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Vayusphere integration with Microsoft Live Communication Server™ reduces response times in Help Desks and Call Centers

Out of box Instant Response solution leverages investments in LCS to provide ACD like functionality over IM using Instant Messaging Queues.

MOUNTAIN VIEW, CA. — Vayusphere, a leading provider of Instant Response software and solutions announced the immediate availability of its Instant Response for Call Centers product for the Microsoft Live Communication Server. This product is an out-of-the-box solution for companies that want to use Microsoft Live Communication Server in their call center and help desk environments. It provides the necessary functionality for enterprise users to use their LCS Client to interact with their support representatives for quicker response, in a manner similar to consumer web chat solutions often used for customer service. No programmimg or software installation is required on user machines.

Specifically, Instant Response:

• Allows customers to initiate a dialogue with a support queue or role from any of their LCS Client
• Intelligently queues and dynamically routes the service request to the right support representative based on load, availability and customizable factors, such as skill sets or location. (IM-ACD)
• Can escalate a service request when predefined wait time and queue length thresholds are crossed.
• Enables support representatives to easily bring in other experts into the chat session
• 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
• Allows emailing of session transcripts to customers
• Logs all conversations

Enhanced Customer Self-service

Use of Instant Response for Call Centers can also enable customer self-service and update customers on their service requests using any device they use. Specifically, Instant Response:

• Allows a customer to use their LCS clients to interactively request information from applications, such as CRM tools or Knowledge Bases without requiring human intervention
• Escalates the request to a representative when needed.
• Allows the Call Center to send outbound status updates and notifications to customers on an IM client, pager, or SMS device eliminating the need for another set of software for this purpose

Return On Investment (ROI)

Instant Response for Call Centers’ compelling ROI is driven by the following time and cost savings:
• Increased utilization and productivity of support representatives. Representatives can now simultaneously handle requests from multiple customers. This mode of communication can eliminate the dead-time or hold time in traditional voice oriented conversations

• Reduce Resolution Time. Many Call Centers have realized the benefit of email support. Email support is considerably lower cost than phone calls. However, email is not ideal for interactive two-way dialogue and is prone to miscommunication, which can cause a simple service request to take several attempts and back and forth email messages to resolve. This encourages continued use of expensive voice calls. Instant Messaging based Instant Response for Call Centers ensures that the interactive dialog will end in satisfactory resolution of the service request on the first attempt

• Increase enterprise wide efficiency of representatives. Automated routing based on presence, availability, location, and expertise can significantly reduce support costs. With Instant Response there is no need to have some representatives spend time dispatching calls to the appropriate representatives. Additionally, representatives have Tier 2 or Tier 3 support personnel available at their fingertips using instant messaging. Tier 2 and 3 support may be mobile or at customer sites, yet can still be brought into the call center service resolution.

• Enable better service. With Instant Response customers reach on the first attempt a representative who is immediately available to respond, and has the right skills set. That representative also has the tools to answer questions while the customer is on the phone. Customers no longer need to be forwarded to multiple representatives. Additionally, all communication is immediately logged so that you have a history of the relationship with the customer.

• Virtual Call Centers. Use Instant Response to communicate with customer regardless of their location or the location of your support personnel. Your support personnel need only connect to the Call Center using an IM client from any location thereby creating a virtual call center environment. All communication is encrypted and logged even when going over the public Internet.

About Vayusphere

Vayusphere Instant Response is a standards-based platform particularly suited for call centers and help desks in the financial services, healthcare and service provider markets, where the integration of presence awareness and IM with line-of-business applications can dramatically reduce the costs of delayed response.

Vayusphere IRiS-based solutions are used by Global 2000 leaders such as Deutsche Bank, Lehman Brothers, JP Morgan Chase, Morgan Stanley, Credit Suisse, Intuit, Network Appliance, Sungard, Realestate.com.au, NBC and Telemundo

Vayusphere is a private enterprise software company based in Mountain View, California. For more information, call +1-650-960-2900, visit the company's web site at http://www.vayusphere.com, or send email to sales@vayusphere.com.

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