Integrating an External Chat to Genesys PureCloud Call Center System by using Web Technologies.
Nguyen Dinh, Khang (2019)
2019
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Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi:amk-2019110420573
https://urn.fi/URN:NBN:fi:amk-2019110420573
Tiivistelmä
The main aim of the thesis is to solve the customer case in using the giosg chat product inside the PureCloud call center system. Both are platforms for online customer service management, which also has several similarities in operation. The solution will enhance the user experience in giosg chat. Therefore, the goal is to develop an integrated application as middleware by utilizing web technologies to perform various synchronization of the feature.
The first step in the project will investigate the PureCloud system to gain more understandings as well as figure out suitable APIs for the objective. Also, the thesis covers the knowledge about web technologies using in this scope. After all the related theories referenced, this thesis complete on a development level and production level. The process consists of developing a web server with Django, handling the data exchange with Webhooks and WebSockets and building a setup page user interface with React. The details of the process are illustrated by flow diagrams. As a result, the application succeeds in managing the agent status synchronization in diverse circumstances. It also provides the possibility to develop additional features with a modularized application structure.
In conclusion, the result demonstrates the compatibility between the features of the two systems. The software solution allows customers to manage digital tools conveniently and supports them to improve their online customer service. Last but not least, it brings benefits to participating software vendors.
The first step in the project will investigate the PureCloud system to gain more understandings as well as figure out suitable APIs for the objective. Also, the thesis covers the knowledge about web technologies using in this scope. After all the related theories referenced, this thesis complete on a development level and production level. The process consists of developing a web server with Django, handling the data exchange with Webhooks and WebSockets and building a setup page user interface with React. The details of the process are illustrated by flow diagrams. As a result, the application succeeds in managing the agent status synchronization in diverse circumstances. It also provides the possibility to develop additional features with a modularized application structure.
In conclusion, the result demonstrates the compatibility between the features of the two systems. The software solution allows customers to manage digital tools conveniently and supports them to improve their online customer service. Last but not least, it brings benefits to participating software vendors.