In house chat platform

A client gave us a call and was wanting to know if MS had a system in place to live chat with a contact. He was comparing this process to a company called RealWorks Labs which offers this type of integration or process.

He highlighted that someone can live chat with an employee about their (whatever the company's type of work it is) needs and they can manage the leads and also assign and re-assign leads all in this program.

So I thought it would be really cool to either integrate with an existing platform or to make this an in house platform within MS so we can cut out the middle man lol.