One of the more interesting but relatively obscure aspects of the contact center solutions industry is the creation of scripts for agents. With so much attention focused on using technology to automate (i.e., reduce costs while improving performance) processes such as hiring, training, and scheduling agents, it’s easy to overlook the fact that those agents need a great script.
In fact, they need a script that is tailored to the unique needs of those for whom they serve as the front line of customer interactions. And those scripts need to align with business processes so that agents can perform efficiently and effectively while complying with both internal and government-mandated rules and regulations.
With this in mind, the announcement that the customer experience solutions provider Interactive Intelligence is now offering its contact center and dialer software in partnership with Ipswich, U.K.-based CallScripter’s new CallScripter™ application is noteworthy.
CallScripter has been an Interactive Intelligence partner since 2005 and is an Interactive Intelligence Innovator Alliance Partner, the highest level of Alliance partnership available. The upgraded application enables contact centers to quickly and easily build customized agent applications for inbound and outbound customer interactions.
Creation of a customized script using the new version of CallScripter™ application has been made easier and includes some interesting features. It speeds up application development and simplifies management through drag-and-drop controls, templates, back-office connectors, and data management tools. It offers everything from simple scripting to unified agent desktops with complex, multi-connected back-office database integration. Plus, CallScripter™ It is browser-based, provides multilingual and multichannel support, and can be deployed in the cloud or on-premises.
“Our latest CallScripter™ ”The application, featuring the new unified desktop option for agents, provides customers with a more comprehensive solution so they can further improve service, increase agent productivity, and enhance compliance," said Jane Brett, global channel director for CallScripter.
The Interactive Intelligence Customer Interaction Center® (CIC) 4.0 and Interaction Dialer® 4.0 software integrated with CallScripter™ includes the following new features:
- Unified Agent Desktop Now Includes the New CallScripter™ Communication Toolbar for improved ease of use.
- New screen-pop functionality for faster, more effective service.
- Full call control integrated into the CallScripter user interface to boost productivity.
- Inbound and outbound functionality, including email, for use with Interaction Dialer® campaigns to improve efficiency.
Additional new features include agent status controls, call recording, secure pause, Interaction Dialer® staging, call rescheduling, dispositions, and more.
The integration of CIC and Interaction Dialer® with CallScripter™, which is replacing EasyScripter™, is available immediately through Interactive Intelligence's network of 350 global resellers and through its direct sales team. CallScripter™ is also available through Interactive Intelligence's cloud-based communications-as-a-service offering, Interactive Intelligence CaaS?.
Partnering for Success
The integration of the new CallScripter application with Interactive Intelligence’s comprehensive portfolio of customer interaction solutions—including the critical area of outbound dialing for enhancing marketing campaign operations—is an example of how partner programs can pay off, according to both companies.
“As an Alliance Partner, we had access to Interactive product consultants, testing teams, and many other resources, which helped us bring our latest integration to market more quickly and effectively,” Brett said.
“We designed our Innovator Alliance Program to give partners a faster and easier way to make their joint solutions available to the widest range of customers,” said Michael Shrall, senior director of Global Alliances at Interactive Intelligence. “CallScripter is a great example of the value this program offers to partners, and we’re excited to continue using the Alliance program to help CallScripter maximize its ongoing service, support, and sales efforts.”
Improving the customer experience requires a holistic approach to ensure that not only the right people but also the right tools are in place to get the job done right the first time and in a timely manner. This means that content and context are key to success. This is why creating the best script is so important—with “best” defined by a number of metrics—so that scripts can be aligned with business objectives and processes and fine-tuned as needed. It is also why integration with mission-critical contact center software is so vital for raising the bar in terms of agent productivity and customer satisfaction.
Edited by Maurice Nagle
