Our client is a leading American pharmaceutical company headquartered in Indianapolis, with offices in 18 countries.
They sell their products to approximately 125 companies
Their Challenges
- Their on prem legacy application was expensive to maintain.
- Manual ticket creation and lack of multi chat handling capability meant longer wait time for users and lower chat handling capacity for agents.
- Agents had to rely on external language translators that reflected in their higher than ideal response time.
- Supervisors found it difficult to manage timesheets and monitor agent performance as they had to collect
performance data from multiple sources
Our Solution
Tryvium is hosted in Sensiple Azures Tenant and was implemented in less than 8 weeks. It comes with Service Now
integration and a host of benefits that make work easier, quicker and better for both helpdesk agents and
supervisors:
- Real time dashboard,
- Intelligent Agent Routing,
- Multi agent chat
- Preferred language based Agent Management
- File Sharing option for users and agents
- Language based Visual IVR Options
Highlights
Implementation
in less than
8 weeks
20%
reduction in
user wait time
43%
hike in agent
productivity
92%
increase in chat
session volume
Outcome
Reduced User Wait Time
tryvium is hosted in Sensiples Azure Tenant. The integration of agent context tab with ServiceNow for ticket
creation has reduced turnaround time for users, as agents can create tickets directly from teams. The wait
time for employees has decreased by approximately 20%
Increased Agent Productivity
After integrating their custom virtual agent with the user friendly tryvium platform, their average agent productivity has
increased by 43%. Since the Agent Chat Count was configured as 3 Concurrent Chats, agents are able to handle 3 chats
in a row and if the Agent Chat count is less than 3, they get pop ups for new chats and messages until 3 Live Chat count is met. Multi agent chat and real time monitoring of the chat traffic has helped the overall chat volume hit approximately 8,000 chat sessions per month.
Better Agent Management
With the MS Teams channel and ServiceNow integration, the client is able to carry out the following on tryvium:
- Perform Intent based agent routing
- Manage agents based on the preferred language
- Define business hours for each language queue
- Send custom messages in the user s language without a translator
- Provide file sharing options for users and agents
- Access a real time dashboard
- Configure a holiday list for each skill group
- Monitor agents presence status
- Add or remove agents from queues based on chat traffic