Name: Thulium
Author: Thulium

Help Desk

Web and Video Conferencing

Customer Support

Innovation Management

PHP Frameworks

Development

Business Intelligence (BI)

Collaboration

Manufacturing Execution

Payment Facilitation

Quality Management

Enterprise

Accounting

Blockchain Payments

Merger and Acquisition

Payment Hubs

Finance and Accounting

Applicant Tracking

Corporate Learning Management

Employer of Record (EOR)

HR Management

Payroll

Talent Intelligence

Talent Management

Workforce Analytics

Workforce Management

Human Resources

AIOps

Bot Mitigation

Cloud Storage

Container Security

Data Center Outsourcing (Canada)

Data Center Power

Data Replication

Endpoint Security

Firewall

Fraud Detection

Graph Database

Infrastructure-as-a-Service

Integration Platform as a Service (iPaaS)

LAN Switches

Mobile Data Security

Network Performance Monitoring

Network Troubleshooting

SQL Server Performance Monitoring

Scale-Out Storage

Secure Access Control

Smart Contracts

Testing Services

Information Technology

A/B Testing

Ad Serving & Retargeting

All-in-One Marketing

Content Management

Email Marketing

Grant Management Software

IP Geolocation

Marketing Attribution

Marketing Automation

Social Media Management

Survey & Forms Building

Translation

Web Analytics

Marketing

Project Management

Task Management

Professional Services

Customer Relationship Management (CRM)

Intelligent Virtual Assistant

Sales Dialer

Sales Training

Sales

Data-Centric Audit Protection (DCAP)

Security

Aviation

Emergency Notification

Fleet Maintenance

Hospital Management

Hotel Management

Retail Analytics

Revenue Cycle Management (RCM)

Shipping

Veterinary

Warranty Management

Vertical-Specific

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Thulium is a system contact center designed to support customer service operations. According to the vendor, it is specifically tailored for small to medium-sized businesses in various professions and industries, including call centers, customer service departments, helpdesks, sales and marketing teams, and e-commerce companies.

## Key Features

**Jeden panel - wiele kanałów**: According to the vendor, Thulium allows for customer service operations such as hotlines, helpdesks, and chat to be managed in one place - the user's browser. The vendor claims this provides full control over the service process.

**Pełna kontrola procesu obsługi**: The vendor states that Thulium empowers teams to continuously work with data, providing features such as contact history, dashboards, wallboards, and reports. They claim this data-driven support is a response to the increasing demands of customers.

**Porządek w obsłudze**: According to the vendor, Thulium ensures that everyone knows what to do, eliminating task duplication and providing a simple distribution of information within the team. They also claim to offer advanced reports and KPI control.

**Dopracowane etapy kontaktu**: The vendor says that Thulium allows users to collect leads from websites through proactive chat and callback functions. They claim that the advanced features of the virtual call center can help drive sales and organize post-sales support processes.

**Wygoda pracy**: The vendor describes Thulium as a user-friendly and transparent system. They claim it offers quick implementation, easy configuration, and good support.

Kixie is a telephony and VoIP software solution from Kixie.

Custom Plan

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Thulium

Contact center software allows companies to manage inbound and outbound communications channels at scale.

Contact Center

Wallboards are interactive boards often used in companies dealing with customer service, which display indicators of the work of the entire department, e.g. the number of customers waiting in the queue and the service level of agents.

The data is displayed in real time (refreshed every 10 seconds), thanks to which managers (e.g. department head) can constantly monitor the work progress, which allows for optimization and proper management of the consultants' work (including determining the length of breaks, planning the number of employees on particular shifts).

The Click2Contact widget, used to place a chat on a company's website. It can be configured to best suit any needs and the style of the website.

Thulium online chat, that when placed on a website encourages customers to make contact. Each chat conversation will be assigned to a customer card in CRM. The appearance of the chat can be adapted to the connected website using a wizard.

