INGATE

From The Sip Trunking Experts

TMCNet:  Global Financial Services Organization Chooses Instant for Click-to-Chat and Help Desk Enablement with IBM Sametime

[December 11, 2012]

Global Financial Services Organization Chooses Instant for Click-to-Chat and Help Desk Enablement with IBM Sametime

Portsmouth, NH, Dec 11, 2012 (PRWeb.com via COMTEX) -- Instant Technologies, specialists in developing innovative, enterprise-class archiving, eDiscovery, click-to-chat and migration solutions for IBM Sametime and Microsoft OCS/Lync, today announced a project that improved help desk support services and response times on a global level for a large financial services organization based in Toronto, Canada.


The organization needed seamless global help desk enablement while utilizing their existing Sametime 8.5 infrastructure. It was critical to implement a stable and flexible real-time help desk solution that could integrate with several business units and improve the support process on a global level. They wanted to improve support services through ease of access to experts, mobile text support capabilities, interview functionality and detailed logging and reporting.

"Many of our customers need to provide real-time assistance to their employees across their global organizations", stated Peyton McManus," President of Instant Technologies. "Our application extends the IBM Sametime platform in order to provide organizations with click to chat functionality across their enterprise - providing tools to locate helpful experts immediately and at a fraction of the cost of traditional phone based systems. We continue to view enterprise IM systems as a critical business platform that can be used to solve a variety of problems traditionally handled by call centers." The customer is using Instant's Queue Manager as a "virtual receptionist" which utilizes their existing Sametime environment to filter incoming requests from thousands of customers and direct them to the subject matter expert most qualified to respond to their issue. The customized monitoring panel also allows other experts to be added to the discussion in real-time or transfer a queue to another department more suited to resolve their request. Workflow efficiencies have already been realized and the average response time has improved significantly.

Instant Queue Manager is the leading real-time solution for immediate expert assistance. Queue Manager improves help desk efficiency, ensures consistent answers to common questions, helps identify employee productivity and provides real time access to sales staff and customer support.

About Instant Technologies Instant Technologies specializes in developing innovative, enterprise-class compliance and productivity solutions for IBM Lotus Sametime and Microsoft Office Communications Server, including IM archiving and compliance, IM click to chat applications, and IM administration tools. Instant Technologies is an Advanced IBM Business Partner and a Microsoft Silver ISV Partner based in Portsmouth, NH.

Read the full story at http://www.prweb.com/releases/2012/12/prweb10222295.htm PRWeb.com

[ Back To SIP Trunking Home's Homepage ]

Loading
Subscribe here for your FREE
SIP TRUNKING enewslettter.

Featured Partner


Featured Whitepapers

SIP Security for the Enterprise
Voice over IP (VoIP) is incorporated into a variety of computer networks, both public and private, and used for everyday transactions and communications among carriers, businesses, government agencies...

Making A Broadband Purchase Decision
Businesses today have many options for broadband connectivity. Clarifying your particular business needs prior to selecting a broadband provider will ensure an optimal match of broadband service to your requirements.

Voice-Optimized Network Delivers Premier Call Experience
Customers equate call quality with business quality. Real-time communication, interpersonal interaction, and the cordial tone of a call center representative can create a positive impression of your business that no email can match.

Featured Case Studies

Business Telecom Expenses Reduced 50%
A small to medium sized company in the midwest was interested in migrating to IP Communications, but in today's economy, they were hesitant to upgrade their communication system due to their perception that the cost would outweigh the benefits.

Multi-State Company Cuts Telecom Costs 50%
A multi-site, multi-state company with extensive monthly long distance fees and toll-free charges did not have adequate broadband for Broadvox SIP Trunking requirements, nor did they have a SIP enabled telephone system.

Discover Leisure Connects Remote Users to its IP-PBX
Discover Leisure is one of the largest resellers of caravans and motor homes in the UK. With 15 branch of?ces all over the country, the company spent a great deal of money every month just on internal phone calls.

Featured eBOOKS

Internet+: The Way Toward Global Unified Communication
Connecting the telephony of the enterprise PBX or Unified Communications (UC) system using SIP trunks instead of conventional telephone lines has been very successful in recent years.

What is SIP Trunking? Edition 2
SIP trunking is becoming more of a focus for service providers. One key issue many service providers face when deploying SIP trunks is NAT, or Network Address Translation, traversal.

What is SIP Trunking? Edition 1
A vast resource for information about all things SIP - including SIP, security, VoIP, SIP trunking and Unified Communications.

Featured Videos

Broadvox VAR Testimonial VAR 1:
Part 1 of the VAR (Value Added Reseller) Partner Program Testimonials for Broadvox...

E-SBCs AS The Demarcation Point:
Ingate's Steve Johnson talks to Erik Linask about the role session border controller plays as the demarcation point at...

Demystifying DPI
How can deep packet inspection protect your SIP traffic as well as your entire network?

Featured Resources

Partner Program Overview:
Over 4,000 VARs, Master Agents, Solution Providers, and Independent IT Professionals trust Broadvox. We offer customized services and solutions to fit seamlessly into any company's business model. And when you partner with Broadvox, every member of our team stands behind you and your customers 100%...

SIP Trunk UC Summit

What's New

Presenting the New Ingate/Intertex Website:
Internet+ is an extended Internet access allowing high quality SIP (Session Initiation Protocol) based real-time person-to-person communication, everywhere and for any application. It applies to both fixed and mobile networks ...

Featured Blogs

Featured Webinars

Secure SIP Trunking:
What You Need to Know

Successfully Deploying Enterprise SIP Trunking:
Tools and Techniques for Overcoming Common Roadblocks

Featured Podcasts

Getting the Most Out of Your SIP Trunks:
Ingate's Steve Johnson and TMC's Erik Linask discuss how best practices forgetting the most out of SIP Trunking services and common pitfalls to avoid.

Featured Datasheets

Ingate SIParator E-SBCs
Adopting SIP is a simple process with the Ingate SIParator, the secure enterprise session border controller (E-SBC). The SIParator makes secure SIP communications - including VoIP,SIP trunking and more - possible while working seamlessly with your existing network firewall.

Ingate Firewalls
Everyone is talking about enterprise usage of VoIP, instant messaging and other types of realtime communications including presence and conferencing.

SIP Trunk Solutions for Service Providers
The award-winning Ingate Firewall and Ingate SIParator deliver a high quality, reliable SIP trunk connection between the customer's IP-PBX and the service provider network, and solve interoperability issues to simplify deployments and support for remote diagnosis of reported issues.