Agent time is one of the most expensive contact center resources, not just from an employment cost perspective, but also in terms of lost opportunity when it is not optimally utilised. Well designed agent scripts can boost agent performance, just as badly scripted workflow will hinder an agent in closing a sale or providing excellent customer service.
Similarly, the time taken to generate a new script or update an existing script can limit the window of opportunity for the client's campaign.
Softdial Scripter™ addresses both of these critical issues with a fully featured script and workflow design suite for both inbound and outbound media that allows relatively inexperienced users to create efficient, complex and reliable agent script applications in a fraction of the time, which manage the relevant session data.
Softdial Scripter™ can be used to create flexible IVR workflows. For chat, Chatbots can be designed to deliver basic session handling, in particular pre-processing a session, collecting key details about a customer before it is handed off to a live agent.
Softdial Scripter™ comprises the following components:
Agent Desktop hosts the visual agent scripts, providing the business logic to the agent. Agent screens are displayed using the latest HTML5 technology, allowing screens to be displayed in any browser, which allows for use of terminal services and Linux for agent stations.
Figure 2 - Script flow example