Streamline workflow with Knowledge Management integrations

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.