Within this product group there are industry-leading customer service functions that take care of all contact points with your customers. This includes self-service tools as well as cases such as phone calls, e-mails, SMS, faxes, online chat and visits to agents and attendants. All this communication is managed by a single user-friendly, Windows-based client.
Functions:
- Contact Center functions: IVRs (press 1, press 2 or say a function), complex scripts for "popping up" other business systems, e.g. issue tracking systems, the handling of incoming calls, SMS, e-mails, online chat, faxes, work tasks, and visits, the prioritisation of the various incoming cases, "mobile handover", and the possibility of cooperating between various sites and switchboards. Everything here is integrated into a single platform.
- Centralised universal queue that takes care of and distributes various cases such as phone calls, e-mails, faxes, SMS, work tasks, callback, web-based callback and telemarketing to the company's attendants and agents.
- Callback: The callback function guarantees that those who do not wish to wait in the queue still keep their place in the queue by leaving a telephone number. The attendant or agent will call them when the case reaches the front of the queue. There is also the possibility of putting these callback cases in another queue, perhaps with less priority, if it would suit the business better.
- Skills-based routing: Competence management. Handles a mixture of incoming and outgoing communication. Maximises the use of your available resources during periods of high traffic since cases are distributed to those who are logged in to the Trio system based on competence. Back Office functions can help out in the event of periods of high traffic.
- Interpreting text in e-mails: Automatically moderates e-mails and faxes based on keywords and/or identification. For example, an e-mail that contains the word "advertisement" can be automatically sent to the advertising service/queue.
- Free-seating: An attendant or agent working in the Trio Enterprise system can log in and specify whatever phone he/she wants to work from. In addition to the switchboard's extensions, this can be e.g. a mobile telephone or a home telephone.
- IVR: Advanced opportunities for setting up call flows and queue rules. Makes it possible for trained technical personnel to set up self-service tools and advanced call distribution based on DTMF or speech.
- Visit: is a visitor management system that automates the management and registration of visitors. In addition, the system can present visitors as cases for agents and attendants to address. Instead of logging out in order to accept a visit, you can see statistics on the number of visits as well as how long the visits take.
- Auto Attendant: Provides the incoming caller an auto attendant and referral management based on voice commands, i.e. it is possible to search for people by name and department and for services based on different search words as well as access an extension using ASR.
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