Overview of Chime 2.0 for Microsoft Lync®

IM enable your internal and/or external service desks with Chime to extend the value of your Microsoft Lync® investment. 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, expert routing and integration needs of today’s social enterprise.

  • Support for Lync® Online
  • Support for Lync® 2013 on premise
  • Chimehub.com integration – to enable chat links on external web sites via the Chime Hub cloud based proxy
  • No need to use IIS – Chime 2.0 will self-host the HTTP stack
  • Support for ‘standard replies’ and a configurable agent context window (via the Lync® context window extension)

Benefits

Chime-enable your service desk today and realize the following benefits

  • Increase agent productivity with concurrent chat session management
  • Improve employee satisfaction with easy access to help and seamless escalation from IM to voice to video or screen sharing tools
  • Identify trends through real-time activity monitoring and reporting
  • Add value and traction to your Microsoft Lync® platform investments

Register For Chime 2.0 Beta

Install and Get Started

New Features of Chime 2.0

Overview of New Features

Demo Movies

Chime Overview

Chime Installation

Lync Client Window Extension

Chime Live Chat

Screenshots

Lync Service Desk Dashboard Dashboards Utilize Sharepoint Site with Lync Client Extension Chime Lync Client Window Extension Inbound Lync Service Desk Request Chime Microsoft Lync Client Pre-Chat Interview Form Chime Web Client
Monitor Connected Service Desk Requests Agent Experience S4B help desk Queue Settings Manage Service Desk Agents Admin Settings Easily install Chime Installation

High Level Presentation

Mission

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.

Pricing

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.

Admin Area

  • Add and manage experts in real time
  • Create dispatchers
  • Configure queues - open/close, assign language, canned messages

User Experience

  • Web chat client
  • Embed customer ticketing or information panel for expert
  • Extend dashboard, charting and reporting

Dashboards

  • System level - view activity and traffic across all queues
  • Queue specific - high level and detail views with conversation filters, charts, metrics, and text analytics
  • Expert level - metrics and custom values passed to the expert receiving the request
  • Case level - conversations organized into cases