Unified Service Desk

Overview

Skype for business(Lync) integration for Remedyforce

Description

Sensiple’s Skype for Business Adapter integrates Remedyforce with Skype for Business(SfB) / Lync / O365. This integration extends SfB collaboration to BMC Remedyforce Service Teams. This connector provides users the ability to create, update and review service ticket/ incident/request from SfB (Both Chat and Voice).This solution helps the enterprise to leverage existing investment on Microsoft’s Skype for Business (SfB) and Remedyforce.

The following are the features of Skype for Business Adapter:

· Chat as an additional channel for enterprises to further optimize the cost of servicing

· One click ticket creation update from Skype 4 business extension window

· Agents can quickly view end users profile

· Supports both On-premise and Hosted implementation models

· Supports PSTN or Skype call


Benefits

This Remedyforce integrator improves employee satisfaction and reduces ticket resolution time by extending Microsoft Lync/SfB

Adding IM as an additional channel

An integrated web chat module for connecting with external customers

For more information, please visit: https://www.sensiple.com/CustomerExperience-CEX/Remedyforce