How do you want to meet your customers?

How do you want to meet
your customers?

Within this product group you will find industry-leading customer service functions that manage all contacts with your customers. This includes self-service as well as needs such as calls, e-mails, texts messages (SMS), faxes, chat and personal visits to customer service agents/operators.

Contact Center funktionerContact Centre functions: Contact Centre functions: Contact Centre functions increase a company’s’ means of communicating with their customers in several ways. This solution supports multiple channels such as e-mail, web chat, text messaging (SMS), voicemail, fax etc., which are all processed in the same universal queue. The Contact Centre can also be integrated with third party systems, for example, case handling systems that allow the customer service agent to keep the desired window open when answering calls. Other functions supported are IVR (keystrokes or voice recognition), management of work tasks and personal visits, prioritising of incoming matters, the option of moving ongoing phone conversations from landline units to mobile phones as well the possibility of coordinating various sites and switchboards. Here, everything is integrated into a single platform.
Centraliserad universell köCentralised universal que, handles and routes different matters to company operators and customer service agents, such as calls, e-mails, text messages (SMS), work tasks, callback, web-based callback as well as telemarketing.
call backCall back: The callback function ensures that a person who does not wish to remain on the line keeps his or her place in the queue by leaving a phone number so that the customer service agent can call back when the case in question is number one in the queue. There is also an option to place callback matters in a separate queue, perhaps giving them a less urgent status, if that better suits the company. The system keeps track of how long the customer has been waiting. A web form stating that the customer wishes to be contacted by phone can also be used (web callback).
KompetensstyrningSkill based routing: Skills-based routingt ensures that all types of incoming customer contacts are assigned the resources best suited to the matter at hand. This ensures a high and efficient standard of service, as well as the correct use of staff skills.
Tolka text i mailInterpreting text in e-mails: : Automatically controls e-mails and faxes based on key words and/or identification. For example: an e-mail containing the world “advertisement” will automatically be forwarded to the ad department/queue.
IVRIVR: Self-service option – the caller has the option of using IVR (keystrokes or voice recognition) to make menu choices, which smoothly and quickly allow him or her to navigate the organisation. The settings for creating voice response menus (IVR) are made in Trio Interaction Studio, which includes an advanced tool for call routing and queue management. This graphic tool allows technically trained staff to make settings determining how calls are to be routed.
VisitVisit: A system for managing visits that automates handling and registration of visitors. As an added option the system can manage listing visitors as pending matters with a customer service agent. Instead of logging out to receive a visit, statistics on how many visits and how long they will take are provided.
Auto AttendantAuto Attendant: The caller is given the option of quickly and efficiently connecting to the person they wish to reach via an automatic operator. The automatic operator can answer calls 24/7. Trio Auto Attendant also makes it possible for employees to have their calls forwarded to their extensions and to use voice commands to tell Trio Auto Attendant why they are not at their desks and when they will be back. Auto Attendant supports Swedish, Norwegian, Danish and English.
Text to speakText to speak: : Instead of recording a message the customer service agent or operator can write the greeting he or she wishes. The message is later automatically read out loud by the system.