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 connect that customer with an agent. A live chat session between the customer and the agent using Lync/S4B will begin, enabling the 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 created. 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 have a host of elevated abilities. These abilities include monitoring ongoing chats, looking at charts and statistics, generating reports, and much more.
Chime allows the ability to send out Lync/S4B alerts to designated people or groups in an organization. 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 related. 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 'virtual agents.' These platforms include SMTP (email), Salesforce, Microsoft Dynamics, ServiceNow, and Alchemy.
For more info about how to use virtual agents, click here » Virtual Agent Integration.
The entire Chime app now has the ability to be translated into another language at the click of a button. Each guest and user can set their own language preference from a list of languages in 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.
For a list of steps on getting started with Chime, click here » Install and Getting Started
For several ways of connecting to your Chime queue, click here » How to Deploy a Queue
For new features and known issues of Chime, click here » Release Notes
For more information about using Virtual Agents, click here » Virtual Agent Integration
For Steps on how to deploy an external web client using Chime Hub integration, click here » Chime Hub Steps
With Chime for Microsoft Lync®, you can quickly render, download, and export many types of charts and reports about the conversations that have taken place within Chime.
Click Here ⇨ Complete List of Charts and Reports.
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 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.
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.
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:
Virtual Agents are such a powerful new feature that we've created its own page. » Virtual Agent integration.
To see all demo movies click here » All Videos
* Note - Instant Chime is also available in the Cloud, for IBM Sametime®, and XMPP. Click on one of the links below to be taken to the corresponding website.Instant Chime in the Cloud Chime for IBM Sametime® Chime for XMPP