data sheet liveperson cti integration with genesys€¦ · data sheet liveperson-genesys adapter...
TRANSCRIPT
DATA SHEET
LivePerson CTI Integration with GenesysLivePerson-Genesys Adapter Bridges Two Systems for Peak Operational Efficiency
2014
© 2014 LivePerson, Inc. 1
DATA SHEET LivePerson-Genesys Adapter
Breaking down the silos
Integrating for CTI
Getting your different Contact Center systems to communicate with each other and deliver a centralized view of phone and chat operations can deliver substantial cost savings and operational efficiency gains. Organizations using LivePerson and Genesys can now move beyond traditional
silos separating phone and chat channels to an integrated model using the LivePerson-Genesys Adapter. With a
single unified view of chat and phone operations, Contact Center managers have the ability to deliver centralized
operational reporting, optimize labor management, and use a standard set of agent tools.
Contact centers are complex organizations to manage today with the influx of various system tools and the
globalization of most businesses. Effective utilization of labor pools often determines the difference between
margins and no margins. Achieving optimal interaction between Contact Center agents and customers ties together
LivePerson’s intelligent targeting and personalization with the prioritization and routing capabilities of Genesys.
The CTI integration of LivePerson and Genesys seeks
to address this challenge by delivering a unified
system view for labor management and resource
allocation, notifications, and reporting. The value
proposition is compelling: increase agent utilization
while lowering customer wait times to achieve
higher CSAT. Connected to these two primary
results are secondary benefits, which include
unified reporting across all channels, a centralized
view of agent availability status, and consolidated
agent toolsets.
This integration focuses on back-end integration; the outcome is centralized agent routing, blended agent availability, operational management consolidation, and unified reporting. Integration of the LivePerson console means that agents can transfer calls to chat and chats to calls by designating the agent who is most appropriate to deal with the customer requirements. At the same time, integrated back-end functionality means proactive chat invitations can be routed to available agents with the most appropriate skillsets to handle the sales or service need.
Value Proposition The CTI integration of
LivePerson LiveEngage
and Customer Experience
Platform helps
organizations increase
agent utilization and lower
customer wait times, thus
leading to higher CSAT
scores.
LivePerson-Genesys Adapter The LivePerson-Genesys
Adapter breaks down
the silos between both
platforms. Their seamless
integration creates a
number of benefits.
LivePerson ServerFarm
Messaging Broker
QueueManager
ContactManager
AgentManager
Stats ServerAPI
CM Rest API
Adapter Admin(Con�guration and monitor)
Con�gurationPersistentStorage
Con�gurations(XML �le)
Media Interaction
SDKRouting
WebService
GenesysStatisticServer
GenesysConversation
Manager
GenesysInteraction
Server
GenesysRouting Server
GenesysT Server
IWClient Connector
Agent Console
Web Socket
Agent Desktop
Genesy Platform
LivePerson Adapter
Admin & Monitor Web Service
RestAPI
Fig 1. LivePerson-Genesys Adapter creates seamless integration between the LivePerson LiveEngage platform and the Genesys Customer Experience Platform.
© 2014 LivePerson, Inc. 2
Integration detailsWith the LivePerson-Genesys Adapter, you can bridge the gaps between these two systems. The following are some of the critical components
within the Adapter:
• The Messaging Broker is critical in that it provides a wrapper for
messages exchanged between the LivePerson platform and the
Adapter itself.
• A Queue Manager monitors Genesys queues created for chat
sessions in LivePerson.
• Proactive chat invitations are managed and intelligently routed
to the most appropriate available agents using an Agent Manager
(monitors agent states) and Contact Manager (uses media
interaction to “talk” to the Genesys interaction server).
• A Secure Sockets Layer (SSL) forms the basis for secure
interactions between the Genesys and LivePerson platforms.
• The Agent Utilization Engine in the LivePerson platform
synchronizes agent availability with proactive chat invitations.
With an External Routing API, the LivePerson-Genesys Adapter expands
the pool of available agents to include a blended environment of dual-
skilled agents—those able to handle both phone and chat interactions.
Because of the integrated Adapter, accepted chat invitations are routed to
the best available agent.
Integration engagementThe integration of LivePerson and Genesys using the LivePerson-Genesys Adapter creates an enhanced intelligent engagement model. Through a
combination of skill availability with external routing—capabilities within the Genesys platform—the Adapter creates a transparent view of agent
availability and skillsets. The Agent Utilization Engine takes this information and dials up or dials down proactive invitations being generated.
For skill availability, information such as the number of available agents, agent login status, wait time, and throughput is unified across both phone and
chat environments. For external routing, the Genesys platform serves as the master system for routing calls and chats. Services provided by it include
events handled with chat, agents assigned to each, idle chat time per agent, agent transfers, and a listed of ended chats and calls per agents.
Benefits
Results from the LivePerson CTI integration with Genesys break into two primary areas—operational benefits and cost savings.
Operational benefits fall into four basic buckets:
1. Dashboards: A single source of unified data for chat and phone
feeds into dashboards and modeling.
2. Staffing: Ability to manage resources to demand in real time
with prioritized routing across channels and skills to entire pools
of agents.
3. Flexibility: Drive higher volume through more cost-effective
channels by optimizing agent-pool utilization.
4. Integrity: Consistent data measurements across all channels
with tracking for key performance indicators (KPIs).
Cost savings fall into three buckets:
1. Routing: Optimize agent utilization by leveraging entire
pools of agents for real-time routing decisions controlled by
a universal queue.
2. Availability: Manage a higher volume of targeted leads by pushing
them into a lower-cost channel (viz., chat versus phone).
3. Performance Optimization: Shift resources for incoming chats
to the most appropriate chat agent skillsets.
DATA SHEET LivePerson-Genesys Adapter
About LivePersonLivePerson, Inc. (NASDAQ: LPSN) offers a cloud-based platform that enables businesses to proactively connect in real-time with their customers via chat, voice, and content delivery at the right time, through the right channel, including websites, social media, and mobile devices. This “intelligent engagement” is driven by real-time behavioral analytics, producing connections based on a true understanding of business objectives and customer needs. LivePerson is headquartered in New York City with offices in San Francisco, Atlanta, Tel Aviv, London, Amsterdam, and Melbourne.
Contact LivePerson, Inc. T: 212.991.1794
475 Tenth Ave F: 212.609.4233
5th Floor [email protected]
New York, NY 10018 www.liveperson.com
Follow the conversation on Twitter: #LiveEngage