Unified Chat Agent Console
NAVOMI helped a major Entertainment Network with a Liveperson implementation built on top of Salesforce.com framework, called Unified Chat Agent Console.
NAVOMI developed a web version of Liveperson Agent Console, including features like:
- Transferring chats
- Sending chat transcripts
- Shortcut Keys, mapped to canned responses
- Alert notifications
- And more …
With the Unified Chat Agent Console our client was able to integrate chat transcripts with Salesforce.com, not only for in-depth reporting purposes, but also for advanced search filtering on multiple meta-data pertinent to the business.
Below is a high-level design diagram of the application:
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