Tryvium Desk powers up your existing investments on Teams by adding features such as a multi-level Visual IVR, Skill groups, Intelligent Routing, Pre-set Business Hours, Holidays, Real Time Translation etc... It also enables you to automate repetitive tasks using a chatbot. Tryvium desk for teams provides integration with Servicenow in Teams tab to empower agents with 360 degree view of customer profile and servicenow tickets. Tryvium features a full blown real-time dashboard that helps supervisors understand contact center metrics, manage bots, manager users/agents and also comes with a rich analytical engine and reports for that number crunching.
Note: This is a free Teams-Servicenow integration app when you purchase Sensiple Tryvium Desk for Teams product. Please contact sales@sensiple.com for any queries.
1. Omnichannel Contact Center
Voice: Inbound and outbound calling
Mute / Unmute
Hold / Resume
Consult
Conference
Call Transfer
Call Recording
Emergency Calling
Chat: Multiple Chat Concurrency
Transfer Chat
Conference Chat
Receive Call During Chat
Email Accept
WhatsApp
Facebook
LINE
Telegram
Web Calling
Video Calling
2. Agent Workspace & Productivity
Ticket Information
Customer Details
Customer Profile
Customer Journey
Case Details
Email History
Knowledge Base
Live Transcript
Self-Service Transcript
Call Summary
Wrap-up Notes
Smart Reply
Next Best Action (NBA)
3. AI Agent Orchestration & Governance
AI Agent
AI Prompt
AI Enhancements
Bot Builder
MCP
Prompt Validation
Human-in-the-Loop
Guardrails
Sentiment Analysis
Conversation Review (Voice / Chat)
4. Intelligent Routing & Queue Management
Skill Group Routing
VIP Routing
Round Robin Routing
Routing Configuration
Queue Management
Hours of Operation
5. Outbound Campaign Management
Outbound Manual Dialer
Outbound Call from Ticket Page
Outbound Campaigns
Campaign Management
Customer Segmentation (Native / CSV)
Channel Templates
Zero-Touch Campaign
DirectSMS
Customer Journey
Next Best Action (NBA)
Ticket Information
6. Supervisor & Quality Management
Dashboard Metrics
Barge-in
Whisper
Alerts Management
Conversation Review (Voice / Chat)
Metrics & Interaction Details
Reports
7. Platform Administration & Security
User Management
User & Role Management
Access Provisioning
Channel Configuration
Third-Party Voice Configuration
Platform Audit Logs
Customer Profile
8. Enterprise Integrations
ServiceNow
Salesforce
GLPI
Cherwell
Ivanti
BMC Remedyforce
Freshservice
Zendesk
Jira
ManageEngine
Vivantio
9. Surveys & Callback
Participants
Survey
Callback
10. Email & Interaction Management
Email Accept
Smart Reply
Sentiment Analysis
Customer Journey
Ticket Information
Knowledge Base
Email History
EndUser Features:
- Chat Bot
- Live Agent Routing
- File Sharing
- Language Translation
- Queue Position
- Queue Waiting Time
- Queue Wait Timeou
Agent Features:
- Chat Invite
- Routing Strategy – Round Robin
- File Sharing
- End Chat
- EndUser Profile View
- Agent Presence
- Create Ticket (Context Application)
- Update Chat Transcript in Ticket Notes (Context Application)
- View EndUser Tickets (Context Application)
- Search EndUser Tickets (Context Application)
- Chat Skill Group Business Hours
- Canned Messages (Context Application)
Administration Features:
- Capture Chat Transcript
- Chat Real-Time Dashboard
- Bot Management
- Agent Management
- Agent Skill Group Management
- Context Application Management
- Canned Messages Management
- Reports
- User Management
- System Messages
- Access Permissions
Integrations:
- Microsoft Bot Framework
- Microsoft LUIS
- Microsoft QnA Maker
- Microsoft Language Translator
- Servicenow
Microssoft Teams
Servicenow ITSM
Azure Bot Service
Azure App Service