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.

1. HSTC3308
LYNC CLIENT INTERFACE FOR LEADING ENTERPRISE
IT HELPDESK
www.harbinger-systems.com

2. HARBINGER SYSTEMS
Overview Services
Harbinger Systems is a leading provider of software  Software Product Development
engineering services to some of the world's best product  Web 2.0
companies. Our services span solution consulting,
 Mobile App Development
software design, development, testing and test
automation.  eLearning
By leveraging cutting-edge technologies, Harbinger  Performance Engineering
Systems works with its customers as a partner in  Systems Software
technology innovation.  Digital Marketing
A Harbinger Systems Case Study
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3. LYNC CLIENT INTERFACE FOR LEADING ENTERPRISE IT HELPDESK
Situation Challenge
A leading enterprise with over 50,000 employees was
Designing intuitive User Interface with latest visual
looking to implement an interactive client interface for
concepts like Windows phone style
enhancing its IT helpdesk support experience
Implementing server side components for correct and
Their older helpdesk did not have a direct contact or
quick redirection of end users to agents
operator facility, so automatic redirection of the end user to
the correct support agent was becoming a vital need Making the solution available to well known mobile
platforms
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 Technologies & Tools
client used across the enterprise.
Unified Communications Managed API (UCMA) 3.0
Harbinger Solution
Microsoft Lync 2010
Created a multi-modal metro style interface which integrated with
Windows Communication Foundation (WCF)
Microsoft Lync clients
.Net 4.0
The new interface was accessible from desktops, laptops, tablets
and smart phones Silverlight 4.0
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
www.harbinger-systems.com
Benefits BOTTOM LINE
IT Support got streamlined with a significant reduction in “time to connect” The new interface provided an easy way to
between user and agent navigate, connect and interact with the
support agents without being confined
Improved availability through mobile solution
only to tele-support system. This also
Such a solution was never attempted in the past. Harbinger Systems learnt the
resulted in fewer support call drop-
required technologies, integrated them with existing interface and delivered a
outs, faster responses and better user
quality solution within the time limits
experience.
www.harbinger-systems.com rfi@harbingergroup.com