TCN Reviews

Pros

One thing that's been really useful is how clearly it shows which calls were successful and which ones were not.

Cons

What's been harder is figuring out why a call didn't go through successfully or whether it was only marked as "possibly" successful.

Pros

TCN comes with a wide range of features and it has been very beneficial for our company.

Cons

During the onboarding phase, we ran into a few outages.

Pros

Getting collectors up to speed with the agent interface has gone pretty well because the layout is user friendly and simple to navigate. The integration with our collection software also works well, letting us build and upload call campaigns smoothly and then pull the results back into the collection files so account activity is properly documented.

Cons

Some of the more advanced rule setting has been confusing and even after working with technical support, we still have not been able to get certain campaigns to follow the rules we set or tried to set, such as limiting the number of attempts after a phone number is marked invalid. We have also seen the predictive intelligence struggle to tell the difference between answering machines or auto attendants and an actual person. On top of that having more safeguards for time zone compliance would be a valuable improvement.

Pros

Whenever something comes up, the customer support team is excellent and gets it resolved fast which I really appreciate.

Cons

The biggest adjustment has been getting used to the new dialing system after the change.

Pros

Using this has been going great for both agents and managers. The reporting tools make it simple to keep track of everything and the call QA feature is just as convenient to use.

Cons

It's older version used to go down pretty often but the newer version has been much better.

Pros

Access is simpler, there's more information available and it makes things much easier to explain to new starters.

Cons

After a call is completed, it can take a little while before it's recording is available to download so it doesn't work instantly.

Pros

From the support side to day to day use, this has been a really strong fit for our remote call centers. The support team responds quickly and gives accurate help and both the initial setup and adding new call flows are easy to handle and manage. The agent dashboard is also a big plus because it gives managers back that onsite floor visibility when they need to monitor remote staff.

Cons

One thing I'd still like to see is the ability, as a manager, to open the agent app tab, the organization tab and the Backoffice tab all at once.

Pros

Getting started with it was very quick and I've been really happy using it in my current role. It's simple to use day to day and it's also easy to teach to new staff when they join.

Cons

Honestly, there's not much to complain about since it's very simple to use. The only thing I'd change is the loud bleep when first logging on although you do get used to it after a while. Overall, it works very well for our business.

Pros

One feature that really helps is the Queue option. Being able to call patients back in the same order the calls came in keeps everything organized.

Cons

There are times when TCN freezes or the patient suddenly can't hear me. When that happens, I have to fully log out and sign back in which ends up affecting patient care.

Pros

Logging in and getting started with calls is very simple. I can jump in, sign on and begin taking calls right away without any troubl.

Cons

What could make this better is having some kind of alert before a caller comes through, instead of them suddenly being in my ear.

Pros

The campaign auto calling feature is something I really appreciate. It keeps outreach moving without needing extra manual work.

Cons

Something I don't care for is that when patients call back, it sometimes connects the call automatically without any notice.

Pros

Using the predictive dialer has been a good experience overall and the support team is helpful whenever any issues come up.

Cons

The reports still need to be adjusted so they reflect real time data better.

Pros

Everything about this platform feels well thought out, from the product itself to its simple UX/UI. The range of custom integrations and enhancement options is incredible and it's honestly difficult to come up with a strategy or solution that isn't already available right now. On top of that the support team is outstanding. They're quick to respond, professional, courteous and, most importantly, they always solve the issue.

Cons

Honestly, I don't have any complaints at all, I'm only adding this because the response needs to be long enough.

Pros

Whenever I call, there's always someone available on the line and the response is quick.

Cons

It would be helpful to have the ability to call different insurance companies.

Pros

Each time an issue comes up, TCN's customer service is fantastic. Their team responds quickly and has been very helpful whenever I've needed assistance with setup or making changes.

Cons

I'd really like longer access to recorded calls. Having to download them every day and save them somewhere else is pretty inconvenient.

Pros

Compared with other platforms, this software offers nearly all the same features at a much more affordable price. The part I appreciate most is being able to contact our rep anytime and get a quick response. That was not the case with previous providers and delays on their side could hold up new development or even affect revenue. Another big plus is reliability as there has been very little downtime especially compared with the regular outages we dealt with from a much larger competitor.

Cons

There's nothing to complain about right now.

Pros

From the manager's side, there's a lot of valuable insight available and plenty of visibility into what's going on.

Cons

The layout still needs improvement because it can feel cluttered, scattered and like there's too much happening at once.

Pros

Getting through work queues is quicker with the auto dialer which has been really helpful for speeding things up.

Cons

A downside is that some calls are showing up to patients as spam which can make it harder for them to answer.

Pros

Being web based is a big advantage since I can use it from any device without any hassle. I'm also really happy with the overall functionality of the auto dialer.

Cons

Honestly, I'd love to see better support for combining multiple broadcasts, along with a way to view the merged data and select date ranges under Reports in the Backoffice.