ExpressDesk is a suite of Products, offering the following features:
A Virtual Agent available in Lync : it appears as a Lync contact in
your Customer's Lync Client and represents the single point of contact
to your service desk. Behind that contact, a chat bot can ask a few
(configurable) questions and dispatch the communication to the available
service desk agents (based on skills/languages/availability/position of
the call in the queue). The identity of the Service Desk agent taking
the call is not disclosed to your customer. The Virtual agent connects
to Remedy through webservices to retrieve information about the
customer, support groups, members of support groups, opened calls
(incidents/changes/service requests/...) of the customer, and so on. More Details...
Integration of Remedy inside Lync's conversation window : when the
Virtual Agent transfers a call to a Service Desk agent, the appropriate
form opens inside the Lync conversation window, and customer details are
automatically completed inside the ticket, as well as the information
that was retrieved by the bot through the various questions he asked to
the customer. The conversation is automatically added to the ticket's
Work Info log.
If the customer was calling for an open ticket, the
bot will try to route the conversation to the ticket assignee (or to
someone from his team if the assignee is not available), and when the
assignee will receive the lync conversation, the exact ticket for which
the customer called will automatically open inside the lync conversation
3. Integration of Lync controls inside Remedy : you can
see the Lync status of customers inside various consoles (incident,
change,...) and inside the tickets themselves, and you can start a
conversation with a customer in one click directly from Remedy. The
ticket for which you're calling will automatically appear inside the
Lync conversation window. And the conversation will automatically be
appended into the Work Info log.
4. A Reporting feature is also
available to report on the activities of the Service Desk regarding Lync
usage : average duration of calls in the different queues, number and
average duration of calls per hour, per site,... Possibility to define
its own charts and indicators,...
5. A Single-Sign-On feature
which is needed to automatically authenticate your Service Desk agents
into Remedy every time they get a lync conversation with a Remedy
context (because you don't want them to waste their time typing their
login and passwords, do you?)
6. Support for Highly-Available, scalable, redundant architecture : the Express-Desk servers can be grouped as part of a Lync Application pool. As part of the High-Availability package, you get a Fail-over service that must be installed on every Lync Front-End server of your infrastructure, and which is going to monitor the SIP traffic between your end-users/customers and the Express-Desk servers. In case one of the Express-Desk server fails, the traffic will be automatically re-directed to the remaining nodes, without causing any disruption of the service.
Feel free to contact us if you're interested. We can organize an online Demo to show you how this all works.