Lakshmikanth Balasundaram

Lakshmikanth Balasundaram

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The Compelling Business Case for CCaaS Over Traditional Enterprise Solutions

The Compelling Business Case for CCaaS Over Traditional Enterprise Solutions

In today's fast-paced and highly competitive business environment, companies are constantly seeking ways to improve customer experience, streamline operations, and reduce costs. Contact centers play a critical role in achieving these objectives. As businesses consider their options, many are turning to Contact Center as a Service (CCaaS) solutions over traditional

ChatGPT Featured

Building a Voice AI Bot with ChatGPT and Twilio

In today's digital age, customers demand personalized and seamless experiences across all channels. With the rise of voice assistants such as Alexa and Google Assistant, it's no surprise that voice-enabled customer service is becoming increasingly popular. Building a voice AI bot can be a game-changer for your business, and it's

LinkedIn bio generator using OpenAI GPT-3

Have you ever wished there was an easier way to create a personalized and effective LinkedIn bio? Thanks to recent advancements in natural language processing technology, it's now possible to generate high-quality text with just a few simple inputs. As a side project, I wrote LinkedIn bio generator, powered by

React - Uncaught reference: process is not defined

Recently, I started getting the error process is not defined in the react project. It is really annoying as I have to refresh the browser to view the code changes.

React Higher-Order Components

A higher-order component (HOC) is an advanced technique in React for reusing component logic. Simply, a higher order component is a function that takes a component and return a new component. To understand this better, we will take authentication example. Our use case is that users are allowed to visit

React Router - Animated Transitions

In this article, I will show you how to do animated transitions using react-router and react-transition-group libraries and the solution for the common mistake. Here is the sample application with animated transitions below React Router TransitionsIn this sample application, I used and for animation. From the docs,

Top 5 animation libraries for react

Top 5 animation libraries for react

In order to improve user experience, we need to add various effects to the UI elements in the web application. In this article, I will share top 5 animation libraries that can be used in your react project. * React Transition Group [https://reactcommunity.org/react-transition-group/] - provides simple components to

FlowMaker - Free Online Diagramming tool

Today, I launched free online flow chart diagramming tool at https://flow.lakshmikanth.com Initially, it was developed for internal use at ContactWise (and to extend functionalities of our no code platform). During development, we realised that this can be stand-alone tool and can help architects, freelancers, developers to develop

Deploy MongoDB on Docker

Deploy MongoDB on Docker

For development and testing purpose, we have been using MongoDB container image on docker. For load testing, it simplifies as we can spawn new database with seed data easily. Follow this article to deploy MongoDB instance on a docker container Prerequisites -------------------------------------------------------------------------------- * A user with Administrator privileges (in Mac, sudo

Use VS Code as Git editor, difftool and mergetool

Use VS Code as Git editor, difftool and mergetool

Recently, I started using git from command line instead of git UI tools (Visual Studio and JetBrains) and loved it. However, find it difficult to use vim or nano editor to view differences especially during conflict resolution tasks. To manage this, I configured VS Code as default editor for git.

Founded ContactWise

In the last 2 weeks, I migrated my blog from self hosted wordpress to managed Ghost blogging platform. Looking back at the blog, it is nearly 4 years since my last post and humbled to see subscribers list grow by 100% every year. Wow..time really flies I am excited

Genesys Interaction Workspace - Enable debug log

How to enable logging in interaction workspace? -------------------------------------------------------------------------------- In Genesys interaction workspace, logging is disabled by default for security purpose. You can enable logging by setting option ‘security.enable-debug-information’ to ‘true’ How to access interaction workspace logs? -------------------------------------------------------------------------------- To access log folder, follow the steps below * From the menu bar,

Genesys URS report_targets : Why is it useful but should not use it?

In some cases, we want to understand the routing decision by URS, especially if an interaction is queued for multiple targets like agent groups. In this post, you will learn about ‘report_targets’ option, how it works and recommended way to use it in production environment. From version 7.x

How do I change my own password in Windows 2012 RDP session?

We recently migrated our servers to Windows 2012 and it doesn’t have windows security option to change your password (like in Windows 2008). In this post, I will explain two options to change password in Windows 2012 on RDP session Option 1 : Change password in Remote Desktop Session (RDP)

WatchDog - Tool to monitor file changes

WatchDog is simple windows service application to monitor file changes and send email alerts in local server. Main purpose of the application is to alert Consultants & IT administrators about accidental changes in configuration files. Installation -------------------------------------------------------------------------------- Pre-reqs: * .NET Framework 4.5.2 * User with Administrator priviliges Installation Procedure -----------------------------------------------------------------------

Exporting a Genesys Routing Strategy

Export Genesys Routing Strategy as Package -------------------------------------------------------------------------------- * In the Strategies List, select the name of the strategy that you want to export. * Select Export To File from the File menu or press CTRL+E. * The Export of strategy dialog box opens. * Navigate to the folder in which you want to

Simple SFTP Server Tool for testing and development

Here is the simple SFTP Server for lab testing purpose. It is light-weight, simple and easy to use. Like all other tools from me, just unzip and run it in your server or desktop. Getting Started -------------------------------------------------------------------------------- * Download and unzip file from dropbox here [https://www.dropbox.com/sh/gh42x5vxaq0owdx/

Automaton - IT Process Automation

What is Automaton? -------------------------------------------------------------------------------- Automaton is simple, light-weight application to automate IT processes. Using this application, you can automate many processes – Directory & File Operations, Database, Genesys Health Check, Genesys Campaign Management, Genesys List Management, FTP, FTPS, SFTP, Email & SMS notifications and many more. Brief History -------------------------------------------------------------------------------

Automaton - IT Process Automation

What is Automaton? -------------------------------------------------------------------------------- Automaton is simple, light-weight application to automate IT processes. Using this application, you can automate many processes – Directory & File Operations, Database, Genesys Health Check, Genesys Campaign Management, Genesys List Management, FTP, FTPS, SFTP, Email & SMS notifications and many more. Brief History -------------------------------------------------------------------------------

Genesys : How EWT - Estimate Wait Time is calculated?

As we all know, agent can handle calls from multiple queues in Genesys and is tricky to find EWT (Estimate Wait Time) for call during routing. I find that Genesys algorithm to be smart and most appropriate. How it is calculated? -------------------------------------------------------------------------------- Please find the details below (from Stat Server

Genesys CCPulse - Display UserData using Custom Stat and Filters

Previously, I wrote post about displaying user data in CCPulse using custom solution [https://www.lakshmikanth.com/genesys-ccpulse-show-user-data/] and user ‘Moshe Lezerovitz [https://disqus.com/by/moshelezerovitz/]‘ enquired about displaying user data using CCPulse application only. I found two options to display user data in CCPulse Option 1: Display User

Genesys CCPulse : How to display abandoned calls for Agent Group?

In our application, we want to find out how calls are reported and handled if the calls are abandoned at agent i.e.) customer disconnects call while it is ringing at agent station. It is not available at ‘out of box’ definitions but fortunately easy to implement it. Configure Abandoned

Genesys CCPulse : How to display abandoned calls for Agent Group?

In our application, we want to find out how calls are reported and handled if the calls are abandoned at agent i.e.) customer disconnects call while it is ringing at agent station. It is not available at ‘out of box’ definitions but fortunately easy to implement it. Configure Abandoned