|
Products - Vayusphere
Instant Response Solutions
Vayusphere Instant Response Solutions are a
family of Instant Response Agents/Bots built upon the IRiS Instant
Response Server platform. Vayusphere provides out-of-the-box
Instant Response Solutions for:
Vayusphere InstantResponse solutions are IM
independent and support Vayusphere IM, IBM Lotus Sametime,
Microsoft Live Communication Sever/OCS, AOL Instant Messenger, Reuters Messaging, MSN Messenger
and Yahoo! Messenger. You or your customers can use one or
all of these products simultaneously, eliminating the need
to install new software on the customer end.
InstantResponse
for Help Desk and Field Service Technicians
Vayusphere provides InstantResponse solutions
for companies operating IT Help Desks and Field Service Oranizations.
Out-of-the-box solutions are available for Help Desk customers
using Remedy Help Desk and CA Unicenter Service Desk, and
for Field Service customers using Siebel Field Service
Request the following data sheets for more information:
InstantResponse enables bi-directional, real-time
communication and collaboration between a Help Desk or Field
Service application, and distributed staff using any Instant
Messaging (IM) enabled desktop, PDA, pager or phone. InstantResponse
reduces costs for field-oriented service operations by:
- Improving the productivity of dispatch staff
- Improving the productivity of distributed
workers
- Minimizing expensive rework
- Reducing the costs of delayed response, such
as lost revenues
- Increasing customer service and satisfaction
through faster resolution of problems
InstantResponse provides all the necessary functionality
required to intelligently forward Help Desk or Field Service
cases to support staff, via secure instant messages, based
on real-time information about their current presence and
availability. It also enables field staff to interact with
the Help Desk or Field Service application and other enterprise
applications, remotely and in real time, using simple keystrokes
on their IM-enabled desktop or mobile device. Specifically,
InstantResponse:
- Enables a distributed
support person to receive a real-time notification when
a case is assigned to them or their group.
- Enables a support manager
to receive a real-time notification when a case is escalated.
- Provides a set of commands
that enables a distributed support person to interact with
the Help Desk or Field Service application remotely using
simple keystrokes on their IM-enabled desktop, PDA, pager
or phone. The available commands can be configured based
on the user's role and access privileges. For example, support
staff can: Create a case and assign it to one or more technicians
or field service personnel; Accept a case; Decline a case;
List all open cases or a subset of cases; Add notes to a
case; Reassign a case; and Update the status of a case.
Similarly, managers can: List all open cases by priority
code; List all open cases that have been open longer than
a user-defined number of minutes; and Change the escalation
status of a case.
InstantResponse
for Call Centers and Help Desks
Vayusphere InstantResponse for Call Centers
is an out-of-the-box InstantResponse solution for companies
that want to use Instant Messaging in their Call Center. It
provides all the necessary functionality for your customer
to use their existing IM solutions or your website to interact
with your call center representatives.
Specifically InstantResponse:
- Allows customers to initiate a dialogue with
your call center from their IM client or through your website
- Allows your call center to contact a customer
on their IM client when customer is available for a call-back
no matter how service request was received at the call center
- Intelligently queues and dynamically routes
the service request to the right representative in your
call center based on load, availability and customizable
factors, such as skill sets or location.
- Escalates a service request when predefined
wait time and queue length thresholds are crossed.
- Enables your call center representatives
to easily bring in other experts into the session either
privately or in a three-party session with the customer
- Allows supervisor to observe work queues,
and dynamically change load factors and service request
priorities
- Tracks statistics on queue lengths, wait
times, service times, and representative efficiency and
performance
- Logs all conversations in your CRM system
InstantResponse for Call Centers' compelling
ROI is driven by the following time and cost savings:
- Increase utilization and productivity of
your representatives
- Reduce resolution time
- Increase enterprise wide efficiency of your
rep-resentatives
- Provide better service
- Convert web visitors to buyers
- Implement Virtual Call Centers
 InstantResponse
for Corporate Directories/ Expert Finder
Corporate Directories typically provide a list
of roles, hierarchies, and contact information about enterprise
workers. A typical use of a corporate directory lookup is
to retrieve contact information, and then attempt to sequentially
contact the person or persons searched for using various contact
methods returned.
Vayusphere Instant Response for Corporate Directory
significantly enhances the speed and capability of lookups
against corporate directories by adding dynamic Presence and
Availability information and one-click smart instant messaging.
When a user connects using Instant Messaging to the Instant
Response for Corporate Directory agent, the Response Agent
makes an initial query using LDAP to the corporate directory,
and an additional query to the IRiS Presence, Availability
and Location (PAL) Server and provides this aggregate information
about the persons current presence and availability to the
requestor. The target user may then be contacted on the device
on which they are actively available by clicking on an URL
embedded in the information retrieved. The Response Agent
also permits searches by titles and skills, enabling a listing
of all the people who match the criteria, but also a listing
of the subset of people immediately available to respond.
Another use of the Response Agent for Corporate
Directories is to bypass the two step process above and simply
ask it to send a message to a person. In this mode, the Response
agent will silently query the Corporate Directory as well
as the IRiS PAL server, find the device and the IM client
the user is then active on, and instantly send a text message
using any of the available methods (IM, Email, SMS, Paging).
Instant Response for Corporate Directories supports
the following directory products:
- Sun ONE Directory Server
- IBM Directory Server
- Novell eDirectory
- Microsoft Active Directory
- OpenLDAP
Vayusphere
Instant Response SDK
Vayusphere Instant Response SDK for Java and
Windows.NET developers enables you to create your own custom
application integration using the IRiS Platform. For details,
contact sales@vayusphere.com.
|
