Cloud based live agent for web chat and intelligent routing

Information Technology Engineering

Now a day most of the organizations tend to communicate with their customers in real time. Live Agent application will help service organizations connect with the enterprise customers in real time through a textual live chat. This project is for developing Live Agent application according to the high end business needs. Across the Customer Service industry web chat is becoming a popular channel to connect with the customers (and prospects). According to Forrester’s, Live Agent ,a native Salesforce tool provides the ability to efficiently interact with web site users. Once we have an active deployment of live agent, organisation will be able to interact with site visitors in live time. The information collected during the chat can then be saved into Salesforce cloud instance and reported on for evaluating progress and finding areas that need improvement . This will prove to be a great way to get valuable user feedback and will help organisations to take faster , better and smarter decisions using reports and dashboards.

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