The Customer: A Global Financial Services Provider The customer is one of the world’s largest financial services institutions, serving more than 50 million individual and institutional clients in the United States and abroad. For over a century, this company has helped clients both grow and protect their wealth with information, advice, and choice on a broad range of asset management, insurance, securities, and employment solutions. The Customer’s Challenge: Connect with Clients by Extending Sametime to the Web and with Plug-ins The customer decided to improve service by adding real-time access to their customer service professionals. Such a web chat application would provide their Group Insurance clients with the option to seek immediate, online help and thereby simplify and

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