workflow with Knowledge Management integrations
Streamline workflow with Knowledge Management integrations
No more knowledge silos – one single source of truth for your customer answers delivered to any channel. With livepro, everybody is accessing the same knowledge base from different directions.
Simple out-of-the-box connections to all of your favorite customer applications.
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Make it easy for the agent and deliver the answers to customers questions directly to the Genesys Agent Desktop with livepro:
- Single sign-on & simple configuration
- Role management controls the knowledge agents can view
- Smart Knowledge delivery uses the subject line or IVR selections to suggest knowledge automatically
- Copy and paste function to reduce time typing lengthy replies
- Feedback function from agent to administrator
- Integrate with Genesys chat and livepro can pop the answers for the agent without the need to search
Make it easy for the Agent and deliver the answers to customers questions directly to the CXone Agent Desktop with livepro. livepro delivers contextual knowledge straight to the screen to help the agent answer any questions as quickly and accurately as possible. For example, you can automatically present an agent with the correct knowledge depending on which interactive voice response (IVR) the customer came through. This ensures an agent is ready to go with information and can appropriately handle the interaction.
Deliver livepro answers through MSTeams. Our integration allows users to search knowledge directly within teams and send articles to other team members (or open them themselves). Is a colleague asking you for an answer that you know already exists in livepro? Simple – quickly send them the article so they can help themselves! You can also be sure that users will always be up to date, as any announcements received in livepro will trigger a notification through teams, ensuring the users are always aware of any changes in the organization.
Simply connect livepro within the Salesforce window and allow users to search for knowledge articles without leaving the application. To make it even easier for your staff, you can even pop relevant knowledge articles based on specific attributes in the customer case, record, account, or opportunity. For example, if a customer has emailed a support question which has been logged as a case, we can pre-populate a search using the subject line of the email. Agents are ready to go with answers as soon as they open the case!
The livepro integration allows the incident type to be passed through so the correct knowledge object can be found to assist in resolving the ticket. The livepro window is embedded alongside the ticket, so your teams can find knowledge without leaving the Zendesk window.
Expanding the livepro + Microsoft integrations even further, livepro is now available in Microsoft Dynamics! Allow users to find knowledge directly within the CRM screen, automatically pop relevant articles based on customer data, records, accounts, and opportunities making finding the perfect answer even easier.
Not on the list?
Explore our API for custom integration or let us know and we’ll make it happen.
Empower your agents to harness the power of livepro’s Knowledge Management System to guide their customers to the right answer. With process guidance, decision trees, smart search, and more, instantly turn your agents into experts.
Take advantage of single sign-on within one platform and access all the knowledge, data, and tools you need to deliver exceptional customer experience and consolidate communication with your team or department.
Connecting tools and teams
Have a single source of truth that connects to your existing suite of tools to ensure answers are easy to find and share, and consistent across the board