Thursday, June 19, 2014

Help Desk Chat Using Microsoft Lync

On Tuesday, we announced our latest product, Instant Chime for Microsoft Lync.  Instant Chime is focused on providing 'click to chat' and service desk support using Microsoft Lync.  Chime is the latest offering from Instant that targets the IT and help desk environment. 

The following screen shot shows Chime with the Microsoft Lync Client Window Extension or Lync CWE - where an Office 365 SharePoint site is integrated with the agent's IM session:

Lync CWE example with a SharePoint ticketing panel integrated with the Chime agent experience

Instant has been helping customers with their help desk operations on the IBM Sametime side for over 10 years. Given this breadth of experience combined with growing expertise on the development team, it was time to introduce a solution for the Microsoft Lync environment. Instant has customers of all sizes, industries and locations around the world using our click-to-chat solutions.  One global IT customer currently handles more than 30,000 requests per month through Instant Queue Manager. At Instant, developing IM based service desk solutions are a core piece of our business and we understand the challenges and needs in this area well.

Instant Chime enables agents to handle multiple concurrent chat sessions with easy case escalation without impacting quality or first call resolution rates. Chime is singularly focused on the user experience—bringing together multiple role-based dashboards with robust reporting and rich visuals, enabling agents to perform their job with ease and managers to continuously monitor and improved work flow operations.

Chime is designed for businesses looking for a more integrated solution to get the most value out of their Lync investment without taking on a full featured contact center deployment.

Please visit to learn more about Instant Chime

Configure Service Desk and Help Desk Groups Using Microsoft Lync