Ivanti Skype for Business Adapter

Sensiple’s UCX platform transforms your Skype for business to a contact center solution and integrates with Ivanti Service Desk.

Sensiple Unified Customer eXperience platform enables any enterprise that uses Skype for Business on premise or O365 to boost their S4B ROI. The platform transforms S4B into a contact center solution that enables your support agents, customer acquisition team and other enterprise support teams to use S4B as their agent desktop for voice & IM. The solution provides the capability to boost agent productivity, improves agent morale (one of a kind solution that focuses on agent experience as well!!) and enhances customer experience as well. If your organization has users distributed all over the world, the UCX platform enables any agent to support any user anywhere in the world with our chat without having local language proficiency (UCX support 120+ language translation by leveraging Microsoft platform capabilities).

Features

Chat

• Multi-level chat queues
• Agent availability based routing
• Bot based support
• Customizable agent & user
• notifications
• Web chat widgets
• Cognitive Services

Agent Specific Features

• Canned Agent Messages
• Automatic after chat update
• 360 degree view of the Customer
• Context based support
• Ability to accept or reject chats
• Agent conferencing option
• File sharing

Portal Features

• Agent Productivity Review dashboards
• Bot based metrics dashboard
• Agent, Queue & Operational Hours
• Configuration
• Queue, agent and call session report

Voice

• Incoming call screen pop-up
• BOT specific IVR creation
• Call Recording
• Automatic caller identification Call controls

End User Experience

• Visual menu for agent group selection
• Co-browsing
• File share option

Sensiple_ISM_UCX_Platform_Brochure

Please Note: To use these solutions, first download and install the unpackager tool from here and use it to open the solution.