AI TOOL PROFILE
tryvium: AI-Powered Microsoft Teams Contact Center
- Customer Support
- Contact Center
- Microsoft Teams users
- Customer support teams
- IT service desks
- Mid-market companies
- Enterprise contact centers
Pricing
Pricing starts at $28 per user per month for an Agent License. Usage is billed separately at $0.06 per minute for voice and $0.40 per session for digital chat.
At a glance
- Best for
- Microsoft Teams users, Customer support teams, IT service desks, Mid-market companies, Enterprise contact centers
- Key use cases
- Support Ticket Deflection, Intelligent Call Routing, IT Service Desk Management, Sentiment-Based Escalation
- Integrations
- Microsoft Dynamics, ServiceNow, BMC Remedy, Ivanti, Cherwell
- Official website
- Visit tryvium official website
How AI is used
tryvium is a cloud-based contact center platform that operates natively within Microsoft Teams. It unifies communication channels—including voice, video, and digital chat—allowing agents to manage customer interactions without leaving their primary collaboration tool.
The software is designed for customer support teams, IT service desks, and organizations using the Microsoft ecosystem. It provides AI-driven tools intended to help route users to qualified agents and provide self-service options via a virtual assistant.
Key capabilities include sentiment detection, language translation, and an agent console that provides a view of customer history. It also includes supervisor tools for monitoring live sessions and tracking performance metrics through dashboards.
Buyers should confirm how the pay-as-you-go usage model for voice and chat aligns with their monthly budget and verify that the specific ITSM or CRM tools they use are supported by the native connectors.
Key Features
AI-Driven Routing
Directs users to agents based on intent, priority, language, sentiment, and skill level.
NLP Virtual Assistant
A conversational bot designed to handle common queries and provide self-service support.
Omnichannel Support
Supports transitions between chat, voice, and video while maintaining the connection with the same agent.
Integrated Agent Console
A unified interface within Microsoft Teams that provides customer history and knowledge base access.
Real-Time Analytics
Dashboards for supervisors to monitor live chat sessions, sentiment, and KPI metrics.
Agent Assist Tools
Includes language translation, canned messages, and knowledge base suggestions.
Use Cases
Support Ticket Deflection
Using the AI virtual assistant to resolve frequent, repetitive inquiries before they reach a human agent.
Intelligent Call Routing
Routing inbound voice or chat sessions to specific agents based on their language skills or regional expertise.
IT Service Desk Management
Managing technical support requests by integrating with ITSM tools to update tickets from the agent console.
Sentiment-Based Escalation
Identifying negative customer sentiment in real time to alert supervisors for intervention.
Integrations
- Microsoft Dynamics
- ServiceNow
- BMC Remedy
- Ivanti
- Cherwell
- Salesforce
- Zendesk
- Jira
- Microsoft QnA Maker
- PowerBI
FAQ
Is tryvium fully integrated with Microsoft Teams?
- Yes, tryvium operates natively within Microsoft Teams, allowing agents and supervisors to manage engagements without using separate infrastructure.
How is tryvium priced?
- It uses a modular model with an Agent License at $28 per user per month, plus usage-based fees: $0.06 per minute for voice and $0.40 per session for digital chat.
Which CRM and ITSM tools does tryvium connect with?
- It provides native integrations for Microsoft Dynamics, Salesforce, ServiceNow, Zendesk, BMC Remedy, Ivanti, Cherwell, and Jira.
Source category: Customer Support
Source subcategory: Contact Center
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