Screen pop up within ServiceNow Customer Service Management instance when the agent receives inbound or does outbound calls in Skype for Business. Automatic Caller Identification from existing ServiceNow Customer Service Management customer profiles. Allows the agent to add new customer into the ServiceNow Customer Service Management system in a click.
The agents can initiate the outbound Skype for Business call with just a click from the ServiceNow Customer Service Management customer or case page. Also, agents can look up a contact and perform outbound calls from the CTI window.
Enables agents to work on case notes after their call with the customers. Agents can log their call notes for the cases 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 case notes.
The agent can perform all Tryvium Desk call control operations such as answer, reject, hold/resume, transfer, conference within the ServiceNow Customer Service Management tool.
Agents can view the caller's new cases, create cases, search for cases and update the case's notes affluently.
Support for agents on their preferred local language to work comfortably.
Includes everything in Standard
* With additional cost
** PBX integration is required. Integration support at additional cost