The Customer: A Global IT Company —Internal Helpdesk A global IT company operates an internal helpdesk providing support for internal end users located in North America, Europe, Australia and New Zealand. The helpdesk provides support for a variety of environments including Windows, Lotus Notes, VPN, etc. Customer Challenge: Improve internal helpdesk efficiency The internal helpdesk wanted to provide the end user another avenue for support opposed to calling the helpdesk or opening a support ticket. Click-to-chat was a new service offering for the helpdesk and it was critical for the following business issues to be fulfilled; ? Integration with existing Sametime infrastructure ? Scalability—provide the ability to quickly create additional chat support queues ? Robust char

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