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SPECIFICTION
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TCN Workforce Management

tcn.com

WebAPI
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Spec score 6.8 #16 of 21 in Customer Service Workforce Management Software

What it is

TCN Workforce Management helps contact centres forecast demand and schedule agents across voice, chat, email, and SMS. It analyzes historical data to estimate future contact volumes and support staffing and skill decisions. 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. Graphical real-time updates compare forecasts with outcomes and display staffing, service levels, and schedule adherence. The product supports demand, volume, omnichannel, and intraday forecasting, plus skills-based scheduling. It is available on the web and through an API, with Salesforce and Zendesk listed as integrations through TCN's Operator platform. Pricing is pay-per-use and available on request, with no monthly minimums, licenses, or long-term contracts. There is no free plan.

Spec sheet

Purpose
TCN Workforce Management helps contact centres schedule agents and use historical trends to improve productivity and efficiency.Read 30 Sep 2026 · tcn.com
Intended users
TCN presents Workforce Management for contact centres that need to plan staffing, control labour costs, and manage agent schedules.Read 30 Sep 2026 · tcn.com
Integrations
TCN says its Operator platform integrates with leading CRM systems and APIs; the site lists Salesforce and Zendesk integrations.Read 30 Sep 2026 · tcn.com
Compliance
TCN lists PCI, SOC 2, HIPAA, and ISO 27001 among its global compliance standards.Read 30 Sep 2026 · tcn.com
Support
TCN offers 24/7 training and support at no cost, including dedicated account management and implementation assistance.Read 30 Sep 2026 · tcn.com
Headquarters
St. George, Utah, United StatesRead 28 Sep 2026 · tcn.com
Founded
1999Read 28 Sep 2026 · tcn.com
Agent self-service
Agents can self-manage shift bids, requests, and swaps, reducing or eliminating management intervention for those tasks.Read 30 Sep 2026 · tcn.com
AI forecasting
The system analyses historical data to predict future contact volumes across channels and help managers determine staffing and skill needs.Read 30 Sep 2026 · tcn.com
Cloud hosting
TCN says Operator is containerised, encrypted, and hosted on Google Cloud Platform using Google Kubernetes Engine across seven independent data centres.Read 30 Sep 2026 · tcn.com
Data residency
TCN says UK and EU data stays in the respective country or region under its data-residency practices.Read 30 Sep 2026 · tcn.com
Forecasting controls
Users can create unlimited forecasts, select data, and adjust efficiency measurements.Read 30 Sep 2026 · tcn.com
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.Read 30 Sep 2026 · tcn.com
Real-time visibility
Graphical real-time updates compare forecasts with outcomes and help managers monitor staffing, service levels, and schedule adherence.Read 30 Sep 2026 · tcn.com
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.Read 30 Sep 2026 · tcn.com

Plans and prices

Custom pay-per-use pricing Priced on request Pay only for what you use · no monthly minimums · no licenses · no long-term contracts Read 30 Sep 2026 · tcn.com

Every TCN Workforce Management plan and price →

Strong points and limits

Strong points

  • Forecasts voice, chat, email, and SMS demand
  • Unlimited forecasts with adjustable efficiency measurements
  • Agents manage bids, requests, and swaps
  • Real-time staffing and adherence visibility
  • Pay-per-use with no monthly minimums

Limits

  • Pricing is available only on request
  • No free plan
  • Requires web or API access

Who it suits

TCN presents this product for contact centres planning staffing, controlling labour costs, and managing agent schedules across multiple channels. It suits teams needing forecasting, skills coverage, and agent self-service.

Verdict

TCN Workforce Management combines omnichannel forecasting, visual scheduling, and real-time operational visibility for contact centres. Pay-per-use terms avoid monthly minimums, but pricing must be requested and there is no free plan.

Where Specifiction places it

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