AUGUST 30, 2016

Integrating ServiceNow Incident, Request, User Management with Skype for Business (SfB) / Lync / O365

Sensiple, an award winning solution provider for collaboration, communications and customer engagement has recently listed Skype4B Adapter for ServiceNow in ServiceNow App Store

Skype4B Adapter extends SfB collaboration to ServiceNow Service Teams. Sensiple’s Skype4B adapter redefines the way interaction happens within the service desks by extending unified communication & collaboration across your service delivery teams and employees or external customers. This connector supports both On-premise and Hosted implementation models and it provides users the ability to create, update and review service ticket / incident / request from SfB (Both Chat and Voice).

“Skype4B Adapter will help companies to leverage their SfB enterprise voice investment for customer support calls,” said Arasappan T. Pillai, Vice President of Customer Experience at Sensiple.

Sensiple's Skype4B Adapter provides highly personalized customer experience by,

  • Delivering Intelligent Interactions
    Allows agents to seamlessly access Service desk tickets within the Microsoft Skype4B. This helps the agent to know the reason of the customer call, engage in a context aware conversation and save manual effort
  • Connecting the Right Agent
    Sensiple has a unique ability to feature the Skype for Business Presence of a user to the service desk portal. This enables the Service representatives to interact with the users and resolve the incident swiftly
  • Promoting collaboration
    Enables agents to interact in real time and gather information on the issues from caller thus avoiding gaps in communication and improving speed of resolution

Benefits of Skype4B Adapter

  • Smart Chat/Voice call routing to right agent
  • Shows 360-degree view of the caller to Service Desk representatives for context aware conversation
  • Improved First Conversation Resolution
  • Reduced call handling time
  • Improved chat channel adaptation & acceptance because of familiarity of SfB
  • Consistent high quality customer experience by providing a unified view across all channels


Skype4B Adapter for ServiceNow

Unified Service Desk

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