Akamai implemented Jabber’s presence-based enterprise instant messaging (EIM) solution with persistent group chat so that employees can see instantly who is available to help solve a customer’s problem. When tech support personnel in Akamai’s Network Operating Center (NOC) come online, they are automatically logged into persistent, topic-based group chat rooms to receive and monitor real-time updates and troubleshoot customer tickets.
By viewing the persistent group chat room history, Akamai’s tech support personnel can quickly gain context to the ongoing conversation allowing them to rapidly get up to speed and collaborate in real time to brainstorm potential resolutions. The solution provides 24/7 tech support coverage for 24/7 websites.
