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:

Read more about the Unified Chat Agent Console and how to get a pilot version for your Salesforce instance here.