TCN Reviews

Pros

It offers a very broad set of features and what stands out is how deeply configurable they are. A lot of thought seems to have gone into how everything was designed. Business Insight is easily my favorite tool because of how much data it gives us and how precisely we're able to shape it around our needs.

Cons

A few features get pushed to our instance without any update in the newsroom and at times they feel unfinished. The clearest example that comes to mind is Conversations, where the BI data comes back incorrectly. There have also been multiple changes to Business Intelligence filters, including one filter function whose definition I reported as not working, only to see the description completely changed the following week without any notice. In the Learning Center some pages are blank or still have placeholder content which makes rolling out new features harder than it should be. Backoffice also only allows one browser session at a time so I end up signing in with multiple accounts just to work in different areas at once, like keeping one page open to view an IVR template while using another to recreate parts of it manually since cloning isn't available.

Pros

One thing that really stands out about the Legacy Analytics platform is how versatile it is especially when it comes to building dashboards. Even with the limitations we're aware of, it still delivers strong value and remains very effective for our day to day operational needs. On top of that the ongoing support and responsiveness from their team has been outstanding and makes a real difference for our team.

Cons

An area that continues to hold us back is the lack of an option to generate and download reports directly from the Backoffice Tool which affects workflow efficiency. We've also noticed that the automated daily reports regularly leave out data from the final day of the month. When it comes to historical reporting, having to manually create a separate report for each month feels outdated and far from what current operational demands require. The campaign follow up overview in the Backoffice Tool also feels quite old fashioned and offers very limited customization. In addition, the inability to access historical data older than two years creates a serious operational issue.

Pros

Getting all kinds of data from it is very simple and it can generate highly detailed reports.

Cons

The user interface is a bit more complex than some other products.

Pros

This platform is very easy to get started with. The agent interface is simple to navigate and it doesn't take long to train agents on how to use it effectively.

Cons

One inconvenience is having to switch back and forth between the Organization tab and the Back Office tab although it's encouraging to see ongoing updates aimed at cutting down on that extra step.

Pros

Connecting it with RealGreen Service Assistant has been really convenient and I can handle the full setup directly from there.

Cons

Over the past few years, there have been quite a few required changes to the login process.

Pros

The customer service has been top notch and there haven't been any extra costs either.

Cons

Honestly, I haven't run into any issues at this point.

Pros

Running mass text campaigns to our customer base has worked really well with this service. Whenever I had questions, the customer support team was consistently helpful and responsive.

Cons

Getting started was a little confusing at first and I ended up needing a walkthrough with a representative to understand how to use it properly.

Pros

This is very simple to use, whether you're handling the admin side or working as an agent making calls. Their customer support team has also been excellent whenever needed.

Cons

Something I'd change is the recording retention period. I wish call recordings were kept available for a longer time before extra charges start applying.

Pros

Instead of hiring someone, I can just use this tool and use it to handle the work. It also offers a wide range of features, more than I'll probably even be able to use.

Cons

There's nothing negative to mention.

Pros

Getting it deployed was pretty easy and the interface was simple to teach to new reps.

Cons

It's still very early in the process so I'd need more time to explore before giving any real critiques.

Pros

Working with it has been a really positive experience. Their customer service is the best I've dealt with in this industry and anytime something comes up, their team responds quickly and stays on top of it. The dialer itself has also been excellent and training our collections department to use it didn't take long.

Cons

The biggest challenge has been figuring out which algorithm works best for our team since performance can vary and some days are better than others.

Pros

It has done a really good job becoming more integrated and adaptable over the years and that's something I've genuinely appreciated.

Cons

TCN's BI side could still use more export customization especially with better looking templates and options like adding logos to specific templates.

Pros

The call recording feature does exactly what I need and the playback works really well.

Cons

Interface feels too complicated and it's difficult to narrow search results down to just one specific branch or team.

Pros

Everything feels user friendly and it's easy to access across all devices.

Cons

Occasionally it hangs during calls which can make things difficult.

Pros

Right from the start, the support team has been fantastic. Getting help with setting up call functions through this software has been a much better experience than what I've had with other companies.

Cons

There are probably still some features or options I don't know about yet that could make the experience even better for me.

Pros

Sending texts and making phone calls through it helps us get information out to customers quickly and it feels like good value for the money.

Cons

One frustrating part is having to switch back and forth to manage conversations when customers reply to the automated text line. It also took quite a while earlier this year to get our number approved for texting.

Pros

This platform has worked really well for us from the start. Being able to adjust call speed before a campaign goes out and even while calls are in progress is a huge plus. It also produces the reports we need to track performance and manage our calling activity effectively. The call recording feature is simple to use and both the email and texting functions have been very reliable too.

Cons

Getting a call or text campaign out the door can be confusing at first. The setup flow isn't very user friendly since you have to create the call, then build the template, attach it and only after that send everything out. There's definitely a learning curve when you're just getting started.

Pros

It has been a really good system for me and I appreciate a lot of its features. The pause button is especially useful since it lets me switch my status when I'm on a call, at lunch, on break, in a meeting or in training.

Cons

The part I like least is that it occasionally stops working and shows an error which means I have to restart the system.

Pros

The software offers a lot of flexibility with multiple functions that make it useful in different situations. When it was first rolled out, we only needed a brief tutorial and were able to start using it right away without any trouble.

Cons

Every now and then, it logs you out by itself and sometimes that even happens while you're on a call. We also run into occasions where transferring calls just doesn't work.

Pros

Reporting tools and overall usability make this product a better choice than competing options.

Cons

It's interface feels outdated and it can be hard to clearly distinguish between teams.