TCN UK, a global provider of a comprehensive cloud-based call centre platform for enterprises, contact centres, BPOs, and collection agencies, has successfully implemented its cloud-based call centre platform after beating the competition in a tender process and wowing its new client.
EP Financial Solutions, based in Glasgow, a subsidiary of Canadian financial solutions provider, Everyday People Financial Corp. (TSX-V: EPF), selected four providers and put them through their paces as part of a tender process.
After making it through every stage, impressing in demonstrations and with the level of client support on offer, TCN, a global provider of cloud-based call centre software won the contract.
Among the reasons EP Financial Solutions said they chose TCN was the speed it could offer in terms of implementation with TCN being able to deliver a fully implemented solution within the aggressive timeframe demanded.
Spencer Taylor, Head of Operations and Sales UK & Eire at TCN, said: “We have around 2000 clients worldwide and being a global company, we have support teams in every time zone, so we can provide support, 24/7. We can allocate multiple resources from our worldwide offices to the set-up for a new client, which means we can implement over extended hours when we need to.
“The UK team were supported on-site in Glasgow by members of the US and Romanian teams who flew in to help successfully implement the platform ahead of schedule.”
EP Financial Solutions is a leading supplier of outsourced Credit Management Services across the UK.
It manages millions of accounts on behalf of its clients and after seeing the demos and presentations, ultimately chose to replace its current call centre software provider with TCN for its circa 130 call handlers.
Debbie Nolan, Managing Director at EP Financial Solutions said it was looking to future-proof our business and we wanted to move to a voice platform that was more flexible and nimble to help keep pace with our dynamic environment. It invited four companies to tender and narrowed it to two.
“We wanted the project to move quickly and wanted the platform to be fully implemented within a six-week period. We also wanted a solution for a unique set-up for remote agents for one of our major clients,” she said.
“During covid our client needed a quick solution to an issue and within the new platform they needed it replicated. TCN managed to get all the configuration completed, tested and signed off two weeks ahead of schedule.
“Thus far, TCN has exceeded our expectations and has certainly lived up to their claims of excellent service and support,” she added.
Spencer Taylor said: “The unified nature of the TCN platform, together with its highly configurable nature, enabled us to complete the set-up, including the remote agent solution in just three-weeks, allowing a further two weeks for training and testing.
“Despite the tight time window, the project was delivered and handed over with two weeks to spare. That is a testament to the system’s design and our ability to draw on additional resources from our US and Romanian teams.”
Craig McKechnie, IT Director at EP Financial Solutions, said he was “very impressed” with how attentive TCN had been throughout the process.
He said: “TCN has been so responsive and covered off all the details. Now that we are using the platform, it has exceeded expectations.
“It has been a really good experience from the entire global team, and we are very confident we have made the right choice.
“We are very happy with the functionality, ease of use, commercials, the whole team, and support. TCN offers a credible proposition for long-term use.
“I have to say that in my 20+ years of experience working with technology partners, it is extremely rare to find a partner who lives up to all the promises that they have made from pitch to implementation and beyond, and TCN have certainly done that so far. The feedback from the supervisors and agents has also been universally positive.”
TCN has more than two decades of experience building cloud-based contact centre systems with thousands of clients worldwide across most continents, handling billions of interactions a year. In addition to the UK and Europe, it has global data centres and offices worldwide, including the USA, Canada, India, and Australia.
