Download to read offline
Lync service desk
- 1. THE WISE ENTERPRISE InstantChime for WWW.ADDCHIME.COM
- 2. Who is Instant? •Founded in 2002 by former IBMers • Demonstrated mastery of enterprise communication platforms • Global customer deployments on eDiscovery and Service Desk solutions • US Navy and top global financial services and insurance companies • Facilitating 2,700 chats/day for one global service desk
- 3. Reality Check Service deskoperations are only expanding in numbers and complexity as technology deployments and staffing levels grow
- 4. Endangered Species orWise Enterprise? How would you describe your service desk operations? Endangered species with antiquated phone and ticketing systems OR Wise enterprise with integrated communication channels
- 5. What if YourAgents were Super Heroes? ✔ Handling more inquiries ✔ Solving more problems ✔ Rescuing more employees ✔ 2x more productive ✔ Cost, load and quality constant
- 6. Free Your Employees Employeesget hung up with technology glitches Help, I can’t get into my email I need another password reset I am installing software and it is asking me for a license key…
- 7. A True CustomerStory Sally, working from home, is installing some new software and encounters a question she can’t answer. She starts a chat with the help desk and explains her issue and the “blocking” question, “What is my domain server and where can I get this information?” 12 seconds later she is connected with an agent who has her question, corporate id, and other info on hand. The agent immediately starts to research Sally’s issue. 1:13 seconds later Sally receives the answer that is ‘blocking” her installation process. 23 seconds later she says ‘thank you’ and moves on with her day In less than 2 minutes, Sally initiated and resolved her issue with an agent across the globe.
- 8. Cloud-Based Chat ✔ Lowcost of entry—pay as you grow ✔ Easy internal buy in ✔ Relatively easy deployment ✔ Limited productivity gains ✔ No enterprise platform integration
- 9. Service Desk forLync ✔ ROI starts now—you own it ✔ Install in under 30 minutes ✔ Get more value out of your Lync investment ✔ Unlimited use cases—HR, IT, sales support & more ✔ Agent access to employee data for fast answers ✔ Reporting & metrics for informed decisions
- 10. Break Free withChime Transform your help desk agents into super heroes Get your employees “unblocked” and back to work Become a Wise Enterprise Today Streamline service desk operations and improve service levels
- 11. The Next Steps 1.Get in touch 2. Tell us about your Lync environment 3. Schedule a technical demo 4. Start your free 30 day trial 5. Give us your feedback
- 12. Go Ahead Chime infor a 30 day trial and get your first 3 queues free with up to 3 agents WWW.ADDCHIME.COM
Editor's Notes
- #2 41 131 197
- #4 Service desk operations are only becoming more challenging and complex. As enterprises continue to adopt and deploy more and more technology this means IT organizations have more to maintain and support. Expansion in numbers as well as companies expand the boundaries of their business structure through partnerships, acquisitions, geographies, employees and consultants.. The role of IT support becomes increasingly pivotal with pressure to server more and be more…more efficient with time and more efficient with costs
- #5 Are your employees still looking up the help desk tel # or email, filling out trouble tickets. Waiting on hold for password resets or retelling their blue screen story to agent after agent until they get to the right one. Are taking one ticket at a time like the deli counter in your local super market and putting customers on hold while they hunt and peck for a response from an expert?
- #6 What if your support staff could handle multiple cases at a time for a 20% productivity increase? What if your first call resolution rate increased allowing you to get employees back to work faster vs. waiting on hold or repeating their stories again and again as their case gets escalated? What if management could visualize the most common requests coming in? What if this model could be easily scaled and replicated to support a variety of support functions and departments from IT to HR. How would this impact your operations—from endangered species to wise enterprise. .
- #9 There are a couple options. Perhaps the easiest option in terms of short-term capital, quick internal buy-in and easy deployment is to consider a web-based, external click-to-chat solution. This certainly makes it easy for employees to chat with service desk operators and agents can handle concurrent chat sessions. This also offers low entry costs with a pay as you go mentality that is based on per agent/per year. In short this solution offers productivity gains on both sides, ease of deployment on IT resources and lower capital expenditures. However the fees are ongoing, you don’t own the data and there is no system integration so data lives in a silo and this is yet another tool to manage and extract information from.
- #10 What about a solution that is just as simple to install and deploy but one that integrates with your existing system so you get more traction and value out of your investments. In this case, you own the data so that it can be integrated and analyzed to optimize your service desk performance. What’s more with a purchases solution the ROI clock begins ticking on day 1 based on productivity and expanded use of communication platforms. Configure queues how you want—turn on/off, create languages, set-up canned messages, and run reports. Pay per use case vs. per agent so you can measure the real value based on the business need.
- #11 Instant Chime integrates with your Lync platform, installs in under 30 minutes, is priced to own, works with your other systems and provides robust reporting as well as visual tagging so you can make informed decisions about your service desk operations. Agents can be configured to handle up to 5 concurrent chats and employee cases are fully documented for easy escalation.
- #12 Call, email, live chat or snail mail us if you like to request a customized demo to explore Chime in depth. If you are ready to get started and prefer to explore on your own we also offer a free 30-day evaluation. There is no commitment required other than promise to give us your feedback. The free trial supports 5 queues and up to 50 experts with all of the Chime Features. You own all the data and trial licenses are easily converted to purchase without losing any data. Let us know the following—what queues you are interested in supporting out of the gate and how many agents as well as tell us a little bit about your Lync environment
- #13 After your demo, you have the option to move to trial. Sign up for a demo or free trial now through the end of July 2014 and be eligible for introductory pricing for your first queue and all follow on queues for the first year as well as the chance to realize a 20% productivity increase and be a part of the continued product development. So what are you waiting for…Chime in.