Stay connected

to your team and customers

The TernioSwitch is an easy to use and completely intuitive application.

User Benefits

The TernioSwitch mobile app allows your agents to stay connected to your customers as well as to your company’s entire team from anywhere. Industries such as banking, healthcare, aerospace, real estate and IT find the TernioSwitch to be an invaluable tool for delivering the highest level of customer support.

Single Sign-On

Agents use their current Nice inContact username and password.

Inbound & Outbound

Agent, skills based, or direct dial.

Transfers​ & ​Conference

Both Cold and Warm transfers or conference calls.

VoiceMail

Now added to the TernioSwitch.

Address Book

Access your inContact address book directly from the app.

Dispositions

Agents can select dispositions and add notes on the go.

Support Tickets​

Support tickets and Feedback generated directly from the TernioSwitch.

Passwords

Updated directly through the Switch.

Chat

Engage in multiple chat interactions directly from the app.

Admin Features

Admins now have these powerful new tools at their disposal.

Flexibility

Ability to add one or more agents to the TernioSwitch with a click of a button.

Control

Ability to add or remove Admin access for your team ​directly from the dashboard.

Visibility

Admin Map View with agent locations ​-See agents location at glance.

Reporting

Location based GPS Call Reports ​-showing Dispositions, Location and more.

Insight

Real-time Agent Monitoring & Recordings​ from in the office, or out in the field.

Economical

$20/user per month, with tiered pricing for Enterprise.

Start your 15-day free trial now!

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Demo Videos

Watch the demo videos and see how simple and intuitive the TernioSwitch really is.

Some FAQ’s

What do I need to do to start using the TernioSwitch?

The first thing that you need to do is have a Nice inContact business unit account. Tell your Account Manager that you want your team to start using the TernioSwitch mobile solution. They will make arrangements to have that implemented immediately. If you have any questions, or would like a live demo, reach out to us at support@ternio.com anytime.

Once my company is setup, how easy is it to add agents to the TernioSwitch?

You add your agents to the TernioSwitch at anytime with the click of a button. Here’s how it works:

Whoever is setup as your company Admin will go to the TernioSwitch dashboard where they will find the “Add Users” in the menu section. From there they add as many agents as they want at the click of a button.  Then your agents just go to the App Store on their mobile device and download the TernioSwitch app. They login to the app using their Nice inContact credentials.  It’s that simple!

How does the TernioSwitch handle password resets?

Each company sets their own security profiles through inContact which may require frequent password resets. The TernioSwitch will notify each agent when a password change is required. A popup will appear on the TernioSwitch for the agent to enter a new password and press “Save”. Everything is then instantly synced with inContact and the agent is ready continue to use the TernioSwitch as usual.

Why does the App ask for permission to use my location?

This is an excellent question and It’s important to understand the settings and why they are required.

Location access on the TernioSwitch App has to be turned on (and accepted by the user). This allows for our powerful mapping functionality, as well as one of the ways of keeping the app from shifting into sleep mode. Keeping the TernioSwitch out of the Sleep mode keeps the app connected with inContact’s servers.

It’s important to note that viewing the agent’s location on the map is only available while they are logged into the TernioSwitch. The app does not track anything when they are not logged in.

Additionally, since the App needs to remain active, another feature on your device that you need to understand is the PowerSave mode.

The PowerSave mode should not be used.

PowerSave mode moves apps to the background and will eventually turn them off. Since the TernioSwitch needs to stay active and connected, the PowerSave mode, or any mode that puts apps into a sleep mode, should not be used.

Can I use the TernioSwitch in a building that does not have Wi-Fi or any Cell reception?

The simple answer is No.

There are some requirements that need to be understood. The TernioSwitch is a connected application. The mobile app is built around the functionality of the Nice inContact platform. The TernioSwitch needs to be in frequent communication with Nice inContact, in the same way that the Agent Console does. The TernioSwitch can not be used without being connected to the internet or cell, just like the Agent Console can’t work without an internet connection.

To assist the agents with this, we’ve added a red popup banner on the bottom of the TernioSwitch. This banner will show the agents when they’ve entered an area without network connectivity. This notification allows the agents to acknowledge that they will loose connection to central within 5 minutes, unless they move to an area with an acceptable cell or WiFi connection.

The agents will alway know when they are out of range. They can always just log back into the TernioSwitch when they return to a connected area.

How much battery and data does the TernioSwitch use?

Our test results showed minimal DATA usage @ just 2-3MB over an 8 hours period.

The tests also showed moderate BATTERY usage @ roughly 35% over the same 8 hour period. (Note that the performance of each device will differ)

Does the TernioSwitch support Email or Work Items?

Email and other Work Items are not integrated into the TernioSwitch at this time. Is this a feature that would help your team? Let us know.

Call us at 800-429-9277 and just mention that you would like to see these or any specific features added to the TernioSwitch.

Can’t find a suitable answer?

Check out our Knowledge Base

Our KB

Or take a look at our User Guide

User Guide

 

Call us anytime at

(800) 429-9277