User Training

User Training

We provide a number of training and services for those who use
our products Trio Enterprise, or Vision 80/20.
The target group is attendants, users, agents and administrators.

E-mail: Training.NE@enghouse.com | Phone: +46 8 457 30 00

Suppliers: To make an order use: Order form

See list of trainers approved in the Enghouse program for Certified trainers

Courses Trio EnterpriseNumber of daysArtikelnr
Product overview 0,5 - 1 dayUTB-TE-PO
Attendant course1 dayUTB-TE-AT
Agent course0,5 dayUTB-TE-AG
Agent Web Communication course (0,5 day)0,5 dayUTB-TE-AGW
Training for basic users (0,5 day, 2 sessions) 0,5 dayUTB-TE-US
Administrator course - User and company database 1 dayUTB-TE-AD1
Administrator course - User and company database
1 dayUTB-TE-AD2
Administrator course – Contact Center Basic
0,5 - 1 dayUTB-TE-AD3
Administration course - Interaction Studio0,5 - 1 dayUTB-TE-IS
Administration course - Web Communication 0,5 dayUTB-TE-ADW
Statistic course0,5 - 1 dayUTB-TE-ST
Go-live support0,5 - 1 dayUTB-OS

Courses Vision 80/20Number of daysArtikelnr
Product overview0,5 - 1 dayUTB-VU-PO
Attendant course1 dayUTB-VU-AT
Agent course 0,5 dayUTB-VU-AG
Training for basic users 0,5 dayUTB-VU-US
Administration course - User database
1 dayUTB-VU-AD1
Administration course - Contact Center Basic1 dayUTB-VU-AD2
Administration course - Contact Center Advanced
0,5 - 1 dayUTB-VU-AD3
tistic course 0,5 - 1 dayUTB-VU-ST
Go-live support 0,5 - 1 dayUTB-OS

Trio Enterprise – Product overview (1 day)

A demonstration of the whole Trio Enterprise platform. The course is both for you who are new to the product and are starting to implement the product and for you that have worked with the product for a while and is ready to take the next step. Which tools are available to use? How can I use them in the best way? Who should use which applications?

 

Trio Enterprise – Attendant course (1 day)

The course is for you that is or will work as an attendant or any other role using the Enterprise Attendant application.
You will learn the entire tool where the focus is to search quickly and efficiently in the database, practice call handling such as answer and disconnect calls as well as manage absences and messages. You will also learn how to work closely with the organization’s Contact Center, if such is used in your solution.

 

Trio Enterprise – Agent course (0,5 day)

This course is for those who will work as an agent or any other role using the Trio Agent Attendant application.
We will start with your case flow to the different queues, and then you will learn the entire tool with focus on receiving and connecting cases such as calls, where you also get to practice. If it is a part of your solution, we can also look at the various tools available in the system for monitoring queues, agents, and real-time statistics. If you use multiple media types in your solution, such as chat, email, callback or social media (Facebook / Twitter), you will also learn how to handle these case types.

 

Trio Enterprise – Agent Web Communication course (0,5 day)

This course is for agents and those who will work in the chat tool Web Communication Desktop. We will start with a basic understanding of your chat-case flow to the different queues, and then you will learn the entire application with a focus on managing incoming chat and practice chat handling. If the function Phone2Web is used, we will also go through that.

 

Trio Enterprise – Training for basic users (0,5 day, 2 sessions)

We invite to a group session where all employees are welcome, regardless of title. We demonstrate the different tools in the solution for managing your phone, with a focus on web user application, Trio Assistant for Web. In the web user you can among other things, search a database for information about colleagues, manage referrals and your voice mailbox. If additional modules exists in your solution, such as apps for smartphones, auto attendant or calendar connection, we will also instruct the group in how to use those in the best way.

 

Trio Enterprise – Trio Enterprise – Administrator course – User and company database (1 day)

A practical and theoretical course for those who will administer the database of users and information about your organization, which attendants, agents and users are then using for searching.
You will learn how to make changes from the application Trio Administrator. This includes everything from managing individual users and their belonging cases (keywords) and titles to change the overall data – for example to create a new organization tree.
You will also learn how to manage user profiles, which permissions certain Trio users and administrators should and should not have. How to design and create reports in the form of extension lists with the built-in module List Maker is also a part of the course.

 

Trio Enterprise – Administrator course – Contact Center Basic (1 day)

A practical and theoretical course for those who will administer the Contact Center with the CC Admin tool in the Trio Administrator application. You will get basic knowledge of the agent software, if you have not attended any agent / operator training. We will focus on the settings for services (queues) and agents so you will get the expertise to optimize your system and adjusting it for the future. You will learn how to handle functions such as night messages, schedules and information messages as well as priorities and skill based routing for the agents. If your solution handles multiple media types, such as chat, email, and you will also need to take the Administrator course – Advanced Contact Center.

 

Trio Enterprise – Administrator course – Contact Center Advanced (0,5 – 1 day)

A course for those who have attended the administration course Basic Contact Center and wants to develop even deeper skills in the product. We create a customized agenda in consultation with you where we go through selected parts of advanced functionality. Typically, this could be functions such as administration of e-mail, chat or social media (Facebook / Twitter).

