Instant Queue Manager Version 4 Enterprise Click to Chat for IBM Lotus Sametime and Microsoft OCS

Instant Mission We help organizations to meet regulatory requirements, improve customer service, and increase employee productivity. We develop innovative, enterprise-class compliance and productivity solutions for IBM Lotus Sametime and Microsoft Office Communications Server. –IM archiving –IM queue management –Persistent chat rooms –IM bot development –Buddy list administration

Your Business Dilemmas You need to increase productivity by giving employees immediate access to the help they need to do their jobs effectively You need to shorten your sales cycle and improve customer satisfaction by giving your customers immediate access to sales staff and customer support

Solution: Instant Queue Manager Immediate, enterprise click to chat for real-time access to helpful experts “We are now able to easily route and manage real-time requests from our web site, without the need for any complex programming or Java expertise.” “The logging feature immediately lets us see who replied to which request and how many web- based queries we have handled.“ “Instant Queue Manager instantly puts data at our users’ fingertips so they can do their jobs faster and better.”

A Few New Concepts Seeker: A user who has been engaged in a request to locate an expert –Click to chat on web site, enterprise IM client Expert: A person or group who can provide expert assistance Interview: Optional input (questions or forms) that may be applied to a seeker before or during the routing process. Exposed as a IM based decision support system. Queue: The mechanism that will receive seekers and connect them with experts.

Step 1 - Visitor Requests Help Click to chat link is exposed on an intranet, portal, or extranet – or on a contact list within Lotus Sametime or Microsoft OCS

Step 2 – Prompt for Information Options set of questions may be requested from visitor – here are 2 examples. These are standard web forms. These values are then ‘associated’ with the visitor throughout the system.

Step 3 – Visitor is Greeted Visitor starts a web based conversation with the queue

Step 3 – Custom Lookups Visitor information may be retrieved, or stored, in 3 rd party enterprise system Custom database lookups may be utilized, such as: –Lotus Notes –Microsoft SQL Server –LDAP or Active Directory –Remedy, Pega, or Epiphany Custom conversational bots may be created in –Java –Groovy

Step 4 – Experts are Notified Experts, and the system, can watch places and reach out to visitors

Expert Perspective Expert may use embedded Sametime plug-in to monitor queues When notified of inbound request, queue details are one click away

Expert Perspective Drill down to queue level to view, and retrieve, inbound requests Experts may also comment on request Send surveys Transfer visitors

Step 5 - Measurements and Reporting All information is captured and available for inspection Default charts provide system level information Metrics are immediate and clear

Features and Benefits Provides a single source for immediate, expert assistance –Increases first-contact resolution rate –Increases employee productivity –Improves customer satisfaction –Shortens sales cycles –Minimizes reliance on trouble tickets Displays queues on buddy lists or portal pages –Users can seek help from within Sametime or from anywhere in the world via a web browser

Features and Benefits No additional software on client desktop –Zero touch = instant deployment Uses Sametime awareness and chat UI –Zero user training required –Provides immediate access to helpful experts via IM –Experts can self-manage their availability to provide help Distributes Requests Evenly –Each expert assumes an equal share of the workload –Wait time is minimized