IM enable your internal and/or external service desks with Instant Chime to extend the value of your
Microsoft Lync® / Skype for Business® investment and connect
employees, customers, and agents in real-time.
After more than 10 years of developing IM-based chat solutions for large enterprise help
desk and service centers, we built Chime to meet the scalability, agent routing and integration
needs of today’s social enterprise.
Chime supports the following platforms: Lync Online, Skype for Business Microsoft Office 365,
Lync 2010/2013 on premise, and Skype for Business 2015/2016 on premise.
After a customer clicks a button on a web page, Chime will launch a new window that will
that customer with an agent.
A live chat session between the customer and the agent using Lync/S4B will begin, enabling
guest to get immediate help.
Agents can quickly and easily accept an inbound chat just by clicking on a toast
notification. When connected, the agent will see a host of information about the
inbound guest. The agent also has access to any canned/standard replies that have been
Agents can send and receive files.
Chime is designed to give agents the ability to give help quickly and efficiently.
Because Chime has the concept of roles/permissions, those designated as managers and admins
a host of elevated abilities.
These abilities include monitoring ongoing chats, looking at charts and statistics,
reports, and much more.
Chime allows the ability to send out Lync/S4B alerts to designated people or groups in an
This is really great for those who want to quickly let everyone in your organization know
something without being capped at the built-in 250 maximum of Lync/S4B or relying on email.
Have a server down?
With Chime, you can quickly create an outage that will be displayed to every
inbound guest who starts a chat. This will help deflect any inbound traffic that might be
An alert can also create an outage, allowing you to preemptively notify people of the outage
right through Lync/S4B.
Designed for the enterprise, Chime has the ability to integrate with several platforms via
These platforms include SMTP (email), Salesforce, Microsoft Dynamics, ServiceNow, and
The entire Chime app now has the ability to be translated into another language at the click
a button. Each guest and user can set their own language preference from a list of languages
the footer. Currently, we support English, German, Spanish, French, and Finnish.
The translation files are also easily accessible so they can be fine-tuned if needed.
We understand Instant Chime will be deployed and managed as a part of a larger, more complex
enterprise IT ecosystem.
Our design-centric approach focuses on ease of use in both the back and front end of the solution.
Instant customers leverage their existing Lync® framework with no additional heavy
lift for a clean installation process and a modern user interface so help desk agents can be up and
servicing employees quickly with minimal training.
Chime integrates with your existing systems allowing you to extract more value out of your
With Chime you own both the application and the data. Chime pricing is based on a per-queue model
the number of agents you can invite into a session for support.
With other solutions typically priced based on a per agent/per year annual fee, costs can mount
Our sliding scale supports an ROI based on increased agent productivity and leveraging your existing
IM and UC platform investment.
Introducing Chime 2.6
Instant Chime 2.6 marks the next step in the evolution of the enterprise service desk leveraging
Microsoft Lync® 2013 / Skype for Business®.
We have a few core concepts driving many of the features in this release:
With the new Chime Home and queue pages, guests can now come and search through categories and
get connected to an agent via skill tag routing.
User-configured suggestions can have a significant impact on deflecting guests through self
and those that do need to chat can be routed to the agent that is assigned that routing tag for
quick and specialized support.
Alerts now support multiple languages, the ability to upload alert recipients from a .txt file,
The entire Chime app now has the ability to be translated into another language at the click of
Like most other Skype and Lync clients, Microsoft Lync 2010 can now be easily used.
A substantial amount of stability and performance changes to Chime 2.6.
Enterprise IM Alerts
- Send IM-based alerts via Lync® right from the Chime application
- The virtual agent layer will provide integration via compiled C# or C# as script in order to:
Provide pre-chat integration with other systems - i.e. lookup customer’s email against
ServiceNow, Microsoft Dynamics, Salesforce, or in house ITSM solution and retrieve all
open tickets and/or assign routing tags
Stage additional UI in the agent’s context window based on the pre-chat lookup. This
will allow agents to see UI from other systems based on the customer and/or lookup in
step 1 (i.e. new ticket UI)
Provide basic virtual conversational agent functionality (ask a series of questions and
then assign routing options – scripted or C# and our Virtual Agent SDK)
Post-chat event handling – to allow Instant Chime to post the entire conversation, as
well as metadata, to any external system