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 info@liveperson.com

New York, NY 10018 www.liveperson.com

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