Cloud contact center solution provider TCN has announced a series of updates to its platform, focusing on centralized automation, real-time data insights, and increased omnichannel performance.
The latest release aims to streamline contact center operations by reducing manual workloads and improving the precision of automated workflows. The updates are categorized into several key areas, ranging from back-end engine overhauls to front-end reporting tools.
Centralized Automation via Synapse Engine
A core component of the release is the overhaul of TCN’s Synapse engine. The engine has been redesigned to act as a central hub for managing and executing all outbound webhooks and integration actions. New capabilities include direct data transfers to external systems and the ability to filter call event types by specific campaigns. Additionally, TCN has standardized all timestamps to ISO-8601 (UTC) to prevent scheduling errors across different geographic regions.
Real-Time BI and List Management
TCN has introduced instant insights to its Business Intelligence (BI) suite, enabling live-updating dashboards and wallboards for immediate operational oversight. The BI tools now include an Input Node for the ingestion of external data and an advanced expression builder for complex calculations. For organizations managing multiple accounts, a new multi-client reporting feature aggregates data from several sources into a single interface.
The List Management Services (LMS) have also been updated with a new pipeline selector and node search. This allows administrators in high-volume environments to audit active nodes and switch between data pipelines instantly to optimize workflows.
Omnichannel and Workforce Optimization Improvements
In terms of communication throughput, TCN has increased its email task capacity to support faster delivery for high-volume outbound campaigns. The platform’s search capabilities have also been refined; managers can now use advanced phrase filtering and metadata searches to locate specific customer interactions based on complex data points rather than relying on simple transcript text.
Streamlined Flow Building and Security
The TCN Flow Builder now includes an auto-save function at the node level and integrated validation testing, allowing users to verify the functionality of a workflow before it is deployed. On the security front, the platform has introduced configurable inactivity timeouts to bolster system protection.
A spokesperson for TCN said:
“Our Q1 2026 updates are a direct response to the industry’s need for deeper connectivity and less manual intervention. By centralizing our automation tools and providing instant, actionable intelligence, we are empowering our clients to focus on the customer experience while the platform handles the technical heavy lifting.”
The updates are currently available to all users of the TCN Operator platform.