Global Financial Services Organization Chooses Instant for Click-to-Chat and Help Desk Enablement with IBM Sametime
December 6, 2012, Portsmouth, NH - Instant Technologies, specialists in developing innovative, enterprise-class archiving, eDiscovery, click-to-chat and migration solutions for IBM Sametime and Microsoft OCS/Lync, today announced a project that improved help desk support services and response times on a global level for a large financial services organization based in Toronto, Canada.
The organization needed seamless global help desk enablement while utilizing their existing Sametime 8.5 infrastructure. It was critical to implement a stable and flexible real-time help desk solution that could integrate with several business units and improve the support process on a global level. They wanted to improve support services through ease of access to experts, mobile text support capabilities, interview functionality and detailed logging and reporting.
“Many of our customers need to provide real-time assistance to their employees across their global organizations,” stated Peyton McManus, President of Instant Technologies. “Our application extends the IBM Sametime platform in order to provide organizations with click to chat functionality across their enterprise – providing tools to locate helpful experts immediately and at a fraction of the cost of traditional phone based systems. We continue to view enterprise IM systems as a critical business platform that can be used to solve a variety of problems traditionally handled by call centers.”
The customer is using Instant’s Queue Manager as a “virtual receptionist” which utilizes their existing Sametime environment to filter incoming requests from thousands of customers and direct them to the subject matter expert most qualified to respond to their issue. The customized monitoring panel also allows other experts to be added to the discussion in real-time or transfer a queue to another department more suited to resolve their request. Workflow efficiencies have already been realized and the average response time has improved significantly.
Instant Queue Manager is the leading real-time solution for immediate expert assistance. Queue Manager improves help desk efficiency, ensures consistent answers to common questions, helps identify employee productivity and provides real time access to sales staff and customer support.
About Instant Technologies
Instant Technologies specializes in developing innovative, enterprise-class compliance and productivity solutions for IBM Lotus Sametime and Microsoft Office Communications Server, including IM archiving and compliance, IM click to chat applications, and IM administration tools. Instant Technologies is a Microsoft Silver ISV Partner and an Advanced IBM Business Partner based in Portsmouth, NH.