Lync adapter for ServiceDesk Plus

Lync adapter for ServiceDesk Plus

Leverage the power of communication to take your help desk experience to the next level.

Average: 3.6 (7 votes)

The Sensiple’s Lync or Skype for Business adapter is ideal for businesses that want to deliver a customer-centric workforce optimization solution by using Microsoft Skype for Business.

The integration of Sensiple’s service desk and Microsoft Skype for Business provides ACD-like functionality on chat and call in an enterprise service desk environment. Sensiple will help companies consolidate their enterprise communications to service desks or contact center, in a unified solution, eliminating the need for an expensive PBX.

Leverage the power of Skype for Business to take your help desk experience to the next level.

 

 

  • INTELLIGENT ROUTING WITH AUTOMATIC CALL DISTRIBUTION FOR CHAT AND CALL

    Sensiple's virtual contact with the ACD functionality helps in routing the requester to the available agent, based on the agent's skill set. Agents get a Skype pop-up window with the requester's basic information, wait time in the queue, and the option to accept or reject the call. The queue wait time can be configured based on Business Rules through the Admin module.

  • CREATE, UPDATE, OPEN SERVICEDESK PLUS TICKET FROM SKYPE

    The Adapter Skype extension window pulls the relevant ticket details from ServiceDesk Plus for the agent's easy reference. With a single click, the agent can create a new ticket and update the ticket's history.

  • AUTO HISTORY UPDATE WITHOUT DUPLICATE EFFORT

    The adapter allows agents to update chat history and Skype call history as part of the ServiceDesk Plus ticket. When you create a ticket, the chat history is saved as part of the description. Follow-up chats will be saved as part of history or work notes. This helps agents not miss even a single conversation with the requester.

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PRICING

Please contact cxpresales@sensiple.com for detailed pricing based on the pricing options selected:

  1. Perpetual licensing model
  2. Annual licensing model

VERSIONS

  • Developer

    Sensiple

  • Integrates with

    Sensiple Skype Adapter 2.0


INSTALLATION STEPS

A manual containing the 7 easy click and complete type of installation steps will be provided.

FAQ

  • What is the typical server setup required to install UCX components?

  • Which software applications are required to enable UCX services?

  • Will UCX platform support O365 Skype for Business?

  • Can I create a HelpDesk ChatBot contact in O365?

  • How many queues can I create for a HelpDesk ChatBot contact?

  • Can the same agent be assigned to multiple queues?

  • Does UCX support Lync 2010?

  • Does the agent machine require any software permissions to use UCX services?

  • Does UCX support Lync 2010?