2009 IBM Lotus Award Winner for Best in Lotusphere Showcase!
Do you need to increase productivity by giving your employees immediate access to the help they need to do their jobs effectively?
Do you want to shorten your sales cycle and improve customer satisfaction by giving your customers real-time access to sales staff and customer support?
Instant Queue Manager is a virtual IM receptionist that gives employees and/or customers instant access to helpful experts.
See Instant Queue Manager in action.
A Single Source for Immediate, Expert Assistance Increase employee productivity, improve customer satisfaction, shorten sales cycles, reduce reliance on trouble tickets.
- Display Queues on Buddy Lists or Web Pages - Users can seek help from within Sametime or from anywhere in the world via a web browser.
- No Client-side Software Required - Deploy queues instantly without touching every desktop.
- Web Based Client - Custom web client with customized branding.
- Push URL - Push a URL to a web based user.
- Chat Transcripts - Automatically send web visitors a transcript of their chat with your expert.
- Invite Others - Immediately include other experts - or other Sametime users not defined as 'experts' in Instant Queue Manager - into the queue-based discussion.
- Transfer Between Queues - Transfer requests to additional queues.
- Manager Functions - View real time statistics any time: Who is waiting in the Queue, What support agents are connected to which customers, Average customer wait time.
- Screensharing - Support agents can start screenshares any time.
- Customize the Language - Queues can have all their text responses customized to most languages, including east Asian languages.
- Uses Sametime Awareness and Chat UI - Zero user training required. Experts can self-manage their availability to provide help.
- Distributes Requests Evenly Each expert assumes an equal share of the workload. Wait time is minimized.
- Leverages Your Existing Lotus Sametime Environment Works with Sametime 3.0 and later - including Sametime 7.5 and Sametime 8.0.
- Access Queues On the Go - Available from mobile devices such as PDAs or cell phones.
- Logs Activity in a Central Database - View metrics on your ability to meet target service levels. Track help desk efficiency for use in internal performance reviews. Automatically retain copies of all interactions for internal auditing or external compliance requirements.
- Experts May Reply with Canned Responses from a Central Notes Database - Improve efficiency and ensure consistent answers to common questions.
Instant Queue Manager Wins Best Unified Communications and Collaboration Solution Award at IBM Lotusphere 2010
Instant Queue Manager Wins IBM Lotus Award for Best in Lotusphere Showcase 2009
