CRM integrations

Smart Ticketing Fixed Price Implementation Offerings

SMT Kickstart

LivePerson SMT Package
Duration:  2 Weeks

• Implementation for Salesforce, Zendesk
• Auto Search by 1 SDE 
• Search by 1 standard object from the list : Account , Contact  
• Display  Account or Contact and Cases 
• Create  Account ( 1 form type) or Contact (1 form type)  and Cases (1 form type)
• Manual transcript synchronization , via button click
• Automated transcript synchronization , not attached to Case/Contact 

SMT Enterprise

LivePerson SMT Package
Duration:  4 Weeks

• Implementation for Salesforce or Zendesk
• Search by up to  2 standard objects  from the list : Account , Contact, Lead , Opportunity
• Display for 2 searched objects + cases)
• Create  Account or Contact and Cases
• Edit for 1  Standard Object from the list: cases, contacts
• Up to 3 levels of chain dependency for 3 inputs
• Automated transcript synchronization attached to Case/Contact

Enterprise Custom 

LivePerson SMT Package
Duration:  Available upon request

• Features included in Enterprise Starter
• Implementation for non SF or Zendesk
• Additional requested capabilities will need to be scoped and estimated

Add-ons

• Add 1 language                        
• Change 1 of existing forms 
• Change 1 search display       
• Add 1 object for Edit          
• Form fields pre-population from SDE - up to 3 fields

Considerations

• Brand APIs - REST APIs, json payload
• Auth - only server to server type ( ex. OAuth 2 client credentials)
• API SLA - brand API should answer in 20 seconds or less
• Waterfall model requests 
• Custom pattern search via LIKE pattern 
• Solution will leverage FaaS from Liveperson
• Agent Workspace configuration
• Custom user story flow