When an agent cannot reply to a message, the call will automatically be transferred to another agent. A limit can be set on the number of calls that the agent can handle at one time.

the Thulium ticketing system, where the team has access to emails. Customers are recognized and the entire history of omnichannel communication is available, making work easier and improving the customer service process. Therefore, during the employee's absence, any person from the company can complete his tasks.

Thulium Web Softphone is an application integrated with Thulium that allows agents to both make and receive calls directly from a web browser.

Contact Center Software

Contact center software allows companies to manage inbound and outbound customer communications across a range of channels at scale, and may or may not include call reporting analytics. These channels can include voice (phone), email, fax, VoIP, webchat, video chat, and social media platforms.

Agent dashboard

Enables agents to track and view their individual and team performance.

Validate callers

Authenticates inbound callers with a customer ID.

Outbound response

Allows agents to make outgoing responses via different communication channels (e.g. phone, SMS/text, live chat, messaging apps etc..).

Call forwarding

Forwarding of calls to the appropriate agents.

Click-to-call (CTC)

Warm transfer

Allows current agent to speak with new agent before call is transferred.

Predictive dialing

Dials multiple numbers at once and connects the salesperson if a live speaker answers.

Interactive voice response

Pre-recorded greeting and menu options a customer can select from a telephone keypad.

REST APIs

Open APIs, SDKs, and supporting documentation, that enable businesses to customize and build on the Contact Center platform.

Call scripts

Providing agents with a predefined conversation script.

Call tracking

Enables agents and managers to see the origin of the call.

Multichannel integration

Ability to collect, store, and share customer data across communication channels such as voice (phone), email, fax, SMS/text, video, web chat, and social media

CRM software integration

Allows agents to access aggregated customer information and call history data, enabling them to view a comprehensive history of a customer’s interactions.

Automatic speech recognition (ASR)

Ability to offer speech-enabled IVR that translates callers’ spoken words into text, or ability to integrate with ASP software.

Natural language processing for IVR

Ability to offer conversational chatbots in the IVR.

Communications forecasting

Ability to predict volume based on historic data and/or machine learning, and generate schedules to meet forecasted capacity.

Workforce Optimization (WFO)

Tools that allow managers or team leaders to evaluate and track agent performance.

Inbound call routing

Connecting inbound callers to agents based on wait time, call priority, or whether any specific skills or knowledge is required to handle the call.

Omnichannel inbound routing

Connecting inbound communications (coming from a variety of channels) to agents based on wait time, call priority, or whether any specific skills or knowledge is required to handle the call.

Recording

Record conversations to improve service quality by evaluating agent-customer interactions.

Quality management

Ability to monitor conversation content, administer evaluations, establish policies etc..

Call analytics

Gathers key performance indicators (KPIs) such as average time in the queue, average call abandonment rate, average handle time (AHT), average speed of answer etc..

Historical reporting

Ability to analyze long-term call patterns and trends such as peak call times and downtimes.

Live reporting

Ability to analyze real-time agent-customer interactions such as how long a caller has in the queue and call script deviation.

Customer surveys

Allows agents to gather post-interaction feedback from customers on the communication channel of their choice.

Customer interaction analytics

The process of taking unstructured interaction data across channels (audio, video, email, text etc..) and formatting it so that it can be searched and categorized based on interaction patterns.

Omnichannel support

Different customer interaction channels that a vendor may or may not offer.

Email

Voice (phone)

VoIP

SMS/Text

Video channel

Live chat channel

Co-browse

Screen-share

Social media channels

Mobile applications

Predictive Analytics

Using artificial intelligence (AI) capabilities such as machine learning and natural language processing to enhance customer experience.

Intelligent call routing

Uses machine learning to connect calls to the correct agents based off previous interaction data.

Chatbots

Machine learning enabled chatbots used to handle more routine or simpler customer requests, freeing up live agents to deal with complex issues.

AI assistance for live agents

AI provided predictive suggestions for live agents based on customer history and real-time interaction.

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Thulium

Overview

What is Thulium?