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Skype for Business adapter for ServiceDesk Plus
Leverage the power of communication to take your help desk experience to the next level.
The Sensiple’s Skype for Business(Lync) adapter is ideal for businesses that want to deliver a customer-centric workforce optimization solution by using Microsoft Skype for Business.
Sensiple's Skype4B Adapter is a value added solution to your Skype for Business platform focusing extended collaboration with service desk and customer support team. Service Representatives are empowered with the ability to handle multiple interactions in a single and user-friendly window. It provides businesses to attain the much-needed optimal First Conversation Resolution with cost-effectiveness and efficiency in managing the support operations.
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.
Features
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 Skype4B 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.
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CREATE, UPDATE, OPEN SERVICEDESK PLUS TICKET FROM SKYPE FOR BUSINESS
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.
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AUTO HISTORY UPDATE WITHOUT DUPLICATE EFFORT
The adapter allows agents to update chat history and Skype4B 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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