What is Instant Chime for Microsoft Teams?

Instant Chime for Microsoft Teams marks the next step in the evolution of the enterprise service desk leveraging Microsoft Teams.

We have a few core concepts driving many of the features in this release:

• Service Desk application that integrates fully with Microsoft Teams
• Integrate with custom bot initiatives - including Microsoft Bot Framework applications
• Adaptive cards for improved UI and conversation flow
• Tools to help connect with cognitive services for self service and agent deflection
• More than 30 charts and reports to cover usage and metrics

High Level Demo and Presentation

May 21, 2019 (1:10)

Chime for Teams Employee Service Desk Help Channel

Demo of the routing experience for guests in Chime for Teams and overview of new features.

May 21, 2019 (1:21)

Service Desk Integration with Microsoft QnA

Video demo of Chime for Teams integrating a QnA Knowledgebase into an existing service desk.

June 7, 2019 (1:20)

Routing to Service Desk using Teams

Video demo of an employee connecting to their internal service desk using Microsoft Teams

Features

• Customer Experience

  After a customer clicks a button on a web page, Chime will launch a new window that will connect that customer with an agent. A live chat session between the customer and the agent using Teams will begin, enabling the guest to get immediate help.

  • Click-to-Chat (6)
  • Routing With Self Service (8)
  • Routing In Teams (8)

• Agent Experience

  Agents can quickly and easily accept an inbound chat just by clicking on a toast notification. When connected, the agent will see a host of information about the inbound guest. The agent also has access to any canned/standard replies that have been created. Agents can send and receive files. Chime is designed to give agents the ability to give help quickly and efficiently.

  • Agent Experience (4) Introduction to Chime for Microsoft Teams (11)

• Manager Experience

  Because Chime has the concept of roles/permissions, those designated as managers and admins have a host of elevated abilities. These abilities include monitoring ongoing chats, looking at charts and statistics, generating reports, and much more.

  • Manager Experience (8)

Screenshots

Introduction to Chime for Microsoft Teams (11)

Click-to-Chat (6)

Routing With Self Service (8)

Agent Experience (4)

Charts and Reports

With Chime for Microsoft Teams, you can quickly render, download, and export many types of charts and reports about the conversations that have taken place within Chime.

• Both managers and admins have the ability to view both system level and queue level charts and reports.
• Managers can only view charts and reports for the queue or queues they are responsible for managing.
• Admins can view charts and reports for any and all queues within the entire system.

Click Here ⇨ Complete List of Charts and Reports.

Prerequisites and Install

For the prerequisites of setting up Chime for Teams, click here » Chime Prerequisites

For a list of steps on getting Chime for Microsoft Teams installed, click here » Install Guide

Mission

We understand Instant Chime will be deployed and managed as a part of a larger, more complex enterprise IT ecosystem. Our design-centric approach focuses on ease of use in both the back and front end of the solution. Instant customers leverage their existing Microsoft Teams framework with no additional heavy technology lift for a clean installation process and a modern user interface so help desk agents can be up and servicing employees quickly with minimal training.

Pricing

Chime integrates with your existing systems allowing you to extract more value out of your infrastructure investments. With Chime you own both the application and the data. Chime pricing is based on a per-queue model according to the number of agents you can invite into a session for support. With other solutions typically priced based on a per agent/per year annual fee, costs can mount quickly. Our sliding scale supports an ROI based on increased agent productivity and leveraging your existing IM and UC platform investment.