 

Trio Enterprise – Administration course – Interaction Studio (0,5 – 1 day)

A practical and theoretical course for those who will administer the Contact Center solution from application Interaction Studio. You will get an understanding of how the calls is coming in to the Trio system and learn how to control your main number and route them to different parts of the system, how to build and maintain this, for example with menus. You may also learn to configure the functions and settings for administration by phone, which is the number to call for administration of the night and information messages or logging in and out clientless agents.
If more advanced functions should be handled, for example, entering of customer number, social security number etc., and several languages or routing for chat / email, the half-day course be extended to one full day.

 

Trio Enterprise – Statistic course (0,5 – 1 day)

A half-or full day basic training for those who are interested in statistics. Maybe you are a team leader who are responsible for the agents/attendants. You will learn how to handle the application Enterprise Statistics, with which you can generate reports and filter data. You will also learn how to set up schedule for automatic mailing of reports and exports. It is preferred that you previously taken the Administration course – Contact Center Basic.
If you would like to analyze you data together with our trainers or need help to create exactly the reports you seeking, the course is extended to at least one full day.

 

Trio Enterprise – Go-live support (0,5 – 1 day)

Our experienced trainers are on your site the day of the start up for your Trio Enterprise solution. They are sitting next to attendants/agents to support, answer questions and providing tips and tricks in the new system.

 

Vision 80/20 – Product overview (1 day)

A demonstration of the whole Vision 80/20 platform. The course is both for you who are new to the product, maybe in the start-up phase of an implementation project or for those who have worked with the product for a while and are ready to take the next step. Which tools are available in Vision 80/20? How can my organization use them in the best way? Who should use which applications?

 

Vision 80/20 – Attendant course (1 day)

The course is for you who are a switchboard attendant, or any other role using the application “Attendant”.
You will learn the entire tool where the focus is to search quickly and efficiently in the database, practice call handling such as answer and disconnect calls as well as manage absences and messages. You will also learn how you may work closely with the organization’s Contact Center, if such is implemented in your solution.

 

Vision 80/20 – Agent course (0,5 day)

This course is for those who will work as a contact center agent or any other role using the application “Contact Center Agent”.
We will start off by digging into your organization’s case flow to the different queues, and then you will learn the entire tool with focus on receiving and transferring cases such as calls, where you also get to practice. You will learn what tools are available in the system for monitoring queues, agents, and real-time statistics. If you use multiple media in your solution, such as chat, email or callback, you will also get to practice how to handle these case types.

 

Vision 80/20 – Training for basic users (0,5 day, 2 sessions)

We invite to a group session where all employees are welcome, regardless of title. We demonstrate the different tools in the solution for managing your phone, with a focus on web user application, “Informera”. In the web user you can among other things, search a database for information about colleagues, manage referrals and your voice mailbox. If additional modules exists in your solution, such as smartphone apps, auto attendant or a calendar connection, we will also instruct the group in how to use those in the best way.

 

Vision 80/20 – Administration course – User database (1 day)

A practical and theoretical course for those who will administer the database of users and information about your organization, which attendants, agents and users are then using for searching.
You will learn how to make changes from the application “Edit”, “Edit Pro” and “Edit Many” This includes everything from managing individual users and their belonging cases (keywords) and titles to change the overall data – for example to create a new organization tree.
How to design and create reports in the form of extension lists with the built-in module “Catalogue Builder” is also a part of the course.

 

Vision 80/20 – Vision 80/20 – Administration course – Contact Center Basic (1 day)

A practical and theoretical course for those who will administer the Contact Center with the application “IVR Pro Manager”. You will get basic knowledge of the agent software, if you have not attended any agent / operator training. You will learn how to configure and maintain the call handling and achieve the expertise to optimize your system and adjusting it for the future with tools such as:
* IVR:s
* Schedules
* Night- and information messages
* Basic callback (If used)
* Queue settings
* Agent settings
You will learn how to add and configure administrators and their permissions. If you do not have the Vision 80/20 Statistics module, we will go through the basic statistics module in IVR Pro.
Note: If your solution handles multiple media types, such as chat, email, and you will also need to take the Administrator course – Advanced Contact Center.

 

Vision 80/20 – Administration course – Contact Center Advanced (0,5 – 1 day)

A course for those who have attended the administration course Basic Contact Center and wants to develop even deeper skills in the product. We create a customized agenda in consultation with you where we go through selected parts of advanced functionality. Typically, this could be functions such as administration of advanced IVR, e-mail, chat or scheduled callback.

 

Vision 80/20 – Statistic course (0,5 – 1 day)

A half-or full day basic training for those who are interested in statistics. Maybe you are a team leader who are responsible for the agents/attendants. You will learn how to handle the application “Statistics”, with which you can generate reports and filter data. You will also learn how to set up schedules for automatic mailing of reports as well as manual exports. It is preferred that you previously have attended the Administration course – Contact Center Basic.
If you would like to analyze you data together with our trainers or need help to create exactly the reports you seeking, the course is extended to one full day.

 

Vision 80/20 – Go-live support (0,5 – 1 day)

Our experienced trainers are at your site the startup day for your Vision 80/20 system. They are sitting right next to attendants and agents to support, answer questions and providing tips and tricks in their brand new system.