| |
 |
|
| |
| |
Instant Technologies Addresses Queuing Requirements for IBM Lotus Instant Messaging (Sametime)
Instant Technologies, an
award winning enterprise instant messaging (IM) solutions provider,
today announced the immediate release of Instant Agent Framework Queue
Manager. Queue Manager helps companies increase sales and quality of
service on the web, and enables employees to get answers to questions
more efficiently. Queue Manager helps organizations implement virtual
queues to easily create internal and external support desks within
their IBM Lotus Instant Messaging (Sametime) environment.
"Customers are continuously looking for ways to increase
customer satisfaction and increase web sales", said Peyton McManus,
President Instant Technologies, "With roughly four out of five
commercial transactions on the web not reaching completion, Queue
Manager, allows organizations to solve this problem by using their
existing Lotus Sametime investment."
Queue Manager offers the same ease of use customers have
come to expect from the creators of the award-winning Instant Agent
Framework. Queue Manager lets you create a new sales and support queue
in under 30 minutes. Virtual queues can provide more effective help to
customers on your web site or provide internal users with quick access
to experts in areas such as Human Resources or Information Systems
The Learning Continuum Company (TLCC), a leading
provider of distance learning, has been using Queue Manager to provide
"Chat with TLCC" functionality on their web site. "Queue Manager allows
TLCC to better service both our existing customers and to help get new
customers. Visitors to our web site can click on a link to chat with
either our sales or technical support groups. Queue Manager finds the
right person to help our web site visitor." says Howard Greenberg, one
of the owners of TLCC. "Before Queue Manager, we had to constantly edit
our web site to change the Chat link to the person who was available.
Queue Manager knows who is available and uses a priority level to help
find the next available person here at TLCC to help our customers."
Clients automatically see virtual queues created with
Queue Manager as regular users in their Sametime buddy lists -- no
special client software or download is required. Queue Manager provides
both the ability to log questions if no agents are available to service
a conversation and the capability to archive conversations. By
integrating with Lotus Sametime, Queue Manager works seamlessly with
existing enterprise IM archiving solutions such as Instant IMtegrity,
Facetime and IMLogic.
About Instant Technologies
Located in Durham, NH, Instant Technologies is a
privately held software company dedicated to extending the software
functionality commonly associated with real-time, collaborative
technologies. Instant was a 2003 and 2004 IBM Lotus Beacon Award
Winner, e-Pro Magazine Apex Award and Lotus Advisor Gold Editors Choice
Award.
For more information visit: www.instant-tech.com, or e-mail info@instant-tech.com.
|
