Do you need to increase productivity by giving your employees immediate
access to the help they need to do their jobs effectively?
Do you need to improve help desk efficiency and increase first-call resolution rate?
Instant Live Support adds the benefits of presence awareness and real-time access to helpful experts to high-traffic help desk operations.
- A Single Source for Immediate, Expert Assistance Increase employee productivity, improve help desk efficiency, improve first-call resolution rate, reduce reliance on trouble tickets.
- Display Queues on Buddy Lists or Websphere Portal Pages
- Deploys as a Sametime 7.5x or 8.x Plug-in
- Uses Sametime Awareness and Chat UI Zero user training required. Experts can self-manage their availability to provide help.
- Distributes Requests Evenly Each expert assumes an equal share of the workload. Wait time is minimized.
- Leverages Your Existing Lotus Sametime Environment Works with Sametime 3.0 and later - including Sametime 7.5 and Sametime 8.0.
- Logs Activity in a Central Database
View metrics on your ability to meet target service levels. Track help
desk efficiency for use in internal performance reviews. Automatically
retain copies of all interactions for internal auditing or external
compliance requirements.
- Experts May Reply with Canned Responses from a Central Notes Database Improve efficiency and ensure consistent answers to common questions.
