Provide functionality for new communication channel of customer with the customer care representative over live agent chat.
The tool should integrate with CRM UI and allow customer from the web and/or other application to contact directly the CSR for chat without need to phone call the call center.
Implement an application with a GUI that will be able to accept chats from a customer that is currently online on the company website.
The solution must be scalable and we should be able to integrate this solution into the Amdocs’s CRM suite though the integration isn’t a part of this project.
We started out with a simple Java Swing application that enables the agent to login, see the number of available chats for the queue for his defined skills. When chats are available, the Agent can accept the first chat in the queue, chat with the client browsing the company website, transfer the chat to another available agent and end the chat. which was the required content for the project + bunus: transferring a chat to a specific skill.
We built the project as a maven project with two modules. a GUI module and a API Client. the maven target of the API client is a JAR file that contains the needed classes in order to 'talk' to LivePerson's API.
Then, we integrated the JAR in Amdocs's CRM application. and ended up with a working live chat solution fully functional in the CRM application with an agent able to handle multiple chats in parallel, transfer chats to other agents.
The most interesting part was that we were able to fetch the pre-chat survey that the clients answer before starting a chat, and found his entered phone number (client id) in the CRM's records, showing his contact information, plan and billing info if he is recognised by the system.
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