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TCN Workforce Management
St. George, Utah, United States
What it is
TCN Workforce Management helps contact centres forecast demand, plan staffing, and schedule agents across voice, chat, email, and SMS. It analyzes historical data to estimate future contact volumes and staffing or skill needs. Managers can create unlimited forecasts, choose source data, and adjust efficiency measurements. Visual schedules show breaks, skill coverage, daily and weekly views, custom activity rules, and weekly or ad-hoc events. Agents can manage shift bids, requests, and swaps themselves. Real-time graphical updates compare forecasts with outcomes and show staffing, service levels, and schedule adherence. Demand, volume, omnichannel, intraday, and skills-based scheduling are supported. The product is available through the web and an API. TCN lists Salesforce and Zendesk integrations through Operator. Pricing is pay-per-use and available on request, with no monthly minimums, licenses, or long-term contracts. There is no free plan.
For and against
For
- Forecasts contact volumes across four channels
- Allows unlimited forecasts and adjustable efficiency measures
- Supports skills-based and intraday scheduling
- Lets agents manage shift changes
- Provides real-time staffing comparisons
Against
- Pricing is available only on request
- No free plan
- Features depend on contact-centre operations
- CRM integrations are listed through Operator
The verdict
TCN Workforce Management combines forecasting, visual scheduling, agent self-service, and real-time adherence views. Its pay-per-use terms avoid monthly minimums, but buyers must request pricing.
Who it suits
It suits contact centres planning staffing, controlling labor costs, and managing agent schedules across multiple channels. It is also relevant to teams needing forecasting controls, self-service shifts, and API access.
Plans and prices
Custom pay-per-use pricing
Pay only for what you use · no monthly minimums · no licenses · no long-term contracts
Read 30 Sep 2026 · tcn.com
On the record
- Agent self-service
- Agents can self-manage shift bids, requests, and swaps, reducing or eliminating management intervention for those tasks.tcn.com · read 30 Sep 2026
- AI forecasting
- The system analyses historical data to predict future contact volumes across channels and help managers determine staffing and skill needs.tcn.com · read 30 Sep 2026
- Cloud hosting
- TCN says Operator is containerised, encrypted, and hosted on Google Cloud Platform using Google Kubernetes Engine across seven independent data centres.tcn.com · read 30 Sep 2026
- Compliance
- TCN lists PCI, SOC 2, HIPAA, and ISO 27001 among its global compliance standards.tcn.com · read 30 Sep 2026
- Data residency
- TCN says UK and EU data stays in the respective country or region under its data-residency practices.tcn.com · read 30 Sep 2026
- Forecasting controls
- Users can create unlimited forecasts, select data, and adjust efficiency measurements.tcn.com · read 30 Sep 2026
- Integrations
- TCN says its Operator platform integrates with leading CRM systems and APIs; the site lists Salesforce and Zendesk integrations.tcn.com · read 30 Sep 2026
- Intended users
- TCN presents Workforce Management for contact centres that need to plan staffing, control labour costs, and manage agent schedules.tcn.com · read 30 Sep 2026
- Pricing terms
- TCN describes its pricing as pay-per-use, with no monthly minimums or long-term contracts, and says customers can start and stop platform usage as needed.tcn.com · read 30 Sep 2026
- Purpose
- TCN Workforce Management helps contact centres schedule agents and use historical trends to improve productivity and efficiency.tcn.com · read 30 Sep 2026
- Real-time visibility
- Graphical real-time updates compare forecasts with outcomes and help managers monitor staffing, service levels, and schedule adherence.tcn.com · read 30 Sep 2026
- Scheduling
- The product brief describes visual schedules with breaks, skill coverage, weekly and daily views, custom activity rules, and weekly or ad-hoc calendar events.tcn.com · read 30 Sep 2026
- Support
- TCN offers 24/7 training and support at no cost, including dedicated account management and implementation assistance.tcn.com · read 30 Sep 2026
