Connecting People in New Ways, Anytime, Anywhere
Partner Solution Brief
Powered by the Microsoft Lync platform, SmartChat
offers live, presence-enabled chat via the web,
connecting business and support representatives with
their online customers.
Partner: Evangelyze Communications
Website: www.evangelyze.net
Partner Size: 21 employees
Country or Region: United States
Industry: Non-specific
Partner Profile
Evangelyze Communications is a
Microsoft Gold Certified Partner and a
Featured Microsoft BizSpark Start-up
company focused on Unified
Communications and Collaboration
(UC&C) Communications Enabled
Business Process (CEBP) technologies.
SmartChat for Microsoft Lync provides live web chat connecting
the Microsoft Lync client application with online web visitors. It
does this through a Microsoft Silverlight and Lync Server
presence-enabled chat client integrated with innovative
customer support and CRM tools with line-of-business
application plug-ins created easily using Microsoft Visual Studio.
Business Needs
Today, many organizations take
advantage of web chat
applications to support their
online web visitors. These
applications make basic online
chat possible between
representatives and the web
visitor to offer customer service
or support. With these
applications, organizations can
provide agent response systems,
reporting, queues, and online
web visitor interaction via a web
client.
Solution
For more information about Evangelyze
Communications products and services,
call (888) 881-3826 or visit the website at:
www.evangelyze.net
SmartChat is a live web chat
solution that meets exactly what
customers need today. It also
provides a massive savings on
what organizations spend today
for existing web chat
applications by offering a lower
total cost of ownership and a
good return on investment by
integrating web chat with the
Microsoft Lync platform.
By providing the latest
innovation in online web chat,
organizations can now offer
more than basic web chat to
their online web visitors. Now,
through SmartChat, they can
provide true presence-enabled
chat solutions, advanced routing,
compliance and agent-based
reporting. More importantly,
organizations are able to equip
their representatives with a full
suite of out-of-the-box and
customizable customer service
and support tools through the
SmartChat for Microsoft Lync
client application.
Through SmartChat for Microsoft
Lync, customers have access to
features such as:
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Live, presence-enabled web
chat client application, powered
by the Microsoft Silverlight
browser plug-in and with no
software to install for online
web visitors.
Administrative Console, which
provides SmartChat agent
management, supervisor tools,
agent queues and routing
management, and reporting.
agents need no additional
training.
Benefits
By implementing SmartChat for
Microsoft Lync, businesses can
reduce costs and improve
customer support. Benefits
include the following:

SmartChat application extension
for the Microsoft Lync client,
which offers application sharing,
co-browsing, Microsoft
Dynamics CRM integration,
customer tracking, customer
profile information, user
mapping, and location services.
It also provides a plug-in
development suite to create
additional line-of-business
application integration to better
equip the SmartChat agent.
Translator-aware and languageaware solutions to help them
better support their own
customers at a fraction of the
cost of the systems they have
deployed today.
With SmartChat, Microsoft United
Communications customers can
offer customer support and
service via the web without
having to roll out new client
software. And because they are
familiar with the Microsoft United
Communications client
application, customer services
representatives, or call center

With SmartChat for Microsoft
Lync, customers no longer
have to rely on expensive
contact center, call center, and
hosted web-based live chat
applications that drain an
organization’s budget.
SmartChat agents can support
their customers from any
location based on remote user
connectivity provided through
the Lync platform. As a result,
businesses save money by
eliminating office expenses
and travel. What’s more,
SmartChat compliance and
reporting features save money
by making timelier and more
efficient customer support
possible.
SmartChat agents have the
information they need to best
support their online web
visitors through more than
basic web chat. Through
SmartChat, agents are
provided with visitor and
customer profiling, integration
with Microsoft Dynamics CRM
for customer record
management and history, and
application sharing. They also
have access to other popular
customer support and service
This solution brief is for informational purposes only. MICROSOFT MAKES NO WARRANTIES, EXPRESS OR IMPLIED, IN THIS
SUMMARY.
Document published October 2010
tools and resources to provide
the most innovative customer
support solution via the web as
well as internal support
available through an IT helpdesk solution.
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By using the SmartChat plug-in
interface, additional line-ofbusiness applications can be
integrated easily into the
SmartChat for Microsoft Lync
client application so SmartChat
agents can better service their
online web visitors by linking
CRM, ERP, customer service,
and IT help-desk applications.
Online web visitors can
connect from any browser to
interact with SmartChat agents
through a live web chat
application powered by
Microsoft Silverlight. Features
including instant messaging,
application sharing, cobrowsing, and additional lineof-business application
functionality help ensure the
highest level of customer
support.