Enterprise IT Service Desk

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Case Study: Enterprise IT Service Desk

How Chime helps the Enterprise

A global IT company operates an internal service desk providing support for internal end users located in North America, Europe, Australia and New Zealand. The service desk provides support for a variety of environments including Windows, Lotus Notes, VPN, etc.

"The end users are extremely satisfied with the implementation of chat. Since they are not tied to a phone they can continue to work while they are waiting for the agent to answer their request, and investigate their issue."
IT Service Desk Architect

Problem

The internal service desk wanted to provide the end user another avenue for support opposed to calling the service desk or opening a support ticket. Even issues such as garnering a password reset, inability to access email, or software installation issues, are simple to fix but still required calling the service desk and waiting for an agent.

Click-to-chat was a brand new solution for the service desk and it was critical for the following business issues to be fulfilled.

  • Integration with existing Skype for Business infrastructure
  • Scalability—provide the ability to quickly create additional chat support queues
  • Robust charting and reporting

Solution

Instant Chime for Lync/S4B has enabled the service desk agents to work on more than one issue at a time. This is a huge advantage over phone support, where the agent can only work with one user at a time. With queues in several languages, including English, Spanish, French, German, Mandarin, Korean, and Russian, employees from offices around the world can get the help they need in the language they speak.

As a global enterprise, the company has end users that speak a variety of languages, and accents are always a concern via phone support. Chat support helps to neutralize the accent barrier between the end user and the service desk agent and also leads to higher customer satisfaction.

Since both the end user and service desk agent are utilizing the Skype for Business client, they are able to use a majority of rich client features, including the screen capture feature. The end user can send screenshots of their environment which helps the agent quickly identify the issue. In addition, the agents can send the end users a series of steps that they need to perform, or a link to an existing procedure.

Deployment

Queues Agents Employees Languages Client Web Client SQL Server
7 75 > 50,000 English, Spanish, French, German, Mandarin, Korean, Russian Microsoft Lync 2013 Internal Web page SQL Server Windows Server 2012

Web Client

Location: Inside company firewall
Shared via: Internal web page

Security is a high priority and major concern for most companies. Exposing anything to the DMZ without precautions is a major security risk. By having Chime live inside the company firewall, the company prevents any unwanted access to their environment.

Enterprise IT Service Desk Architecture

Virtual Agent

Chime virtual agents perform automated tasks at specific points in the Chime session (chat session) life cycle. This company uses two different virtual agents. One to assist in skill tag routing (rout/connect to different agents based on particular skills they have). The other one is an SMTP virtual agent that sends an email to a 3rd party ticketing system for easier integration. These two virtual agents have pages of their own:


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