Tryvium Desk Enterprise Features
Service Desk Bots
Dedicated Bots, as service desk touch point for the end users, that understands user queries and guide them to self-service with relevant knowledge base articles, or route to a right service technician.
Knowledge Base Integration
Knowledge base integration enables bot to fetch relevant knowledge articles for the end users based on the identified keywords and thereby allowing the end users to self-service their issues.
NLP integration enables bot to converse intelligently with the end users by understanding their intentions and keywords used in the conversation.
Multi Level Visual IVR
Multi-level queue options can be defined based on the business and support services offered. These menus are listed to guide and serve the end user.
Simple IVR call flows can be configured and mapped to the voice bots allowing to handle the inbound voice calls from the end users.
Round Robin Routing Stratergy
The incoming end user call requests will be routed to the available service desk technicians based on round robin routing strategy. End user call requests will be uniformly distributed and prevents load on the service desk technicians.
End users can reach-out live service desk technicians on requests.
Chat conversation between end users and service desk technicians are translated in real-time based on the end user's detected language and agent's preferred language.
Multi Agent Chat
Multiple service desk technicians can be conferenced in a conversation and this helps addressing the end user queries collaboratively.
Real Time Dashboard and Reports
Admin control has real time dashboards and exportable reports for monitoring Live sessions and measuring agent productivity along with various support metrics.
Call Recording and Chat Transcripts
Call recording and chat transcripts can be saved in the tickets and it could be referred to provide context aware conversations and support.
Frequently responded messages can be loaded to the service technician's assistance application so that agents can send one-click responds for frequent questions.
Screen pop up within service desk support instance when the agent receives inbound or does outbound calls in Skype for Business. Automatic Caller Identification from existing service desk support customer profiles. Allows the agent to add new customer into the service desk support system in a click.
Click to Dial
The agents can initiate the outbound Skype for Business call with just a click from the service desk Support customer or ticket page. Also, agents can look up a contact and perform outbound calls from the CTI window.
After call Update
Enables agents to work on ticket notes after their call with the customers. Agents can log their call notes for the tickets from the CTI. Tryvium Desk will automatically update the call metrics such as Call StartTime, Call EndTime, Call Duration, and Call Direction (Inbound/Outbound) as part of the ticket notes.
The agent can perform all Tryvium Desk call control operations such as answer, reject, hold/resume, transfer, conference within the service desk support tool.
Work on Ticket
Agents can view the caller's new tickets, create tickets, search for tickets and update the ticket's notes affluently.
Multi Language Support
Support for agents on their preferred local language to work comfortably.