It was nice to start with, but it was slow and quite unreliable since we were rely on mail servers of others.
Now we have XMPP instant messaging, which is lot faster, full with cool features like live presence status feedback, possibility of voice, video transfer cetera. Not to mention that apart from agents, users can immediately contact with each other directly.
In this early stage we are using the gtalk infrastructure, so we still rely on google, but I have successfully installed a very impressive open-source XMPP server called Openfire which could be solve our dependency problem.
We are using a nice Java library Spark to unleash the possibilities of this technology in our client side.
What we have so far up and running:
- Connection to gtalk service
- live presence status feedback (who is online)
- contact requests
- chat with multiple users
- new message notifications
Further plans:
- Integrate chat with the agent-communication platform (substitute e-mail system)
- Integrate gtalk buddy lists with the current contact management system
- Develop an elegant method for agent 2 human communication
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