Extend IM
Today businesses are rapidly adopting Instant Messaging as a core technology for real-time communications between employees and other employees, partners, and customers in many of the world's largest organizations. Many of these organizations are now leveraging the popularity and ease-of-use of IM to extend real-time interaction to critical business applications.
Akonix provides developers, system integrators and end users with the ability to prototype, build, test, and launch enterprise multi-network Instant Messaging applications and to integrate presence and real-time communications into existing enterprise applications using Akonix L7 Builder. Leveraging open systems and standards, including voiceXML, web services and standard development environments allows rapid, simple deployment of IM-aware and IM based applications. Akonix leverages certified relationships with all major public, private, and enterprise instant messaging systems, as well as the robust security, management, and compliance capabilities of our complete product line.
The Instant Enterprise
Universal real-time access to business information is the next step in the real-time business revolution, enabling organizations to create new product offerings and to achieve new levels of productivity, operating efficiency and customer service. Integrating presence and Instant Messaging into applications allows users to immediately identify resources for collaboration from portal sites or applications or to use a simple conversational interface to request, modify and post data to back end systems.
Key capabilities:
- Leverage presence information from public, private, and enterprise IM networks across multiple applications
- Provide automated access to business information, such as product availability, corporate 411 and others time sensitive data
- Deliver interactive alerts which initiate and route communication based on presence and/or business, such as an IM-based help desk.
- Enable real-time help through collaborative interfaces, which monitor and process messages between two or more users, extracting content and meaning out of messages and responding or assisting users by injecting information, forms or other means of data into the interaction.
- Extend self-service help to customers over IM with the ability to transfer to "live agents" for escalation and issue resolution.
Revenue and Cost Savings Opportunities
The economic impact of enterprise IM applications is unique to each business, but there are common factors to consider: time and resource savings over phone contacts; how faster, presence-enabled information access shortens sales cycles or speed business processes; ROI on real-time promotions and automated customer service; and lower error rate due to more accurate information.
