Instant Technologies Announces Sales and Support Queueing Solutions for IBM Lotus Instant Messaging

Instant Technologies Addresses Queuing Requirements for IBM Lotus Instant Messaging (Sametime)

Instant Technologies, an award winning enterprise instant messaging (IM) solutions provider, today announced the immediate release of Instant Agent Framework Queue Manager. Queue Manager helps companies increase sales and quality of service on the web, and enables employees to get answers to questions more efficiently. Queue Manager helps organizations implement virtual queues to easily create internal and external support desks within their IBM Lotus Instant Messaging (Sametime) environment.

"Customers are continuously looking for ways to increase customer satisfaction and increase web sales", said Peyton McManus, President Instant Technologies, "With roughly four out of five commercial transactions on the web not reaching completion, Queue Manager, allows organizations to solve this problem by using their existing Lotus Sametime investment."

Queue Manager offers the same ease of use customers have come to expect from the creators of the award-winning Instant Agent Framework. Queue Manager lets you create a new sales and support queue in under 30 minutes. Virtual queues can provide more effective help to customers on your web site or provide internal users with quick access to experts in areas such as Human Resources or Information Systems

The Learning Continuum Company (TLCC), a leading provider of distance learning, has been using Queue Manager to provide "Chat with TLCC" functionality on their web site. "Queue Manager allows TLCC to better service both our existing customers and to help get new customers. Visitors to our web site can click on a link to chat with either our sales or technical support groups. Queue Manager finds the right person to help our web site visitor." says Howard Greenberg, one of the owners of TLCC. "Before Queue Manager, we had to constantly edit our web site to change the Chat link to the person who was available. Queue Manager knows who is available and uses a priority level to help find the next available person here at TLCC to help our customers."

Clients automatically see virtual queues created with Queue Manager as regular users in their Sametime buddy lists -- no special client software or download is required. Queue Manager provides both the ability to log questions if no agents are available to service a conversation and the capability to archive conversations. By integrating with Lotus Sametime, Queue Manager works seamlessly with existing enterprise IM archiving solutions such as Instant IMtegrity, Facetime and IMLogic.
 

About Instant Technologies

Located in Durham, NH, Instant Technologies is a privately held software company dedicated to extending the software functionality commonly associated with real-time, collaborative technologies. Instant was a 2003 and 2004 IBM Lotus Beacon Award Winner, e-Pro Magazine Apex Award and Lotus Advisor Gold Editors Choice Award.

For more information visit: www.instant-tech.com, or e-mail info@instant-tech.com.


 

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