Innovative and first time ever implementation of ACD (Automatic Call Distributor) routing of IM Messages over Office Communication Server. Reporting Module which is capable of SLA reporting is the key feature of this solution. The project itself was undertaken to create a Chat Service using Office Communicator.
The solution provided the following value add to the existing structure:
• Round Robin concept for ACD routing of Instant Messages
• 24x7 Online contact channel
• Single OCS contact to reach Helpdesk
• Configurable Automated Greeting messages
• Configurable multiple queues with defined support days and hours
• Recording customer session details for reporting purposes
• Customized agent client to Accept chat
