LiveOps Agent Desktop
The LiveOps Agent desktop connects your agents to the LiveOps Platform anywhere, anytime. Our integrated Phone Panel provides presence and a common set of telephony controls for agents using the LiveOps Cloud Contact Center. The LiveOps Chat application lets agents and supervisors communicate securely in real-time. For agents working in the leading CRM platforms, the LiveOps CTI Adapter provides virtually identical functionality. And for agents working in proprietary environments, the LiveOps Desktop API lets you build custom CTI applications to fit your needs.
Features and Benefits
| • | Java and Comet-based Phone Panel provides: | |
| • | CTI presence | |
| • | Telescript integration | |
| • | Common telephony softphone controls: Hold, Transfer, Conference, Speed Dial | |
| • | Agent-initiated dial out | |
| • | Hotdesking support | |
| • | Wrap-up mode | |
| • | Away reasons | |
| • | Pin up | |
| • | IRC Chat supports: | |
| • | General chat area | |
| • | Line group-based chat rooms | |
| • | Private agent-to-supervisor conversations | |
| • | "Slash" commands give administrators direct control over chat rooms and users | |
| • | Q/A mode enforces "no chatter" policy | |
| • | CTI Adapters for Salesforce.com and RightNow | |
| • | LiveOps Desktop API for Javascript and .NET implementations | |
