Overview of Chime for Sametime^©

IM enable your internal and/or external service desks with Chime to extend the value of your IBM Sametime^© investment. After more than 10 years of developing IM-based chat solutions for large enterprise helpdesk and service centers, we built Chime to meet the scalability, expert routing and integration needs of today’s social enterprise.

• Support employees, partners and customers with click to chat functionality for virtually every business use case
• Set routing rules based on role, subject matter, geography or other filters
• Monitor and track activity with rich dashboards - requests in queue, agent productivity, trending issues and more
• Capture full record of all case interactions for easy escalation and fast resolution
• Interactive reports enable informed decisions to drive smarter operations and business growth

For existing Queue Manager customers to see the differences and new features Chime for Sametime^© brings to the table Click Here ⇨ What's New about Chime

Benefits

Chime-enable your service desk today and realize the following benefits

• Increase agent productivity with concurrent chat session management
• Improve employee satisfaction with easy access to help and seamless escalation from IM to voice to video or screen sharing tools
• Identify trends through real-time activity monitoring and reporting
• Add value and traction to your IBM Sametime^© platform investments

Videos

Outage Notifications (1:48) Chime Click-to-Chat for Sametime^© (2:08) Agent Text Lookup (0:58) Click-to-Chat Customer Demo (1:33)

Create a Queue (1:58) Chime Text Resources (1:07) Install Plug-in - Windows 7 (2:17) Install Plug-in - Mac (2:24)

Agent Plug-in Overview (1:35) Queue Scheduling (1:04) Text Resource Plugin Commands (1:26) Critical Condition Emails (0:53)

Agent Sending Screenshot (1:11) Agent Sending File (1:26) Email Chat Transcript (1:25) Charts and Reports Overview (1:47)

Screenshots

Process and Features Overview Manager Experience Queue Settings Chime Web Client

Agent Experience Reports Admin Settings Queue Licenses

Charts and Reports

With Chime for Sametime^©, 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.

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 Sametime^© 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.