Customer Context
Profile, previous channels and open tickets appear before the first word.
Contact center
Make every customer interaction a better customer experience
Connect customer interactions across voice and digital channels, give agents the context they need, and help your teams deliver consistent customer experiences at every conversation.
Everything your contact center needs in one platform
Bring customer conversations, agent workflows, intelligent routing, AI assistance, outbound engagement, quality management, and enterprise integrations together in a single contact center platform.
Omnichannel Engagement
Meet customers on the channels they already use
The traditional contact center is built around automation-escalation model, moving customers from IVRs to bots to human agents until someone can solve the problem.
Voice
Chat
Line
Telegram
video
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Customer calls
The customer reaches out via voice.
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Customer continues on WhatsApp
The customer shares the same issue via WhatsApp.
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Agent gets the full context
The agent sees the complete conversation history across channels, so they can assist smoothly without asking for details again.
Agent Workspace
Give agents everything they need to resolve the interaction
Equip agents with everything they need to manage customer interactions from a single workspace. Agents can access customer profiles and ticket information, use call controls to consult, conference, or transfer conversations, and capture wrap-up notes without moving between different tools.
Intelligent Routing
Get every interaction to the right destination
Right expertise, first time
Match each request to the agent with the skills to resolve it, with no transfers.
Priority where it counts
Recognize high-value customers and key segments and move them to the front.
Balanced workloads
Spread interactions evenly so no agent is overloaded and no customer waits unevenly.
Waits under control
Track queues and availability live and adjust routing before delays build.
Coverage around the clock
Set routes for shifts, time zones, and holidays once, and every customer reaches the right destination whenever they get in touch.
AI-powered agent assistance
Give agents AI assistance while they work
AI assistance supports agents from the first message to the final record: informed at the start, on track throughout, documented at the end.
Before the interaction
Start with context
Knowledge Base
✓
Knowledge Base
Relevant articles are ready alongside the customer's history.
During the interaction
Stay one step ahead
Live Transcript
The conversation is written out as it happens.
Sentiment Analysis
Follow how the customer feels as the conversation moves.
Next Best Action
Guidance on the step most likely to resolve the request.
Smart Reply
Suggested responses drafted from the conversation.
After the interaction
Close with a record
Call Summary
The interaction is summarized, and the next agent knows where things stand.
Call Summary
Order IDStatusIssue
ORD-45821DelayedDelayed delivery
Outbound Engagement
Resolve issues before customers have to ask
Reach the right customers at the right moment with campaigns, targeted calling and scheduled callbacks. Fewer problems turn into inbound queues, and more conversations end in resolution.
Manual Dialer | Outbound Calling | Campaigns
Fewer inbound queues
Reach customers first about renewals, reminders, service updates and follow-ups, so they have less reason to call you.
Better-timed conversations
Segment customers by need, value or behavior, so every outreach lands with people who are ready to engage.
Higher reach, less effort
Campaigns run on your schedule, so teams spend time in conversations instead of building call lists.
No customer left behind
Missed or busy customers get a callback at a time that suits them, so every request reaches resolution.
Quality & Analytics
Know what happens in every interaction, and improve it
Tryvium enables supervisors to see interactions, agent performance and customer conversations clearly, so they can spot issues early, coach teams and raise service quality.
Capture
Never miss what was said
Every interaction is recorded and measured, so nothing depends on memory or guesswork.
Call recording
Interaction metrics
Review
See the whole picture
Review conversations and track performance in one place, so patterns show up before they become problems.
Conversation review
Dashboards
Reports
Coach and intervene
Step in while it matters
Guide agents during a live conversation, so issues are resolved on the spot rather than reviewed afterward.
Barge-in
Whisper
Enterprise integrations
Connect the contact center to the systems your business already uses
Bring customer, ticket, and service information into the agent experience instead of forcing teams to work across disconnected applications.
AI + Human Collaboration
Extend your contact center with AI agents for CX
Go beyond agent assistance with AI agents for customer experience that can handle customer requests, access enterprise systems, perform tasks, and work alongside human experts end-to-end.
What you saw earlier
AI-Powered Agent Assistance
AI helps your human agents during their conversations with context, suggestions and summaries.
What this adds
AI agents for customer experience
AI agents handle customer requests themselves, act in your systems, and bring in human experts when a case needs them.
Hyperscaler Alignment
Contact Center on your own cloud ecosystem
Run your contact center on the cloud platforms your organization already trusts, so you keep the security, reliability and compliance standards your IT team has already approved, with no new infrastructure to vet.
Use cases
Built for everyday customer service operations
Retail and e-commerce
Resolve order, delivery and returns queries quickly, even during peak seasons.
Banking and financial services
Route high-value customers to the right specialists and keep every interaction recorded.
Insurance
Guide customers through claims and renewals with the full context in front of every agent.
Healthcare
Handle appointment, billing and follow-up requests with care, and reach patients proactively.
Telecom and utilities
Absorb high volumes of billing and service queries without longer waits.
Travel and hospitality
Resolve booking changes and disruptions quickly, at any hour.
Security and compliance
Enterprise-grade security, built in from the start
Tryvium protects every customer conversation and every record with the security controls your IT and compliance teams expect, so you can deploy with confidence.
A contact center designed to evolve with your customer service operation
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See Tryvium contact center software in action
Tryvium enables your team to resolve customer requests across every channel from one platform. Book a walkthrough with our team.
Frequently asked questions
Contact center software questions, answered
What is contact center software?
Contact center software is the platform a customer service team uses to handle conversations with customers. It connects channels such as voice, chat and email, routes each interaction to the right agent, and gives agents and supervisors the tools to resolve requests and measure service quality.
What features should contact center software have?
Look for omnichannel engagement, a unified agent workspace, intelligent routing, AI-powered agent assistance, outbound engagement, quality management and analytics, and integrations with the CRM and ticketing systems your business already uses.
What is the difference between contact center software and call center software?
Call center software centers on voice calls. Contact center software covers voice and digital channels such as chat, email, WhatsApp, SMS, social and video, so customers can move between channels without repeating themselves.
Does Tryvium support voice and digital channels?
Yes. Tryvium supports voice, chat, email, WhatsApp, Facebook, Line, Telegram etc. and keeps the customer’s context together as they move between them.
Can Tryvium integrate with Salesforce and ServiceNow?
Yes. Tryvium integrates with CRM and customer service tools such as Salesforce and Zendesk, and with ITSM tools including ServiceNow, GLPI, Freshservice and ManageEngine. It also connects to JIRA for work management.
Does Tryvium support AI-powered agent assistance?
Yes. Agents get Smart Reply, Knowledge Base, Sentiment Analysis, Next Best Action, Live Transcript and Call Summary across the interaction.
Can Tryvium support AI agents for customer self-service?
Yes. Tryvium enables AI agents for CX that handle customer requests, work with enterprise systems, and pass the conversation to a human expert when needed.
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