Tuesday, November 17, 2015

Using Microsoft Skype for Business S4B in Service Desk

For more than 10 years, we have been developing enterprise applications that take advantage of enterprise IM platforms.  With our latest release of Instant Chime, we now fully support Skype for Business (S4B), Lync 2013, IBM Sametime, and XMPP. 

For our customers, extending the value of their S4B deployment across their service desk makes sense for both their employees and their service desk agents.

Microsoft S4B provides presence, IM services, screen sharing capability, and excellent voice support - as a base platform, it is hard to beat.

Instant Chime adds the ability to provide click to chat service desk escalation, the ability to create and manage service desk queues, reporting and metrics across all areas, and lots of other features critical to modern service desk.

Take a look at Instant Chime for Microsoft S4B:

Here is a screen shot of a S4B agent experience - where Instant Chime has attached additional UI to the S4B client.  Instant Chime uses the S4B context window extension (Lync CWE) to attach a full set of additional services for the agent:

Of course, no #servicedesk application would be complete with a full set of reports - all date selectable and capable of being exported to Microsoft Excel: