Helpdesk & Service Desk Chat Support using Microsoft Teams & Skype for Business

Service Desk Managers facing staffing/BCP challenges due to Corona Virus/COVID-19 can benefit from a rapid-deployment model available for this chat support solution. Please let us know if you have urgent needs.

Vayusphere’s Out of box Instant Response for Help Desks leverages Microsoft Teams or Skype for Business to provide Chat Support Queues for your Helpdesk and Service Desk. Integrates with ITSM tools Service Now, BMC Remedy and HEAT. Integrates with IBM Watson, Microsoft LUIS and DialogFlow for chatbot capability.

Deployed in several Fortune 500 companies, this battle-tested product is an out-of-the-box chat support solution for companies that want to use Microsoft Teams or Skype for Business in their call center and enterprise help desk environments. It provides the necessary functionality for enterprise users to use their Teams or Skype clients to interact with their support representatives for faster response and quicker resolution. No programming or software installation is required on end user or support representative machines. This product can go live in enterprise settings in less than a week.

Features of Vayusphere Instant Response for Helpdesks (Microsoft Teams and SfB)

Allows customers to initiate a dialogue with a chat support queue from any of their Microsoft Teams or Skype for Business clients. (Desktop, Mobile or Web)
Intelligently queues and dynamically routes the service request to the right support representative based on load, availability and customizable factors, such as skill sets, language or location. (“Chat-ACD”)
Agents can handle multiple simultaneous chat support sessions
A single system with a single Teams or Skype contact allows multiple queues such as for regions, languages and skills.
Allows for backup queues and overflow queues for your “follow the sun” global service desk. Supports Business Hours for queues
Allows design of a multi-level IVR menu to map to your existing workflow trees
Allows seamless transfers of chat between queues and agents. Supports both cold and warm transfers
Allows supervisor to observe work queues and sessions in progress using a real-time visual dashboard
Tracks statistics and KPIs on queue lengths, wait times, service times, and representative efficiency and performance. Display in web browsers or wall boards
Canned Message/Template support for Agent efficiency. Click and send common phrases.
Integrates with Service Now and BMC Remedy for automation of ticket creation and matching. Agent single-pane-of-glass shows 365 degree view of end-user interaction history and open incidents.
Provides multi-lingual support queues using all Microsoft Teams or Skype for Business supported languages
Provides Real-time language translation in over 70 languages. Mono-lingual agents can support chat in multiple end-user languages.
Integrates with IBM Watson, Microsoft LUIS, DialogFlow and other AI engines for NLP/NLU and dialog based chatbots.
Support for Privacy regulations including GDPR, configurable data retention policies.
Integrates with Customer Single Sign On Solutions.

For further information, or to see a demonstration of the Vayusphere Instant Response for Help Desks for your company, email us at sales@vayusphere.com or call +1 650 265 4780

Enhanced Customer Self-service and Chatbots

Use of Instant Response for Help Desks can also enable customer self-service. Specifically, Instant Response:

Allows a customer to use their chat clients to interactively request information from applications, such as ITSM tools for ticket status, or Knowledge Bases without requiring human intervention.
Allow a customer to self-execute healing actions when end-point automation tools are available in the environment.
Allow a custoChatbot to Human Agent Transfer. Escalates the request to a live chat representative when needed.mer to self-execute healing actions when end-point automation tools are available in the environment.
Allows the Call Center/Help Desk to send outbound status updates and notifications to customers on an IM client or Mobile device eliminating the need for another set of software for this purpose

Return On Investment (ROI)

Instant Response for Help Desks’ compelling ROI is driven by the following time and cost savings:

No training or behavior change needed for End Users
Increased utilization and productivity of support representatives. Representatives can now simultaneously handle requests from multiple customers. This mode of communication can eliminate the dead-time or hold time in traditional voice oriented conversations
Reduce Resolution Time. Many contact centers have realized the benefit of email support. Email support is considerably lower cost than phone calls. However, email is not ideal for interactive two-way dialogue and is prone to miscommunication. This can cause a simple service request to take several attempts and back and forth email messages to resolve – encouraging continued use of expensive voice calls. Instant Messaging based Instant Response for Help Desks ensures that the interactive dialog will end in satisfactory resolution of the service request on the first attempt
Increase enterprise wide efficiency of representatives. Automated routing based on presence, availability, location, and expertise can significantly reduce support costs. With Instant Response there is no need to have some representatives spend time dispatching calls to the appropriate representatives. Additionally, representatives have Tier 2 or Tier 3 support personnel available at their fingertips using instant messaging.
Enable better service. With Instant Response customers reach on the first attempt a representative who is immediately available to respond, and has the right skills set. That representative also has the tools to answer questions while the customer is on the phone. Customers no longer need to be forwarded to multiple representatives. Additionally, all communication is immediately logged so that you have a history of the relationship with the customer.
Virtual Call Centers. Use Instant Response to communicate with customer regardless of their location or the location of your support personnel. Your support personnel need only connect to the Call Center using an IM client from any location thereby creating a virtual call center environment. All communication is encrypted and logged even when going over the public Internet.
Real-time Language Translationenables you to utilize mono-lingual agents to support end users in 60+ languages.

Technical Specs and Deployment Environment

Vayusphere Instant Response For Help Desks Application runs as a Windows Service.

Infrastructure: Vayusphere offers the solution as a fully turn-key 7×24 managed cloud service – no infrastructure or engineering resources needed
Client: There is no additional software to install on the End User or Support Analyst computers. They continue to use their existing chat clients.
Optional Integration: For additional functionality ITSM Tools such as Service Now, BMC Remedy, RemedyForce, HEAT and 3rd party NLP/AI tools such as IBM Watson, Microsoft LUIS, Google DialogFlow can be integrated.
Additional Messaging Channels: In addition to Teams, Skype for Business or Skype Consumer, end user support is available using Webchat, SMS, Whatsapp, Google Chat, Slack and Zoom

Pricing and Availability

Vayusphere Instant Response for Help Desks product is currently in its 9th major release.

Pricing is based on number of Supporters (Customer Services Agents or Help Desk Analysts) and Queues. Unlimited End Users and chat sessions are included.

Vayusphere offers a traditional perpetual software license, with annual support and maintenance agreements, as well as a Term license.

Turnkey Deployment and High-touch Support

Vayusphere will also assist you in design, deployment, configuration and training for a turnkey implementation.

7×24 Global Support is standard.

Contact Us for a Demonstration

For further information, or to see a demonstration of the Vayusphere Instant Response for Help Desks for your company, email us at sales@vayusphere.com or call +1 650-265-4780

You may also provide this information for a personalized and prompt response