One of the more interesting but relatively obscure parts of the contact center solutions industry is that of creating scripts for agents. With so much attention paid to using technology to automate (i.e., reduce cost while increasing performance) things like hiring, training and scheduling agents it can be overlooked 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 engagements. And, those scripts to need to relate back to business processes to so that agents can perform efficiently, effectively and do so while complying with both internal and government mandated rules and regulations.
With this in mind, the announcement that customer experience solutions provider Interactive Intelligence is now offering its contact center and dialer software 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 partner offered. 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 with the new version of CallScripter™ application has been made easier and comes with some interesting functionality. It speeds application development and simplifies management using 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™ is browser-based, provides multi-lingual and multichannel support, and can be deployed in the cloud or on-premises.
“Our latest CallScripter™ application with the new unified desktop option for agents gives customers 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 embedded with new CallScripter™ Communication Toolbar for improved ease-of-use.
- New screen-pop functionality for faster, more effective service.
- Full call control embedded in the CallScripter user interface for increased productivity.
- Inbound and outbound functionality, including email, for use with Interaction Dialer® campaigns for increased efficiencies.
Additional new features include agent status controls, call recording, secure pause, Interaction Dialer® staging, call reschedules, dispositions, and more.
The integration of CIC and Interaction Dialer® with CallScripter™, which is replacing EasyScripter™, is available immediately through the Interactive Intelligence channel of 350 global resellers, and through its direct sales team. CallScripter™ is also available with the Interactive Intelligence 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 all-important area of outbound dialing for enhancing marketing campaign operations, is illustrative 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 more quickly and effectively bring our latest integration to market,” 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 array of customers,” said Michael Shrall, senior director of Global Alliances for Interactive Intelligence. “CallScripter is a great example of the value this program offers to partners, and we’re excited to continue to use the Alliance program to help CallScripter maximize its ongoing service, support and sales efforts.”
Improving the customer experience takes a holistic approach to assuring that not just the right people but the right tools are in place to get the job done right the first time and in a timely manner. This means content and context are keys for success. This is why creation of the best script is so important— with “best” based on a number of metrics so scripts can be aligned with business objectives and processes and can be fine-tuned when needed. It is also why integration with mission-critical contact center software is so vital in moving the bar up in terms of agent productivity and customer satisfaction.
Edited by Maurice Nagle