Tag Archives: Contact Centres

News

Cloud-based call centre platform, TCN, launches new EU head office as part of global expansion

TCN, Inc., a global provider of a comprehensive cloud-based call centre platform for enterprises, contact centres, BPOs and collection agencies, has officially launched its new EU head office.

The office in Bucharest, Romania was opened on February 1, 2023 with specially invited guests including current clients, representatives of local businesses including Raiffeisen Bank, Generali Insurance, Alpha Bank and OTP Bank and senior TCN executives from the US, EU and UK teams.

Guests heard keynote presentations about TCN and its plans for the future and award-winning products, such as the TCN Operator platform, from Kerry Sherman, executive vice president of business development, Darrin Bird, executive vice president and chief operating officer, Victor Marco, business manager Europe, Adrian Stefan, director of sales and Spencer Taylor, head of UK & Eire operations.

A team of around 10 TCN staff will be based at the EU office, including developers, technical support and operations executives. TCN also plans to expand the office to support the region further.

The team will provide technical support to EU clients and second-tier technical support for UK clients, offering longer support times to clients.

“TCN is based in the US but is rapidly expanding globally,” said Darrin Bird. “We now have a large remit in both Europe and the UK, and it was essential that we open an EU head office to provide greater support to those clients. The EU team will also be working on advancing our products technically. I was delighted to be a part of the day and to talk with so many current and future clients,” he added.

“TCN is already helping to increase overall company call volume and productivity of our clients, while reducing call waiting times, but our software has even greater capabilities and we are excited to be able to advance work on that while having a dedicated home for our support teams here in Europe,” said Victor Marcu.

“The standard of our technical support is just one of their many USPs. It’s an exciting time for the company,” he concluded.

For more information about TCN, visit www.tcn.com

Events, News

TCN to Host Second Annual C3 Virtual User Group Conference for Contact Centre Professionals

TCN, Inc., a global provider of a comprehensive cloud-based call centre platform for enterprises, contact centres, BPOs and collection agencies, will host its second annual C3 Virtual User Group Conference.

The one-day US-based virtual event was such a success last year that this year the number of sessions has doubled to take place over two days. This year’s event, which is open to UK companies, will feature various presentations that aim to educate contact centre professionals on the latest industry trends and practical insights into how TCN clients can use its cloud-based platform to improve operations and provide a better customer experience.

With the theme of “connect, collaborate and communicate,” attendees will have the opportunity to learn alongside other TCN clients while hearing from various motivational speakers, industry experts and TCN executives and product engineers.

The first day of the event will start off with Thurl Bailey, a retired NBA player and motivational speaker who will give a keynote presentation titled, “I see potential in you!” In this session, he will speak on how important those words were to him, particularly as a young man trying to navigate the world around him.

Bailey will discuss the adversities he faced growing up, and how the five words, “I see potential in you,” helped lead him to the success he’s achieved today.

The final session to conclude the conference will be a keynote presentation from Mark Brennan, a partner at Hogan Lovells. Brennan’s presentation will discuss compliance updates, particularly recent federal and state developments that have affected new privacy laws and the nature of outbound calls, texts and other digital communication outlets.

As a global technology and compliance expert, Brennan will also give attendees insight into how they can update their approach to compliance despite these recent changes and how to be adequately prepared for other upcoming trends in 2023.

Additional presentations throughout the two-day event include:

“Modern Challenges of Communicating with Your Clients,” presented by Jesse Bird, co-founder and CTO of TCN; Scott Brownlee, product training and customer engagement at TCN; Sameer Maini, chief executive officer at Collaborationroom.AI; and Josh Ploude, founder and CEO of Aperion Systems.

“Digital Communications: Meet Your Customers Where They Are,” presented by Mike Borden, senior account manager at TCN.

“TCN Product Vision: Delivering a World-Class CX Platform,” presented by Jesse Bird, co-founder and chief technology officer at TCN .

“State of the ACA,” presented by Courtney Reynaud, president of ACA International .

“Workforce Engagement: A Framework for Agent Efficiency,” presented by Chaz Butterfield, senior account manager at TCN and Deon Appelgryn, product engineering manager at TCN .

WHEN/WHERE

Virtual (online)

Date: January 18 –19, 2023

Time: 4pm- 7pm GMT

For more information and to register for TCN’s C3 Virtual User Conference, visit https://www.tcn.com/c3/

For media and industry analysts interested in attending, contact: Jodie Booras at jodieb@gabrielmarketing.com

Appointments, News

IPI announces Sat Sanghera as new CEO

IP Integration (IPI), the digital contact centre specialist, today announced two key appointments to its new executive team, with respected industry leader Sat Sanghera joining as Chief Executive Officer (CEO) and Andy Scopes joining as Chief Operating Officer (COO). The appointments mark the beginning of a new era at IPI, with the new leadership team committed to building on the company’s founding principles– to deliver innovative, cloud-based customer contact centres to its clients, as well as an exceptional working environment for its people.

Sanghera comes to the role with a wealth of experience accumulated during a number of senior leadership positions, including co-owner of DatapointEurope – sold to Sabio in 2017. Over the past year, Sanghera has worked closely with the team at IPI in an advisory capacity. In this time, he played a strategic role in helping the board to refocus the business – building up IPI’s consultancy capability, investing in IPI’s applications development team and championing a cloud first mentality within the business – with Sanghera instrumental in supporting the team to launch IPI’s cloud platform.

“What started out as a two-week advisory engagement, unexpectedly turned into an incredibly exciting opportunity,” said Sat Sanghera, CEO at IPI. “Every good business starts with a great group of people – and IPI has a very loyal and highly skilled team. We want to build on this solid set of foundations and encourage the IPI team to aim higher and succeed together as we evolve the business to better serve our clients.”

Scopes brings more than 20 years of experience to his new role at IPI. He most recently was the VP of Group Operations at Sabio, previously holding senior management positions at Verint, Datapoint, and Avaya. As COO, Scopes is charged with defining IPI’s new service offering, working closely with the development team to carve out a new revenue stream that better serves clients and drives continual improvements across the business.

As part of the new leadership team, Joe Prentis is also named the new IPI Chairman.

“We are delighted to welcome Sat Sanghera and Andy Scopes to our leadership team,” said Joe Prentis, Chairman at IPI. “Sat leads from the front and by example, enacting positive change across the organisation. In the short amount of time he has been with our company, he has fostered a culture built around championing our people and celebrating our clients. I believe our company will be all the stronger with him and Andy at the helm.”

About IPI:
IPI is the UK’s leading digital contact centre specialist, focused on creating intelligent and innovative contact centre solutions that deliver exceptional customer experiences that best meet the needs of its clients in the evolving world of customer service. Founded in 2001, the company supports more than four million customer interactions and 55,000 agents every day.

IPI’s portfolio of in-house developed applications is offered to clients alongside a complete suite of contact centre solutions from IPI’s industry-leading partners. These bespoke solutions – available in the cloud, on-premise, or as a managed service – cover every component of the contact centre, from integration, unified communications, networking, workforce optimisation, compliance and security, right up to conversational AI, speech analytics and voice biometrics. It also offers a range of consultancy and professional services as well as devOps support, delivered by its highly-accredited team of contact centre experts.

Headquartered in Reading, UK, IPI also has offices in London and Manchester, as well as in the Philippines. For more information, please contact us or visit https://ipintegration.com/.