Enterprise Help Desk Chat Queues
Instant Response for Call Centers and Help Desks
Vayusphere Instant Response for Call Centers is an out-of-the-box Instant Response solution for companies that want to use Instant Messaging in their Help Desks and Call Centers. It provides all the necessary functionality for your customers to use their existing IM clients or your website to interact with your call center representatives.
It is available in the following editions:
- Vayusphere Help Desk/Call Center solution for Microsoft Lync / Office Communication Server
- Vayusphere Help Desk/Call Center solution for XMPP/Jabber Servers (Jabber XCP, Openfire, Jabberd, eJabberd)
Specifically Instant Response:
- Allows customers to initiate a dialogue with your call center from their existing IM client or through your website
- Allows your call center to contact a customer on their IM client when customer is available for a call-back no matter how service request was received at the call center
- Intelligently queues and dynamically routes the service request to the right representative in your call center based on load, availability and customizable factors, such as skill sets or location.
- Escalates a service request when predefined wait time and queue length thresholds are crossed.
- Enables your call center representatives to easily bring in other experts into the session either privately or in a three-party session with the customer
- Allows supervisor to observe work queues, and dynamically change load factors and service request priorities
- Tracks statistics on queue lengths, wait times, service times, and representative efficiency and performance
- Logs all conversations in your CRM system
- Optionally, convert your IM session into a VOIP or Desktop sharing session
Instant Response for Call Centers’ compelling ROI is driven by the following time and cost savings:
- Increase utilization and productivity of your representatives
- Reduce resolution time
- Provide better service
- Convert web visitors to buyers
- Implement Virtual Call Centers
Instant Response for Call Centers/Help Desks is Available for the following Instant Messaging Platforms: