Lync Client Interface for Leading Enterprise IT Helpdesk

A new interface provided an easy way to navigate, connect and interact with the support agents without being confined only to tele-support system and resulted in support faster responses and better user experience

lync-client-interface-for-leading-enterprise-it-helpdesk

Situation

A leading enterprise with over 50,000 employees was looking to implement an interactive client interface for enhancing its IT helpdesk support experience Their older helpdesk did not have a direct contact or operator facility, so automatic redirection of the end user to the correct support agent was becoming a vital need End users were made to use a tele-support system, so the new system was expected to be more accessible through other devices and Microsoft Lync which was the primary IM client used across the enterprise.

Challenge

Designing intuitive User Interface with latest visual concepts like Windows phone style Implementing server side components for correct and quick redirection of end users to agents Making the solution available to well known mobile platforms

Harbinger Solution

Created a multi-modal metro style interface which integrated with Microsoft Lync clients The new interface was accessible from desktops, laptops, tablets and smart phones Implemented a server side component in the form of bots for connecting end users with support agents Established text as well as voice communication channels using UCMA (Unified Communication Managed API) framework

Technologies & Tools

Unified Communications Managed API (UCMA) 3.0, Microsoft Lync 2010, Windows Communication Foundation (WCF), .Net 4.0, Silverlight 4.0

Benefits

IT Support got streamlined with a significant reduction in "time to connect" between user and agent Improved availability through mobile solution Such a solution was never attempted in the past. Harbinger Systems learnt the required technologies, integrated them with existing interface and delivered a quality solution within the time limits.