Integrating Skype for Business with Remedyforce

Skype for Business (formerly Lync), A Market Leader of the Unified Communications Segment and Standard communication channel for enterprises, is slowly replacing off Phone and Email Communication.

Remedyforce, A Well known Modern IT Service Management built on Salesforce App Cloud.
The Ease of use of SfB & high speed ITSM Remedyforce induced Sensiple to develop Skype for Business Adapter for Remedyforce. Many organizations are willing to adopt our SfB Adapter to interact with their support representatives for faster response and quicker resolution.

Install and Get Started

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Skype4B Adapter for Remedyforce is an out-of-the-box solution for companies that want to use Microsoft Lync / Skype for Business/ Office365 and Remedyforce IT Service Management.
This product supports both on-premise and hosted model of Skype for Business.


Skype for Business - Remedyforce Integration Features

Single Window for Agent Support

  • Allows customers to initiate a interaction with a support queue or role from any of their Lync or Skype for Business clients (Chat, Call or Web)
  • Creating a New user & Creating a New incident/Updating an existing incident is just a click away.
  • Chat/Call conversation is stored as part of the ticket
  • User profile details which are recorded in Remedyforce are auto populated in Skype for Business Chat/Call

Virtual Chat Bot

  • Extending Microsoft Lync's ACD functionality over chat and voice channels to enterprise Service desk environment
  • Intelligent queuing and dynamic routing makes sure that the service request routed to the right service representatives
  • Service desk Agents can accommodate multiple service requests simultaneously

Context Sharing

  • Users can move from one channel to other without losing the context of the previous interactions

Admin Console

  • Sensiple Skype for Business Adapter provides 360 degree view of the customer
  • Insights/statistics on various parameters like Call Resolution, Agent Productivity, Chat Traffic, Queue Load, etc. can be viewed on a real-time basis
  • Ability to add Agents, Queues and Virtual Agents across Chat and Voice channels. Assign agents to appropriate queues with single drag-and-drop
  • Pre-defined and Custom responses

Webchat to Skype for Business Integration

  • External users can connect with agents working on Skype for Business through the Web Chat bot available in the Website. Agents can also scale up the conversation for desktop sharing/voice calling by sharing the Conference URL to the user


Benefits to You

  • Ease of Use with the Users Preferred tool of communication (Skype for Business)
  • Time saving as users can perform everything in a single integrated SfB window
  • Measure KPIs and SLAs of Service Teams on Call Resolution, Agent Productivity, Chat Traffic, Queue Load in a real time
  • Accelerates Agent response time due to intuitive features and Faster & more efficient incident resolution
  • Desktop sharing, IP calling and video chat facility with customer connected from Web Chat
  • Saves configuration costs & Faster deployment