VISIONEERING.THE CHANGE1
OUR OFFICESCORPORATE OFFICE
Plot No: 9/A15, SIPCOT IT Park Padur PostSiruseri, Tamil Nadu 603 103, IndiaPhone : +91 44 4741 9000Fax : +91 44 4741 9100
662, Woodlands Ring Road, #5-226Singapore 730 662Phone : 65 6279 1053
OMAHA OFFICE13011 Scott StOmaha, NE 68142Phone : 402 505 7790Fax : 402 505 7798
1000 Route 9 North, Suite 303Woodbridge, NJ 07095Phone : 732 283 0801Fax : 732 283 0489 Fax : 732 283 3775
OFFSHORE OFFICE SINGAPORE OFFICE
15years
MS LYNC ADAPTER FOR HELPDESK
VISIONEERING.THE CHANGE2ALL RIGHTS RESERVED 2015 - SENSIPLE
1999Founded in US
5Service Lines
400+Domain / Tech
Experts
ISO9001:2008
Quality Excellence
3+Proprietary
Products
3Continents –
Customer Presence
Omaha
New Jersey
India
Singapore
Catering to customers around the world through a Global network of offices at Strategic locations
An
Exceptional
Customer
Solution
Experience
Modernizer
SENSIPLE FACTS
VISIONEERING.THE CHANGE3ALL RIGHTS RESERVED 2015 - SENSIPLE
For your Helpdesk
SENSIPLE LYNC ADAPTER
VISIONEERING.THE CHANGE4ALL RIGHTS RESERVED 2015 - SENSIPLE
USERS TO HELPDESK COMMUNICATION
CALLING
CHATTING
USERS AGENTS
Lync Calling & IM
Non-Lync Users
Non-Lync Chat
Lync Calling & IM
VISIONEERING.THE CHANGE5ALL RIGHTS RESERVED 2015 - SENSIPLE
LYNC USERS CALLING HELPDESK
I V R A C D I M
Lync Users
Agents
Service Desk
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NON-LYNC USERS CALLING HELPDESK
I V R A C D I M
Lync Users
Agents
External Users/ Customers
Service Desk
VISIONEERING.THE CHANGE7ALL RIGHTS RESERVED 2015 - SENSIPLE
AGENT DASHBOARD WHEN RECEIVING CALLWidgetAgent creates a ticket with
just one click
Sensiple Lync Adapter also provides call controls for agent’s convenience
History of tickets for the caller is auto populated
Sensiple Lync Adapter gets the profile of the customers (non-Lync callers) from CRM.Profile of internal users (Lync callers) are retrieved from AD
VISIONEERING.THE CHANGE8ALL RIGHTS RESERVED 2015 - SENSIPLE
NEW TICKET CREATED AND EVENT HISTORY UPDATED
New ticket created during the recent call in Helpdesk
Call details are recorded and current action of the ticket is showed in the event history
VISIONEERING.THE CHANGE9ALL RIGHTS RESERVED 2015 - SENSIPLE
AGENT’S DASHBOARD WHEN RECEIVING IM – LYNC TO LYNC
Agent can also create a new ticket during this chat session
Sensiple Lync Adapter shows the details of recent tickets for user
Agent can update the details of any ticket
Agent can also open and view the ticket details
VISIONEERING.THE CHANGE10ALL RIGHTS RESERVED 2015 - SENSIPLE
USER & AGENT’S VIEW WHEN RECEIVING IM – WEB CHAT
Click to Chat functionality for non-Lync users / Guest users
WEB CHATUSER WINDOW
LYNC CHAT AGENT WINDOW
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CHAT SESSION HAS BEEN SAVED AS PART OF THE TICKET
VISIONEERING.THE CHANGE12ALL RIGHTS RESERVED 2015 - SENSIPLE
LYNC ADAPTER INTEGRATION ARCHITECTURE
VISIONEERING.THE CHANGE13
Thank Youwww.sensiple.com
Corporate OfficePlot No: 9/A15, SIPCOT IT Park Padur PostSiruseri, Tamil Nadu 603 103, IndiaPhone : +91 44 4741 9000
662, Woodlands Ring Road, #5-226Singapore 730 662Phone : 65 6279 1053
Omaha Office13011 Scott StOmaha, NE 68142Phone : 402 505 7790Fax : 402 505 7798
1000 Route 9 North, Suite 303Woodbridge, NJ 07095Phone : 732 283 0801Fax : 732 283 0489 Fax : 732 283 3775
Offshore Office Singapore Office
[email protected]
