-scale video, and more. Team members have also built production-ready systems at Anduril, Tesla, Nvidia, Meta, Kitty Hawk, Google, Everyday Robotics, and Amazon. Skild AI is backed by investors including Lightspeed Venture Partners, Coatue, SoftBank Group, Jeff Bezos (through Bezos Expeditions), Felicis Ventures, Sequoia, Menlo Ventures, General Catalyst, CRV, Amazon, SV Angel, and Carnegie Mellon University. Investor Quotes Stephanie Zhan, Partner at Sequoia: 'Skild is the emerging market leader, defining the frontier of general-purpose intelligence capabilities in robotics. Deepak and Abhinav's life's work is to bring superintelligence to our physical world, and deliver real impact with customers in real-world applications. The trajectory of our progress is once-in-a-lifetime.' Raviraj Jain, Partner at Lightspeed: "Skild's foundation models are truly generalizable across form factors, already showing emergent capabilities and are extremely robust - they represent a new paradigm in embodied AI. Unlike several other robotics demos that are often overfitted for the specific demo environment, Skild robots truly work 'in-the-wild,' safely navigating and co-existing with humans." Sri Viswanath, Head of Coatue Ventures: 'Skild AI has built a brain for every robot, trained on vast simulated and real-world data. I believe its rapid progress shows robots are about to transform every industry and sets a bar the rest of the field is still chasing.' About Skild AI Founded in 2023 by two pioneers in the field of self-supervised and adaptive robotics, Skild AI is building a scalable foundation model for robotics that serves as a shared, general-purpose brain across diverse robot embodiments and a variety of real-world applications. The company has offices in Pittsburgh and the San Francisco Bay Area. For more information, visit
