A huge round of applause for our interns for having completed their first two-week sprint! All four teams developed the beginning features of their individual projects. After a challenging two weeks of working with different code, APIs and a lot of learning, each team was able to pull through and present functional software.
Team Microsoft Dynamics
Kevin and Austin worked together to create a Contact Control Panel (CCP) that is accessible through the AMC toolbar on the Dynamics site. They were able to perform a search and screen pop on Dynamics based on email address as well as by phone number. Finally, they were able to set up the CCP to pop on the dynamics page, which allowed for the Amazon soft phone that Amazon had provided, and hosting it specifically in the iFrame. Moving forward, the Microsoft team has plans to look into adjusting the UI as well as adding functionality to the hang-up button, creating additional buttons to represent features available on the CCPin order to replicate the functionality within the AMC Toolbar, and create a more robust interaction between Amazon Connect and the already existing AMC Channel plugin API’s.
Team WebRTC, made up of Dmitriy and Jeff, worked tirelessly to deliver a working prototype for the sprint presentation. The team’s objective was to create a functional video chat that could be received and connected from two different sources. They also learned more about networking and how to resolve issues that can be faced when changing environments.
For this sprint, the SAP team was able to search within SAP and show the Contact Canvas agent toolbar in both HTML5 and Responsive UI. With Responsive UI, Nikki and Addison were able to screen pop phone number, while with HTML5, they were able to screen pop phone number, ticket ID, and Account ID. Responsive UI is very new and the go forward platform for SAP C4C, but HTML5 offers a more options integration wise, currently. In the following weeks, they will continue to work to develop the tool bar for SAP.
Team Salesforce, Collin and Paul, used this sprint to continue their work with AI (Artificial Intelligence) by using Microsoft’s Cortana to develop a hands-free solution for agents. The solution they developed was adaptable to many devices, allowed for quick chat to text, integration with Salesforce for outbound screen pop and sent chat transcripts to those involved in the conversation. One challenge they had was making sure Cortana accurately heard the names they were giving, so the team used Levenshtein distance to develop a way for Cortana to hear the names and compare them to the ones in the system to get the most accurate result. Paul commented, “In just two weeks we learned about regular expressions, Version Control, REST requests, dialog trees, Levenshtein distance, rising importance of AI in a customer service industry.”
The marketing interns, Taylor and Eunice, each will be working with two teams throughout the summer to help build the presentations. Taylor has been working with Team Salesforce and Team SAP, while Eunice has been working with Team Microsoft Dynamics and Team WebRTC. Eunice says, “It’s so exciting to see the developer interns build something and then simultaneously figure out how to market it. These projects are truly in our hands which is such a rare experience for an intern.”
With three sprints remaining, we’re eager to see what the summer interns will develop next. There are exciting new strides being taken to create fully functioning software by the end of the summer, and we invite you to join us for the ride! #Watchusinnovate!