ExpressAgent acts as the "SPOC" (Single Point of Contact) of your Service Desk : When your Customers/End Users want to reach your Service Desk, they simply start a conversation with the expressAgent contact that appears in their contact list:
Note that expressAgent can get the name of your choice : it can appear in your Customers/End Users contact list as 'Help Desk', 'Service Desk', 'IT Service',... It is a setting that simply needs to be configured at installation time.
ExpressAgent is a Virtual Agent. It acts as any member of your service desk : it is capable of asking questions, and providing answers, or transfering the conversation to a Physical Agent. It's all up to you : the behavior of ExpressAgent is completely configurable.
ExpressAgent comes with a comprehensive, easy to use, configuration interface : the expressAgent Workflow Editor. You can personalize the behavior of your expressAgent virtual agent, by selecting activities through a library of predefined activities, dragging and dropping them, re-organizing your activities,...
ExpressAgent is extensible : If you need an activity that is not in the list of predefined activities, you can browse our 'Activity Store', or ask us to build a new activity especially for you (through our Professional Services offering).
ExpressAgent supports multiple Languages : you can configure a question, so that ExpressAgent will ask contacts in which language they want to be served, and the conversation will continue in that language. ExpressAgent can then be configured to transfer the conversation to a group (a queue) of Physical Agents, who can serve the Customer in the selected language. In case the language preferences are stored in Remedy, ExpressAgent can also be configured to retrieve that information automatically (using an activity available from the Activity Store), and to serve the Customer in his language from the start of a new conversation.
ExpressAgent supports Highly Available architecture : with the optional 'HA-Package', which includes a 'Failover Service' to be installed on all Lync Front-End servers, several ExpressAgent servers can run in parallel, sharing the same data. It provides both scalability and redundancy. In case you need to serve more people, you can simply add an ExpressAgent server to the ExpressAgent Application Pool. In case one of the ExpressAgent server fails (power outage, localized network issue, System issue, ...), the load will be re-dispatched on the other ExpressAgent nodes, in a transparent way, without disrupting the on-going conversations.