Service Desk Chat Support using Teams & Skype for Business

Service Desk Roles 

• Allows customers to provoke a communicate with a help queue or function from any of their Skype for Business, MS Teams or Lync clients (Desktop, Mobile or Web)
• Intelligently queues and dynamically routes the carrier request to the right help representative based totally on load, availability and customizable factors, which includes ability units or location. (“Chat-ACD”)
• Agents can handle more than one simultaneous chat support classes
• A single system with a unmarried Skype contact lets in a couple of queues which includes for regions, languages and skills.
• Allows for backup queues and overflow queues for your “follow the sun” global carrier desk. Supports Business Hours for queues
• Allows layout of a multi-stage IVR menu to map to your present workflow trees
• Allows seamless transfers of chat between queues and marketers. Enables guide representatives to effortlessly invite other specialists into the chat session
• Allows supervisor to have a look at paintings queues and periods in progress using a real-time visible dashboard
• Tracks statistics and KPIs on queue lengths, wait times, provider times, and representative efficiency and performance. Display in net browsers or wall boards
• Canned Message/Template assist for Agent performance. Click and send common phrases.
• Allows emailing of session transcripts to clients
• Logs all conversation transcripts to a database or ITSM equipment which include Service Now, Remedy and Ivanti/HEAT.
• Can automatically choose up aid group club from your Active Directory or LDAP server
• Provides multi-lingual assist queues the usage of all Skype for Business supported languages
• Provides Real-time language translation in over 60 languages. Mono-lingual dealers can assist chat in multiple end-user languages.
• Supports Skype for Business servers, Lync, Skype for Business Online. Supports Office 365 and Microsoft Teams through Skype/Teams Federation
• Integrates with Service Now and BMC Remedy for automation of ticket advent and matching. Agent single-pane-of-glass suggests 365 diploma view of end-consumer interaction history and open incidents.
• Integrates with IBM Watson, Microsoft LUIS, DialogFlow and other AI engines for NLP/NLU and dialog based totally chatbots.
• Support for Privacy guidelines inclusive of GDPR, configurable facts retention policies.