Instant Technologies Wins IBM Lotus Award for its Queue Manager
By Divya Narain
TMCnet Contributing Editor
Instant Technologies, a leading developer and provider of instant messaging solutions, has been honored with the coveted IBM (News - Alert) Lotus Award for its Queue Manager in the Best Tool/Utility Solution category. This is the third time that Durham, NH-based Instant Technologies has won an IBM Lotus Award and the second time it has won it in the Best Tool/Utility Solution category.
The 13th annual IBM Lotus Awards were announced a few days ago. The awards acknowledge outstanding members of the IBM PartnerWorld that specialize in Lotus software solutions. The award honors those companies that deliver best-in-class products, solutions and services to their customers.
“We are very proud to have been recognized by IBM with this prestigious award,” said Peyton McManus, president of Instant Technologies, in a press release. “Receiving this award for the third time demonstrates our continued excellence in the use of Lotus technologies, allowing us to provide high quality and value to our customers.”
The Instant Queue Manager provides the features of a telephone help desk within the instant messaging environment of IBM Lotus Sametime. The tool passes the customer queries to the next available agent. It catalogues chat conversations in an IBM Lotus Domino database. These are then moved automatically into other systems like Remedy, Act, PeopleSoft or SAP (News - Alert) thorough a Lotus Domino Agent.
The Learning Continuum Company (TLCC), a distance learning provider is a satisfied customer employing the Queue Manager for providing real-time help on its website. In the words of Howard Greenberg, one of the owners of TLCC, “Queue Manager allows TLCC to better service both our existing customers and to help get new customers. Visitors to our web site can click on a link to chat with either our sales or technical support groups. Queue Manager finds the right person to help our web site visitor.”
“Before Queue Manager, we had to constantly edit our web site to change the Chat link to the person who was available. Queue Manager knows who is available and uses a priority level to help find the next available person here at TLCC to help our customers,” added Greenberg.
“We are very proud to have been recognized by IBM with this prestigious award,” said Peyton McManus, president of Instant Technologies. “Receiving this award for the third time demonstrates our continued excellence in the use of Lotus technologies, allowing us to provide high quality and value to our customers.”
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Divya Narain is a contributing editor for TMCnet. To see more of her articles, please visit her columnist page.