Support your agents
Give your operators tools to ensure each call is as stress-free as possible. Automatically guide your agents through calls and boost resolution time and productivity to help your operators be successful.
Ensure accuracy and consistency with pre-programmed scripting. Call scripts can be updated in real-time organizational-wide to keep information and messaging current.
Remove the guesswork with dispatch. Automatically assign dispatch jobs to operators and connect callers with the best available staff member using contact-based architecture.
Reduce operator error with automatic call-flow detection and scripted prompts
Pre-programmed scripts guide agents through calls to reduce errors and enhance the caller experience. Operators simply fill in the caller’s responses, and the script automatically navigates to the next appropriate question. Call flow scripts also reduce training time because protocols can be built into navigation scripts to remove the guesswork involved in determining who is best suited to handle specific calls.
Call flow scripts
Create hundreds of unique scripts—no programming experience needed
Programming is easy to do – even for complex scripts. Staff with limited or no IS experience will effortlessly program scripts using our drag-and-drop scripting tool. After programming, the system automatically detects call flow and determines the scripting options for operators based on your protocols. Call center agents read the prompts and follow the script.
Color-coding helps agents instantly identify call types, and time-of-day and day-of-week messaging and dispatching ensures the correct navigation script and dispatch options are displayed.
Our contact center scripting software streamlines your enterprise-wide communications by:
- Decreasing call handling errors by as much as 90%.
- Reducing agent training time by 50% or more.
- Customizing your unique call handling needs.
- Delivering a fast ROI.
- Improving efficiency and productivity for a better customer experience.
- Consolidating processes.
- Providing accurate information and detailed reporting analytics.
Provide better service, improve workflows, increase efficiency, and eliminate costly errors
Hospitals use scripting to efficiently guide agents through scripts to help patients and medical staff with appointments, physician referrals, prescription renewals, scheduling, emergencies, facility directions, taking messages for staff, and much more.
Call flow script is perfect for:
- Main numbers
- Code calls
- On-call scheduling
- Nurse triage
- Physician referrals
- Physician-to-physician referrals
- Physician answering services
Streamline Mobile Workforces
Our guided scripts can also be used as web scripts. Staff and customers enter information using a script on your website without assistance. Scripts can connect to external systems using REST APIs to retrieve or post data.
Scripting can be used to automate the entire dispatch process, including retries, escalations, and confirmations. These scenarios can run automatically based on inbound triggers such as an e-mail message, text message, or page.
Predictive intelligence uses the ANI (automatic number identification) to recognize previous callers and predict the most likely reason they are calling. This eliminates operator keystrokes and simplifies interactions. Predictive intelligence learns with each call.