What is Instant Chime for Microsoft Teams?
Instant Chime for Microsoft Teams marks the next step in the evolution of the enterprise service desk leveraging Microsoft Teams.
We have a few core concepts driving many of the features in this release:
- Service Desk application that integrates fully with Microsoft Teams
- Integrate with custom bot initiatives - including Microsoft Bot Framework applications
- Adaptive cards for improved UI and conversation flow
- Tools to help connect with cognitive services for self service and agent deflection
- More than 30 charts and reports to cover usage and metrics
High Level Demo and Presentation
Case Studies
To read about the implementation of Chime for Teams in a global service desk utilizing Azure Translation Services, check out this
Case Study - Instant Chime and Microsoft Teams for EML Service Desk (pdf)
To read about the implementation of Chime for Teams in a service desk for users out at sea and across 8 countries, check out this
Case Study - Instant Chime and Microsoft Teams for Neptune Energy with TCS (pdf)
Features
-
Customer Experience
After a customer clicks a button on a web page, Chime will launch a new window that will
connect that customer with an agent. A live chat session between the customer and the agent
using Teams will begin, enabling the guest to get immediate help.
-
Agent Experience
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
created. Agents can send and receive files. Chime is designed to give agents the ability
to give help quickly and efficiently.
-
Manager Experience
Because Chime has the concept of roles/permissions, those designated as managers and admins
have
a host of elevated abilities.
These abilities include monitoring ongoing chats, looking at charts and statistics,
generating
reports, and much more.
Screenshots
Customer Experience
After a customer clicks a button on a web page, Chime will launch a new window that will connect that customer with an agent. A live chat session between the customer and the agent using Teams will begin, enabling the guest to get immediate help.
Agent Experience
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 created. Agents can send and receive files. Chime is designed to give agents the ability to give help quickly and efficiently.
Manager Experience
Because Chime has the concept of roles/permissions, those designated as managers and admins have a host of elevated abilities. These abilities include monitoring ongoing chats, looking at charts and statistics, generating reports, and much more.
Introduction to Chime for Microsoft Teams (11)
Click-to-Chat (6)
Routing With Self Service (8)
Agent Experience (4)
Charts and Reports
With Chime for Microsoft Teams, you can quickly render, download, and export many types of charts and reports about the conversations that have taken place within Chime.
- Both managers and admins have the ability to view both system level and queue level charts and reports.
- Managers can only view charts and reports for the queue or queues they are responsible for managing.
- Admins can view charts and reports for any and all queues within the entire system.
Click Here ⇨ Complete List of Charts and Reports.
Prerequisites and Install
For the prerequisites of setting up Chime for Teams, click here » Chime Prerequisites
For a list of steps on getting the Chime for Microsoft Teams installed, click here » Install Guide
Mission
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 Microsoft Teams framework with no additional heavy technology 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.
Pricing
Chime integrates with your existing systems allowing you to extract more value out of your infrastructure investments. With Chime you own both the application and the data. Chime pricing is based on a per-queue model according to 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 quickly. Our sliding scale supports an ROI based on increased agent productivity and leveraging your existing IM and UC platform investment.
